Complaint policy

Last updated: September 3, 2026

Thank you for trusting "The Magic of the Bulgarian Rose"! We hope that each of our handmade jewels brings joy and becomes a special part of your story. If, however, something did not meet your expectations, we will find the best solution together.

1. Right of withdrawal within 14 days

According to Art. 50 of the Consumer Protection Act, you have the right to withdraw from your order within 14 days of receiving the goods, without stating a reason. In this case, we will refund the amount paid by bank transfer, according to the conditions described in detail in our Terms of Service.

Since some of our products (e.g., "Bespoke / Custom made" category) are manufactured individually upon specific customer request, the right of withdrawal does not apply to them according to Art. 57, item 3 of the CPA - please keep this in mind before ordering a personalized product.

2. Complaints after the 14-day period

If you find a discrepancy in product quality, a defect, or a problem after the 14-day period, please contact us - we will find the best solution for your case.

For a valid complaint, we offer you, at your choice:

repair of the item, when technically possible;
replacement with an identical or similar product;
Store credit (voucher for future purchase) equal to the value of the complained product, valid for 1 (one) calendar year from the date of issue and usable only in our online store bulgarianrosemagic.bg.

The exact solution is individually agreed upon with our employee, according to the specific case.

3. How to file a complaint

Contact us at email tmobrose@gmail.com or by phone 0884 744 118, describing the problem and, if possible, attaching photos of the item and the order number. We will respond as soon as possible with instructions for the next steps.

4. Important

Customer satisfaction is our priority. Each of our products is unique, made from a real plant - that's why we approach each specific case with special care and assure you that we will find a fair solution.