In case of any problems related to the functioning of electrical devices, it is necessary to stop using the device immediately and to report the problem to the seller and act according to the instructions given.
Our customer assistance can be contacted every workday from 8AM to 8PM and, on Saturdays, from 7AM to 3:00PM, through the following phone number: +38121455558.
The legal consumer rights are regulated by Consumer Protection Law (Official Gazette of the Republic of Serbia no. 62/2014 and 6/2016).
A consumer is an individual who obtains goods or services from the market, for purposes which are not of business or any commercial nature (Act 5, paragraph 1, item 2 of the Consumer Protection Law). All customers who use the device for business purposes or other commercial activities are not considered consumers and are not subject to the Consumer Protection Law.
The conformity responsibility period is 24 months from the date of purchase.
This 24 month period is valid only for consumers who use the electrical device for purposes which are not business related or commercial.
The customers who are not subject to the Consumer Protection Law are granted a 12 month manufacturer’s warranty.
Procedure in case of electrical device non conformity:
In case of non conformity, it is necessary to contact the seller from whom the product was purchased, with the purchased product and proof of purchase. The employee in charge of reclamation will conduct the procedure of claim processing, in accordance with the legally established procedure. The seller is obligated to respond to the buyer’s claim within, and not after, 8 (eight) days after the claim reception, in written or electronic form. The seller’s reply must contain the decision whether the claim has been accepted, the comment on the consumer’s request and a concrete suggestion and deadline for the claim resolution. The deadline must be within 15 days or 30 days for technical goods and furniture, from the date the claim was originally filed. If the seller is not able to resolve the claim to customer’s satisfaction, the seller is obligated to inform the consumer about the extension of the resolution deadline and ask for consumer’s approval of such extension. This entire procedure must be documented in the received claim report. Claim resolution deadline may be extended just once.The goods conform to the contract in the following situations:
If the goods match the description given by the seller and if the goods bear characteristics the seller has presented to the consumer as a sample or model;If the goods possess qualities necessary for the purpose the consumer obtains it for, of which the seller was aware of in the time of contract conclusion.If the goods possess qualities necessary for its regular use in the same manner as similar types of goods are used;If the goods match the standards of goods of the same type, which the consumer can expect from this type of goods, based on its nature and the public claims regarding special features of the goods presented by the seller, manufacturer or their representatives, especially if the promise was given through advertisements or on the label of the goods in question.Responsibility for conformance is not valid in the following cases:
If the buyer did not follow the technical instructions related to the use and maintenance of the device.If the authorized service has determined that the buyer has handled the device inadequately, unprofessionally or carelessly.If the product has been serviced by an unauthorized individual.In case of damage caused by electrical shock, lightning strike, natural disasters and similar occurrences.The claim right does not apply to graphite brushes, bearings, lamps-bulbs, blades, batteries, cables and all other consumable supplies.The warranty does not cover damage occurring during delivery to the consumer, caused by actions of the consumer or damage due to incorrect installation or maintenance, mechanical damage caused by the consumer and damage caused by voltage variation of the electric grid.If the consumer uses the electric device for business or commercial purposes, the right to file a claim is void, based on non conformity. These buyers are granted the manufacturer’s 12 month guarantee, valid from the date of purchase. The authorized service will inspect the returned product and determine whether it was used in business or commercial purposes or not.
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