Връщания и рекламации

Return and Complaint Policy - CASA ORO

This policy regulates the conditions for returns, withdrawal, and complaints of products purchased from CASA ORO (hereinafter referred to as “the Brand” or “the Merchant”), in accordance with the Consumer Protection Act (CPA) and the applicable legislation in the Republic of Bulgaria.

1. Right of Withdrawal (return without a reason)

1.1. The consumer has the right to withdraw from the purchase and return a product without giving a reason within 14 days from the date of receipt.
1.2. To exercise this right, the consumer must send an email to: office@casaoro.bg, with the following information:

  • order number
  • name and phone number
  • IBAN (if payment was not cash on delivery)
  • reason (optional)

1.3. The Brand is obliged to refund the paid amount within 14 days from the date on which the item is returned and accepted.
1.4. The amount is refunded using the same payment method, except for cash on delivery payments, where an IBAN is required.

2. Return Conditions

2.1. The product must be returned in the following condition:

  • unworn, unwashed, unaltered
  • without odors, stains, or signs of use
  • with original tags and packaging


2.2. Returns are not accepted for:

  • products worn or damaged by the consumer
  • products without tags
  • custom-made or personalized items (According to Art. 57 of the CPA.)

2.3. Return shipping costs are covered by the Consumer unless the product is defective or incorrectly delivered.

3. Complaints - defective or nonconforming products

3.1. In case of a discovered defect, missing part, or nonconformity, the customer has the right to file a complaint within 2 years from receipt.

3.2. The Merchant is required to respond to the complaint within 30 days, in accordance with the law.

3.3. Upon an approved complaint, the Consumer has the right to:

  • free repair of the defect
  • replacement with a new product
  • price reduction
  • refund of the amount paid

4. Shipping for returns/complaints

4.1. Address for returning shipments:
zhk. Nadezhda, bl. 272. et. G, fl. 3, ap. 97, Sofia, 1220
4.2. The Consumer must send the product with an option for inspection when possible.
4.3. In case of a warranty defect, return shipping costs are covered by the Merchant.

5. Contacts for returns and complaints

📧 Email: office@casaoro.bg
📞 Phone: +359879900971
🏢 Address: zhk. Nadezhda, bl. 272. et. G, fl. 3, ap. 97, Sofia, 1220