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Complaints and Returns Policy

This Policy defines how ITMATHICS DOO BEOGRAD-ZVEZDARA handles complaints from consumers and buyers regarding purchased products. This page contains procedures and rules related to the return of purchased goods, in accordance with the Consumer Protection Act ("Official Gazette of RS", No. 88/2021), the Law on Obligations, our Terms of Use and this Complaints Policy.

Goods Receiving Procedure

In order to exercise all your rights, we strongly recommend the following procedure for receiving goods, both for consumers and for buyers who are legal entities. Upon receiving the shipment/goods, please perform a visual inspection of each individual unit in the presence of the courier.

If the packaging has visible damage, you should not accept the shipment!

If at the time of receiving the goods you determine that:

  • you received the wrong item,
  • the goods have visible external damage,
  • the goods are incomplete,
  • the goods are not functionally operational,

do not accept the shipment.

By accepting the product, you confirm that at the time of receiving the purchased goods they have no external defects. Subsequent complaints regarding completeness and physical integrity will not be accepted.

Non-Conformity of Goods After Receiving

If after receiving the goods a defect is discovered that could not have been identified at the time of receipt (hidden defect, manufacturing defect), the method of resolving the defect depends on whether you, as the buyer, are a natural person (consumer) or a legal entity.

Resolving Consumer Complaints

If you, as the buyer, are a natural person (consumer), your complaint will be resolved in strict accordance with the Consumer Protection Act, our Terms of Use and this Policy.

The seller is obliged to deliver goods that conform to the contract. The conformity period is 2 years.

Delivered goods are presumed to conform to the contract if they:

  1. correspond to the description given by the seller and possess the qualities of the goods that the seller presented to the consumer as a sample or model;
  2. possess the qualities necessary for the specific use for which the consumer acquires them, which was known to the seller;
  3. possess the qualities necessary for the regular use of goods of the same type;
  4. correspond in quality and function to what is customary for goods of the same type.

ITMATHICS DOO shall not be liable if the damage or malfunction occurred as a result of:

  • improper transport after receipt;
  • improper use or maintenance;
  • mechanical damage after receipt of goods by the consumer;
  • failure to follow the manufacturer's instructions and recommendations;
  • improper assembly/installation;
  • unstable voltage or faulty electrical installations;
  • force majeure (floods, earthquakes, fires, etc.).

How to File a Complaint

Consumers may file complaints in the following ways:

  • In person, in writing at our office at the address: Dalmatinska 115, 11120 Beograd (Zvezdara);
  • Verbally, at the seller's premises;
  • By mail to the address ITMATHICS DOO, Dalmatinska 115, 11120 Beograd (Zvezdara);
  • By email to: eshop@itmathics.rs;
  • By phone at: +381 11 422 04 08;

— with mandatory presentation of the receipt, fiscal receipt, or other proof of purchase.

Complaints are accepted during business hours (Monday to Friday, 9 AM to 5 PM).

Legal Provisions on Procedures and Deadlines

Request for Remedy of Non-Conformity (Article 51)

If the delivered goods do not conform to the contract, the consumer has the right to request that the seller remedy the non-conformity, free of charge, by repair or replacement, or to request an appropriate price reduction or to terminate the contract.

The consumer has the right to choose between repair or replacement. If this is not possible, the consumer has the right to request a price reduction or termination of the contract.

If the non-conformity appears within six months from the date of transfer of risk to the consumer, the consumer has the right to choose between replacement, price reduction, or termination of the contract.

All costs of remedying non-conformity shall be borne by the seller.

Deadlines and Burden of Proof (Article 52)

The seller is liable for any non-conformity of the goods with the contract that appears within 2 years from the date of transfer of risk to the consumer.

If the non-conformity occurs within six months, it is presumed to have existed at the time of transfer of risk. The burden of proof lies with the seller.

Complaints and Resolution Method (Article 55)

The seller is obliged to respond to the consumer in writing or electronically without delay, and no later than within eight days from the date of receiving the complaint. The deadline for resolving the complaint may not exceed 15 days, or 30 days for technical goods and furniture.

Remedy of Non-Conformity After Expiry of the Legal Period

After the expiry of the legal conformity period (2 years), the buyer is responsible for sending the goods to a service centre and bears the costs of shipping, receiving, and repair. You may always contact us for information about authorised service centres.

Alternative Dispute Resolution

We inform consumers that you have the right to initiate out-of-court dispute resolution proceedings before a body for alternative consumer dispute resolution. However, you are required to first file a complaint or objection with ITMATHICS DOO.

A list of bodies for alternative consumer dispute resolution is available at: vansudsko.must.gov.rs/adrbodies

Other Reasons for Complaints

We will appreciate any feedback, including complaints about:

  • the conduct of our employees;
  • goods delivery (e.g. late delivery, careless handling of goods);
  • other situations that you believe have led to a violation of your rights.

Resolving Complaints for Legal Entity Buyers

If you, as the buyer, are a legal entity, matters related to non-conformity of goods are resolved in accordance with the Law on Obligations, our Terms of Use and this Complaints Policy.

Material Defects (Article 478, Law on Obligations)

The seller is liable for material defects of the goods that existed at the time of transfer of risk to the buyer, regardless of whether they were aware of them. The seller is also liable for material defects that appear after the transfer of risk to the buyer if they are the result of a cause that existed prior to that.

Hidden Defects (Article 482, Law on Obligations)

The buyer is obliged to notify the seller of a hidden defect within eight days from the date the defect was discovered. The seller is not liable for defects that appear after six months from the date of delivery of the goods, unless a longer period is specified in the contract.

The warranty period for goods is equal to the warranty period established by the manufacturer and is stated in the documentation accompanying the goods. The warranty period begins from the date of delivery of the goods to the buyer and the signing of the delivery note.