Buying goods and services
You bought products from another country or you just want to go shopping to a neighbouring country? When you buy products and services in another EU country, Iceland and Norway, you have the same consumer rights - like the 2 year guarantee. On the other hand we offer free advice that could help you when shopping abroad.
Wherever you shop in the EU, Iceland or Norway, you have the same consumer rights:
Two year guarantee
- If the products you bought proves to be defect or it is not as advertised, you have two years to claim free repair or replacement.
[!] In Bulgaria when the first six months pass of the two year period, you may need to prove that the defect was present at the moment of purchase. You have to inform the seller not later then 2 months after you discovered the defect, for services this term is 14 days.
- The retailers often offer commercial guarantee which is included in the purchase price or it has to paid additionally. For example, a guarantee valid in the whole EU or a guarantee for 3, 5 or more years.
- The commercial guarantee has to be in written form, with plain and easy to read text. It does not replace the minimum two year guarantee that you have according the law.
Repair, replacement or refund
- When the repair or replacement is not possible within reasonable time and without additional inconviniances to you, then you can claim your money back or a reduction of the purchase price.
- When you shop by post, on the phone, or on the internet form a trader registered in the EU, then you have the same right of repair, replacement or refund as you have when you shop on the premises.
[!] You do not have the right of refund when there is a minor defect - like uncut or untrimmed thread.
Pay VAT in the country where you shop
- As a consumer - natural person, shopping in the EU, you have to pay VAT only once and in the country where you make the purchase.
[!] Exceptional rule for cars - when you acquire a new car from another memberstate, you pay VAT in the country where you register the car. For more details please see the "Car's" section.
- As a consumer in the EU you cannot be asked to pay for the same product or service more than the local people.
[!] There is an exception when the price difference comes from objective reasons - like higher costs for delivery.
How to solve your problem when you are not happy?
- In the first instance you have to contact the trader and to put a claim for the defect product or service. You can do this at the premises where you bought the product or service, or at the repair service.
- Please check carefully what additional rights you have from the commercial guarantee, as it is leaglly binding for the trader. For example, you could have international guarantee and you could claim repair at home to the local repair service.
- When you make a claim always respect the terms - two months since you know for the defect product, and 14 days since you know for the bad service.
- If you are not happy with the handling of your complaint and reclamation, you can contact us and receive additional help.
- provide additional advice on the specific problem, including information on your rights in the country where you have bought the product or service.
- contact the trader and provide you with assistance for finding an amicable solution to your claim.
- advise you to make a claim to an ADR mechanism, or if not possible to make a court claim.