Complaints Policy
COMPLAINTS, EXCHANGE AND RETURN POLICY
Beonova d.o.o. Beograd – Novi Beograd (hereinafter: the “Merchant”) informs customers about the manner of exercising rights related to complaints, product exchange, and withdrawal from a distance contract.
1. COMPLAINTS
The Merchant is obliged to deliver goods that conform to the contract.
The Merchant shall be liable for any non-conformity of the goods appearing within two years from the day the risk passes to the consumer.
If the non-conformity appears within one year from the day the risk passed to the consumer, it shall be presumed that it existed at the moment of risk transfer, unless this is contrary to the nature of the goods or the nature of the specific non-conformity.
The Customer may file a complaint regarding the elimination of product non-conformity, as well as due to incorrectly charged prices and other deficiencies.
Complaints may be submitted electronically to: reklamacije@bozicollection.com or by mail to the registered office address of the Merchant.
The Customer is obliged to submit the goods related to the complaint, as well as the receipt or other proof of purchase.
The Merchant shall respond to the Customer’s complaint without delay, and no later than within 8 days from the date of receipt of the complaint.
The deadline for resolving a complaint may not exceed 15 days from the date of submission of the complaint.
If the complaint is justified, the Merchant shall bear all costs necessary to bring the goods into conformity with the contract, including transport costs.
In the event of rejection of the complaint, the Merchant shall provide the Customer with a reasoned notice stating the reasons for rejection.
2. EXCHANGE OF GOODS
Without prejudice to the Customer’s statutory rights based on product non-conformity, the Merchant may allow product exchange as an additional benefit.
The Customer may request an exchange of products within 14 days from the date of receipt of the product.
Exchange of products is not possible in retail stores, but exclusively through delivery in accordance with the Merchant’s procedure.
Exchange is possible for a product of the same or higher price, with payment of the price difference.
In the case of exchange via delivery, the Customer bears the costs of returning and re-delivery of the goods.
The product must be returned unused, in its original packaging, with all accompanying elements.
Exchange is not possible for goods which, for hygienic reasons, are not suitable for return after opening if the protective label or original packaging has been removed, in particular for:
underwear
swimsuits
socks and similar products
3. WITHDRAWAL FROM THE CONTRACT
The Customer has the right to withdraw from a distance contract within 14 days from the date of receipt of the product, without stating any reason.
The right of withdrawal is exercised by submitting a statement:
via e-mail to: reklamacije@bozicollection.com
or by mail to the registered office address of the Merchant
The Customer is obliged to return the goods without delay, and no later than within 14 days from the date of sending the withdrawal statement.
The Customer bears the direct costs of returning the goods.
The Merchant is obliged to refund all payments received, including standard delivery costs, no later than within 14 days from the date of receipt of the withdrawal statement.
The Merchant may withhold the refund until it receives the returned goods or proof that the goods have been sent back.
The right of withdrawal does not apply in cases provided by law, including the supply of sealed goods which are not suitable for return for hygienic reasons after opening, if the protective seal has been removed.
4. OUT-OF-COURT CONSUMER DISPUTE RESOLUTION
In the event of a dispute between the Customer and the Merchant that cannot be resolved amicably, the Customer has the right to initiate out-of-court consumer dispute resolution proceedings.
The procedure is initiated before bodies for out-of-court consumer dispute resolution in accordance with the Consumer Protection Law.
The list of competent bodies is available at: vansudsko.must.gov.rs/adrbodies
The Merchant is obliged to participate in the out-of-court consumer dispute resolution procedure.
5. FINAL PROVISIONS
This Policy is an informational document and shall be applied together with the General Terms and Conditions of Business and Purchase available on the Website.
In the event of any inconsistency between this Policy and the General Terms, the General Terms of Business and Purchase shall prevail.
