Webshop Check

First impression

If you enter a shop with enough light to see the goods well, the prices are missing, or the seller wants to answer your questions, you will most likely refuse to buy from there. You need more reassurance that you will be satisfied with your purchase.
Initial impressions are also important when you visit an unfamiliar e-shop! See what the main signs are that you should pay attention to! If the webshop does not match some of them, consider whether you should target another online trader.
    - The site's web address only starts with http and is missing the letter S.
    - The name of the web address does not logically relate to what the web store sells. For example, a site with the address www.maratonkata.eu sells bicycles or car parts.
     - The quality of the pictures is terrible.
     - There are many spelling and linguistic errors, misspelt words, illogical phrases, and unfinished sentences — i.e., it looks as if a machine has translated the text, and its logic is lost. Sometimes, the product descriptions on the site are in one language, and the service information about the company and the general conditions are in another language or are missing at all.
     - Links on the website need to be fixed - for example, a link that should take you to a clothing category or to payment methods may not work at all. Links for social networks and bank cards do not open.

Who is the trader?

When using an e-shop, it's essential to check the company behind it, its location, and how to contact the trader. This information is typically available on the contact page, in the legal provisions, or in the general terms and conditions of the website. The information must be visible and easy to access regardless of where it's displayed. All traders in the EU are required to provide this information.
A web address with a URL that ends in "BG" and, accordingly, Bulgarian text on the site does not always mean that the trader is based in Bulgaria! 
Check if the trader is officially registered in the country where it is established. Check the database. For example, Bulgarian companies can be checked in the register here. Other EU countries - here. Another option is free internet search engines such as www.scamadviser.com and www.who.is. You can look at the address of the Google Maps office. The address of the company from where you want to buy a car for EUR 5000 may be at the end of the street of a small village. Think twice!

Do you shop from an online platform with many different sellers?

Find out who your trader is! The name will be visible around the goods you order; it must also appear on the order confirmation you will receive by email and on the invoice. If you buy from another person, your rights may be limited — for example, you will probably not be able to return the goods within 14 days or you will not have a 2-year warranty.

Check the trader's reputation!

It is always a good idea to do some research on a trader before making a purchase, especially if you have never shopped with them before or they have not been recommended to you by someone you trust. This is especially important when you find an online seller through an advertisement on social media and need to gain prior knowledge about them. 

• To check the reputation of an online store, you can use a search engine such as Google or Bing. Enter the name of the store followed by "complaints," "comments," or "reviews" in both Bulgarian and English. You can also look for customer feedback on specialised websites like Trustpilot or TripAdvisor. However, it is essential to read the reviews carefully, as false positive reviews may exist. These are usually written on the same day, repeatedly using the same expressions and phrases.
• If the store has a social media account, check it out. You can also see if there are many followers and what they think about the quality of goods and services.
• If the website is marked with a quality label, click on it to find out what this means.

Check what you are ordering!

Before you confirm the payment for any goods or services, make sure you know the exact price of the product, including any courier or shipping costs, and the expected delivery date. If the delivery is expected in more than 20-25 days, the product will likely be shipped from outside the EU or a dropshipping item. Determine the quality you expect from the product and consider whether it will be safe for your health and within your budget.
Thus:

• Please carefully read the product description and the information about the material it is made of.
• Suppose you're looking to purchase a branded bag or sneakers from a well-known company. In that case, it's advisable to check the official manufacturer's website to see if they work with the seller as a distributor/supplier.
• If you're paying for a service, check the terms and conditions to see if there are any deadlines for cancellation and whether you need to state this explicitly to the seller. There may be a free trial period, but often, after that, it'll become a paid subscription.

Check the price!

When ordering online, you must be clear about what is included in the price for the product or service you will pay. Different payment methods have different pros and cons. You can learn more about them in our brochure or in the special section of our website.
What else should you pay attention to?
     • Ensure that the price you see on the screen is the final price of the product or service.
     • Check whether the delivery is free or depends on the order's cost.
     • Do you order a shipment from a non-EU trader? If so, you will likely have to pay VAT, customs duty or other administrative costs.
   • Purchase branded products from authorised traders only. Verify the manufacturer's website or its official representative.
   • When making a hotel reservation, check for additional fees such as parking or pool services.
    • If you're using a service with a free trial period, check how you should end it so you don't get stuck with a subscription for the next year that you'll have to pay for even though you don't need to.

Check the terms and conditions for sale!

When shopping online, you usually have the right to return the goods within 14 days of delivery. See our return calculator here. 
Every product bought by a trader in the EU has a two-year legal warranty. If the product malfunctions within this period, you can request a repair, replacement, or refund from the trader. See our website for the difference between the right to withdraw and the warranty.
Furthermore, do not forget to check out:

• Terms and time of delivery.
• Are you entitled to 14 days to return the goods? If you have the right to withdraw, verify whether you will be responsible for the shipping costs or if the seller will cover them.
• Make sure you have information on how your data is protected.
• Find the trader's contact information so you can reach him if you have a question or problem with the order.

If there is a problem...

The European Consumer Centre Bulgaria can help solve specific cross-border cases with traders from other EU countries, Iceland, Norway, or the UK. 
Before you contact us, you must have reached the trader in written form and have asked for a solution to the problem. Keep a file of your correspondence with them and the documents they sent you.
If you cannot resolve the case, you can file a complaint by filling out the form on our site.