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Complaint procedure

Products sold through our online store are accompanied by all legally necessary documentation, including manufacturer’s warranty cards. If there is a need to advertise a certain item for quality, we will fulfill all legally defined obligations for the seller, in the same way as if you bought the goods in a classic store.

Goods covered by the manufacturer’s warranty are sold with the manufacturer’s warranty extended to the Buyer. The complaint procedure is initiated at the customer’s request, by filling in the Product Quality Complaint Request.

If you want to start the complaint process, you need to contact us by email office@enotria.rs or phone 011/212 0647 to send you this Request and send it to us by email office@enotria.rs.

Enotria d.o.o. assumes no responsibility for customer errors, products purchased incorrectly or any other errors related to your actions when making purchases on the Website. If you have irregularities in the purchase of products on the Website or did not receive the purchased product, please contact customer service by phone 011/212 0647 or email at info@enotria.rs and we will do our best to eliminate irregularities to get the purchased product.

If any product you have purchased is defective or does not work properly for any reason, please contact our customer service by phone 011/212 0647 or email at info@enotria.rs and look at the warranty card to find out the warranty details and complaint procedure.

The right to a refund or exchange of goods

In case of withdrawal from the contract, the consumer has the right to a refund or exchange for another product. The amount is returned to the customer upon receipt of the product, and after it is determined that the product was returned undamaged and correct.

The right to withdraw from the contract, the rights and obligations of the buyer and seller

The Law on Distance Selling establishes the right of a buyer, who is considered a consumer (a natural person who buys a product to meet his individual needs and not to perform professional activities), to withdraw from the contract within 14 days from the day the product was delivered . When withdrawing, the buyer can, but does not have to, state the reasons for withdrawing. The form / Statement of withdrawal from the contract has legal effect from the day it is sent to the trader. In case of withdrawal from the contract, the consumer has the right to a refund or exchange for another product. The price is returned to the buyer upon receipt of the product, and after it is determined that the product is undamaged and correct. The buyer is obliged to return the product without delay, and no later than within 14 days from the day when he sent the withdrawal form. After the expiration of 14 days from the day he sent the withdrawal, the product can no longer be returned. When returning the goods, it is obligatory to return them in correct and unused condition and originally undamaged packaging, whereby the original fiscal snippet must be attached. Upon receipt of the product, it will be determined whether the product is correct and undamaged. The customer is responsible for defects or damage to the product that are the result of inadequate handling of the product, ie. the buyer is solely responsible for the impaired value of the product resulting from the handling of the goods in a way that is not adequate, ie exceeds what is necessary to establish its nature, characteristics and functionality. If it is determined that a defect or damage to the product has occurred through the fault of the buyer, the refund of the price will be refused and the product will be returned to him at his expense. The trader is obliged to return to the consumer without delay the amount paid by the consumer under the contract, and no later than 14 days from the date of receipt of the statement of withdrawal, and after receipt of the product.

Costs of returning goods and money

The costs of returning the goods and money are borne by the buyer, except in cases when the buyer receives a defective or incorrect item.