Product complaints and contract cancellation
- 1.1 Item replacement
1.2 Complaints procedure
1.3 Contract cancellation
1.1 ITEM REPLACEMENT
The product can be replaced with another within the legal deadline, provided it has not been damaged and used, and the return expenses are covered by the Customer. The Customer may or may not state the reasons for the replacement.
The replacement must be made within the legal deadline of 14 days from the date of receipt of the shipment.
In case of deviation from the stipulated specification or if there is a defect, we undertake to replace the product with a one in good condition, and all costs are defrayed by Inpharm Co. d.o.o. The warranty does not apply in the event of a defect resulting from improper use.
If the purchased product requested to be replaced is not on stock, the seller is bound to replace the product with another one at the Customer’s request, with a possible surcharge or refund due to price difference. Should there be no possibility to replace the item, the seller is obliged to refund the Customer, and the expenses of refund are borne by the Customer.
1.2 Complaints procedure
The customer can submit complaints on goods purchased via the website https://whitewashnano.rs by e-mail to [email protected] with the e-mail subject “Complaint”; in writing to Inpharm Co. d.o.o., Batajnicki drum 23 in Belgrade; by verbal statement and in person at the address of Inpharm Co. d.o.o., Batajnicki drum 23 in Belgrade; by phone 011 / 3073-995; and exclusively by supplying the invoice or another proof of purchase for inspection.
Inpharm Co. d.o.o. is obliged to keep records of received complaints and to keep them for at least 2 years from the date of submission by the Customer.
Inpharm Co. d.o.o. is obliged to issue a written confirmation to the Customer or to confirm the receipt of complaints electronically, i.e. to communicate the number under which the complaint has been entered in the records of received complaints.
When receiving a complaint from the Customer who bought the goods through the website www.whitewashnano.rs, the person authorized for receiving complaints at Inpharm Co. d.o.o. enters the following information in the complaint sheet that he/she gives or delivers to the Customer: name and surname, address and phone number of the person submitting the complaint, product name, reason for submitting the complaint, complaint number, and date of complaint submission.
Records of received complaints are kept in the form of a bound book or in electronic form and contain in particular data on the person who submitted the complaint and date of complaint receipt, data on goods, brief description of non-compliance and the claims from the complaints, date of issue of complaint receipt, decision on responding to Customer’s complaint, delivery date of that decision, the mutually agreed deadline appropriate for resolving the issue, the manner and date of resolving the complaint, as well as information on deadline extension for resolving the complaint.
Inpharm Co. d.o.o. is obliged to respond to the Customer’s written complaint without delay, and no later than within 8 days from the day of receipt of the complaint, in writing or electronically.
The reply of Inpharm Co. d.o.o. 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 cannot be longer than 15 days.
Inpharm Co. d.o.o. is obliged to act in accordance with the decision, proposal, and deadline for resolving the complaint, if he has previously obtained the Customer’s consent.
Should Inpharm Co. d.o.o., for objective reasons, not be able to satisfy the Customer’s request within the agreed time, they are obliged to inform the Customer about the extension of the deadline for resolving the complaint, and state the deadline within which it will be resolved, as well as obtain his/her consent, which they are obliged to enter into records of received complaints. The deadline for resolving complaints can be extended only once.
The inability on the part of the Customer to deliver the packaging of the goods to Inpharm Co. d.o.o. cannot be a condition for resolving the complaint, or a reason for refusing to eliminate the non-compliance.
Inpharm Co. d.o.o. is responsible for the non-conformity of the goods to the contract occurring within two years from the date of transferring the risk to the Customer.
If the non-conformity occurs within six months from the date of transfer of risk to the Customer, it is assumed that the non-conformity existed at the time of risk transfer, unless it is contrary to the nature of the goods and the nature of a particular non-conformity.
The Customer who has notified Inpharm Co. d.o.o. on non-conformity of goods has the right to demand from Inpharm Co. d.o.o. to eliminate the non-conformity free of charge, to replace the goods, that is to demand an appropriate price reduction or to terminate the contract in respect of those goods. If there is a non-conformity of the goods, the Customer can return them after the accepted complaint at the expense of Inpharm Co. d.o.o. via the courier service which Inpharm Co. d.o.o. has a contract with, namely D Express (https://www.dexpress.rs/), or bring in person to the business facility of Inpharm Co. d.o.o., at Batajnicki drum 23 in Belgrade.
The Customer is obliged to comply with all instructions from the declaration regarding the intended use of goods, their maintenance, etc.
The Customer is not entitled to a complaint if the product defect is his fault, either through physical damage when using the goods, or through improper maintenance thereof.
The response of Inpharm Co. d.o.o. to the Customer’s complaint must contain a decision on whether the complaint has been accepted, a statement on the Customer’s request, and a specific proposal and deadline for resolving the complaint. The deadline cannot be longer than 15 days from the day of submitting the complaint.
When receiving a complaint from the Customer who has bought the goods through the website https://whitewashnano.rs the authorized person at Inpharm Co. d.o.o. enters the following information in the complaint sheet that is then given/delivered to the Customer: name and surname, address and telephone number of the person making the complaint; product name, the reason for complaint, the number of the complaint and the date of submission.
The authorized person enters all data on received complaints, as well as the manner of their resolution in the book of records and complaints.
The person authorized to receive the complaint is obliged to receive any complaint and forward it to the person appointed by Inpharm Co. d.o.o. who decides on the complaint and further proceedings.
The decision maker who is responsible for resolving the complaint, makes the decision on the complaint immediately, and no later than within 8 days from the day of receipt of the complaint.
The authorized person informs the Customer about the decision on the complaint in writing, by sending an e-mail notification.
Transport costs incurred on the basis of an accepted complaint are borne by Inpharm Co. d.o.o.
1.3 Contract cancellation
The Buyer exercises the right to withdraw from the distance contract, i.e. contract concluded outside the business premises, with a Statement of withdrawal from the contract within 14 days from the day when the goods arrived in the Customers possession or possession of a third party designated by the Customer, who is not a carrier.
The Customer can download the withdrawal form here.
By withdrawing from the contract, the Customer is released from all obligations, except from the obligation to pay the costs related to shipping the returned goods due to contract withdrawal.
The goods returned by the Customer must be unused, undamaged and in the original packaging, and the Customer must enclose an invoice or other proof of payment with the form – Statement on Withdrawal from the Agreement.
The Customer may, within 14 days from the day of concluding the distance contract, i.e. the contract concluded outside the business premises, without stating his/her reasons, withdraw from the contract.
The withdrawal statement becomes effective on the day it has been sent to Inpharm Co. d.o.o. by the Customer.
If the buyer realizes the right to withdraw from the contract, it is considered that the contract has not even been concluded, and the obligations prescribed by Article 34 and Article 35 of the Law on Consumer Protection ensue.
Inpharm Co. d.o.o. is obliged to return the payments received from the Customer without delay, and no later than 14 days from the day Inpharm Co. d.o.o. has received the withdrawal form.
Inpharm Co. d.o.o. may postpone the return of funds until the returned goods have been received.
The Customer is obliged to return the goods to Inpharm Co. d.o.o, without delay, and no later than 14 days from the day on which the withdrawal form has been submitted.
The Customer covers exclusively direct costs of returning the goods.
If the delivery is not successful, the products will be returned to Inpharm Co. d.o.o., while the Customer’s order will be cancelled, and the money returned to the Customer.
To get a refund, the Customer is obliged to contact Inpharm Co. d.o.o. by sending an e-mail to [email protected] or by calling the phone number 011/3073-995 (Monday to Friday from 9.00am to 5.00pm). After the phone call, it is necessary to supply the current account number to the e-mail [email protected].
If the Buyer pays the order to the courier (cash on delivery), the refund is made by payment to the current account in RSD and it is not possible to send money back by courier in cash.
In the event of a refund to the Customer who has previously made a payment by one of the payment cards and regardless of the reason for the refund, Inpharm Co. d.o.o. is obliged to make the refund via VISA, EC / MC and Maestro payment methods, which means that the bank will, at the request of the seller, refund the amount to the cardholder’s account, or effect payment to the current account in RSD.