RIGHT TO COMPLAINT

As a seller of goods, in accordance with the applicable regulations, we are responsible for the non-conformity of the goods with the contract that appears within 14 days from the date of delivery of the product to the customer (which we consider to be the moment when the risk passes to the consumer-buyer). This period does not run during the period in which we make changes or repairs to the product in order to eliminate the non-conformity.

If the delivered product is not in accordance with the purchased product, you have the right to file a complaint with us, and to request repair or replacement of the product, free of charge, and if this is not possible, you have the right to request a price reduction or termination of the contract.

If the non-conformity appears within six months from the day of receipt of the product, you have the right to choose between the demand that the non-conformity be eliminated by replacement, an appropriate price reduction or to declare that you are terminating the contract. If the non-conformity of the goods is minor, you do not have the right to request termination of the contract.

If the non-conformity appears within six months from the day of receipt of the product, the elimination of the non-conformity is possible by repair only with your express consent.

As a seller, we bear all the costs of eliminating the cause of justified complaints.

If you yourself caused the defect in the product, you have no right to complain.

You can file a complaint:

• electronically, by filling out the appropriate complaint form following the instructions on the following  linku or
• by sending to our address: ul. Pivljanina Baja 23, 11000 Belgrade, deliver, by post or in person a completed and signed complaint form on a separate form found at the following link

All with the mandatory delivery of the invoice for inspection or other proof of purchase, and at our request, in order to check the validity of your complaint request, you must also submit the product to which the complaint refers for inspection.

We will respond to the reported complaint in writing or electronically without delay, and at the latest within eight days from the date of receipt of the complaint, and will continue to act in accordance with the applicable regulations.

Our response to your complaint will contain: a decision whether we accept the complaint, a statement about your request and a specific proposal and a deadline for resolving the complaint, which cannot be longer than 15 days.

If you agree with our proposal, we will act in accordance with the decision, proposal and deadline for resolving the complaint.

If, for objective reasons, we are unable to comply with your request within the agreed deadline, we will inform you about the extension of the deadline for resolving the complaint and the additional deadline for resolving the complaint and will ask for your consent. Extension of the deadline for resolving complaints is possible only once.

In the event of termination of the contract, we will refund the funds we received from you for the product in relation to which you have filed a complaint.

Refunds are made using the same means of payment that you used when paying. In the case of returning goods and refunding funds to a buyer who previously paid with one of the payment cards, partially or in full, and regardless of the reason for the return, the Seller is obliged to make the refund exclusively via VISA, EC/MC and Maestro payment methods, which means that the bank will refund the funds to the card user’s account at the seller’s request.

In case of termination of the contract, you are obliged to return the product to us, or to organize the return of the product, without delay.

You can return the product via the courier service or in another adequate way, to our address: ul. Pivljanina Baja 23, 11000 Belgrade, and we will bear the justified costs of returning the product.

RIGHT TO WITHDRAW

Every purchase on our website (www.tutasilk.com) is considered a purchase, i.e. a distance sale in accordance with the Law on Consumer Protection (Official Gazette of the Republic of Serbia No. 62/2014, 6/2016 – second law and 44/2018 – second law ).

You have the right to withdraw from the contract concluded at a distance within 14 days from the day of receipt of the product, without giving reasons and additional costs, except for the obligation to pay the costs of returning the product to the address of the point of sale from which the product was sent to you (hereinafter: withdrawal).

If you wish to exercise your right to withdraw from the contract, you must submit a withdrawal statement to us within the above-mentioned deadline.

You can submit the withdrawal statement to us:

• electronically, by filling out the appropriate opt-out form following the instructions at the following linku or
• by submitting to the address of the point of sale from which the product was sent to you, a completed and signed declaration of withdrawal on a special form for withdrawal from a contract concluded at a distance, which can be found at the following linku or
• in another unambiguous way,

and in any case you need to sign the cancellation statement by hand and provide us with the invoice for the purchased product for inspection.

The declaration of withdrawal from the contract takes effect from the day it is sent to us, but the burden of proof is on you to prove that you sent it to us in a timely manner.

In the case of receipt of a complete and timely cancellation statement, we will refund the funds we received from you based on the purchase you canceled.

We issue refunds when we receive the product being returned or proof that you sent us the same product, whichever comes first.

Refunds are made using the same means of payment that you used when paying. In the case of returning goods and refunding funds to a buyer who previously paid with one of the payment cards, partially or in full, and regardless of the reason for the return, the Seller is obliged to make the refund exclusively via VISA, EC/MC and Maestro payment methods, which means that the bank will refund the funds to the card user’s account at the seller’s request.

In case of cancellation, you are obliged to return the product to us, that is, to organize the return of the product, without delay, and at the latest within 14 days from the day when they sent the cancellation statement.

You return the product to the address of the point of sale from which the product was sent to you and in this connection you bear the direct costs of returning the product.

You are solely responsible for the diminished value of the product that occurs as a result of handling the product in a manner that is not adequate, i.e. exceeds what is necessary to establish the nature, characteristics and functionality of the product.