Bulgaria

Online consumer returns in Bulgaria operate under the EU Consumer Rights Directive (2011/83/EU), transposed into national law. Consumers who buy clothing at distance have a right to withdraw from the contract within 14 days without giving a reason, and to receive a refund within 14 days of notice, in BGN using the same payment method.

Fashion webshops must inform consumers of this right before purchase, and may hold the consumer liable for any diminished value where handling exceeded a reasonable in-shop try-on. The national authority for consumer protection in Bulgaria is Комисия за защита на потребителите (KZP); the primary national instrument is Закон за защита на потребителите (ZZP).

The EU Consumer Rights Directive is implemented in Bulgaria through Закон за защита на потребителите (ZZP). In practice this gives every consumer:

• A 14-day right of withdrawal from the day they take physical possession of the goods.
• Clear pre-contractual information about the product, price, and return process.
• A refund of all payments received — including the standard cost of the initial delivery — within 14 days of the withdrawal notice.
• Goods that conform to the contract under the separate Sale of Goods Directive (EU) 2019/771.

If your webshop fails to inform consumers of the withdrawal right, that period is automatically extended by up to 12 months. Where the national legislation goes further than the EU baseline (for example on withdrawal-form templates, language requirements, or dispute-resolution bodies), we note it in the country-specific sections below.

Article 14(2) of the CRD — transposed by Bulgaria in Закон за защита на потребителите (ZZP) — allows sellers to reduce the refund by the amount of the diminished value where the consumer handled the goods beyond what was necessary to establish their nature, characteristics and functioning.

For fashion this means:

• Trying a garment on as you would in a physical shop is protected. No deduction.
• Wearing it outside, washing it, applying perfume, breaking a tamper-evident seal, or removing hygiene protections is not protected. A value reduction may apply.

The burden of proof for the deduction is on the seller. Consistent, visible evidence — such as an intact or broken CleverSeal — anchors the assessment and makes it defensible in Bulgaria the same way it is anywhere else in the EU.

A CRD-compliant return policy for a webshop selling into Bulgaria should include:

• A plain-language statement of the 14-day right of withdrawal.
• How to notify the withdrawal (link to a form or email; provide the Annex I(B) model form).
• Return address, timeframe (14 days from notice), and who pays return shipping.
• The expected condition on return — reasonable try-on, tags attached, CleverSeal intact.
• What happens if the garment shows use beyond a reasonable try-on: a value reduction under Article 14(2), with examples.
• The refund process: same payment method, within 14 days of receipt of the goods or proof of shipment.

Suggested paragraph:

"You may try the garment on as you would in a physical shop. If it comes back showing signs of use beyond that — a worn or missing CleverSeal, perfume, or visible wear — we may reduce your refund to reflect the loss in resale value, in line with Закон за защита на потребителите (ZZP)."