Complaints

Danijela Mladenović PR Radnja za proizvodnju ulja i masti Aronica Jagodina 

Tax Identification Number (PIB): 110973165 Registration Number (MB): 65105888 Address for complaints: Save Šumanovića 5, 35000 Jagodina, Republic of Serbia Email for complaints: aronica381@gmail.com Phone for complaints: +381 64 / 233 39 79

 

Right of Withdrawal

The buyer has the right to withdraw from the contract concluded at a distance within 14 days from the day of taking possession of the goods, without stating any reasons.

To exercise the right of withdrawal, the Buyer must send an unequivocal statement to the Seller by mail (to the Headquarters address) or by electronic mail (aronica381@gmail.com).

The withdrawal statement becomes legally effective on the day of its receipt by the Seller. The Seller is obliged to confirm the receipt of the statement to the Consumer without delay.

The goods must be returned undamaged, unused, and in the original packaging. The costs of return are borne by the Buyer.

 

Refunds

The Seller is obliged to refund payments received from the Consumer within 14 days from the day of receiving the withdrawal statement. The Seller may delay the refund until the goods are returned or until the Buyer provides proof that they have sent the goods.

 

Complaint Procedure and Conformity

The Seller is responsible for the non-conformity of the goods with the contract that appears within two years from the day of purchase.

A complaint can be filed in writing to the Seller's Headquarters address or via electronic mail: aronica381@gmail.com. A complaint can also be filed due to incorrectly calculated prices or other defects.

Required data for a complaint:

  • Buyer's information (name, surname, contact phone)

  • Date of purchase

  • Detailed description of the non-conformity/damage

  • Order number (if possible)

  • Request from the complaint (replacement, repair, refund, price reduction)

 

Consumer Rights in Case of Non-Conformity

After informing the Seller about the non-conformity, the Consumer has the right to request the Seller to remedy the non-conformity free of charge through:

  1. Repair or replacement.

  2. Appropriate price reduction or contract termination.

Special Rules for the First Six Months: If the non-conformity appears within six months from the day the risk is transferred to the consumer (day of taking possession of the goods), the Consumer has the right to choose between a request for replacement, a price reduction, or to declare contract termination.

Repair of goods within the first six months is possible only with the express consent of the Consumer.

The Consumer cannot terminate the contract if the non-conformity of the goods is insignificant.

Costs: All costs necessary to bring the goods into conformity with the contract (especially costs of labour, material, collection, and delivery) are borne by the Seller.

 

Complaint Resolution Procedure and Deadlines

Complaint Receipt Confirmation: The Seller is obliged to issue a written confirmation or confirm receipt of the complaint electronically to the Consumer without delay, and no later than eight days from the day of receipt. The confirmation must include the number under which the complaint is registered in the records.

Seller's Response: The Seller is obliged to respond to the Consumer's complaint within eight days from the day of receipt. The response must contain a decision, a statement regarding the Consumer's request, and a concrete proposal and deadline for resolving the complaint.

Resolution Deadline: The Seller is obliged to resolve the complaint no later than 15 days from the day it was filed (for technical goods and furniture, the deadline is 30 days).

Deadline Extension: The extension of the complaint resolution deadline is possible only once and with the Consumer's prior consent. Repair or replacement must be carried out within a reasonable period without significant inconvenience to the Consumer.

 

Out-of-Court Dispute Resolution

As a merchant, the Seller is obliged to participate in the procedure for the out-of-court resolution of consumer disputes. The Consumer may initiate the procedure only after having previously filed a complaint. The Ministry of Trade maintains and publishes the list of bodies for out-of-court resolution.