Consumer: any person provided with a product to satisfy personal or family needs or with whom a contract is concluded in this regard.


Supplier: any person providing a service or producing, exporting, distributing, displaying, circulating, trading, or concluding transactions in relation to a product to be offered for consumers, or concluding a contract or transaction concerning such product.

Product defect

Product defect: any deficiency in the value or benefit of a product, depending on the purpose of such product, that totally or partially prevents consumers from making use of such particular product as meant to be. This applies to defects resulting from handling or storing product, as long as consumer is not responsible for such a defect.

What are product replacement and returning conditions?

Unless the Agency determines a shorter period of time, depending on the nature of the product, the consumer may, within fourteen days from receiving the product, replace or return and refund the value, in case it is proved to be defective or inconsistent with the standards or the purpose for which the sale contract was made. The supplier shall replace or pay back the price of the product without any additional costs.

What data should be included at the invoice?

Name, location of the vendor; date of invoice/contract; price, specifications, nature, brand name, and quantity (number or weight) of the product; delivery date (in case later than purchase date) signature or stamp of supplier.

What is the invoice significance?

The invoice proves the conclusion of the purchase of goods or delivery of service between the consumer and the supplier. Upon consumer request, a supplier must issue an invoice without any additional financial or non-financial charges. Payment Statement is not be an invoice; cashier receipts / voucher can be considered as an invoice if name of supplier and the date of transaction are stated.

What are the terms of the sale on installments-basis?

The invoice of an installment-purchase must include the value of each installment, number of installments, the annual interest rate – and the fashion in which it is calculated ), date of interest addition, the total value of installments, means  of payment, legal procedures in case the consumer fails to pay any or all  of the installments. 

What does misleading advertisement mean?

A misleading advertisement includes false presentation, statement, claim, or any action that directly or indirectly creates a false or impression about a product nature, components, origin, weight, volume, manufacturing technique, production and expiry date, directions of use, producer, type of service and place of provision as well as contract terms and conditions including guarantee, after-sale service, price, payment method, trademarks and product specifications.

Definition of Consumer Protection Agency (CPA)

CPA is the governmental regulatory authority entrusted with the protection of consumer rights and was established by virtue of the Consumer Protection Law No. 67 in 2006 and its Executive Regulations.