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The Bulgarian manufacturer of terry products, bathrobes and sweaters

Complaint rights and returns of purchased goods

Complaint rights and returns of purchased goods


7.1. According to Art. 50 of the Consumer Protection Law (CPL), the consumer has the right to refuse the received goods (from the concluded distance sales contract) without giving a reason, without owing compensation or penalty, and without paying any expenses, with the exception of the expenses provided for it in Art. 54, para. 3 and Art. 55 of the CPL within 14 days from the date of: acceptance of the goods by the consumer or from a third party other than the carrier and indicated by the consumer or when the consumer has ordered many goods with one order that are delivered separately, considered from the date on which the consumer or a third party, other than the carrier and indicated by the consumer, has taken possession of the last goods.

7.2. Information concerning the right to withdraw from the contract (Appendix No. 7 to Article 47, Paragraph 4 of the CPL) Standard instructions for withdrawal:

I. Right to withdraw from the contract remotely or off-premises.

II. You have the right to withdraw from this contract without giving reasons within 14 days.

III. The cancellation period is 14 (fourteen) days from the date on which you or a third party, other than the carrier and indicated by you, took possession of the goods or in the case of a contract according to which the consumer orders many goods with one order, which are delivered separately: the date on which you or a third party, other than the carrier and named by you, took possession of the last goods. To practice your right of withdrawal, you must notify us of your name, geographic address and, if available, telephone number, fax number and email address, and of your decision to withdraw from the contract by an unequivocal statement, such as a letter sent by post, fax or e-mail. You may use the attached standard opt-out form, but this is not obligatory. You can fill out and submit electronically the attached standard opt-out form or another unambiguous opt-out application on our website If you use this option, we will immediately send you in a durable medium - by e-mail, a message confirming the receipt of the refusal. In order to comply with the withdrawal period, it is sufficient to send your message regarding the exercise of the right of withdrawal before the expiry of the withdrawal period.

IV. Action of refusal. If you cancel this contract, we will reimburse you for all payments we have received from you, excluding the costs of the delivery you have made (the additional costs associated with your chosen delivery method other than the cheapest standard method of delivery, offered by us through the courier service of "Speedy" is also considered as an exception), without undue delay and in all cases no later than 14 days from the date on which you inform us of your decision to withdraw from this contract. We will refund the due amount by bank transfer after you provide us with three names and an IBAN; We have the right to delay refunds until we receive the goods back or until you provide us with evidence that you have sent back the goods, whichever of the two events occurred earlier. We expect you to send or return the goods to us without undue delay, in the form and condition in which they were sent to you by us and in any case no later than 14 (fourteen) days after the day on which you informed us of your refusal of this contract. The deadline is considered to be met if you send the goods back to us before the expiry of the 14-day period. You must bear the direct costs of returning the goods. You are solely responsible for the reduction in value of the goods or their complete depreciation as a result of testing them and/or using them other than the necessary to establish their nature and characteristics.

7.3. An Application Form for practicing the right to withdraw from the distance contract can be found here.

7.4. The consumer has the right to complaint in accordance with the Consumer Protection Law. When practicing the right of complaint, the consumer presents the goods in the form and condition in which they were sent, as well as a receipt and/or invoice /if one has been issued/; protocols, acts or other documents establishing the non-compliance of the goods with the agreed; as well as other documents establishing the claim by reason and amount. If these requirements are not fulfilled, the supplier is not obliged to satisfy the consumer's complaint. When the goods do not comply with the concluded distance sales contract, the Seller is obliged to bring them into compliance with the contract. Bringing the goods into compliance with the sales contract should be carried out within 1 /one/ month, counted from the date of submission of the claim by the consumer.

7.5. In case of cancellation of the contract or a complaint, the consumer is obliged to make an effort to protect the goods until they are returned to the supplier. The consumer undertakes to make efforts to return the goods in the form and condition in which they were sent to him by the supplier.

7.6. Goods with personalized elements (inscription, embroidery or print) are considered custom orders and are not subject to return or exchange, except in cases where one of the factors necessary for claim: damaged integrity or contamination.

7.7. All transport and any other costs for the return of the goods are entirely at the expense of the Consumer. Until the return of the Goods by the Consumer to the Supplier, the risk of accidental loss or damage is borne entirely by the Consumer. The Consumer bears the costs of returning the Goods and pays them in accordance with the relevant tariffs, price lists, etc. of the respective courier or other companies he has chosen to use for the return.

7.8. When returning or complaining about the goods, the consumer should send it back to the email address of the supplier:


You can find a Return Application Form here.


Link to Commission for Consumer Protection site here.


You can return or exchange goods within 14 days if you meet the following conditions:


The goods are not in damaged commercial appearance (it must not be torn, scratched, used, worn, washed).

Not broken due to misuse.

Retained original packaging and accessories, if any.

Courier costs are paid by the customer.

The goods are returned together with the receipt and fulfilled claim application form.


Some goods are not subject to complaint – such as goods for which the customer was previously warned of non-conformity, as well as goods for which the conditions of operation specified on the packaging by the manufacturer. Custom order goods with sizes submitted by the customer cannot be returned, the consumer bares the responsibility for the submitted sizes.


A person who is a third party upon receiving the shipment and is not the main payer for it has no right to claim. In the event of a visible defect or non-conformity of the goods, at the time of receipt, the third party may refuse them or take them under their responsibility. In the event that he accepts such a shipment and does not present his claims to the courier, the customer loses his right to claim. accepts goods for return only with SPEEDY Courier Company.


Subject to compliance with all the conditions described above, after receiving the goods, the paid amount for the product will be refunded within 20 days by bank transfer. For this purpose, we need information about the bank account (IBAN) to which the amount will be returned, as well as the name of the holder.