Why your position is different
When you buy as a private individual from a trader, the law starts from the premise that the two sides are not equal. So there are rules that cannot be contracted out of, even if you signed.
The practical consequence: a clause is not automatically valid merely because it is there and you put your name under it.
Unfair terms
A term creating a significant imbalance to your detriment, which was not individually negotiated, may not bind you.
Classic examples: a right to change the price or interest rate unilaterally without a clear basis, excessive early termination fees, an obligation to litigate only in a distant place, automatic renewal without notice.
It is especially common in loan agreements, telecoms contracts and subscriptions.
A complaint that was refused
A trader’s refusal is neither final nor an expert opinion. What gets checked is the basis for it, whether the proper procedure was followed, and whether a burden is being shifted onto you that is not yours.
If you bought online, your position is usually stronger, because additional rules apply to distance selling.
What to do
Everything in writing. The complaint is submitted in writing and a dated copy kept. A conversation in the shop leaves no trace.
Keep the receipt, the contract, the general terms in the form they were given to you, and every piece of correspondence.
When you probably do not need me
For a small sum, the administrative route through the supervisory authority is often faster and free. I will tell you when that is more sensible than a lawyer.
Call when the sum is substantial, where a loan is involved, or once the trader has refused you in writing.
If you are a foreign national who bought in Bulgaria
Your rights are the same. Where you bought from a trader in another European Union country, there are additional routes.
What I will need
The contract and the general terms. The payment documents. The complaint and the reply. The advertising promises, if you relied on them. The correspondence.
This page provides general information and does not constitute legal advice on any specific case. Rights and deadlines depend on the facts and the applicable law.