Waiver of purchase and complaint
Cancellation of purchase
Shopping through our online store is in accordance with by the Law on Consumer Protection ("Official Gazette of RS", No. 88/2021) considered distance selling. The user of the online store, i.e. the buyer, has the right to withdraw from the contract concluded at a distance within 14 days, except when the goods are of specific characteristics (goods that are subject to deterioration in quality or have a short shelf life) from the day the product was delivered to him, without stating the reasons and additional costs, except the costs from art. 33. and 34. of the Consumer Protection Act ("Official Gazette of RS", No. 88/2021). By terminating the contract in this way, the buyer is released from all contractual obligations, except for the costs of returning the goods from which the purchase is abandoned.
You start the process of canceling the purchase by filling out the form Contract withdrawal form which you can download here. After that, contact the online store by calling +381 (64) 011-44-22 or by sending an e-mail to: info@provansadekor.rs (please have your order number ready before calling customer service). The goods you are returning must be packed together with the above-mentioned completed form adequately packed and secured and then sent to the address: Provansa Dekor doo, Omladinska 15D, 11000 Belgrade, +381 (64) 011-44-22. In this case, the delivery costs are borne by the buyer.
After the goods are delivered back to the online store, the customer has the right to a refund in the amount of the goods paid. The goods must be returned undamaged, unused, in the original packaging, which must not be damaged, within 14 days from the day it was delivered to the customer. The goods were returned within the deadline if the buyer sent 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 after receiving the product. If, on the other hand, it turns out that the goods were returned in a damaged or defective condition, due to a mistake or carelessness of the buyer himself, the buyer is solely responsible for this, and the online store reserves the right not to return the money to the buyer, and in that case the goods will be returned to him at his cost.
The cost of returning the goods is borne exclusively by the buyer, unless the buyer received a defective or wrong product during the purchase in the online store, which is not considered his fault.
Provansa Dekor doo, which owns the PROVANSADEKOR.RS online store, undertakes to provide the data provided by the customer when filling Contract withdrawal form used exclusively for the purpose of changes in the circulation of goods and will not use them for any other purposes.
Purchase contract concluded at a distance you can download here.
Complaints
When the order arrives, it is necessary to check it in the presence of the courier and confirm that there is no visible damage to the package. You can return the package in the following cases:
- If there are visible damages on it (torn parts) - in this case, please call us at the number: +381 (64) 011-44-22 or send us an e-mail with your information (name and surname, phone) at e -mail: info@provansadekor.rs and state the reason why you refused to collect the package.
- If you received the shipment and after opening the box you found that the delivered goods do not correspond to the ordered ones or the information on the invoice is not correct, please call us at the latest within 24 hours from the moment of receipt of the shipment at the number: +381 (64) 011-44-22 or send us an e-mail with your data (name and surname, telephone) to the e-mail: info@provansadekor.rs.
- If inconsistencies in terms of the provisions appear on the purchased product of the Consumer Protection Act ("Official Gazette of RS", No. 88/2021), please inform us by e-mail: info@provansadekor.rs.
After you have contacted us and received further instructions, it is necessary to fill out Complaint sheet which you can download here, which you will send together with the item you are returning to the address: Provansa Dekor doo, Omladinska 15D, 11000 Belgrade, +381 (64) 011-44-22.
In the case of returning the goods to the customer who previously paid for the goods to the courier, i.e. with cash on delivery, the costs of returning the goods are not borne by the online store, but the cost falls on the buyer. In the case of returning the goods and refunding the funds to the customer who previously paid with one of the payment cards, partially or in full, and regardless of the reason for the return, the online store is in undertakes to make the refund exclusively via VISA, EC/MC, Maestro Dina and Amex payment methods, which means that the bank will refund the funds to the account of the cardholder at the seller's request.
In case of rejection of the complaint, you will be informed about the possibility of out-of-court settlement of the dispute, as well as the competent bodies for out-of-court settlement of consumer disputes in accordance with Article 26, paragraph 2, item 5. of the Consumer Protection Act ("Official Gazette of RS", No. 88/2021).
Contact by e-mail
If you contact us by e-mail, always provide us with the following information in the text: name and surname, address, contact phone number, order number and order date, as well as the reasons for your complaint.
The deadline for resolving the complaint
The buyer receives a decision on the outcome of the complaint within 8 days from the day of receipt of the shipment by the seller.
