The Commission for Consumer Protection (KZP) gets the most complaints after November, when Black Friday brings many discounts. There are then three times as many complaints from consumers, said Hristo Trendafilov, director of the commission's "Consumer Protection in Distance Selling" directorate.

He spoke at a discussion called "Black Friday 2026: legal and safe online sales", organised by the Bulgarian E-commerce Association (BEA) at the Bulgarian Industrial Association building. Ignat Arsenov, chief director of the KZP's "Market Control" directorate, also took part.

Trendafilov said people get carried away in this period and buy on impulse. They then consider whether to send the goods back within the 14 days the law allows for online purchases. Some buyers do not know how to cancel an order, and do not know the deadline is 14 days.

Trendafilov listed breaches that are common among online sellers. Some do not refund the delivery cost. Others refund less than the price of the goods because the packaging has been opened.

Keeping the delivery money breaks the law, and the KZP can penalise sellers who do it. An opened package also does not let a seller keep part of the product's price. A buyer who files a claim does not have to keep the shipping box or the original packaging.

A seller who sells goods with no right of return must say so clearly on its website.

Trendafilov said the internet has no borders, and anyone who wants to abuse it can. In his view, consumers are fairly well informed and defend their rights, and online sellers know the risks they take.

Online shops must list their registered office, business address, phone number, email and website, if they have one, so customers can reach them quickly.