Complaints
Effective from 31.08.2026
In short
- If the goods are faulty or do not match the description, you have a two-year statutory guarantee.
- Write to hello@kittydream.eu — that is enough to bring a complaint.
- You can ask for repair or replacement and, in defined circumstances, a price reduction or termination with your money back.
- The costs of a complaint are ours.
- We enter the complaint in a register and issue you a numbered document.
1. When you can bring a complaint
As seller we are liable for any lack of conformity of the goods with the contract which exists at delivery and becomes apparent within two years of it (чл. 31, ал. 1 ЗПЦСЦУПС). You can bring a complaint within that same two-year period from delivery (чл. 45, ал. 1 ЗПЦСЦУПС).
Goods do not conform to the contract where, for example, they:
- do not match the description, type, quantity or quality stated on the site;
- are not fit for the purposes for which goods of that kind are normally used;
- arrive damaged, soiled or spilled;
- have different packaging from that stated, or packaging unsuitable for normal storage;
- lack qualities we announced in advertising or on the label.
A presumption in your favour: if the lack of conformity appears within one year of delivery, it is presumed to have existed at delivery — we have to prove otherwise, not you (чл. 32, ал. 1 ЗПЦСЦУПС).
The statutory guarantee costs you nothing. It is independent of any commercial guarantee and we cannot limit it.
2. What you can ask for
You have the right (чл. 33 ЗПЦСЦУПС):
1. To have the goods brought into conformity — at your choice, repair or replacement, unless the option chosen is impossible or would cause us disproportionate cost. Repair or replacement is free to you, carried out within one month of your notification and without significant inconvenience to you (чл. 34, ал. 2 ЗПЦСЦУПС). On replacement we take the replaced goods back at our expense.
2. To receive a proportionate price reduction — proportionate to the difference between the value of the goods received and the value they would have had without the lack of conformity (чл. 35 ЗПЦСЦУПС).
3. To terminate the contract and get your money back.
You can ask for a price reduction or termination where:
- we have not carried out repair or replacement, or have refused to bring the goods into conformity;
- the lack of conformity is so serious that it justifies immediate reduction or termination;
- the lack of conformity reappears despite our attempt to remedy it.
You cannot terminate if the lack of conformity is minor; the burden of proving that it is minor is ours.
All costs of a complaint — transport, repair, replacement — are ours. This is the difference from the right of withdrawal, where the return cost is yours.
3. How to bring a complaint
A complaint can be oral or written. We recommend writing — by e-mail.
Write to: hello@kittydream.eu
We also accept complaints:
- by post at 26 Perla St., fl. 2, office A5-01, Mladost district, Varna 9009, Bulgaria — this is also the company’s address of management;
- by telephone on 0700 11 492 (charged at the rate of an ordinary call).
(Under чл. 47, ал. 3 ЗПЦСЦУПС, complaints are accepted both on this website and at the company’s address of management.)
What to send us:
- your order number and the date you received the goods;
- proof of purchase — the order number alone is enough, because the order is in our system. If you have kept them, the courier’s postal money transfer receipt, the order document we sent you, or the invoice if we issued one, all help too. Not having a fiscal receipt is no obstacle — none is issued for payment by postal money transfer;
- a description of the problem and what you want — repair, replacement, price reduction or termination;
- photographs, if the problem is visible;
- any other documents your complaint relies on.
What we do. We enter the complaint in our register of complaints and send you a document stating the date, the number under which the complaint was entered in the register, the type of goods, and the signature of the person who accepted it (чл. 47 ЗПЦСЦУПС). You will receive this document by e-mail.
We will reply as quickly as we can and tell you how we will resolve the matter.
4. Complaint or withdrawal — which is which
| Complaint | Right of withdrawal (14 days) | |
|---|---|---|
| When | The goods are faulty or do not match the description | You have simply changed your mind |
| Period | 2 years from delivery | 14 days from receipt |
| Reason needed | Yes — the lack of conformity | No |
| Who pays the shipping | We do | You do |
| What you get | Repair, replacement, reduction, or money back | Money back, including the delivery you paid |
See also Right of withdrawal.
5. If we have not resolved it
Write to hello@kittydream.eu first — almost everything is resolved that way, and quickly. If we have not resolved it, you have the following options:
Commission for Consumer Protection (КЗП)
1 Vrabcha St., floors 3–5, Sofia 1000, Bulgaria
Consumer line: 0700 111 22
Website: kzp.bg — complaints are filed through the electronic form on the site
Varna regional office: 112 Vladislav Varnenchik Blvd., fl. 4, tel. +359 52 603 778
Alternative dispute resolution — conciliation commission
Because our registered seat is in Varna, the competent alternative dispute resolution body is the General Conciliation Commission seated in Varna, covering the Varna, Dobrich and Silistra regions, established within the Commission for Consumer Protection.
An application is filed through the КЗП portal, “Помирителна комисия” section, or in person / by post at КЗП’s central or regional offices. The procedure is voluntary and free of charge for the consumer. Before applying, you must have raised the dispute with us directly.
Courts
Bringing a complaint does not prevent you from bringing a court claim (чл. 48 ЗПЦСЦУПС). The Bulgarian courts have jurisdiction.
The European Online Dispute Resolution (ODR) platform has been shut down. It stopped accepting new complaints on 20 March 2025 and was discontinued on 20 July 2025 by Regulation (EU) 2024/3228. We therefore do not publish a link to it. If you have seen such a link in another shop, it no longer works.