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Reclamations
The buyer can declare a claim in order to exercise his right due to the non-conformity of the goods from the contract and the rights under the guarantee, as well as due to incorrectly calculated price and other defects in the following ways: verbally, by telephone, in writing, electronically, or on a permanent record holder , with the invoice or other proof of purchase (copy of the invoice, slip, etc.).
A description of the procedure for resolving customer complaints
The procedure includes the following activities:
Receive and record user complaints
Data processing from reclamation
Approval to resolve a complaint
Processing claims costs
Verification and conclusion of a complaint
What does all fall into customer complaints?
Customer complaints include:
Complaints on non-execution of contractual obligations;
Customer dissatisfaction with the delivered technical solution (the product or service delivered is not in accordance with the initial request of the user);
Remarks on the quality of the handling and communication with the employees in the users (for example, disloyalty, failure to provide information or giving inaccurate information);
A complaint may also be a remark of a potential user who has not yet purchased a product / service (eg a delay in submitting a bid).
What is not a complaint?
Users' claims do not include declarations of defects and requirements that are covered by maintenance contracts.Kako mogu da prijavim reklamaciju?
The users of the Complaints Center are:
E-mail: evocosmetics7@gmail.com
Phone number of the EVO-COSMETICS sales shop where the goods were purchased:
+381 63 200 851
Postal address: Narodni Front br. 16.11100 Belgrade, Serbia
What are the basic rules of procedure?
In solving customer complaints, one must know the following:
The complaint submitted by the user receives the status of the complaint only after the decision of the competent person. Evo Cosmetics reserves the right not to accept any objection;
Users whose objections are not adopted will be informed in a timely manner and will receive a reasoning about the reasons for the refusal;
The user must submit an objection to the prescribed channels, otherwise he will not be properly recorded.
The complaint must contain sufficient relevant information so that the responsible person can make a decision to accept (or reject) it;
The user whose complaint has received the status of the Complaint will be informed in a timely manner of the deadline set for the resolution, as well as when the process is completed.
Belgrade, 2017.
CONVERSION STATEMENT
All payments will be effected in Serbian currency – dinar (RSD). The amount your credit card account will be charged for is obtained through the conversion of the price in Euro into Serbian dinar according to the current exchange rate of the Serbian National Bank. When charging your credit card, the same amount is converted into your local currency according to the exchange rate of credit card associations. As a result of this conversion there is a possibility of a slight difference from the original price stated in our web site
CONSUMER PROTECTION LAW
"Official Gazette of the Republic of Serbia, no. 62/2014)
Complaint and manner of resolving complaints
Article 56
The consumer may declare a complaint to the seller in order to exercise his rights under Art. 52, 54 and 81 of this Law, as well as due to incorrectly calculated price and other defects.
The seller is obliged to clearly indicate at the point of sale a notice on the manner and place of receipt of complaints, as well as to ensure the presence of a person authorized to receive complaints during working hours.
The consumer may declare a complaint verbally at the point of sale where the goods were purchased or elsewhere designated for receipt of a complaint, by telephone, in writing, by electronic means, or on a permanent record holder, with the invoice or other proof of purchase (copies account, slip, etc.)
The seller is obliged to keep a record of received complaints and to keep it for at least two years from the date of submission of consumer complaints.
The seller is obliged to issue a written confirmation to the consumer or electronically confirm the receipt of the complaint, or announce the number under which his complaint was recorded in the records of the received complaints.
The record of received complaints shall be kept in the form of a routine book or in electronic form and shall in particular contain information on the applicant and the date of receipt of the complaint, information on the goods, a brief description of the lack of transparency and the claim from the complaint, the date of the receipt of the receipt, the decision on the response to the consumer, the date the delivery of this decision, the agreed appropriate time-limit for resolving the consumer's compliance with, the manner and the date of resolving the complaint, as well as the information on the extension of the deadline for resolving the complaint.
The seller is obliged to respond to the consumer in a written complaint in writing or electronically without delay, and at the latest within eight days from the receipt of the complaint. The seller's response to a consumer complaint must include a decision on whether to accept a complaint, a statement on the consumer's request, and a specific proposal and deadline for resolving the complaint. The deadline can not be longer than 15 days, that is 30 days for technical goods and furniture, from the date of submission of the complaint.
The seller is obliged to act in accordance with the decision, proposal and deadline for resolving the complaint, if he received the prior consent of the consumer.
If, for objective reasons, the seller is not able to satisfy the consumer's request within the agreed time limit, he shall inform the consumer of the extension of the deadline for resolving the complaint and indicate the deadline in which he will settle it, as well as to obtain his consent, which is obliged recorded in the records of received complaints. Extension of the deadline for resolving complaints is possible only once.
The inability of the consumer to deliver the goods to the seller of goods can not be a condition for resolving the complaint or for refusing the removal of the lack of transparency.
Obligations of the consumer in case of withdrawal from the contract - Obligations regarding the return of goods
CONSUMER PROTECTION LAW
"Official Gazette of the Republic of Serbia, no. 62/2014)
Obligations of the consumer in case of withdrawal from the contract
Article 35
The consumer is obliged to return goods to the trader or person authorized by the trader, without delay, and at the latest within 14 days from the day when he sent the form for the cancellation.
It shall be deemed that the goods were returned within a period if the consumer sent the goods before the expiration of the 14 days period referred to in paragraph 1 of this Article.
The consumer shall bear only the direct costs of returning goods, unless the trader agrees to bear them or if he has not informed the consumer that the consumer is obliged to pay them.
The consumer is solely liable for the reduced value of goods resulting from the handling of goods in a way that is not adequate or exceeds what is necessary to determine the nature, characteristics and functionality of the goods.
The consumer shall not be liable for the reduced value of the goods in the event that the trader has not submitted the notice of the right to withdraw from the contract in accordance with Article 27, paragraph 1, item 4) of this Law.
When the consumer derives the right to withdraw from the contract after submitting a request in accordance with Article 30, paragraph 4 or Article 31, paragraph 8 of this Law, he is obliged to pay the merchant an amount that is proportional to the services rendered by the moment the consumer informed trader on exercising the right to withdraw from the contract.
The proportionate amount that the consumer has to pay to the trader is calculated on the basis of the selling price agreed by the contract, which can not be higher than the market value of what was shipped.
The consumer does not bear the costs for:
1) provided service or supply with water, gas or electricity when they are not offered for sale in a limited or predetermined quantity, or wholly or partly heat energy supply over the deadline for:
(1) The trader has not submitted a notice in accordance with Article 27, paragraph 1, item 4) and 5) of this Law; or
(2) the consumer has not explicitly requested that the execution be completed within the period for withdrawal from the contract in accordance with Article 30, paragraph 4, or Article 31, paragraph 8 of this Law;
2) the delivery of digital content, in whole or in part, which is not delivered on a permanent record holder when:
(1) the consumer has not given prior explicit consent for the commencement of the execution before the expiration of a period of 14 days;
(2) the consumer has not confirmed that he knows that giving consent loses the right to withdraw from the contract; or
(3) The trader has not submitted a certificate in accordance with Article 30, paragraph 2, or Article 31, paragraph 3 of this Law.
Except in the cases provided for in this Article, the consumer shall not be held liable as a result of exercising the right to withdraw from the contract.
Return Funds
"In the case of the return of goods and the return of funds to the buyer who previously paid some of the payments
card, in whole or in part, and regardless of the reason for the return, EVO COSMETICS is obliged to make a refund solely through VISA, EC / MC and Maestro payment methods.
Protecting confidential transaction data
"When entering payment card information, confidential information is transmitted through a public network in a secure (encrypted) form of the used SSL protocol and PKI system, as the current state-of-the-art cryptographic technology. The security of the data during the purchase is guaranteed by the ChipCard payment card processor Belgrade, so the complete process of charging is done on the ChipCard pages. No information about the payment card is available to our system at all. "
Protection of user privacy
"On behalf of EVO-COSMETICS D.O.O we commit ourselves to protect the privacy of all our customers. We collect only the necessary, basic customer / user data and data necessary for operating and informing the users in accordance with good business practices and in order to provide quality service. We give customers the choice, including the ability to decide whether they want or not to be deleted from the mailing lists used for marketing campaigns. All user / customer data is strictly stored and accessible only to employees who need this information to perform the job. All employees of EVO-COSMETICS D.O.O are responsible for respecting the principles of privacy protection. "
