Purchases made through our online store are, in accordance with the Law on Consumer Protection (“Official Gazette of the RS”, No. 88/2021) considered distance selling. The user of the online store, i.e. the customer, has the right to withdraw from a distance sales contract within 14 days from the day the product is delivered, without stating any reason and without additional costs, except for the costs referred to in Articles 33 and 34 of the Law on Consumer Protection (“Official Gazette of the RS”, No. 88/2021).This right does not apply to goods of a specific nature (goods that are subject to deterioration or have a short shelf life). By withdrawing from the contract in this manner, the customer is released from all contractual obligations, except for the costs of returning the goods.
The withdrawal process begins by completing the Withdrawal Form which can be downloaded here. After that, please contact the online store by phone at +381 60 38 444 66 or by e-mail at info@wool-art.com (please have your order number ready before contacting customer service). The returned goods must be properly packed together with the completed withdrawal form and sent to the following address: BRANKA GOLUBOVIĆ PR PROIZVODNJA PLETENE I KUKIČANE ODEĆE WOOL ART SKRŽUTI Ljube Stojanovića 147 31206 Skržuti Serbia Phone: 060 384 44 66 In this case, the return shipping costs are borne by the customer.
Once the goods have been delivered back to the online store, the customer is entitled to a refund in the amount of the paid product price. The goods must be returned undamaged, unused, and in the original packaging without any damage, within 14 days from the date the product was delivered to the customer. The goods are considered returned on time if the customer sends them before the expiration of the 14-day period. If these conditions are met, the customer can expect a refund no later than 14 days from the date the returned product is received. If it is determined that the goods were returned damaged or defective due to the customer’s negligence or improper handling, the customer bears full responsibility. In such cases, the online store reserves the right to refuse a refund, and the goods will be returned to the customer at their own expense.
The cost of returning goods is borne exclusively by the customer, unless the customer received an incorrect or defective product, which is not considered the customer’s fault.
BRANKA GOLUBOVIĆ PR PROIZVODNJA PLETENE I KUKIČANE ODEĆE WOOL ART SKRŽUTI, the owner of the online store www.wool-art.com , undertakes to use the data provided by the customer when completing the Withdrawal Form exclusively for the purpose of processing the return and will not use them for any other purposes.
The distance sales contract can be downloaded here. možete preuzeti ovde.
Complaints
When your order arrives, it is necessary to inspect it in the presence of the courier and confirm that there is no visible damage to the package. You may return the package in the following cases:
- Visible damage to the package (torn or damaged parts) In this case, please contact us at 060 384 44 66 or send an e-mail with your details (full name, phone number) to info@wool-art.com , stating the reason for refusing the delivery.
- Incorrect or non-conforming product If after opening the package you find that the delivered goods do not match the ordered items or that the invoice information is incorrect, please contact us within 24 hours of receiving the shipment by phone at 060 384 44 66 or by e-mail at info@wool-art.com , providing your personal details.
- Non-conformity of the product If defects or non-conformities appear on the purchased product in accordance with the provisions of the Law on Consumer Protection (“Official Gazette of the RS”, No. 88/2021).please notify us via e-mail at info@wool-art.com .
fter contacting us and receiving further instructions, it is necessary to complete a Complaint Form which can be downloaded hereand send it together with the returned item to the following address: BRANKA GOLUBOVIĆ PR PROIZVODNJA PLETENE I KUKIČANE ODEĆE WOOL ART SKRŽUTI Ljube Stojanovića 147 31206 Skržuti Serbia Phone: 060 384 44 66
In the case of returning goods paid by cash on delivery, the return shipping costs are borne by the customer. In the case of returning goods and refunding payments made by payment cards, partially or in full, regardless of the reason for return, the online store is obliged to process refunds exclusively via VISA, EC/MC, Maestro, Dina, and Amex payment methods. This means that the bank will, at the seller’s request, refund the funds to the cardholder’s account.
In the event of rejection of a complaint, you will be informed about the possibility of out-of-court dispute resolution, as well as the competent bodies for alternative consumer dispute resolution, in accordance with Article 26, Paragraph 2, Item 5 of the Law on Consumer Protection (“Official Gazette of the RS”, No. 88/2021)..
Contact by E-mail
When contacting us by e-mail, please always include the following information in your message: full name, address, contact phone number, order number, order date, and the reason for your complaint.
Complaint Resolution Deadline
The customer will receive a decision on the outcome of the complaint within 8 days from the date the returned shipment is received by the seller.
