Please inspect the products and accompanying documentation upon receipt. If you notice any visible damage to the product or packaging during the delivery process or discover physical damage to the products after opening the package, it is necessary to contact the courier service within 24 hours and create a report of the damage with them.
The customer may file a complaint with the merchant within 8 (eight) days from the date of receiving the product (“Complaint”).
To submit a Complaint, please fill out the Complaint Form with a detailed explanation of the non-conformity, and send it electronically to the email address . We will send you the Complaint Form together with the Shipping Confirmation.
If the payment was made using Visa, Mastercard, Maestro, or American Express credit cards, the customer must also provide the payment confirmation data (TRANSACTION_ID, AUTH_CODE) in the Complaint.
The merchant is obliged to confirm to the customer within 48 hours of receiving the Complaint and respond to the customer’s Complaint in writing or electronically within 8 (eight) days from the date of receiving the Complaint. The response to the Complaint must include a decision to accept the Complaint, an explanation of the customer’s request, and a specific proposal and deadline for resolving the Complaint, which cannot exceed 8 (eight) days.
The merchant will not consider Complaints that are unclear, incomplete, or submitted untimely, nor Complaints that are not submitted by the customer or a person authorized to represent the customer. If the Complaint is accepted, the customer is obliged to return the non-conforming product to the merchant via the courier service that delivered the goods to the customer (JP Post Serbia), at the expense of the merchant.
