Consumer Protection

How often have you felt misled after an online order? Or have you found that the goods do not match what was promised in the advertisement? The truth is that every consumer, no matter how careful, can fall into the traps of unfair commercial practices. That is precisely why consumer protection is not just a legal term — it is a real shield against fraud, low-quality products, and violated rights.

In Bulgaria, the main law regulating these relations is the Consumer Protection Act. It was created to balance the power between individuals and traders — especially in the era of online commerce, when we often do not know who is on the other side of the screen.

A consumer is not merely a buyer — they have clearly defined rights that can and must be protected. Key among these are:

• Right to information – regarding the characteristics, price, delivery, and return conditions of the goods or service;
• Right to safety – protection against acquiring potentially dangerous or harmful products;
• Right to protection against fraudulent practices – including misleading advertising and manipulative marketing messages;
• Right to conformity – the goods must correspond to the description, photos, advertisement, and expectations created by the trader;
• Right to make a claim – in case of defects or non-conformities, you have the right to free repair, replacement, or refund;
• Right of withdrawal – for online purchases, you can return the product within 14 days without providing a reason;
• Right to compensation when your rights have been violated.

These rights are legally guaranteed and cannot be limited by contract or “fine print.” However, these rights are, of course, effective only when the consumer is aware of them and prepared to assert them.

Traders do not only bear the responsibility to sell — they have a number of legal obligations that they must observe to ensure transparency and fair treatment. These include:

• Provision of full and accurate information about goods and services
• Clear labeling and instructions for use in Bulgarian
• Response to any legitimate claim within the statutory deadlines
• Clear price indication, including for discounts and promotions
• Maintenance of registers for complaints, claims, and consumer alerts
• Compliance with special requirements when organizing campaigns, discounts, raffles, and other commercial initiatives

Non-compliance with these obligations is not merely a “bad practice” — it can be sanctioned by both regulatory bodies and through judicial proceedings.

As of January 1, 2022, a special Law on the Provision of Digital Content and Digital Services and the Sale of Goods also entered into force, which transposes European directives into Bulgarian legislation. This law protects consumers in the new digital reality — when using applications, streaming services, digital subscriptions, as well as when purchasing “smart” devices and software products.

It regulates the responsibility of providers, what happens in the case of a “defective” digital product, and what conformity means for services that have no physical manifestation.

At Silvia Petkova Law Firm, we possess extensive practical experience in protecting consumer rights – both through filing complaints with the Commission for Consumer Protection and through direct judicial representation. We can assist with:

• Appealing rejected claims
• Reporting misleading advertising
• Refunds for low-quality services or purchases
• Legal consultations for online fraud
• Renegotiation of terms in consumer contracts
  

We believe that an informed consumer is a protected consumer. Do not tolerate violated rights — seek expert advice and take advantage of the legal protection guaranteed by law.