CUSTOMER SERVICE

To create an account and register on our website, you need to complete the registration form available on the REGISTRATION page. To complete the registration process, you must enter your details in the required fields marked with an * (asterisk). You will also need to enter your email address, create a password according to the rules displayed below the PASSWORD field, and confirm the password you entered. Once you have completed the registration form with complete and valid information, click the REGISTER button.
After that, you will receive an email confirming your registration. Please check your inbox as well as your spam (junk) folder after completing the registration process. To successfully complete your registration, open the email and click the CONFIRM button. After doing so, you will automatically be redirected to the website, where you can log in using your details and access your user account.

If you have not received the registration confirmation email, please check whether you entered a valid email address when completing the registration form.

By registering on our website, you can enjoy the following benefits:

• Quick and easy online ordering of products;
• Access to your previous purchases;
• The ability to contact us and send a message at any time. You can send a message directly from your account by clicking on your name in the corner and selecting the MESSAGES section from the drop-down menu. You will receive a reply as soon as possible;
• The option to reserve larger quantities of certain products or items that are currently out of stock;
• The ability to add products to your wishlist by clicking the heart icon when viewing a product;
• The option to send products as a gift to someone special;
• Updates on the latest news, new arrivals, offers and current promotions via our NEWSLETTER. To receive the newsletter to your email address, simply select the option I WANT TO RECEIVE THE NEWSLETTER during registration;
• The ability to post comments and questions on our BLOG;
• Special benefits when making purchases.

By logging in to your account on our website, you have access to the following options:

• My profile: view your personal details, saved payment cards and the option to edit them;
• Real life gallery: your Real Life feed images;
• E-gift card credit: the option to enter a code and view your current credit balance;
• Loyalty programme: allows users to collect points. Based on the points collected, various discounts can be obtained;
• My comments: overview of your comments;
• My orders: view your completed orders;
• Product returns: information and status of your product return requests;
• Wishlist: overview of products added to your wishlist;
• Promo codes: overview of all used and unused promo codes;
• Help: the option to send a message to the customer support team;
• Messages: overview of all previously sent and received messages;
• Service and complaints: the option to submit complaints. To access this page, you will need to log in to your account again.

If you have forgotten the password you created when registering on our website, please click the FORGOTTEN PASSWORD button and enter the email address you used during registration.

We will send a link to your email address that will allow you to create a new password.

Products on the website are organised into categories that you can easily browse through the main menu at the top of the page. When you click on a category, a list of subcategories will appear. By selecting one of them, all products belonging to that subcategory will be displayed.

To help you find what you are looking for more easily, products can be filtered according to various criteria that match your preferences. Within each category, you can also sort products by rating, price, name, or by the most recently added items.

If you would like to quickly view the basic information about a product, simply hover over the product image and click the QUICK LOOK option.

The fastest way to find a specific product is by using the search function. Enter the product name, code, or a keyword into the search field, and the system will display products that match or are most similar to your query.

Dear customers,

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 through the following phone number: +38121455558 +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.

Dispute Resolution
Consumer disputes can be resolved extrajudically. Extrajudical resolution of consumer disputes is carried out in a transparent, efficient, fast and fair manner before an out-of-court consumer dispute resolution body. The relevant Ministry complies a list of bodies and publicly publishes it.

The buyer is allowed to withdraw from the distance contract, i.e., out of business premises, within 14 days, without stating the reason. The buyer bears the costs of returning the goods. The buyer is responsible for diminished good value resulting from the inadequate usage of the goods, i.e., going beyond what is necessary to establish the nature, characteristics and functionality of the goods.
The buyer is entitled to withdraw from the contract by the declaration made on a specific document for withdrawal from the distance contract, i. e., outside the business premises or following an alternate unequivocal manner. The form for withdrawal from the contract can be downloaded on our website.
It is important to note that the declaration on withdrawal from the distance contract and contracts concluded outside the business premises is considered timely if it is sent to the seller within 14 days from the moment of contract conclusion. This ensures that the buyer's rights are protected and the process is fair for all parties involved.
Declaration on withdrawal from the contract produces a legal effect from the day it was sent to the seller.
The buyer is not allowed to withdraw from the contract in cases of:

1. providing a service, after the service is fully realized, in case the service providing had started after explicit prior buyer's consent and with his confirmation that he is familiar with contract withdrawal right, when the seller entirely executed the contract;

2. delivery of the goods or providing a service with a price depending on the financial market fluctuations the seller cannot influence and that can result during the withdrawal period;

3. delivery of goods manufactured in accordance with the unique demands of consumers or clearly personalized;

4. delivery of goods subjected to quality deterioration or short expiration date;

5. delivery of sealed goods that cannot be returned due to health preservation or hygienic matters and are unsealed after the delivery;

6. delivery of goods that are inseparably combined with other goods due to their nature;

7. contract where the buyer strictly demands the visit from the seller in order to solve urgent reparations or maintenance; in case during this visit the seller provides other services apart from the services strictly demanded by the customer or delivers alternate goods apart from the replacement parts necessary for maintenance or repairs; the contract withdrawal right refers to aforementioned additional services or goods;

8. delivery of sealed audio, video captures or program software, that are unsealed after delivery;

9. delivery of the newspaper, periodical issues or magazines, apart from a subscription contract for the delivery of these issues;

10. contracts concluded on the public auction;

11. providing non-living accommodation, transport of the goods, car-rental services, services of food preparation and delivery or other services in relation to free activities, in case the contract defines a strict deadline or execution period;
12. delivery of digital content that was not delivered on a permanent record carrier if the performance began after the prior express consent of the consumer and his confirmation that he knows that in this way he loses the right to withdraw from the contract.
The form must be filled out: Declaration on withdrawal from the contract (PDF).