Refund Policy
A legal disclaimer
According to the Consumer Protection Act, buying through our online store is considered to be distance selling.
The consumer / buyer has the right to withdraw from the contract concluded at a distance (withdrawal from purchase), within 14 days, without specifying the reason.
The period of 14 days shall be calculated from the moment when the goods reach the state of the consumer, i.e. a third party designated by the consumer, who is not the carrier.
When the delivery of goods consists of several consignments and parts, the 14-day period begins when the last consignment or part has arrived in the state of the consumer, i.e. a third party designated by the consumer who is not the carrier.
Exceptions to the Right to Withdraw from the Contract
According to the Consumer Protection Act ("Sl. glasnik RS", br. 88/2021), Article 36:
Consumers do not have the right to withdraw from the contract in the following cases:
If the sealed goods cannot be returned due to health or hygiene reasons and have been unsealed after delivery.
In such cases, if the product is unpacked, it is assumed to have been used.
Obligations of the Consumer in Case of Withdrawal from the Contract (Article 34):
Consumers are solely responsible for any reduction in the value of the goods resulting from improper handling.
If you remove labels or tags from the item, or otherwise damage it, you lose the right to withdraw from the contract for that item. You may be eligible for a refund, but it will be for a reduced value of the goods.
Consumers can withdraw from the contract by submitting a withdrawal statement using a specific form, which can be downloaded [here]. The withdrawal form takes legal effect from the day it is sent to the trader.
Consumers must return the goods to the trader, or an authorized person, without delay and no later than 14 days from the date of sending the withdrawal form. The returned goods must include an invoice or proof of purchase.
Consumers bear the cost of returning the goods and may use any courier service. However, we recommend using [recommended courier service], as it is our business partner, and it is easier for us to resolve any disputes with our partners. Ultimately, the choice of courier service is yours.
The right to withdraw from the contract ends after 14 days.
Refunds:
In case of withdrawal from the contract, consumers are entitled to a refund. The refund amount will be returned to the buyer upon receipt and inspection of the product to confirm it is undamaged and in good condition.
The trader must return the amount paid by the consumer within 14 days of receiving the withdrawal statement and the product.
If the returned goods are found to be damaged or not in correct condition, the trader has the right to withhold the refund.
Consumers are responsible for any impairment of the goods due to improper handling. If a defect or damage is found to be the consumer's fault and the consumer refuses a refund for the reduced value of the goods, a refund will be denied, and the goods will be returned to the consumer at their expense.
You can read this policy in your language, but remember that the Serbian version of this document takes precedence over your use of the Conifer services. You can change the language in your account settings.