Right of Withdrawal

Dear customers, we inform you that in accordance with the Consumer Protection Act ("Official Gazette of RS", No. 88/2021), purchases made through our online store It-shop.rs are considered distance sales.

Pursuant to Articles 27 and 28 of the Consumer Protection Act, a buyer who is a consumer has the right to withdraw from the contract within 14 days, without stating the reason for such withdrawal. The said period (14 days) for withdrawal from the contract is calculated from the moment the goods are delivered into the possession of the buyer or a third party designated by the buyer (other than the carrier).

Please note that this right, i.e. the right to withdraw from the purchase, applies exclusively to buyers who are natural persons, i.e. consumers. A consumer, in accordance with the law, is a natural person who acquires goods or services on the market for purposes that are not intended for their business or other commercial activity. Accordingly, the right to withdraw from the purchase does not apply to buyers who are legal entities.

Withdrawal Form

The buyer initiates the withdrawal procedure by completing the withdrawal form. This form is sent to each buyer (natural person) at the time of purchase via email, or it can be downloaded from our website, printed, and filled in by hand.

When filling out the withdrawal form, the consumer is required to provide the following information:

• date of completing the withdrawal form;
• consumer details (full name, address, contact phone number, and valid email address);
• purchase details (date of purchase, date of delivery, full product name of the item being returned, fiscal receipt number — PFR number);
• reasons for returning the goods (stating reasons is not mandatory);
• description of the chosen refund method (with all the information necessary for the refund; for example, if the money is to be refunded to a bank account, the account details and the bank where the account is held must be provided);
• personal signature of the consumer.

After completing the withdrawal form, the consumer must submit it to the seller in one of the following ways:

• in person at our office at: Dalmatinska 115, 11120 Beograd (Zvezdara), Srbija;
• by sending a scanned completed copy of the withdrawal form to the email address: eshop@itmathics.rs.

Upon receipt of the withdrawal form, we will confirm its receipt and promptly provide further instructions for returning the goods.

Consumer Obligations in Case of Withdrawal

In accordance with Article 34 of the Consumer Protection Act, the consumer is obliged to return the goods to the seller without delay, and no later than within 14 days from the day the withdrawal form was sent. The goods shall be deemed returned on time if the consumer dispatched them before the expiry of the 14-day period.

The consumer bears the direct costs of returning the goods, unless the seller has agreed to bear them. The costs of returning the goods and money — direct costs — are borne by the buyer, except in cases where the buyer receives defective or incorrect goods.

The buyer may independently choose a postal operator or use the courier services of BEXEXPRESS DOO Sabac, with whom we have a contract. In the latter case, the buyer pays the delivery costs in accordance with the official BEXEXPRESS price list.

When returning goods, they must be returned in proper and unused condition and in the original undamaged packaging, accompanied by the fiscal receipt that the consumer previously received at the time of purchase. The consumer is solely responsible for any diminished value of the goods resulting from handling that is not adequate, i.e. that exceeds what is necessary to establish the nature, characteristics, and functionality of the goods.

The returned goods must contain all elements that the consumer received upon delivery: the product itself, accessories, kit components, complete documentation, instructions, original packaging, transport elements for protection, and all other packaging and product elements.

The product must be free of physical damage, cleaned of traces of use, and neatly packed as at the time of delivery. ITMATHICS DOO BEOGRAD-ZVEZDARA cannot be held responsible for damage to goods caused by unprofessional or unintended use, and in such cases the consumer will be obliged to compensate for the damage incurred.

The consumer may return the goods via courier service or in person to the address: Dalmatinska 115, 11120 Beograd (Zvezdara), Srbija. Fragile and easily breakable goods must be insured against damage by the buyer.

Upon receipt of the returned goods, authorized representatives of our company will thoroughly inspect all elements and determine the condition of the goods. If the goods are returned as defective or damaged, the buyer will be immediately notified and the issue will be resolved. If the goods are in proper and undamaged condition, the money will be refunded to the buyer in accordance with their request.

ITMATHICS DOO BEOGRAD-ZVEZDARA may delay the refund until the returned goods are received, or until the consumer provides proof that the goods have been sent back, whichever occurs first, unless we have offered to collect the goods ourselves (Article 33 of the Consumer Protection Act).

Exceptions Where the Consumer Does Not Have the Right to Withdraw

Article 36 of the Consumer Protection Act provides for exceptional cases in which the consumer does not have the right to withdraw from the contract. Given our product range, in most cases these are the following exceptions:

• delivery of goods manufactured according to the consumer's special requirements or clearly personalized;
• delivery of goods that are subject to quality deterioration or have a short shelf life;
• delivery of sealed goods that cannot be returned due to health or hygiene reasons and that have been unsealed after delivery;
• delivery of goods that, after delivery, are inseparably mixed with other goods due to their nature;
• contracts where the consumer expressly requests a visit by the seller for the purpose of carrying out urgent repairs or maintenance;
• delivery of sealed audio, video recordings, or computer software that have been unsealed after delivery;
• delivery of digital content not supplied on a tangible medium if performance has begun with the consumer's prior express consent and their confirmation that they are aware that they thereby lose the right to withdraw from the contract.