Product claims
Filing a product claim
Customers can file product claims in the retail location where the product was bought, or in the case of online purchase via email reklamacije@tri-o.rs or phone 034/725-922.
Product conformity
Pursuant to the Consumer Protection Law (Articles 52-55), the Seller is responsible for product nonconformity that arises in the time period of 24 months after the purchase. In other words, the Seller needs to ensure product conformity during the legal timeframe of 2 years. During that time, all communication regarding product nonconformity of purchased items is conducted solely with the Seller. The Seller is obliged to take the claimed product from the Buyer and send it to the authorized repair service with the explicit consent of the Buyer.
Within 8 days of receiving the product claim, the Seller is obligated to inform the Buyer about the product claim status i.e. whether or not the claim has been accepted. In case the product claim is justified and therefore accepted, the Seller is under obligation to return the repaired product to the Customer within 30 days of failing the product claim. This refers to technical goods and furniture.
In case the Manufacturer (Supplier) of the product in question gives a warranty that surpasses the
2-year timeframe i.e. the legal timeframe of responsibility for product conformity, the Manufacturer (Supplier) is responsible for
providing free repairs for the malfunction of the product that can be defined as product nonconformity to the technical manual i.e. the
characteristics that are stipulated for the appliance/product in question. When the 24-month period from the moment of purchase expires,
the Seller is obligated to inform the Buyer about authorized repair service locations for the product in question.
The Buyer loses their right to product nonconformity elimination and free repairs if the Buyer had
used the product inadequately and in a way that is not in accordance with the instruction manual, as well as in the case when repairs
and attempts of repairs had been made by unauthorized persons.
The Seller is under obligation to give written or email confirmation of product claim intake. In other
words, the Seller must give the Buyer the number under which the product claim has been filed in the reived claims record. The Buyer can
give the nonconformity elimination request in person, via email, phone, or post. Should the product claim be justified, the Buyer is
entitled to reimbursement for shipping the product to the Seller.
The product nonconformity elimination request will be accepted only if the product is returned whole,
undamaged, in the original packaging, and if the authorized repair service has accepted the Customer’s claim. The claim will not be
rejected if the product is not delivered in the original packaging but it is preferable to deliver it with the packaging.
Every notification the Seller gives the Buyer must be in written or electronic form.
When it comes to product claims for malfunctioning technical goods, the Buyer has the right to request a refund or a substitute product within 6 months of the purchase except for the cases when the nonconformity is insignificant and represents a small burden for the Seller. Within 6 months of purchase of the technical goods, the repair is possible only when the Buyer gives their explicit consent.
If the courier service deliveries a damaged package, the Buyer has the right to refuse to take it. Should
the damage be visible only after delivery and unboxing, the Buyer is under obligation to submit the claim as soon as possible (no later
than 24 hours of noticing the damage) or the claim will not be accepted.
Consumer’s right to withdraw from the purchase agreement when purchasing products outside of the Sellers retail locations
The Seller must inform the consumer who is entering the distance purchase agreement of their right to unilateral termination of the agreement (Article 27 of the Consumer Protection Law).
Pursuant to Article 28 of the Consumer Protection Law, the Consumer has the right to withdraw from
the distance purchase agreement within 14 days of entering it without presenting the reasons for such decision and without bearing any
additional costs (except for the costs from Article 34 and 35 of the Consumer Protection Law).
According to Article 28 of the Consumer Protection Law, the Buyer is within their rights to return the product purchased online to the Seller within 14 days of purchase and to request a refund by singing and sending a request to terminate the distance purchase agreement. The Seller is under obligation to deliver a request for terminating the distance purchase agreement with every product sold in their online shop.
In the event of termination of the distance purchase agreement, the Seller may request from the Buyer reimbursement of reasonable costs (the ones that occurred when selling and returning the product (Article 35, point 2 of the Consumer Protection Law).
You can find more information about the Consumer Protection Law on the following page: http://mtt.gov.rs/download/1(2)/ZZP.pdf
The Tri O online store reserves the right to change product prices. If a product is ordered and
delivered to the Customer at a certain price which is later reduced, the Buyer is not entitled to a refund of the price
difference.
We strive to keep the prices, images, and descriptions of our products as accurate and complete as possible but we cannot guarantee that they are absolutely accurate. The items presented on our website are a part of our assortment but that does not mean they are all available at all times.