Complaints

COMPLAINTS

Notice on the method and receipt of complaints

When picking up the shipment, please inspect the package in the presence of the courier . If there are visible damages (torn parts, bruises), do not pick up the package and contact us immediately at [luxoria.moissanite@gmail.com] . We will send instructions for further action as soon as possible.

If you have received the shipment, and after opening it, you have determined that the delivered goods do not correspond to the ordered ones or that the information on the invoice is incorrect, please contact us within 24 hours of receiving the shipment at [ luxoria.moissanite@gmail.com ] .

Consumer rights and seller's responsibility

The seller is responsible for the non-conformity of the delivered goods with the contract, in accordance with the Law on Consumer Protection.
A consumer is a natural person who buys for personal, non-commercial needs.

The consumer declares a complaint about non-conformity to the Seller . The seller bears responsibility if the goods do not match the manufacturer's specification .

If the goods are non-conforming, the consumer has the right to demand the removal of the non-conformity without compensation - primarily by repair or replacement , and then a proportional reduction in price or termination of the contract . If the removal of nonconformities is not possible or would represent a disproportionate burden for the Seller (in the sense of the Law), the consumer may request a price reduction or termination .

The seller is obliged to carry out the repair or replacement within 15 days , that is, 30 days for technical goods , counting from the day of receipt of the complaint (the deadline can be extended in accordance with Article 55 of the Law on Consumer Protection ), without significant inconvenience for the consumer, taking into account the nature of the goods and the purpose of the purchase.

All costs necessary to bring the goods into compliance with the specification (labor, material, collection and delivery ) are borne by the Seller .

The consumer has the right to terminate the contract if:

  • cannot exercise the right to repair or replacement, or

  • the repair/replacement was not performed within the deadline, or

  • it was not carried out without significant inconvenience.

Termination is not possible if the inconsistency is slight .

The Seller's liability for non-conformity lasts for 2 years from the transfer of risk to the consumer (from the date on the fiscal invoice or the date on the delivery note in the case of distance sales). If non-conformity occurs within 6 months from the passing of the risk (unless it is contrary to the nature of the goods/non-conformity), the consumer can choose replacement , price reduction or termination ; repair is then possible with the express consent of the consumer. At the end of 6 months, the existence of non-conformity at the time of transfer of risk is proved by the consumer .

The impossibility of delivering the original packaging cannot be a condition for resolving the complaint or a reason for refusing to remove the non-conformity.

Ways of submitting a complaint

You can submit a complaint to e-mail luxoria.moissanite@gmail.com

The seller is obliged to receive the declared complaint.

Response to complaints and deadlines

The seller is obliged to respond to the consumer in writing or electronically without delay , and no later than within 8 days of receiving the complaint. The answer contains:

  • the decision as to whether the complaint is accepted (or the reasons for rejection),

  • statement on the submitted request,

  • proposed solution and

  • deadline in which the complaint will be resolved.
    The solution is possible only with the prior consent of the consumer.

The deadline for resolving the complaint ends on the day the consumer receives the Seller's response and starts again when the Seller receives the consumer's statement. The consumer is obliged to declare within 3 days of receiving the answer; if he does not declare himself within the deadline, it is considered that he does not agree with the Seller's proposal.

If, for objective reasons, the Seller cannot satisfy the request within the agreed time limit, he is obliged to inform the consumer about the extension of the deadline , specify the new deadline and obtain the consumer's consent . Extension is possible only once .

If the consumer does not accept the exchange of the article for a suitable one, the amount of the purchase price will be returned to him.

Out-of-court settlement of consumer disputes

If the Seller rejects the complaint as unfounded, the consumer can initiate an out-of-court settlement of the consumer dispute . The seller is obliged to participate in the procedure before the bodies for out-of-court settlement of consumer disputes.
List of bodies: https://vansudsko.mtt.gov.rs/adrbodies

You can download the complaint form here .