Refund policy

According to Article 55 and Article 57 of the Consumer Protection Act: All products related to the health and/or personal hygiene of consumers (described in detail below) can be returned within the period provided for withdrawal from the distance sales contract only if they have not been used and are in the same packaging (all factory-sealed labels and stickers must be on the goods) as received and it is unopened. This includes all items falling under the following categories:

Perfumes
Men's and women's cosmetics and Personal care products
Personal care Devices and Accessories
Health and Beauty, Wellness
Electronic cigarettes and consumables
Epilators
Hair straighteners
Hair dryers
Curling irons
Facial, Hair and Body cleansing devices
Electric Shavers / Trimmers
Hair clippers
Oral care: Electric Toothbrushes, Oral irrigators and Accessories
Lingerie
Blood pressure monitors and thermometers
Massage Seats, Cushions, Massage Devices and Relaxation Accessories
Hearing aids
Coffee, Dietary supplements, Vitamins
All items from the SEX SHOP 18 category
As well as anything that comes into contact with the skin

The following items are not eligible for return, exchange, or may be subject to depreciation:

Products with missing or damaged packaging such as accompanying products and accessories, boxes, protective film, booklets, discs, envelopes, brochures, promotional materials, or visible signs of use.
In case of return or exchange of devices, consumables (such as printers, multifunction devices, and printer consumables), Mallbg.com reserves the right to depreciate/expire.
Purchased software products cannot be returned.

The provisions of Articles 50 – 56 of the Consumer Protection Act regarding the consumer's right to withdraw from the distance contract or from the contract outside the commercial premises do not apply to contracts for the delivery of sealed goods that have been unsealed after delivery and whose packaging has been permanently damaged, and also cannot be returned for reasons related to hygiene or health protection such as in-ear headphones, vocal microphones, mouthpieces for wind instruments, harmonicas, and other wind instruments without a separate mouthpiece, mouth controllers, etc.

The right of withdrawal does not apply in the following cases:

For the delivery of sealed goods that have been unsealed after their delivery and cannot be returned for reasons related to hygiene or health protection.
For goods accepted and after which the customer has not exercised their right of inspection before the courier.
For the delivery of goods that, by their nature, may deteriorate in quality or have a short shelf life.
For the delivery of goods that, after being delivered, have been mixed with other goods in such a way that they cannot be separated.

If you are not satisfied with the purchased product, you can withdraw from the distance contract within 30 days.

From day 1 to day 15 - according to the Consumer Protection Act - you will be refunded by bank transfer.
From day 16 to day 30 - from the Merchant “Mallbg.com” - you will receive an indefinite voucher for your next purchase from our online store.

Link to dispute resolution

Link to the Consumer Protection Act /CPA/

Link to the Electronic Commerce Act

Form for withdrawal in online purchases

Consumer Protection Act /CPA/:
Article 47. (Amended – SG, issue 61 of 2014, effective from 25.07.2014) (1) Before the consumer is bound by a distance contract or a contract outside the commercial premises, or a similar proposal for concluding a contract, the trader is obliged to provide the consumer in a clear and understandable manner with the following information:

1. the main characteristics of the goods or services according to the means of communication used and the nature of the goods or services;

2. the name/designation of the trader;

3. the registered office and address of the trader's management, his telephone number, as well as the address of his email and website, if any, so that the consumer can establish contact quickly and communicate effectively with the trader; where applicable, the name/designation of the trader, the registered office and the address of the management from which he acts are indicated;

4. the address of the place where the trader carries out his business activity, and where applicable – the address of the place where the trader, on whose behalf he acts, carries out his business activity, to which the consumer can send any complaints – when the registered office and the address of the trader's management do not coincide with those under item 3;

5. the final price of the goods or services including all taxes and fees or when, due to the nature of the goods or services, the price cannot be calculated in advance within reasonable limits – the method of its calculation; where applicable, the final price of the goods or services includes all additional costs for transport, delivery or postal fees, and when these costs cannot be calculated in advance within reasonable limits, it is indicated that such additional costs may be due from the consumer; in the case of an indefinite contract or a contract containing a subscription, the final price includes all costs for the billing period; when these contracts provide for billing at a fixed rate, the final price also includes all monthly costs; when the total amount of costs cannot be calculated in advance within reasonable limits, information is provided on how the price is calculated;

6. the costs of using the means of distance communication for concluding the contract, when these costs are calculated on a basis different from the basic rate;

7. the conditions for payment, delivery, performance, the date on which the trader undertakes to deliver the goods or perform the services, and where applicable – the methods provided by the trader for considering consumer complaints;

8. when the consumer has the right to withdraw from the contract, the conditions, time limit and method for exercising it according to Article 52, paragraphs 1 and 2 are indicated; the trader is obliged to provide the consumer with the standard withdrawal form according to Annex No. 6;

9. where applicable, it is indicated that the consumer must bear the costs of returning the goods in case of exercising the right of withdrawal; in distance contracts, if due to their nature the goods cannot be returned in the usual way by mail, the costs for their return are indicated;

10. an indication, in case the consumer exercises the right of withdrawal after having made a request under Article 48, paragraph 3 or Article 49, paragraph 9, that he is obliged to pay the trader the costs under Article 55, paragraphs 5 and 6, determined within reasonable limits;

11. when the right of withdrawal is not provided for under Article 57, the trader informs the consumer that he has no right of withdrawal or, where applicable, indicates the circumstances under which the consumer loses the right of withdrawal from the contract;

12. a reminder of the existence of a legal guarantee for the conformity of the goods with the sales contract;

13. where applicable, it is indicated the existence of the possibility of providing assistance to the consumer after the sale, the existence of out-of-warranty service and commercial guarantee, as well as the conditions for them;

14. where applicable, it is indicated whether there are codes of good commercial practice, where they can be found and how a copy of them can be obtained;

15. the duration of the contract, where applicable, or in case the contract is indefinite or contains a clause for automatic renewal – the conditions for its termination;

16. where applicable, it is indicated the minimum term for which the consumer has obligations under the contract;

17. where applicable, it is indicated whether it is necessary to provide deposits or other financial guarantees that are paid or given by the consumer at the request of the trader, and the conditions for them;

18. where applicable, it is indicated the functionality of the digital content, including applicable measures for technical protection;

19. where applicable, it is indicated any relevant operational compatibility of the digital content with certain types of hardware and software that are known to the trader or that may reasonably be expected to be known to him;

20. where applicable, it is indicated the possibility of using out-of-court procedures for dispute resolution and compensation in which the trader participates, and the conditions for access to them.

(2) The provisions of paragraph 1 also apply to contracts for the delivery of water, gas or electricity when they are not offered for sale, packaged in a limited volume or a specific quantity, and to contracts for central heating or for digital content that is not delivered on a material medium.

(3) In public auctions, the information under paragraph 1, items 2 – 4 may be replaced with the relevant information about the person conducting the auction.

(4) The information under paragraph 1, items 8 – 10 may be provided through the standard instructions for exercising the right of withdrawal according to Annex No. 7. The trader has fulfilled his obligation to provide the information under paragraph 1, items 8 – 10, if he has provided the consumer with duly completed standard instructions for exercising the right of withdrawal.

(5) The information under paragraph 1 is an integral part of the distance contract or the contract outside the commercial premises and cannot be changed unless the parties to the contract expressly agree otherwise.

(6) If the trader fails to meet the requirements for providing information about additional costs or other costs specified in paragraph 1, item 5, or for the costs of returning the goods specified in paragraph 1, item 9, the consumer is not liable for these costs.

(7) The information in the distance sales contract and in the contract outside the commercial premises is provided in Bulgarian.

(8) The burden of proof for compliance with the obligation to provide information under paragraph 1 lies with the trader.
(Section II Distance Sales Contract, title repealed – SG, issue 61 of 2014, effective from 25.07.2014)
Article 48. (Added - SG, issue 18 of 2011, amended, issue 61 of 2014, effective from 25.07.2014) (1) In a contract outside the commercial premises, the trader provides the consumer with the information under Article 47, paragraph 1 on paper or if the consumer agrees – on another durable medium. The information must be legible, prepared in clear and understandable language.

(2) The trader is obliged to provide the consumer with a copy of the signed contract or confirmation of the contract on paper or if the consumer agrees – on another durable medium. In contracts for the provision of digital content that is not delivered on a material medium, the trader provides confirmation of the explicit prior consent and acceptance by the consumer for the commencement of the performance of the contract before the expiration of the period for exercising the right of withdrawal from the contract.

(3) When the consumer wishes the provision of a service or the delivery of water, gas or electricity when they are not offered for sale, packaged in a limited volume or in a specific quantity, or the delivery of central heating to begin before the expiration of the period for exercising the right of withdrawal from the contract outside the commercial premises provided in Article 50, the trader is obliged to require the consumer to make an explicit request for this on a durable medium.
Article 49. (Amended – SG, issue 61 of 2014, effective from 25.07.2014) (1) In distance contracts, the trader provides the information under Article 47, paragraph 1 to the consumer or makes it available to the consumer in an appropriate manner depending on the means of distance communication used in a clear and understandable language. When the information is provided on a durable medium, it must be legibly written.

(2) In a distance contract concluded electronically via a website and which provides for an obligation for the consumer to make a payment, the trader provides the consumer with the information under Article 47, paragraph 1, items 1, 5, 15 and 16 in a clear and obvious manner in close proximity to the button through which the consumer places their order. The trader is obliged to ensure that when the consumer places their order, they explicitly confirm that the order is associated with an obligation to pay on their part. If placing an order is associated with activating a button or a similar function, the button or similar function must clearly state only the words "order with payment obligation" or another corresponding unambiguous wording, from which it is clear that placing an order leads to an obligation to pay on the part of the consumer.

(3) When the trader does not comply with the requirements of paragraph 2, the consumer is not bound by the contract or the order.

(4) On e-commerce websites, traders clearly and legibly indicate at the latest when starting the ordering process whether there are restrictions on the delivery of goods and what payment methods are accepted.

(5) When the contract is concluded using a means of distance communication that has limited space or time for presenting information, the trader provides on the used means of communication before concluding the contract at least the pre-contractual information under Article 47, paragraph 1, items 1, 2, 5, 8 and 15. The trader provides the consumer with the remaining information under Article 47, paragraph 1 in an appropriate manner according to paragraph 1.

(6) When the trader uses a phone call to the consumer for the purpose of concluding a distance contract, in addition to the information under paragraph 5 at the beginning of the conversation, the trader introduces himself to the consumer with his name/designation and where applicable – the name/designation of the person on whose behalf he is making the call, as well as the commercial purpose of the call.

(7) When concluding a distance contract by phone, the trader is obliged to confirm the proposal made to the consumer on a durable medium. The consumer is bound by the proposal only after signing it or after sending their written consent to accept the proposal.

(8) The trader provides the consumer with a durable medium confirmation of the concluded contract within a reasonable time after concluding the distance contract or at the latest at the time of delivery of the goods, or before the performance of the service has begun. The trader's confirmation must contain all the information under Article 47, paragraph 1, unless the trader has provided this information to the consumer on a durable medium before the conclusion of the distance contract and in contracts for the provision of digital content that is not delivered on a material medium – confirmation of the explicit prior consent and acceptance by the consumer for the commencement of the performance of the contract before the expiration of the period for exercising the right of withdrawal from the contract.

(9) When the consumer wishes the provision of services or the delivery of water, gas or electricity when they are not offered for sale, packaged in a limited volume or in a specific quantity, or the delivery of central heating to begin before the expiration of the period for exercising the right of withdrawal under Article 50, the trader is obliged to require the consumer to make an explicit request for this.

(10) The burden of proof for compliance with the requirements of paragraphs 1 – 9 lies with the trader.
Article 50. (Added - SG, issue 105 of 2006, amended, issue 41 of 2007, added, issue 27 of 2013, amended, issue 61 of 2014, effective from 25.07.2014) The consumer has the right to withdraw from the distance contract or from the contract outside the commercial premises without stating a reason, without owing compensation or penalty and without paying any costs, except for the costs provided for in Article 54, paragraph 3 and Article 55, within 14 days from the date of:

1. conclusion of the contract – in the case of a service contract;

2. acceptance of the goods by the consumer or by a third party other than the carrier and indicated by the consumer – in the case of a sales contract, or:

a) when the consumer has ordered multiple goods in one order, which are delivered separately, from the date on which the consumer or a third party other than the carrier and indicated by the consumer accepts the last good;

b) in the case of delivery of goods consisting of multiple batches or parts, from the date on which the consumer or a third party other than the carrier and indicated by the consumer accepts the last batch or part;

c) in the case of contracts for regular delivery of goods that takes place over a specific period of time, from the date on which the consumer or a third party other than the carrier and indicated by the consumer accepts the first good;

3. conclusion of the contract – in the case of contracts for the delivery of water, gas or electricity when they are not offered for sale, packaged in a limited volume or a specific quantity, and in contracts for the delivery of central heating and for digital content that is not delivered on a material medium.
Article 51. (Amended - SG, issue 64 of 2007, issue 18 of 2011, issue 61 of 2014, effective from 25.07.2014) (1) When the trader has not provided the consumer with information about his right of withdrawal from the contract under Article 47, paragraph 1, item 8, the consumer has the right to withdraw from the distance contract or from the contract outside the commercial premises within one year and 14 days from the date under Article 50.

(2) When the trader provides the consumer with information about the right of withdrawal within one year from the date under Article 50, the consumer has the right to withdraw from the distance contract or from the contract outside the commercial premises within 14 days from the date of receipt of the information under Article 47, paragraph 1, item 8.
Article 52. (Amended – SG, issue 61 of 2014, effective from 25.07.2014) (1) When the consumer wishes to withdraw from the distance contract or from the contract outside the commercial premises, he informs the trader of his decision before the expiration of the period under Article 50.

(2) To exercise the right of withdrawal, the consumer may use the standard withdrawal form according to Annex No. 6 or state his decision to withdraw from the contract unambiguously in another way.

(3) The consumer has exercised the right of withdrawal from the distance contract or from the contract outside the commercial premises if he has sent a message to the trader for exercising the right of withdrawal before the expiration of the period under Article 50, and when the trader has not provided information about the right of withdrawal – according to the period under Article 51.

(4) For exercising the right of withdrawal, the trader may provide the consumer with the option to fill out and send electronically via the trader's website the standard withdrawal form according to Annex No. 6 or another unambiguous statement. In these cases, the trader is obliged to immediately send the consumer confirmation of receipt of his withdrawal on a durable medium.

(5) The burden of proof for exercising the right of withdrawal from the distance contract or from the contract outside the commercial premises lies with the consumer.
Article 53. (Amended - SG, issue 64 of 2007, issue 61 of 2014, effective from 25.07.2014) The exercise of the right of withdrawal terminates the obligations of the parties to fulfill the distance contract or the contract outside the commercial premises, or in cases where the consumer has made a proposal to conclude a distance contract or a contract outside the commercial premises.
Article 54. (Amended – SG, issue 61 of 2014, effective from 25.07.2014) (1) When the consumer has exercised the right of withdrawal from the distance contract or from the contract outside the commercial premises, the trader refunds all amounts received from the consumer, including delivery costs, without undue delay and no later than 14 days from the date on which he was informed of the consumer's decision to withdraw from the contract according to Article 52.

(2) The trader is obliged to refund the amounts received using the same payment method used by the consumer in the initial transaction, unless the consumer has expressed his explicit consent to use another payment method and provided that this is not associated with costs for the consumer.

(3) The trader has no obligation to refund additional delivery costs of the goods when the consumer has explicitly chosen a method of delivering the goods other than the cheapest standard delivery offered by the trader.

(4) In a sales contract, when the trader has not offered to collect the goods himself, he may withhold the payment of the amounts to the consumer under paragraph 1 until he receives the goods or until the consumer provides proof that he has sent the goods back, depending on which of the two occurs first.
Article 54a. (New - SG, issue 27 of 2013) When concluding a distance contract by phone, the contract comes into force and the consumer is bound by the proposal from the day the supplier receives the consumer's consent in written form.
Article 55. (Amended - SG, issue 64 of 2007, issue 61 of 2014, effective from 25.07.2014) (1) When the consumer exercises the right of withdrawal from the distance contract or from the contract outside the commercial premises and when the trader has not offered to collect the goods himself, the consumer must send or deliver the goods back to the trader or to a person authorized by him without undue delay and no later than 14 days from the date on which the consumer has notified the trader of his decision to withdraw from the contract under Article 52. The deadline is considered met if the consumer sends or delivers the goods back to the trader before the expiration of the 14-day period.

(2) The consumer pays only the direct costs of returning the goods under paragraph 1 except in cases where the trader has agreed to pay them, or if the trader has not informed him that the costs of returning the goods are to be borne by the consumer.

(3) In a contract outside the commercial premises, when the goods have been delivered to the consumer's home at the time of concluding the contract, the trader is obliged to collect the goods at his own expense if the nature of the goods is such that they cannot be returned in the usual way by mail.

(4) The consumer is only responsible for the diminished value of the goods caused by testing them, other than what is necessary to establish their nature, characteristics, and proper functioning. The consumer is not responsible for the diminished value of the goods when the trader has not informed him of his right of withdrawal under Article 47, paragraph 1, item 8.

(5) When the consumer exercises the right of withdrawal after having made a request under Article 48, paragraph 3 or Article 49, paragraph 9, he pays the trader a proportional amount for what has actually been provided to him up to the moment the consumer has notified the trader of exercising the right of withdrawal.

(6) The proportional amount under paragraph 5 that the consumer must pay to the trader is calculated based on the final price agreed in the contract. If the final price is excessively high, the proportional amount is calculated based on the market value of what has actually been provided.

(7) When the consumer exercises the right of withdrawal from the contract, he does not owe costs for:

1. the provision of services or for the delivery of water, gas or electricity when they are not offered for sale, packaged in a limited volume or in a specific quantity, or for central heating, in whole or in part, performed during the withdrawal period, when:

a) the trader has not provided information under Article 47, paragraph 1, item 8 or 10, or

b) the consumer has not expressly requested that the performance of the contract begin during the period for exercising the right of withdrawal from the contract according to Article 48, paragraph 3 and Article 49, paragraph 9, or

2. the delivery in whole or in part of digital content that is not delivered on a material medium, when:

a) the consumer has not given his explicit prior consent for the performance of the contract to begin before the expiration of the 14-day period under Article 50, or

b) the consumer has not confirmed that he knows that by giving consent for the performance of the contract to begin, he will lose the right of withdrawal from the contract, or

c) the trader has not provided confirmation of the explicit prior consent and acceptance by the consumer for the performance of the contract to begin according to Article 48, paragraph 2 or Article 49, paragraph 8.

(8) The consumer is not liable for exercising the right of withdrawal, except in the cases under paragraphs 1, 2, 4 and 5 and Article 54, paragraph 3.

Warranty conditions:

1. The warranty period starts from the date of purchase of the goods by the CUSTOMER. For individuals, the minimum warranty period is 24 months. 2. The completeness and quantity of the goods are checked upon receipt. Complaints thereafter are not accepted. 3. If during the warranty period the hardware product shows a defect, the SUPPLIER undertakes the warranty to repair or replace the equipment. The product is replaced with a new or similar one that has approximately the same functions as the replaced product. 4. Warranty service is performed only in an authorized service center by the importer, as for malfunctions caused by the customer's fault and mechanical damage, the SUPPLIER is not responsible and terminates the warranty support. 5. The customer is obliged to provide the product in its COMPLETE packaging when making a complaint. 6. The warranty is void in cases of: * Improper operation and storage. * Malfunctions in the electrical network and power surges. * Improper preparation for operation or maintenance. * Force majeure. In case of a warranty issue: Contact the office of MallBG.com for assistance and if necessary, you will be directed to the nearest authorized service center by the importer. This warranty card is issued in electronic form, which the customer receives at their email address. In case of loss of the warranty card, the warranty does not expire and warranty service cannot be refused. Mandatory information under the CPA Territorial scope: Republic of Bulgaria According to Article 119 of the CPA, regardless of the commercial warranty, the seller is responsible for the lack of conformity of the consumer goods with the sales contract according to the warranty under Articles 112 – 115; Article 112. (1) In case of non-conformity of the consumer goods with the sales contract, the consumer has the right to make a complaint, requesting the seller to bring the goods into conformity with the sales contract. In this case, the consumer may choose between repairing the goods or replacing them with a new one, unless this is impossible or the method chosen by him for compensation is disproportionate compared to the other. (2) A method of compensating the consumer is considered disproportionate if its use imposes costs on the seller that are unreasonable compared to the other method of compensation, taking into account: 1. the value of the consumer goods if there was no lack of conformity; 2. the significance of the non-conformity; 3. the possibility of offering the consumer another method of compensation that is not associated with significant inconvenience to him. Article 113. (1) (New - SG, issue 18 of 2011) When the consumer goods do not conform to the sales contract, the seller is obliged to bring them into conformity with the sales contract. (2) (Previous paragraph 1 - SG, issue 18 of 2011) The bringing of the consumer goods into conformity with the sales contract must be carried out within one month from the date of the consumer's complaint. (3) (Previous paragraph 2, amended - SG, issue 18 of 2011) After the expiration of the period under paragraph 2, the consumer has the right to terminate the contract and to have the paid amount refunded or to request a reduction in the price of the consumer goods according to Article 114. (4) (Previous paragraph 3 - SG, issue 18 of 2011) The bringing of the consumer goods into conformity with the sales contract is free of charge for the consumer. He does not owe costs for shipping the consumer goods or for materials and labor related to their repair, and must not suffer significant inconvenience. (5) (Previous paragraph 4 - SG, issue 18 of 2011) The consumer may also request compensation for damages suffered as a result of the non-conformity. Article 114. (1) In case of non-conformity of the consumer goods with the sales contract and when the consumer is not satisfied with the resolution of the complaint under Article 113, he has the right to choose between one of the following options: 1. termination of the contract and refund of the amount paid by him; 2. reduction of the price. (2) The consumer cannot claim a refund of the paid amount or a reduction in the price of the goods when the trader agrees to replace the consumer goods with a new one or to repair the goods within one month from the date of the consumer's complaint. (3) The consumer cannot claim termination of the contract if the non-conformity of the consumer goods with the contract is insignificant. (4) The trader is obliged to satisfy a request for termination of the contract and to refund the amount paid by the consumer when, after satisfying three complaints from the consumer by repairing the same goods, within the warranty period under Article 115, there is a subsequent occurrence of non-conformity of the goods with the sales contract. Article 115. (1) The consumer may exercise the right under this section within two years from the delivery of the consumer goods. (2) The period under paragraph 1 stops running during the time necessary for the repair or replacement of the consumer goods or for reaching an agreement between the seller and the consumer for resolving the dispute. (3) The exercise of the consumer's right under paragraph 1 is not subject to any other time limit for filing a claim, other than the time limit under paragraph 1.

The products must be returned in the same condition in which they were received (without damage, in good commercial condition and complete packaging. All accompanying products and accessories must be present).