Complaint procedure

Products sold through our online store are accompanied by legally required documentation. If there is a need to process a quality complaint of an item, we will fulfill all the legally defined obligations for the seller, in the same way as if you have purchased the goods in a classic store.

The goods covered by the manufacturer’s warranty are sold with the manufacturer’s warranty extended to the Buyer. The complaint/reclamation procedure is initiated at the request of the buyer by completing the Request for complaint on the quality of the product.

If you want to start the reclamation process, you need to contact us at e-mail customer.service@iskonmode.com or phone+38111 40 77 345 in order to send you The Request for complaint, or you can download it from our website (LINK) and send it to us to customer.service@iskonmode.com.

ISKON mode Shop doo does not assume any responsibility for customer mistakes, wrongly purchased products, or any other mistakes that relate to your actions when purchasing on the website. If you experience irregularitiesin the purchase of products on the website or you did not get the purchased product, please contact the Customer Service (+38111 40 77 345 or online.shop@iskonmode.com) and we will endeavor to correct irregularities in order for you to get the purchased product.

Right to refund or replacement of goods

In the event of a cancellation of the contract, the costumer is entitled to a refund or to a replacement for another product. The refund amount is returned to the customer upon receipt of the product and after it is determined that the product has been returned undamaged and correct.

The right to withdraw from the contract, the rights and obligations of the buyer and the seller

The Remote Sales Act of the Republic of Serbiaestablishes the right of the buyer, who is considered to be a consumer (a physical person who purchases the product in order to meet his/her individual needs, not for the purpose of performing a professional activity), to withdraw from the contract within 14 days from the date the product was handed over to him/her. When giving up, the buyer may, but does not have to indicate the reasons why he/shewithdraws. The Form/Disclaimer statement produces a legal effect from the date it was sent to the trader. In the event of a cancellation of a contract, the consumer is entitled to a refund or to a replacement for another product. The money is returned to the customer upon receipt of the product to the seller, and after it is determined that the product is undamaged and sound.The buyer is obliged to return the product without delay, and at the latest within 14 days from the date of sending the form for the cancellation of the contract. Upon expiration of 14 days from the date of cancelling the contract, the product can no longer be returned. When returning the goods, it is obligatory to return it in the sound and unused condition, in original undamaged packing, and the original fiscal bill must be attached. Upon receipt of the product, it will be determined whether the product is sound and undamaged.The buyer is responsible for the malfunction or damage of the product resulting from inadequate handling of the product, i.e. the buyer is solely responsible for the reduced value of the product resulting from the handling of goods in a way that is not adequate, that is, exceeding what is necessary to determine its nature, characteristics and functionality. If it is determined that a defect or product damage has been caused by the fault of the buyer, the refund will be refused and the product will be returned to him/her at his/her expense. If the refund is not refused, the seller is obliged to return to the consumer without any delay the amount paid by the costumer on the basis of the contract, and at the latest within 14 days from the date of receipt of the statement of withdrawal, and after the reception of the product.

 

Costs of returning goods and money

The cost of returning goods and money is borne by the buyer, except in cases where the customer receives an damaged or wrong item.