Last updated: 7 May 2026.
1. Right of withdrawal
As a Consumer, you have the right to withdraw from the contract within 14 calendar days from the day you receive the goods, without paying any compensation or penalty and without stating a reason (Article 50 of the Bulgarian Consumer Protection Act).
2. How to exercise the right
Notify us of your decision before the 14-day period expires by:
- email to office@ergi.bg;
- filling in and sending the standard withdrawal form (see Section 7 below).
To meet the deadline, it is sufficient to send your communication before the period has expired.
3. Return period and address
The goods must be returned within 14 days of the day on which you notified us of withdrawal. Return address:
ERGI Ltd. (ЕРГИ ЕООД)
36 Klokotnitsa Str., fl. 5, ap. 8, Sofia 1233, Bulgaria
Phone: +359 898 446 516
We recommend returning with a tracked method (Speedy office, BoxNow locker) to have proof of dispatch.
4. Who pays for return shipping
| Case | Who pays |
|---|---|
| Return upon withdrawal (without reason) | The Customer (Art. 55(2) Bulgarian CPA) |
| Return of defective or non-conforming goods | ergi.bg |
5. Refund
We refund the full amount you paid (including the cost of initial delivery, if charged) within 14 calendar days from receipt of the returned goods.
Exception — more expensive delivery method: if you chose a delivery method other than the cheapest standard method we offer, we refund only the amount that the cheapest standard method would have cost. The difference (the supplementary cost of the more expensive delivery method you selected) is not refundable (Article 54(3) Bulgarian CPA).
By default, the refund is made by the same method you used for payment:
- card payment → refund to the same card (via BORICA);
- cash on delivery / card-at-courier → bank transfer to an IBAN you provide;
By exception, with your express written consent, the refund may be made by another method (e.g. an IBAN you specify).
6. Defective or non-conforming goods
If the goods you received are defective or do not conform to the contract, you are entitled to a full refund. In this case we cover the return shipping costs.
Notify us promptly at office@ergi.bg, describing the defect (with photos if possible), and we will send return instructions at our cost.
6.1. Statutory warranty
You are entitled to a statutory guarantee of 2 years from the date of receipt of the goods (Article 112 Bulgarian CPA, Directive (EU) 2019/771).
6.2. Warranty exclusions
The warranty does not cover:
- Normal wear and tear, including:
- Scratches on plexiglass and glass from daily use
- Tarnishing (oxidation) of silver elements (clasps, hooks, chains) — a natural process, not a defect; can be removed with proper cleaning
- Fading or colour change of wood elements from prolonged exposure to direct sunlight
- Damage from improper use or storage (high humidity for wood elements, high temperature for plexiglass, storage without a separate box/pouch)
- Mechanical impact — breakage, deformation, cracking of plexiglass, wood or glass elements
- Breakage of chains, clasps or earring hooks from sudden load
- Contact with aggressive chemicals — perfumes, lotions, cosmetics, chlorinated or sea water, household chemicals, solvents
- Repairs or modifications performed by third parties
7. Standard withdrawal form
Complete and send this form only if you wish to withdraw from the contract. You can copy it into an email to office@ergi.bg.
To: ERGI Ltd. (ЕРГИ ЕООД), 36 Klokotnitsa Str., fl. 5, ap. 8, Sofia 1233, Bulgaria, email: office@ergi.bg
I/We* hereby give notice that I/we* withdraw from my/our* contract of sale of the following goods/for the supply of the following service*:
Ordered on*/received on*:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s)* (only if this form is notified on paper):
Date:* Delete as appropriate.
8. Exceptions to the right of withdrawal
The right of withdrawal does not apply to items made to the Customer's individual specifications (custom orders), pursuant to Article 57(3) of the Bulgarian CPA. This rule applies only with explicit written confirmation of the custom nature of the order from the Customer and after production has commenced.
9. Condition for return
The goods must be returned in a condition that allows resale — without signs of use, damage or contamination, ideally in the original packaging. You have the right to unpack and inspect them as you would in a shop; for handling beyond this, you may be liable for any diminished value of the goods (Article 55(4) Bulgarian CPA).
10. Out-of-court dispute resolution
If you disagree with our decision on a return, you may turn to:
- European Commission Online Dispute Resolution platform — https://ec.europa.eu/consumers/odr
- General Conciliation Commission attached to the Bulgarian Commission for Consumer Protection, Sofia — пл. „Славейков" № 4А, ет. 3, гр. София 1000; https://kzp.bg
11. Contact
ERGI Ltd. (ЕРГИ ЕООД)
36 Klokotnitsa Str., fl. 5, ap. 8, Sofia 1233, Bulgaria
Email: office@ergi.bg
Phone: +359 898 446 516 (Monday–Friday, 09:00–17:00 EET)
