Refund policy

Returns, Exchanges and Refunds Policy

Last updated: 9 September 2026

We want you to be completely satisfied with your purchase. If the size doesn't fit or the product is not what you expected, you can easily return it following the procedure described below.

1. Right of Withdrawal – 14 Days

According to Article 50 of the Consumer Protection Act, you have the right to withdraw from your order within 14 days from the day you or a person designated by you receive the goods, without giving a reason. If your order contains multiple items delivered separately, the deadline runs from receipt of the last item.

The right of withdrawal applies to all orders, whether delivered in Bulgaria, the EU or outside it.

2. How to Request a Return

  1. Within the 14-day period, notify us at shop@roberto.bg (or by phone +359 890 115 455), stating the order number, the items you are returning, and your preferred refund method. You may use the standard form at the end of this page, but this is not mandatory – a clear statement is sufficient.
  2. We will confirm receipt of your request and send you instructions. For returns from Bulgaria, we will also send you a prepaid waybill.
  3. Send the goods to: "Roberto – Velingrad" EOOD, blvd. "Saedinenie" No. 115, 4600 Velingrad, Bulgaria, no later than 14 days after you have notified us of the withdrawal.

We recommend keeping the courier's shipping document – it proves that you returned the goods within the deadline.

3. Who Pays for Returns

  • Returns from Bulgaria: at our expense. We send you a prepaid waybill or reimburse your courier cost if you shipped the goods yourself with Econt.
  • Returns from countries outside Bulgaria: the direct costs of returning the goods are at your expense. We recommend a tracked shipment.

4. Condition of Returned Items

You have the right to inspect and try the item as you would in a store – to unpack it, try it on indoors and check if it fits you. Please return it:

  • with all original tags and security elements (for example, hygiene sticker on swimwear);
  • shoes – in their original box, with the box placed in additional transport packaging, not sealed directly;
  • without signs of wear, washing, perfume, makeup, animal hair and without damage.

If the goods are returned with signs of use exceeding what is necessary to establish their type, characteristics and proper functioning (for example, shoes worn outside with worn soles, washed or soiled clothing), in accordance with Art. 55, para. 4 of the Consumer Protection Act, we have the right to reduce the refunded amount proportionally to the reduced value of the goods. In such case, we will notify you in writing, attach photos and specify the amount of the deduction before we process the refund. In case of substantial damage that makes the sale of the item impossible, the deduction may reach its full value, and the item will be returned to you.

5. Items not subject to return

In accordance with Art. 57 of the Consumer Protection Act, the right of withdrawal does not apply to:

  • underwear, socks and swimsuits where the hygiene sticker has been removed or the sealed package has been opened;
  • items made or personalized on your order (embroidery, engraving, size alteration to measure);
  • gift vouchers.

These exceptions do not limit your right to file a complaint for defects (see section 8).

6. Refund of amount

  • We refund the full paid amount, including standard shipping costs to you (if you have chosen a more expensive shipping method than the standard one, the difference is not refunded).
  • The refund is processed no later than 14 days from the date you notified us of the withdrawal. We have the right to withhold the refund until we receive the goods back or until you send us proof that you have sent them – whichever comes first.
  • We use the same payment method you used to pay (card, Apple Pay, etc.). For cash on delivery we refund to a bank account specified by you (IBAN). We do not charge fees for the refund.
  • After we send the refund, your bank or card operator may need 3 to 10 business days to reflect it in your account.
  • In case of partial return of an order that used free shipping or a promo code with a minimum value, we recalculate the discount for the remaining items if the condition for it is no longer met after the return.

7. Size or model exchange

If you wish a different size or color, write to us at shop@roberto.bg. For Bulgaria, we arrange the exchange with one courier shipment – the courier collects the returned item and delivers the new one. If the desired size is not in stock, we will refund you. For orders outside Bulgaria, the quickest option is to return the item and place a new order.

8. Claims for defects or wrong item

All products come with 2-year statutory warranty for conformity. If you receive a defective, damaged, or different item than ordered, or a defect appears during normal use, write to us at miroslav@tyufekchiev.com or shop@roberto.bg with your order number, description, and photos.

  • Return costs for claimed goods are entirely at our expense, regardless of country.
  • We will review the claim and respond within 14 days. We offer repair or replacement at your choice; if this is impossible or not completed within a reasonable time – price reduction or full refund.
  • The warranty does not cover normal wear and damage from misuse or improper maintenance.

If the package arrives with visibly damaged packaging, ask the courier to draw up a damage report and notify us the same day.

9. Inspection and testing upon delivery

For deliveries with Econt, DHL, and GLS you can request the "Inspection and testing" option – open the package in the courier's presence and refuse items before payment. This option is not available for DPD deliveries. Items refused upon inspection are returned at our expense.

10. Corporate clients

For orders from legal entities, the return conditions agreed in the individual agreement with the client apply. In the absence of such agreement, these conditions apply, except for provisions arising from the Consumer Protection Act, which apply only to consumers.

11. Standard withdrawal form

(Complete and submit only if you wish to withdraw from the contract)

To: "Roberto – Velingrad" EOOD, bul. "Saedinenie" №115, 4600 Velingrad, shop@roberto.bg

I hereby notify that I withdraw from the purchase contract concluded by me for the following goods: ______________________________
Order number: __________ Order date: __________ Date of receipt: __________
Consumer name: ______________________________
Consumer address: ______________________________
IBAN for reimbursement (for cash on delivery): ______________________________
Signature (paper submission only): __________ Date: __________

12. Returns and Complaints Contact

Email: shop@roberto.bg | Complaints: miroslav@tyufekchiev.com
Phone: +359 890 115 455 (BG/GR/RU) | +359 892 030 004 (EN)
Return address: blvd. "Saedinenie" №115, 4600 Velingrad, Bulgaria