Last updated: 29.09.2026
A return at the customer's request, an exchange for a different size, and a claim regarding a defective product are different situations. This page explains the rules applicable to each of them.
One form for all cases
The quickest and recommended way to request withdrawal from an online purchase, a return, an exchange, report an incorrectly delivered product, transport damage, a defect, or a warranty claim is through our general form:
Request a return, exchange or warranty claim
Select the relevant reason and provide the information about your order and the product. In the event of a defect or damage, we recommend attaching clear photos whenever possible.
Using the online form does not limit your ability to exercise your statutory rights in any other manner permitted by law.
Returns within 14 days
If you have purchased a product from Tempo.bg as a consumer, you have the right to withdraw from the distance contract without giving any reason within 14 days from receiving the product, except in cases where statutory exceptions apply.
Before sending the product back, you must inform us of your decision to withdraw. We recommend using the return form.
What condition should the product be in?
You may inspect and try the product to the extent necessary to establish its nature, characteristics, functionality and appropriate size – in a manner similar to what you would be able to do in a physical store.
If the product has been used beyond what is necessary and its value has consequently been reduced, you may be liable for the corresponding decrease in value.
Footwear
Please try footwear only on a clean and dry indoor surface. Do not use it outdoors, on a court, trail or other terrain.
Please keep the original box. When returning the product, place the shoe box in suitable outer shipping packaging. Do not attach shipping labels or adhesive tape directly to the original box.
Clothing
You may try on the garment to check the size and fit. Please do not wear it for an extended period, wash it, or expose it to stains, make-up, cosmetics, strong fragrances, pet hair or other signs of use.
Racquets and sports equipment
You may inspect the product and check its size, grip and basic characteristics. Playing with a racquet or using sports equipment for its intended purpose beyond what is necessary to try it may result in a reduction in value.
Bags, backpacks and accessories
You may check the dimensions, compartments, straps and functionality. Extended outdoor use, dirt, scratches or other signs of actual use may result in a reduction in value.
Packaging, labels and accessories
We recommend keeping the original packaging, labels, instructions, accessories, spare parts and all other components supplied with the product.
The absence of the original packaging or label does not in itself automatically cancel the statutory right of withdrawal. However, if the condition of the product or missing components have resulted in an actual reduction in its value, this may be taken into account when processing the refund.
Exceptions to the right of withdrawal
The law provides for certain cases in which the right of withdrawal does not apply. Depending on the particular product or service, these may include, for example:
- goods made or personalised according to the customer's individual specifications;
- sealed goods which, once unsealed, are not suitable for return for health protection or hygiene reasons;
- goods with a short shelf life;
- fully performed services where the applicable statutory conditions have been met;
- other cases expressly provided for by law.
None of these restrictions affect your rights in the event of a defect or lack of conformity.
Exchange for a different size or product
If you would like a different size or variant, please submit a request using the return form.
An exchange is subject to availability of the requested product. Where an exchange is requested by the customer, the cost of returning the originally received product is borne by the customer. Shipment of the replacement product is subject to the standard terms published on the Delivery page.
If an incorrect size or product was sent due to an error on our part, the necessary shipping costs are covered by Tempo.bg.
Return shipping costs
In the case of withdrawal or exchange requested by the customer, the direct cost of returning the product is borne by the customer, unless expressly stated otherwise.
Please do not send returned products cash on delivery at the expense of Tempo.bg.
In the event of a valid claim, an incorrectly delivered product, or another case where the seller is responsible for the cost, we will provide you with specific return instructions.
Refunds
In the event of a valid withdrawal, we will refund the amounts due in accordance with the applicable law.
If you withdraw from the entire order, the refund includes the cost of the standard initial delivery where required by law. If you selected a delivery method that was more expensive than our standard delivery option, the additional difference is not refunded where permitted by law.
Payment by bank card
The amount is refunded to the same card used for the original payment.
Cash on delivery
The refund is made by bank transfer to an IBAN provided by the customer.
Tempo.bg gift voucher
An amount paid with a gift voucher is not refunded in cash. The corresponding value is credited back to the voucher used, while the original validity period remains unchanged and is not extended.
Purchase in instalments
For purchases made in instalments, the refund and any amendment or termination of the financing are processed in cooperation with the relevant financial institution and in accordance with the credit agreement.
Incorrect or damaged product
If we have sent you a different product or the item arrived damaged, please report the case as soon as possible via /return-add.
Where the issue is confirmed and Tempo.bg is responsible, the necessary return, repair or replacement costs are covered by us.
Claim for a defect or lack of conformity
The right to withdraw from an online purchase and the right to make a claim regarding a defective product are separate rights.
A defective product does not have to be unused or in a resaleable condition. A defect may become apparent precisely during normal use.
A claim regarding goods may be submitted within two years from their delivery, unless the applicable law or a more favourable commercial warranty provides otherwise.
The presence or absence of a warranty card does not affect your statutory rights against the seller.
Your statutory rights in the event of lack of conformity
In the event of lack of conformity of the goods, the consumer has legal remedies against the seller that are free of charge, in accordance with Section III “Consumer Remedies. Right of Recourse” of the Bulgarian Act on the Provision of Digital Content and Digital Services and on the Sale of Goods (ЗПЦСЦУПС).
In the event of lack of conformity, the consumer has the right to request that the goods be brought into conformity. Subject to the conditions provided by law, the available remedies may include:
- repair;
- replacement;
- a proportionate reduction in price;
- termination of the contract.
Bringing the goods into conformity is carried out free of charge and without significant inconvenience to the consumer.
Warranty repair and service
For products where repair is technically appropriate – for example certain electronics, sports watches, headlamps, electric massagers, machines or other equipment – Tempo.bg may send the product to an authorised service centre, importer or manufacturer for diagnosis and repair.
This forms part of the claim handling process and does not change the fact that the statutory claim is made against the seller.
For footwear, clothing, racquets, bags and other products, each case is handled according to the nature of the defect and the statutory remedies applicable to it.
How to submit a claim
The quickest way is to use the return and warranty claim form.
Please provide your order number, the product, a description of the issue, your preferred resolution and up-to-date contact details. Where possible, please attach photos.
If necessary, we may ask you to send the product to us for physical inspection or diagnosis.
Return address
WEBMATE LTD.
1 Universitetski Park St., Office 112, Sofia, Bulgaria
Phone: +359 878 995 164
Please do not send parcels cash on delivery at the expense of Tempo.bg unless we have explicitly instructed you otherwise in advance.