POVRAT I ZAMENA ROBE

PRAVILNIK O REKLAMACIJI, POVRAĆAJU I ZAMENI ROBE

REKLAMACIJA

Poštovani potrošači,
Obaveštavamo vas da vaše reklamacije na isporučenu robu možete slati na:
- Email adresu: bebebydunja@gmail.com ili
- Broj telefona 00381693532383  radnim danima u periodu od 09 do 17 časova, svakog radnog dana

Razlozi za izjavljivanje reklamacije

Potrošač ima pravo da izjavi reklamaciju:
1)  ukoliko roba nije saobrazna ugovoru;
2)  zbog pogrešno obračunate cene
3)  i drugih nedostataka.

Ukoliko isporučena roba nije saobrazna ugovoru, potrošač koji je obavestio prodavca o nesaobraznosti ima pravo da zahteva od prodavca da otkloni nesaobraznost, bez naknade, opravkom ili zamenom ili da zahteva odgovarajuće umanjenje cene ili da raskine ugovor u pogledu te robe.

Potrošač ima pravo da bira između opravke ili zamene kao načina otklanjanja nesaobraznosti robe.

Ukoliko otklanjanje nesaobraznosti popravkom ili zamenom nije moguće, potrošač ima pravo da zahteva odgovarajuće umanjenje cene ili raskid ugovora ako:
1. nesaobraznost ne može da se otkloni opravkom ili zamenom uopšte, ni u primerenom roku;
2. ne može da ostvari pravo na opravku ili zamenu, to jest ako prodavac nije izvršio opravku ili zamenu u primerenom roku;
3. opravka ili zamena ne može da se sprovede bez značajnijih nepogodnosti za potrošača zbog prirode robe i njene namene;
4. otklanjanje nesaobraznosti opravkom ili zamenom predstavlja nesrazmerno opterećenje za prodavca.

Potrošač ima pravo da zahteva zamenu, odgovarajuće umanjenje cene ili da raskine ugovor zbog istog ili drugog nedostatka saobraznosti koji se posle prve opravke pojavi, a ponovna opravka je moguća samo uz izričitu saglasnost potrošača.

Ako se nesaobraznost pojavi u roku od šest meseci od dana prelaska rizika na potrošača, potrošač ima pravo da bira između zahteva da se nesaobraznost otkloni zamenom, odgovarajućim umanjenjem cene ili da izjavi da raskida ugovor.

Ako se nesaobraznost pojavi u roku od šest meseci od dana prelaska rizika na potrošača, otklanjanje nesaobraznosti moguće je opravkom uz izričitu saglasnost potrošača.

Sve troškove koji su neophodni da bi roba postala saobrazna ugovoru, a naročito troškove rada, materijala, preuzimanja i isporuke, snosi prodavac.

Potrošač ne može da raskine ugovor ako je nesaobraznost robe neznatna.

Rokovi i teret dokazivanja

Prodavac je odgovoran za nesaobraznost robe ugovoru koja se pojavi u roku od dve godine od dana prelaska rizika na potrošača.

Ako nesaobraznost nastane u roku od šest meseci od dana prelaska rizika na potrošača, pretpostavlja se da je nesaobraznost postojala u trenutku prelaska rizika, osim ako je to u suprotnosti sa prirodom robe i prirodom određene nesaobraznosti.

Teret dokazivanja da nije postojala nesaobraznost snosi prodavac.

Postupanje po izjavljenoj reklamaciji

• Prijem reklamacije
  Svaku izjavljenu reklamaciju od strane potrošača dužni smo da primimo i evidentiramo u knjizi reklamacija.
  Potrošač može da izjavi reklamaciju na mestu koje je određeno za prijem reklamacija, telefonom, pisanim putem, elektronskim putem.
  Obavezni ste da prilikom izjavljivanja reklamacije dostavite račun na uvid ili drugi dokaza o kupovini.
  U obavezi smo da vodimo evidenciju primljenih reklamacija i da je čuvamo najmanje dve godine od dana podnošenja reklamacija potrošača.
  Prilikom obrade podataka o ličnosti potrošača dužni smo da postupamo u skladu sa propisima kojima se uređuje zaštita podataka o ličnosti. Nakon što izjavite reklamaciju u roku od jednog radnog dana dobićete pisanu potvrdu elektronskim putem kojim  potvrđujemo prijem reklamacije, odnosno saopštavamo vam broj pod kojim je zavedena vaša reklamacija u evidenciji primljenih reklamacija.
• Rok za rešavanje reklamacije
  Dužni smo da bez odlaganja, a najkasnije u roku od osam dana od dana prijema reklamacije, pisanim ili elektronskim putem odgovorimo potrošaču na izjavljenu reklamaciju.
   Odgovor na reklamaciju potrošača mora da sadrži odluku da li prihvatamo reklamaciju, obrazloženje ako ne prihvatamo reklamaciju, izjašnjenje o zahtevu potrošača o načinu rešavanja i konkretan predlog u kom roku će i kako rešiti reklamaciju ukoliko je prihvatamo.
  Rok za rešavanje reklamacije ne može da bude duži od 15 dana od dana podnošenja reklamacije.
  Rok za rešavanje reklamacije prekida se kada potrošač primi odgovor prodavca i počinje da teče iznova kada prodavac primi izjašnjenje potrošača.
  Potrošač je dužan da se izjasni na odgovor prodavca najkasnije u roku od 3 dana od dana prijema odgovora prodavca. Ukoliko se potrošač u propisanom roku ne izjasni, smatraće se da nije saglasan sa predlogom prodavca.
  Ukoliko iz objektivnih razloga nismo u mogućnosti da udovoljimo vašem zahtevu u propisanom roku, dužni smo da vas o produžavanju roka za rešavanje reklamacije obavestimo i navedemo rok u kome će se rešititi reklamacija.
  Za produženje roka dužni smo da dobijemo vašu saglasnost, i to se evidentira u evidenciji primljenih reklamacija.
  Produžavanje roka za rešavanje reklamacija moguće je samo jednom.
  Ukoliko odbijemo reklamaciju, dužni smo da vas obavestimo o mogućnosti rešavanja spora vansudskim putem i o nadležnim telima za vansudsko rešavanje potrošačkih sporova.
  Nemogućnost potrošača da dostavi prodavcu ambalažu robe ne može biti uslov za rešavanje reklamacije, ni razlog za odbijanje otklanjanja nesaobraznosti.
  
  

Pravo na vansudsko rešavanje sporova

Postupak pred telom za vansudsko rešavanje sporova, može da pokrene potrošač samo ukoliko je prethodno izjavio reklamaciju.

Obaveza Prodavca je da učestvuje u postupku vansudskog rešavanja potrošačkih sporova pred telom.

Vansudsko rešavanje potrošačkog spora u skladu zakonom može da traje najduže 90 dana od dana podnošenja predloga, a u opravdanim slučajevima kada je predmet spora složen, rok od 90 dana se može produžiti za najviše još 90 dana, o čemu telo bez odlaganja obaveštava potrošača i trgovca.

Potrošač može odustati od daljeg učešća u vansudskom rešavanju potrošačkog spora do okončanja postupka.

Listu tela za vansudsko rešavanje sporova možete pronaći na sledećem linku:
https://vansudsko.must.gov.rs/adrbodies

Zahtev za vansudsko rešavanje sporova možete popuniti na sledećem linku:
https://vansudsko.must.gov.rs/

POVRAĆAJ ROBE

U skladu sa važećim propisima o zaštiti potrošača, Kupac ima pravo da, bez navođenja razloga, jednostrano odustane od ugovora zaključenog na daljinu (putem internet ili drugog sredstva komunikacije na daljinu) u roku od 14 dana od dana kada mu je dostavljen proizvod.

Kupac je dužan da proizvod vrati u istom stanju u kojem mu je isporučen (neoštećen, bez tragova nošenja i pranja), u originalnom pakovanju sa svim deklaracijama i etiketama.

Ukoliko Kupac ne izjavi da odustaje od Ugovora u predviđenom roku ili proizvod ne ispunjava propisane uslove, gubi pravo na odustanak i povraćaj cene.

Troškove vraćanja robe snosi Kupac, osim u slučajevima kada je došlo do greške u isporuci od strane Prodavca.

Po prijemu robe, a nakon potvrde o ispunjenosti uslova za odustanak, Prodavac je dužan da izvrši povraćaj novčanog iznosa cene kupljenog proizvoda, bez odlaganja, a najkasnije u roku od 14 dana od kada je primio izjavu Kupca o odustanku od ugovora. 

Ukoliko proizvod ne bude vraćen pre isteka navedenog roka, povraćaj novca se može odložiti do prijema vraćene pošiljke ili dostavljanja dokaza o slanju pošiljke.

Prodavac vrši povraćaj novca koristeći isto sredstvo plaćanja koja je Kupac koristio prilikom kupovine. Ukoliko je porudžbina izrvršena u R. Srbiji i plaćena je pouzećem, povraćaj novčanih srestava se vrši isključivo uplatom na tekući račun Kupca otvoren u R. Srbiji. 

Zamenu i povraćaj donjeg veša nije moguće izvršiti, iz higijenskih razloga. Zamenu I povraćaj kupaćih kostima je moguće izvršiti samo u slučaju da higijenska nalepnica nije skinuta. 

Predmet porudžbine sa popunjenim obrascem Izjave o odustanku od ugovora, računom/otpremnicom koji je pristigao na mail i fiskalnim računom, Kupac šalje na adresu Nova Bebe d.o.o: 11000 Beograd, ul. Kneza Mihaila br. 29. 

Obrazac Izjave o odustanku od ugovora možete preuzeti ovde.

ZAMENA
 
Ukoliko nakon prijema pošiljke, Kupac utvrdi da mu veličina robe ne odgovara i želi da izvrši zamenu za istu robu druge veličine, Kupac to može učiniti u roku od 14 dana od dana prijema pošiljke.

Kupac je u obavezi da popuni obrazac Izjave o odustanku od ugovora, u kom će biti navedena željena veličina zamenskog proizvoda.

Kupac će u Izjavi o odustanku od ugovora navesti broj tekućeg računa, na koji će biti izvršen povraćaj novčanih sredstava u slučaju da zamenski proizvod nije dostupan u željenoj veličini, o čemu će ga Prodavac blagovremeno obavestiti.

Predmet porudžbine sa popunjenim obrascem Izjave o odustanku od ugovora, Kupac šalje na adresu Nova Bebe d.o.o: 11000 Beograd, ul. Kneza Mihaila br. 29. 

Obrazac Izjave o odustanku od ugovora možete preuzeti ovde.

Po prijemu proizvoda, a nakon potvrde o ispunjenosti predviđenih uslova koji se tiču stanja u kom se proizvod nalazi, Kupcu će biti poslat zamenski proizvod.

Prodavac zadržava pravo da odbije realizaciju zamene u slučaju da je propušten propisani rok za zamenu i ukoliko je roba oštećena, korišćena ili se ne nalazi u originalnom pakovanju sa svim deklaracijama i etiketama.

Kupci koji borave van teritorije R. Srbije i žele da izvrše povraćaj ili zamenu proizvoda, mogu dobiti sve potrebne informacije obraćanjem putem mejl adrese: bebebydunja@gmail.com.

Više informacija pročitajte na stranici Politika privatnosti.

English version

RULES ON WITHDRAWAL FROM THE CONTRACT, RETURNS, AND EXCHANGES

COMPLAINT POLICY

Dear Customers,
We want to inform you that you can submit complaints regarding delivered goods to the following:

- Email: bebebydunja@gmail.com

- Phone: +381693532383, available on business days from 9 AM to 5 PM.

Reasons for Filing a Complaint

The consumer has the right to file a complaint:

1) If the goods are not in conformity with the contract;

2) Due to an incorrectly calculated price;

3) Or for any other defects.

Suppose the delivered goods are not in conformity with the contract. In that case, the consumer who has notified the seller about the nonconformity has the right to request the seller to eliminate the nonconformity, free of charge, by repair or replacement, or to request a proportional price reduction, or to terminate the contract regarding the goods in question.

The consumer has the right to choose between repair or replacement as a way to eliminate the nonconformity.

If eliminating the nonconformity by repair or replacement is not possible, the consumer has the right to request an appropriate price reduction or contract termination if:

1. The nonconformity cannot be eliminated by repair or replacement at all, or within a reasonable period;

2. The consumer cannot exercise the right to repair or replacement, i.e., the seller has not performed the repair or replacement within a reasonable time;

3. The repair or replacement cannot be carried out without significant inconvenience for the consumer due to the nature and purpose of the goods;

4. Eliminating the nonconformity by repair or replacement would represent a disproportionate burden for the seller.

The consumer has the right to request replacement, an appropriate price reduction, or to terminate the contract due to the same or another defect of conformity that appears after the first repair, and another repair is possible only with the consumer’s explicit consent.

If the nonconformity appears within six months from the date the risk is transferred to the consumer, the consumer has the right to choose between replacement, price reduction, or contract termination.

If the nonconformity appears within six months from the date the risk is transferred to the consumer, elimination of the defect by repair is possible only with the consumer’s explicit consent.

All costs necessary for the goods to become compliant with the contract, particularly labor, materials, collection, and delivery costs, are borne by the seller.

The consumer cannot terminate the contract if the nonconformity of the goods is minor.

Deadlines and Burden of Proof

The seller is responsible for any nonconformity that appears within two years from the date the risk was transferred to the consumer.

If the nonconformity occurs within six months, it is presumed that the nonconformity existed at the time of risk transfer, unless this is inconsistent with the nature of the goods or the nature of the defect.

The burden of proof that the nonconformity did not exist lies with the seller.

Handling of Filed Complaints

• Receipt of Complaint
  We are obliged to accept every consumer complaint and record it in the complaint logbook.
  Consumers may submit complaints at the designated place for receiving complaints, by phone, in writing, or electronically.

  You must provide a receipt or other proof of purchase when submitting a complaint.
  We are required to keep a record of all complaints for at least two years from the date of submission.

  When processing personal data of consumers, we act in accordance with data protection regulations.
  After submitting a complaint, within one working day, you will receive a written confirmation by email, confirming the receipt of your complaint and stating the reference number under which it is recorded.
  

• Complaint Resolution Deadline
  We are obliged to respond to your complaint without delay, and no later than 8 days from the date of receipt, in writing or by email.

  The response must include our decision whether we accept the complaint, the explanation if not accepted, our statement on how the complaint will be resolved, and a specific proposal and timeframe for resolving it, if accepted.

  The total complaint resolution period cannot exceed 15 days from the date of submission.

  The resolution period is suspended when the consumer receives the seller’s response and starts running again once the seller receives the consumer’s reply.

  The consumer must respond to the seller’s reply within 3 days from receipt.
  If the consumer fails to respond within this period, it will be considered that they do not agree with the seller’s proposal.

  If, for objective reasons, we are unable to fulfill your request within the prescribed period, we are obliged to inform you of the extension of the resolution period and specify the new deadline.

  We must obtain your consent for the extension, which will be recorded in the complaint logbook.
  The extension of the deadline for resolving a complaint is possible only once.

  If we reject your complaint, we are obliged to inform you about the possibility of out-of-court dispute resolution and the competent authorities for such procedures.

  The consumer’s inability to return the original packaging cannot be a condition for resolving the complaint, nor a reason to reject the elimination of nonconformity.
  

Right to Out-of-Court Dispute Resolution

The procedure before a body for out-of-court dispute resolution can be initiated by the consumer only after a complaint has been filed.

The seller is obliged to participate in the out-of-court consumer dispute resolution procedure before the competent body.

Out-of-court resolution may last up to 90 days from the submission of the request, and in justified cases of complex disputes, the deadline may be extended by an additional 90 days, with prompt notification to both the consumer and the trader.

The consumer may withdraw from the procedure at any time before its completion.

You can find the list of bodies for out-of-court dispute resolution at the following link:
https://vansudsko.must.gov.rs/adrbodies

You can fill out the request form for out-of-court dispute resolution here:
https://vansudsko.must.gov.rs/

RETURNS

In accordance with applicable consumer protection regulations, the Buyer has the right to withdraw unilaterally from a distance contract (concluded via the internet or other means of distance communication) without giving any reason, within 14 days from the day the product was delivered.

The Buyer is obliged to return the product in the same condition in which it was delivered (undamaged, with no signs of wear or washing), in the original packaging with all labels and tags attached.

If the Buyer does not declare withdrawal from the Contract within the prescribed period, or if the product does not meet the stipulated conditions, the right to withdraw and to a refund is lost.

The costs of returning the goods are borne by the Buyer, except in cases where an error in delivery was made by the Seller.

Upon receipt of the goods, and after confirming that the conditions for withdrawal have been met, the Seller is obliged to refund the purchase price without delay and no later than within 14 days from the date the Buyer’s statement of withdrawal from the contract was received.

If the product is not returned before the expiry of the stated period, the refund may be postponed until the returned shipment is received or proof of dispatch is provided.

The Seller will issue the refund using the same means of payment that the Buyer used for the purchase. If the order was placed within the Republic of Serbia and paid cash on delivery, the refund will be made exclusively by transfer to the Buyer’s current account opened in the Republic of Serbia.

For hygienic reasons, underwear cannot be returned or exchanged. Swimwear can be returned or exchanged only if the hygiene sticker has not been removed.

The Buyer shall send the ordered item together with the completed Withdrawal from Contract Form, the invoice/delivery note received by email, and the fiscal receipt to the address of Nova Bebe d.o.o.: 11000 Belgrade, Kneza Mihaila 29.

You can download the Withdrawal from Contract Form here.

EXCHANGES

If, after receiving the shipment, the Buyer determines that the size does not fit and wishes to exchange the item for the same product in a different size, the Buyer may do so within 14 days from the date of receipt.

The Buyer must complete the Withdrawal from Contract Form, indicating the desired size of the replacement product.

In the Withdrawal from Contract Form, the Buyer shall provide a current account number to which a refund will be made in the event that the replacement product is not available in the desired size; the Seller will inform the Buyer of this in a timely manner.

The Buyer shall send the ordered item together with the completed Withdrawal from Contract Form to the address of Nova Bebe d.o.o.: 11000 Belgrade, Kneza Mihaila 29.

You can download the Withdrawal from Contract Form here.

Upon receipt of the product, and after confirming that the prescribed conditions regarding the state of the product have been met, a replacement product will be sent to the Buyer.

The Seller reserves the right to refuse the exchange if the prescribed deadline has been missed and/or if the goods are damaged, used, or not in the original packaging with all labels and tags attached.

Customers residing outside the territory of the Republic of Serbia who wish to return or exchange a product can obtain all necessary information by contacting: bebebydunja@gmail.com.

Find more information on the Privacy policy page.