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Complaints

Complaints

According to the Law on Consumer Protection (Official Gazette of RS, No. 62/2014), online shopping is considered a distance sale.
The Law on Distance Selling establishes the right of a buyer, who is considered a consumer (a natural person who buys a product to meet his individual needs and not to perform professional activities), to withdraw from the contract within 14 days from the day the product was delivered to the state, ie to the state of the person designated by the buyer and not the carrier. When withdrawing, the buyer can, but does not have to, state the reasons for withdrawing.
The buyer is obliged to return the product without delay, and no later than within 14 days from the day when he sent the withdrawal form. After the expiration of the period of 14 days from the day when he sent the withdrawal, the product can no longer be returned. It is possible to return only products that are unused, undamaged and in the original packaging, with all accessories and accompanying documentation (warranty card, instructions, etc.), where the original fiscal snippet must be attached.
Upon receipt of the product, it will be determined whether the product is correct and undamaged. The customer is responsible for defects or damage to the product that are the result of inadequate handling of the product, ie. the buyer is solely responsible for the impaired value of the product that arises as a result of handling the goods in a way that is not adequate, ie exceeds what is necessary to establish its nature, characteristics and functionality. If it is determined that a defect or damage to the product has occurred through the fault of the buyer, the refund of the price will be refused and the product will be returned to him at his expense.
The trader is obliged to return to the consumer without delay the amount paid by the consumer under the contract, and no later than 14 days from the date of receipt of the statement of withdrawal.

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