Rulebook
On the manner of resolving customer complaints

Pursuant to the Law on Consumer Protection ("Official Gazette of the Republic of Serbia", No. 62/2014, 6/2016 - other law and 44/2018 - other law), the Director of the company RA&CO doo, Ilije Ognjanovica Street, No. 4/11, 21000 Novi Sad (hereinafter RA&CO) on 01.02.2021 brings:
RULEBOOK

On the manner of resolving customer complaints

Article 1.

The Rulebook regulates in more detail the procedure and manner of resolving customer complaints in case of non-delivery of ordered products.

Article 2.

RA&CO d.o.o. sells its products at retail via the Internet so that it takes into account the rights of consumers to protection in case of non-fulfillment of obligations by the seller's company.

Article 3.

The buyer has the right to make a complaint in accordance with the provisions of this Rulebook and the Law on Consumer Protection.

Consumer rights and obligations

Article 4.

The consumer must be acquainted with the Rulebook and the manner of complaints, as well as other Articles of the Rulebook, in accordance with the Law on Consumer Protection.

Article 5.

In order to be entitled to a complaint, the buyer must submit any proof of purchase of
RA&CO products on the website http://erestan.com

Article 6.

The buyer has no right to complaint if there is no proof of payment for the product,
i.e. purchases on the website http://erestan.com
as well as if the product has no defects, or they are caused by a mistake of the buyer.

Article 7.

The customer has the right to purchase goods on the website http://erestan.com, the right to be informed within the obligation and ability of the seller to provide him with the information about the type of goods he sells, the basic characteristics of the product, the right to complaint, especially about the place of receipt and manner of action, as well as conditions related to the exercise of customer rights on the basis of non-conformity of goods in the manner regulated by this Rulebook and legal regulations.

Obligations of RA&CO doo.

Article 8.

RA&CO d.o.o. is obliged to issue a fiscal invoice with all prescribed elements for the purchase of goods through the website www.erestan.com.

Article 9.

RA&CO d.o.o. respects the provisions of legal regulations relating to the protection of health and
safety of customers.

Complaint procedure

Article 10.

The customer can file a complaint electronically to the address racoerestan@gmail.com.
The customer can file a complaint only with the delivery of a fiscal receipt, i.e. an invoice for the purchased goods, or other proof of purchase (copy of the invoice...).

Article 11.

RA&CO d.o.o. is obliged to respond to the customer's complaint without delay, and no later than 8 days from the day of receipt of the complaint in writing or electronically. RA&CO d.o.o.'s response to the customer's complaint must contain a decision on whether to accept the complaint, a statement on the customer's request and a specific proposal and deadline for resolving the complaint. The deadline for resolving the complaint cannot be longer than 15 days from the day of submitting the complaint. If RA&CO d.o.o. for objective reasons is not able to satisfy the customer's request within the specified period, it is obliged to inform the customer about the extension of the deadline for resolving the complaint and state the deadline within which to resolve it, as well as to obtain his consent, which he is obliged to record in the records of received complaints.
Extension of the deadline for resolving complaints can be done only once.

Article 12.

RA&CO doo is obliged to keep records of received complaints and to keep it for at least 1 year from the day of submitting the customer complaint.
Records of received complaints are kept in electronic form and contain data on the submitter and date of receipt of the complaint, data on goods (name, price), brief description of non-compliance and request from the complaint, date of issuance of confirmation of receipt of complaint, decision on customer response, delivery date of that decision, the agreed appropriate deadline for resolving with which the customer agreed, the manner and date of resolving the complaint, as well as information on the extension of the deadline for resolving the complaint.

Article 13.

The customer who has informed the seller about the non-conformity of the goods, has the right to request from the seller the replacement of the product, or to request a refund. Any replacement must be carried out within a reasonable deadline and without significant inconvenience to the customer,
taking into account the nature of the goods and the purpose for which the customer procured them.

Article 14.

The customer is obliged to adhere to all instructions from the declaration and instructions for use regarding the intended use of the product.

Article 15.

The customer has no right to complaint, if the defect in the product was caused by his fault.

Article 16.

The authorized person informs the customer about the decision on the complaint in writing,
by sending a notification by registered mail or electronically.

Article 17.

The person authorized to resolve complaints may make a decision:
1. To replace the purchased goods with a new one
2. To return the amount paid to the buyer according to the fiscal receipt

Article 18.

All costs incurred on the basis of a well-founded complaint shall be borne by RA&CO d.o.o.
If it turns out that the complaint is unfounded, the delivery costs in the case of returning the product are borne by the Buyer.

Authorizations and responsibilities

Article 19.

If the seller and the customer cannot resolve the customer dispute, the resolution of the dispute is within the jurisdiction of the competent court.
If a dispute arises through a competent court or a dispute is initiated on the basis of a report by a competent inspector due to improper and untimely procedure against a customer (buyer), the responsible person in terms of this Rulebook is an authorized person of RA&CO d.o.o., depending on the specific circumstances of each case.

Article 20.

The customer must be informed about the scope, conditions and manner of complaint of goods purchased through the website www.erestan.com
as well as where and to whom the complaint is submitted and other provisions of the Rulebook.
Right to withdraw
In accordance with the current Law on Consumer Protection ("Official Gazette of the Republic of Serbia", No. 62/2014, 6/2016 - other law and 44/2018 - other law) we inform you of the following:
Form of withdrawal statement from the Agreement is delivered to the e-mail address: racoerestan@gmail.com or address of company: RA&CO d.o.o. Ilije Ognjanovica Street, No. 4, 21000 Novi Sad.
Products must be unused, undamaged and in the original packaging, and must be accompanied by an original invoice and form
- a statement of withdrawal from the Agreement.
The customer has no right to withdraw from the Agreement according to Article 37., item 5 of the Law on Consumer Protection if the goods which are delivered are sealed, and unsealed after delivery and therefore can not be returned due to health protection or hygiene reasons.
Withdrawal Statement from the Agreement produces legal effect from the day when it was sent to RA&CO d.o.o. If the customer realizes the right to withdraw from the Agreement, it is considered that the Agreement is not concluded and obligations under Articles 34. and 35. of this Law arise. RA&CO d.o.o. is obliged to refund the payments received from the customer on the basis of the Agreement for the sale of goods concluded through the website, including delivery costs, and no later than 14 days from the day when he received the withdrawal form. RA&CO d.o.o. refunds payments using the same means used by the customer. RA&CO d.o.o. is not obliged to reimburse additional costs resulting from the explicit request of the customer for delivery that deviates from the cheapest usual delivery offered by RA&CO d.o.o.
RA&CO d.o.o. may postpone the refund until it receives the returned goods, or until the customer provides proof that has sent the goods to RA&CO d.o.o. depending on what comes first. The customer is obliged to return the goods to RA&CO d.o.o., without delay, and no later than 14 days from the day when he sent the form - Statement of withdrawal from the Agreement.
The form of Statement of Withdrawal from the Agreement can be downloaded here and when you fill it out, send us the form by email.

Thank you for your trust.