Complaints and complaints

The buyer may file a complaint in order to exercise his rights due to non-compliance of the goods with the contract and the rights under the warranty, as well as due to incorrectly calculated price and other defects, in the following ways:

Any complaints and grievances, please submit to the sales unit where the purchase was made. If you bought the product in one of our retail stores, please file a complaint in the same branch, with the obligatory fiscal cut or slip - as required by the Consumer Protection Act,.If the product was purchased through our online portal www.svezaoci.com , do not hesitate to contact us as follows, we will do everything in our power to solve your problem:

• by calling the telephone number of our department for support and assistance to RMA users: 011 / 362-03-74 (working days 9-16h); or
• by 'Contact us' form, please provide your contact information and order number, as well as details of the objection; or
• in writing, to the Seller's address: Pasterova 1, 11000 Belgrade

 

The consumer may, within 14 days from the day of concluding the contract, unilaterally terminate the contract without giving a reason, whereby the returned product must be in the factory packaging, without any defects, in the purchased condition. In that case, according to Article 34 of the Law on Consumer Protection, the cost of delivery falls on the customer.

The Seller is obliged to respond to the Buyer's written complaint without delay, and no later than within eight days from the day of receipt of the complaint, in writing or electronically. The Seller's response to the complaint must contain a decision on whether to accept the complaint, a statement on the Buyer's request and a specific proposal and deadline for resolving the complaint. The deadline cannot be longer than 15 days (for furniture and technical goods 30 days), from the day of filing the complaint.

The Seller is obliged to act in accordance with the decision, proposal and deadline for resolving the complaint, if he has obtained the prior consent of the Buyer. Therefore, the Buyer will give his consent as soon as possible from the moment of receipt of the Seller's response to the complaint, so that the Seller can resolve the complaint within the above-mentioned legal deadline. Untimely giving of the Buyer's consent will be considered as one of the objective reasons due to which the Seller is not able to satisfy the Buyer's request within the legal deadline.

If the seller for objective reasons is not able to satisfy the Buyer's request within the agreed time, he is obliged to inform the Buyer about the extension of the deadline for resolving the complaint and state the deadline within which to resolve it, as well as to obtain his consent. as soon as possible. Extension of the deadline for resolving complaints is possible only once.

The Seller undertakes to replace any product submitted for service and whose complaint is not resolved within the agreed period with a new, the same or appropriate item. If the Buyer does not accept the replacement of the item with another suitable one, the Buyer will be refunded the purchase price.

The customer is obliged to pick up the repaired product no later than 30 days from the moment he received the notification that he can pick up the product from the service. After the expiration of that period, the Seller no longer assumes any responsibility for the given product and the product can be handed over for recycling.

The seller is obliged to keep records of received complaints, and to issue a written confirmation to the consumer or confirm the receipt of the complaint electronically, ie state the number under which his complaint is registered in the records of received complaints

Thank you for your understanding.