Legal
Complaints and Faulty Goods
What to do if something arrives damaged, faulty, or not as described.
Last updated:
1. Your statutory rights
Goods must match their description and be of satisfactory quality. If they do not conform to the contract you have a claim for two years from delivery, at no cost to you. This is a legal right and is in addition to your 14-day right of withdrawal.
2. What you can ask for
First, a repair or a replacement, whichever you prefer, unless it is impossible or disproportionate. If that is not carried out within a reasonable time and without significant inconvenience to you, you may then ask for a price reduction or cancel the contract and get your money back.
3. How to make a claim
Contact us using the details below with your order number, what is wrong, and photographs if the item arrived damaged. Please keep the packaging until the claim is settled, as the courier may need to inspect it.
4. Our response
We will confirm in writing that we received your complaint and tell you within 14 days whether we accept it. If we do, we will resolve it within one month of the date you raised it — the period the Consumer Protection Act allows us — and we will tell you how. We keep a register of complaints as Bulgarian consumer law requires.
5. Damage in transit
Please check your parcel on delivery. If it is visibly damaged, note this with the courier before signing, and tell us the same day. This makes a claim against the carrier far easier, though it does not affect your rights against us.
6. If we cannot agree
You may complain to the Commission for Consumer Protection (kzp.bg) or ask for the dispute to be heard free of charge by a conciliation commission attached to it — the procedure is out of court and voluntary, but we will take part in it. Your right to go to a Bulgarian court remains, and choosing a conciliation commission does not waive it.
Trader identification
- Trader
- VireonLabs EOOD (ВиреонЛабс ЕООД)
- Reg. No.
- 208907603
- VAT No.
- Not VAT-registered
- Registered address
- р-н Студентски, ж.к. Малинова долина, ул. „Еньо Вълчев“ 1А, 1734 София, Bulgaria
- contact@55candles.com
- @55candles.bg
- Supervisory authority
- Commission for Consumer Protection kzp.bg