IMPORTANT NOTE :
Please pay attention to the difference between REPLACEMENT and COMPLAINT .
If, after receiving the item, you have determined that the item does not suit you for any reason, then follow the instructions for REPLACEMENT OF THE ITEM.
If you want to file a claim for an item you bought in a retail store of our partners , it is necessary to go to the retail store where you made the purchase with a fiscal receipt or other proof of purchase, and the item you are claiming – in the store you will receive detailed instructions and help with filing a claim.
Rulebook on the procedure and method of resolving complaints of goods purchased through the site
Article 1.
With this rulebook, the merchant regulates the manner, conditions and procedure for resolving consumer complaints or complaints due to non-conformity with the contract, goods purchased through the website djubrivozacvece.rs , as well as the merchant’s powers, obligations and responsibilities regarding exercising the consumer’s right to complaint.
Article 2.
A consumer is a natural person who acquires goods or services on the market for purposes that are not intended for his business or other commercial activity.
Article 3.
Due to the non-conformity of the goods and services with the contract, there is legal liability.
Article 4.
The consumer has the right to complain about the purchased product within two years from the date of purchase.
Article 5.
In case it is established that the goods do not conform to the contract, the same goods can be offered to the buyer and sold under special conditions.
The customer will receive a certain discount for this item.
The note on the invoice will say that the goods do not conform to the contract.
For these goods, the consumer has the right to complain within one year from the date of purchase, for damage that the merchant did not indicate to him before the sale.
Article 6.
The complaint request can be submitted by mail to the address HARMONIA TECHNOLOGIES DOO , Zenička 13V 11000 Belgrade, Serbia, with the indication: COMPLAINT .
Shipping costs are borne by the buyer.
When submitting a complaint request, the consumer is obliged to:
a. Submit the advertised article together with the proof of purchase – the receipt.
b. Submit a completed complaint form, which can be downloaded from the following link – COMPLAINT FORM
c. In the complaint sheet, it is necessary to state the reason for advertising the goods and the desired method of resolution.
Article 7.
The merits of the complaint request are determined by the competent commission.
The response to the reported complaint will be sent to the consumer as soon as possible, and no later than within 8 days from the day of receipt of the complaint. The deadline for resolving the complaint cannot be longer than 15 days, or 30 days for technical goods, from the day the complaint is submitted.
According to the Law on Consumer Protection, the deadline for resolving the complaint ends when the consumer receives the seller’s response, which means the response given within 8 days, and starts running again when the seller receives the consumer’s statement. The consumer is obliged to respond to the seller’s response no later than three days after receiving the seller’s response. If the consumer does not make a statement within the prescribed period, it will be considered that he does not agree with the seller’s proposal on how to resolve the complaint.
Article 8.
In the event that the complaint is justified and accepted by the trader, the consumer has the right, at his own choice, to:
a. Replacement of advertised goods for new goods in accordance with the contract, or elimination of defects in the goods (if possible).
b. Refund of funds according to the attached invoice. The refund to the consumer will be made electronically to the consumer’s current account, within 15 days from the day the complaint is resolved.
Article 9.
If the consumer is not satisfied with how the complaint or objection was resolved, the consumer has the option of out-of-court settlement of disputes , and the trader is legally obliged to participate in the procedure of out-of-court settlement of consumer disputes. (Art. 151 of the Law on Consumer Protection)
The basic condition for the initiation of out-of-court proceedings by the consumer is the prior declaration of the complaint to the trader.
The out-of-court dispute resolution procedure is initiated by submitting a consumer proposal to the Ministry of Trade, Tourism and Telecommunications, which then forwards it to the body that is closest to the consumer’s place of residence in terms of the place of out-of-court settlement of the consumer dispute, or to the body that the Ministry estimates will resolve the out-of-court dispute resolution process in the most efficient and expedient way, taking into account the consumer’s proposal (e.g. conducting the procedure electronically, choosing the body closest to the consumer’s residence, etc.).
The list of bodies for out-of-court settlement of consumer disputes can be seen on the website of the Ministry of Trade, Tourism and Telecommunications: Link
Article 10.
This Rulebook enters into force on August 11, 2019.
Last modified on 18.12.2022.
