Complaints, reclamations and remarks can be made by consumers:
- By sending to the email address email@example.com ;
- To the phone number (+381) 113230695 in the period from 8:00 a.m. to 3:00 p.m. every working day (for items purchased in retail stores);
- To the phone number (+381) 113230695 in the period from 8:00 a.m. to 4:00 p.m. every working day (for items purchased in the online store);
- By regular mail to the address – Kodžić Fashion doo, Kneza Miloša 9, 11000 Belgrade (with the indication “For Kodžić Internet Store”).
The seller will confirm that the complaint has been received within one working day. Within 8 days from the date of receipt of the complaint, the seller will inform the consumer in writing or electronically about the decision (accepted or rejected objection of the consumer regarding the conformity of the article) in relation to the advertised article, as well as about the possible way to resolve the complaint in accordance with the Law on Protection consumer (refund, corresponding price reduction, replacement or repair of the item). The complaint will be resolved within 15 days from the day the complaint is received. The seller will do everything in his power to resolve the disputed situation, all with the aim of eliminating the defects in question.
The consumer can exercise his rights based on compliance within 2 years. The deadline for resolving the complaint ends when the consumer receives the seller’s response and starts running again when the seller receives the consumer’s statement on the seller’s response. The consumer is obliged to respond to the seller’s response no later than three days after receiving the seller’s response. It will be considered that the consumer does not agree with the seller’s proposal if he does not declare himself within three days. In case the seller rejects the complaint:
- He is obliged to provide appropriate notice to the consumer in case of rejection of the complaint (seller’s reasoning in case of non-acceptance of the complaint)
- He is obliged to comprehensively inform the consumer about the possibility of settling the dispute out of court, as well as the competent bodies for the out-of-court settlement of consumer disputes.
Consumers are informed about the right to settle a consumer dispute out of court, which is initiated by submitting a proposal for initiating an out-of-court settlement of a consumer dispute to a body from the list compiled and publicly announced by the Ministry responsible for consumer protection. The procedure before the body can be initiated by the consumer only if he has previously stated a complaint or objection to the trader, and the proposal can be submitted only after receiving a response to the stated complaint.
By law, the trader is obliged to participate in the out-of-court settlement of consumer disputes, which by law can last no longer than 90 days from the date of submission of the proposal. Exceptionally, in justified cases when the subject of the dispute is complex, the 90-day period can be extended by a maximum of another 90 days, about which the body in charge of resolving out-of-court consumer disputes shall notify the consumer and the trader without delay.
The consumer may opt out of further participation in the out-of-court settlement of a consumer dispute until the procedure is completed.