1. Right of Withdrawal (14 Days)
In accordance with the Law on Consumer Protection (“Zakon o zaštiti potrošača”), the Consumer (a natural person buying for personal needs) has the right to withdraw from the contract within 14 days from the day the goods were delivered, without giving any reason.
Procedure for Withdrawal:
- The Consumer must notify the Seller using the Withdrawal Form.
- The Consumer must return the goods to the Seller without delay, and no later than 14 days from the notification.
- The Consumer bears the direct cost of returning the goods (postage).
- The Seller shall refund the payments received (excluding additional delivery costs if the consumer chose a non-standard delivery) within 14 days of receiving the withdrawal notice, provided the goods have been returned.
2. Complaints (Legal Guarantee/Conformity)
The Seller is liable for any non-conformity of the goods that appears within 2 years from the delivery date.
Procedure for Filing a Complaint:
- Send a complaint to [EMAIL] or by mail to [ADDRESS]. Please include the invoice or proof of purchase and a description of the defect.
- The Seller will respond to the complaint within 8 days of receipt, proposing a solution (repair, replacement, or refund).
- The agreed solution will be implemented within 15 days (or 30 days for technical goods/furniture).
3. Out-of-Court Dispute Resolution
If a dispute cannot be resolved directly, the Consumer has the right to initiate an out-of-court dispute resolution procedure before a dedicated body. The Seller is obliged by law to participate in this procedure.
Form for Withdrawal from a Distance Contract
Please copy this text, fill it out, and email it to us or include it with your return package.
To:
[COMPANY NAME]
[ADDRESS]
[EMAIL ADDRESS]
Statement:
I hereby inform you that I withdraw from the contract of sale of the following goods:
- Ordered on: [DATE]
- Received on: [DATE]
- Order Number / Invoice Number: [NUMBER]
Consumer Details:
- Consumer Name: [NAME]
- Consumer Address: [ADDRESS]
- Bank Account for Refund (Optional): [ACCOUNT NUMBER]
Date: ………………………
Signature: ……………………… (only if submitted on paper)