Right to withdraw According to the Law on Consumer Protection (Official Gazette of the RS, no. 62/2014, 6/2016 and 44/2018) – further: The law considers purchases through our sales website as distance sales. The law for the case of distance sales establishes the right of the buyer, who is considered a consumer (a natural person who buys the product to satisfy his individual needs, and not to perform professional activities), to withdraw from the contract within 14 days from the day the product was handed over to him . When canceling, the customer may or may not state the reasons for canceling. The Declaration of withdrawal from the contract form is submitted to the e-mail address: info@twin-makes.com or to the address of the company: Ana Baranjin PR Designer TWIN DESIGN, Belgrade Petar Martinovića 10/21 11030 Belgrade If he withdraws from the contract, the buyer has the right to a refund if the product is in its original packaging and condition. The trader is obliged to return to the consumer the funds he paid on the basis of the contract when he receives or takes over the goods that the buyer returns. Kupac je dužan da proizvod vrati bez odlaganja, a najkasnije u roku od 14 dana od dana kada je poslao obrazac za odustanak. Pre slanja robe kontaktirajte me na broj telefona +381 64 2392689 radi instrukcija na koju adresu da pošaljete robu od čije kupovine odustajete. Po isteku roka od 14 dana od dana kada je poslao odustanak, proizvod se više ne može vratiti. Prilikom povraćaja robe obavezno je vratiti u ispravnom i nekorišćenom stanju i originalno neoštećenom pakovanju, pri čemu se mora priložiti i originalni račun zajedno sa popunjenim obrascem za odustanak, koji možete preuzeti ovde. Po prijemu proizvoda, utvrdiće se da li je proizvod ispravan i neoštećen. Kupac odgovara za neispravnost ili oštećenje proizvoda koji su rezultat neadekvatnog rukovanja proizvodom, tj. kupac je isključivo odgovoran za umanjenu vrednost proizvoda koja nastane kao posledica rukovanja robom na način koji nije adekvatan, odnosno prevazilazi ono što je neophodno da bi se ustanovili njegova priroda, karakteristike i funkcionalnost. Ukoliko se utvrdi da je nastupila neispravnost ili oštećenje proizvoda krivicom kupca, odbiće se vraćanje cene i proizvod će mu biti vraćen na njegov trošak. Trgovac je dužan da kupcu bez odlaganja vrati iznos koji je potrošač platio po osnovu ugovora, a najkasnije u roku od 14 dana od dana prijema izjave o odustanku, a nakon prijema proizvoda. Troškove vraćanja robe i novca snosi kupac, sem u slučajevima kada kupac dobije neispravan ili pogrešan artikal. Prihvata se vraćanje samo one robe koja je potpuno nova i u originalnom stanju i ambalaži, uz prateće fakture. Pod takvim uslovima, će se nadoknaditi iznos plaćen za vraćene proizvode u roku od 14 dana od dana prijema takvih proizvoda. Obaveštenje o načinu i prijemu reklamacija Ukoliko ste primili pošiljku i nakon otvaranja kutije ustanovili da isporučena roba ne odgovara naručenoj ili podaci na računu nisu odgovarajući, molimo Vas da, najkasnije u roku od 24h od trenutka prijema pošiljke, kontaktirate na +381 642392689 Prodavac odgovara za nesaobraznost isporučene robe ugovoru u skladu sa Zakonom o zaštiti potrošača. Prodavac je pravno lice od kog je potrošač kupio robu. A consumer is a natural person who has purchased goods from a seller for purposes that are not intended for his business or other commercial activity. The consumer declares a complaint about the non-conformity of the goods to the Seller. The seller bears responsibility for any non-conformity of the purchased goods if they do not correspond to the manufacturer’s specification. If the goods do not conform to the manufacturer’s specification, the consumer has the right to demand from the Seller that all non-conformities be eliminated without compensation, first by repair or replacement, and then to request a corresponding price reduction or to terminate the contract. If it is not possible to eliminate the inconsistency or if it represents a disproportionate burden for the Seller in terms of the Consumer Protection Act, the consumer can request a price reduction or declare that he is terminating the contract. The Seller is obliged to carry out any repair or replacement within 15 days or within 30 days (for technical goods) from the day of receipt of the complaint (this period can be extended in accordance with Article 56 of the Law on Consumer Protection) and without significant inconvenience for consumer, taking into account the nature of the goods and the purpose for which the consumer acquired them. All costs that are necessary for the goods to conform to the manufacturer’s specification, especially the costs of labor, materials, collection and delivery, are borne by the Seller. The consumer has the right to terminate the contract, if he cannot exercise the right to repair or replacement, i.e. if the Seller did not perform the repair or replacement within the deadline or if the Seller did not perform the repair or replacement without significant inconvenience for the consumer. The consumer cannot terminate the contract if the non-conformity of the goods is minor. The seller is responsible for non-conformity of the goods with the contract that appears within two years from the date of transfer of risk to the consumer. The period of two years is calculated from the date of sale of the goods to the consumer, which date is on the delivery note signed by the consumer in the case of the purchase of goods at a distance or outside the Seller’s business premises. If the non-conformity occurs within 6 months from the date of transfer of risk to the consumer, unless this is contrary to the nature of the goods and the nature of the specific non-conformity, the consumer has the right to choose between the demand that the non-conformity be eliminated by replacement, price reduction or to declare that he is terminating the contract , and repair is possible with the express consent of the consumer. At the end of the 6-month period, the non-conformity of the goods at the time of the transfer of risk shall be proved by the consumer. The inability of the consumer to deliver the original packaging of the goods cannot be a condition for resolving the complaint or a reason for refusing to remove the nonconformity. The customer can file a complaint in order to exercise his rights due to the non-conformity of the goods with the contract, as well as due to the incorrectly calculated price and other defects, in the following ways: 1. By phone: +381 642392689 2. By electronic mail, to the electronic (email) address of the Seller: info@twin-makes.com 3. In writing to the address: Ana Baranjin pr Dizajner TWIN DESIGN, Belgrade, Petra Martinovića 10/21, 11030 Belgrade The seller is obliged to respond to the consumer without delay, and later within 8 days from the day of receipt of the complaint, in writing or electronically, with a statement on the submitted request, a proposal for its resolution and a deadline in which the complaint will be resolved, and a resolution of the complaint is possible only with the prior consent of the consumer. The seller is obliged to act in accordance with the decision, proposal and deadline for resolving the complaint, if he has received the prior consent of the buyer. Therefore, the Buyer will give his consent as soon as possible from the moment of receiving the Seller’s response to the complaint, so that the Seller can resolve the complaint within the aforementioned legal deadline. Failure to give the Buyer’s consent in time will be considered one of the objective reasons why the Seller is unable to comply with the Buyer’s request within the legal term. If, for objective reasons, the seller is unable to comply with the Buyer’s request within the agreed deadline, he is obliged to inform the Buyer of the extension of the deadline for resolving the complaint and specify the deadline by which he will resolve it, as well as to obtain his consent, which the Buyer will give in as soon as possible. Extension of the deadline for resolving complaints is possible only once. If the Buyer does not accept the exchange of the article for another suitable one, the amount of the purchase price will be returned to the Buyer.