Check out stunning before & after transformations in our Instagram Highlights: @hemia_cosmetics.
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FOX v.2.4.1.3
Check out stunning before & after transformations in our Instagram Highlights: @hemia_cosmetics.
Check out stunning before & after photos in our Instagram Highlights: @hemia_cosmetics
Free Shipping over € 200!
In accordance with the provisions of the Law on Consumer Protection (“Official Gazette of RS”, No. 62/2014, 6/2016 – other law and 44/2018 – other law) A.U. ORFELIN – Hemiacosmetics.com, Branimira Ćosića 47, 21000 Novi Sad, Serbia, registration number: 08805571, pib: 103212374 brings the following:
Article 1.
This rulebook defines the procedure for resolving consumer complaints in case of non-compliance of goods sold at a distance – outside the business premises, or through the website www.hemiacosmetics.com.
This Ordinance does not apply to complaints filed in retail outlets A.U ORFELIN Novi Sad, nor are consumers who purchase goods through the online store able to file complaints in our retail outlets.
Article 2
Under a distance contract, ie outside business premises (hereinafter: the Contract) in terms of the provisions of the Consumer Protection Act (hereinafter: the Act) and this Ordinance is a contract concluded between seller and consumer in organized sales or services at a distance without the simultaneous physical presence of the trader and the consumer, by the exclusive use of one or more means of distance communication until the moment of concluding the contract, including the moment of concluding.
For the purposes of the Law and this Ordinance, a consumer is a natural person who procures goods or services on the market for purposes not intended for his business or other commercial activity.
For the purposes of the Law and this Ordinance, a trader is a legal or natural person who appears on the market within the scope of his business activity or for other commercial purposes, including other persons acting in his name or on his behalf.
For the purposes of the Law and this Ordinance, a seller is considered to be a trader with whom the consumer has concluded a contract for the sale of goods.
Article 3
Before concluding the Contract, the Seller is obliged to inform the Consumer about: product characteristics, payment method, delivery method, delivery costs (if any), Seller’s responsibility for the conformity of the sold goods within two years from the date of purchase, whether for that product gives a guarantee and the duration of the warranty period, as well as the right of the consumer to change his mind and without giving reasons to cancel the purchase within 14 (fourteen) days from the date of delivery of goods.
Article 4
The seller is obliged to hand over to the consumer at the moment of concluding the Contract, and at the latest during the delivery of the goods:
Withdrawal Form;
Notice of the address at which it operates, if it does not operate at the address where it has its registered office or residence, and the address, fax number and e-mail address of the seller on whose behalf the consumer acts to whom the consumer may file a complaint;
Notice of selling price including delivery costs (if any) – invoice;
Copy of signed contract;
Warranty certificate (if a guarantee is agreed);
Instructions for use – Declaration regarding the intended use of the product and its maintenance.
Article 5
The Seller is obliged to deliver the goods within 30 days from the day of concluding the Contract, unless otherwise agreed.
The seller is obliged to inform the consumer without delay, if for some reason the delivery of the contracted goods is not possible.
Article 6
The Consumer has the right to withdraw from the Contract within 14 days from the moment the goods arrive in the country of the Consumer, without stating the reasons and additional costs.
The Consumer exercises the right to withdraw from the Contract by a statement which he can give on a special form for withdrawal from the Contract.
The Statement of Withdrawal from the Agreement shall have legal effect from the day it is sent to the Seller.
Article 7
Non-conformity of goods in terms of the provisions of the Law and this Ordinance exists if the sold goods do not have the properties necessary for the regular use of that type of goods, and in accordance with its purpose as defined by the Declaration.
Article 8
A.U. ORFELIN Novi Sad confirms that the goods it sells are in all respects in accordance with the Declaration by which each of the products is marked.
A.U. ORFELIN Novi Sad confirms that the goods it sells have properties that enable its regular use in accordance with the purpose as indicated on the Declaration.
In case of doubt, the conformity of the goods is determined exclusively in relation to the properties and their purpose as stated in the corresponding Declaration.
Article 9
If the delivered goods are not in accordance with the contract, the Consumer who informed the Seller of the non-conformity, has the right to request the Seller to eliminate the non-conformity, free of charge, by repair or replacement, or to request appropriate price reduction or terminate the contract.
If the elimination of non-conformity in the manner defined in the previous paragraph is not possible, the Consumer may request an appropriate price reduction or termination of the contract and a refund in the amount of the purchase price paid for the goods in question.
Article 10
In the event that the Consumer decides to terminate the contract and refund, the Seller is obliged to refund without delay the payment received from the Consumer, including delivery costs, and no later than 14 (fourteen) days from the date of receipt of the form for withdrawal.
The Seller makes a refund using the same means of payment that the Consumer used in the original transaction, unless the Consumer has explicitly agreed to use another means of payment and provided that the Consumer does not incur any costs due to such refund.
Exceptionally, from paragraph 1 of this Article, the Seller is not obliged to reimburse additional costs resulting from the explicit request of the Consumer for delivery that deviates from the cheapest usual delivery offered by the Seller.
Article 11
Complaint in the sense of the Law and this Ordinance implies the existence of non-conformity of the goods with the properties stated in the accompanying Declaration, which the Consumer noticed and informed the Seller about it.
The consumer is obliged to adhere to all instructions from the Declaration regarding the intended use of the goods, its maintenance, etc.
The Seller is not liable for non-compliance if at the time of concluding the contract the Consumer was aware or could not remain unaware that the goods are not in accordance with the contract (sale of “defective goods”).
Article 12
A.U. ORFELIN Novi Sad is obliged to conduct the procedure upon the submitted complaint of the Consumer in accordance with this Ordinance, if:
A.U. ORFELIN Novi Sad seller of advertised goods,
goods purchased through the website: www.hemiacosmetics.com,
The consumer has attached an appropriate invoice or other proof of purchase of the goods he is advertising.
Article 13
Complaint procedure The consumer initiates by filling in the Request for Complaint (hereinafter: the Request) which is downloaded from the website www.hemiacosmetics.com.
In the Request Form, the Consumer must enter:
your name and surname;
address, mobile phone number and e-mail address;
item designation and size (invoice data);
a brief description of the advertised non-compliance;
request in accordance with Article 52 of the Law on Consumer Protection;
date of receipt of goods;
account number;
the price at which the advertised goods were received;
agreed appropriate deadline for acting upon the request of the Consumer in the case of a justified complaint with which the Consumer has agreed;
Consumer’s signature.
By signing the Request, the Consumer confirms that the data entered in the request are correct, especially about the Consumer’s e-mail address to which the Seller should submit: confirmation of receipt and recording of the Request and complaint list, response to the complaint and all other notices and letters.
Signed by The Consumer’s request is also confirmed by:
that the decision on the complaint must be delivered to the Consumer within 8 (eight) days from the date of the complaint, provided that if the Seller for objective reasons is unable to meet the request of the Consumer within the agreed time, the deadline for resolving the complaint is extended to 15 fifteen) days, all in accordance with Article 56, paragraph 9 of the Law on Consumer Protection;
to be aware of and accept the elimination of non-compliance in accordance with Article 52 of the Law on Consumer Protection, and if this is not possible or if it represents a disproportionate burden for the Seller, the Consumer may request a price reduction or refund on the day he declares to terminate the contract;
that the Consumer may not terminate the Agreement if the non-compliance is insignificant;
that he has voluntarily given consent to the complaint procedure and authorizes the Seller to process the data in order to form a record of complaints received in accordance with Article 56, paragraph 6 of the Law on Consumer Protection, which obliges the Seller to obtain and collect data will not make it available to unauthorized persons;
that the Consumer confirms under full material and criminal responsibility that he fully agrees to enter his personal data, and in accordance with the Law on Personal Data Protection (“Official Gazette of RS”, No. 87/2018) is that the data are entered in the request correct, and especially about the e-mail address of the Consumer to which the Seller should submit: confirmation of receipt and registrationRequest and complaint list, response to the complaint and all other notices and letters.
By signing the Request, the Consumer also confirms:
that the decision on the complaint must be delivered to the Consumer within 8 (eight) days from the date of the complaint, provided that if the Seller for objective reasons is unable to meet the request of the Consumer within the agreed time, the deadline for resolving the complaint is extended to 15 fifteen) days, all in accordance with Article 56, paragraph 9 of the Law on Consumer Protection;
to be aware of and accept the elimination of non-compliance in accordance with Article 52 of the Law on Consumer Protection, and if this is not possible or if it represents a disproportionate burden for the Seller, the Consumer may request a price reduction or refund on the day he declares to terminate the contract;
that the Consumer may not terminate the Agreement if the non-compliance is insignificant;
that he has voluntarily given consent to the complaint procedure and authorizes the Seller to process the data in order to form a record of complaints received in accordance with Article 56, paragraph 6 of the Law on Consumer Protection, which obliges the Seller to obtain and collect data will not make it available to unauthorized persons;
that the Consumer confirms under full material and criminal responsibility that he fully agrees to enter his personal data, and in accordance with the Law on Personal Data Protection (“Official Gazette of RS”, No. 87/2018.)
Article 14
Disproportionate burden for the Seller in terms of Article 13, paragraph 4, item 2 of this Ordinance occurs if, compared to the reduction of the price and termination of the Contract, it creates excessive costs, taking into account:
The value of the goods it would have had if it had complied with the contract;
The importance of compliance in a particular case;
Can compliance be removed without significant inconvenience to the applicant.
Article 15
The Consumer sends the complained product, together with the printed, filled in and signed Request for Complaint, by registered mail to the address:
ul: Branimira Cosica 47, Novi Sad, Serbia.
The date from which the deadline for responding to the Consumer is calculated after the complaint was made in accordance with the provision of Article 56, paragraph 7 of the Law on Consumer Protection (date of filing the complaint), is the date when A.U. ORFELIN Novi Sad receives registered mail to the above address.
Article 16
Goods sent for complaint must be clean and tidy. Dirty and neglected goods will not be considered.
Article 17
Upon receipt of the Request, the Consumer shall receive an acknowledgment of receipt of the Request electronically at the e-mail address specified in the Request.
Article 18
The authorized person at the Seller may refund the Consumer who duly submitted the Complaint Request and the Complaint Sheet submitted with the goods and other documentation, without initiating further complaint procedure, if it is obvious that the defects in the goods are due to factory error or occurred as consequence of transport and manipulation before the risk of accidental loss or damage of goods passes to the Consumer, and the Consumer agrees.
Article 19
The advertised goods are forwarded to the Authorized Person.
Article 20
If, based on the Report on testing and / or control, a decision was made to accept the complaint, the procedure is as follows:
A notification is sent to the consumer via e-mail that the complaint has been approved.
If the Consumer decides to replace the advertised product with another identical or similar product, the new product is delivered to the Consumer after the Consumer submits completed and signed documents for the return of goods, which are submitted in an e-mail with notification of the adopted complaint.
If the Consumer decides to terminate the contract, the Consumer will be refunded the money he paid for the advertised product, after the Consumer submits completed and signed documents for the return of goods, which are submitted in an e-mail with notification of the complaint, and the method of refund. is performed in accordance with Article 10 of this Ordinance.
Article 21
If on the basis of the Report on testing and / or control a decision has been made that the complaint is unfounded, the procedure is as follows:
The consumer is sent by registered mail, to the address specified by the Consumer in the Request for Complaint, with the complained goods a written notice that the procedure on the complaint is over, that the complaint is not accepted, stating the reasons for such decision, and a copy of the Test Report and / or control on the basis of which the decision was made that the complaint is unfounded.
It will be considered that the Consumer has been duly informed about the submitted complaint in accordance with Article 56, paragraph 7 of the Consumer Protection Act, at the moment of attempting to deliver the registered shipment, if the shipment cannot be delivered due to the fact that the Consumer does not live at the address specified in the Request for complaint (unknown at the address) or due to the fact that they refuse to accept the shipment.
After the second delivery attempt, the Seller is no longer obliged to attempt delivery.
Article 22
A.U. ORFELIN Novi Sad keeps records of received complaints at the level of the ON LINE store in electronic form or in the form of a bound book.
This record contains data on the number of received Complaint Request, on the complainant, on the date of receipt of the complaint, on the goods, brief description of non-compliance, request from the complaint, date of complaint, on the decision on response to the Consumer, on the date of delivery of this decision. the appropriate deadline for resolving the Consumer, on the manner and date of resolving the complaint and on the information on extending the deadline for resolving the complaint.
Article 23
The manager of the ON LINE store and the clerk for processing complaints are responsible for the consistent implementation of this Ordinance.
Article 24
Acting contrary to the provisions of this Ordinance is a violation of work obligations in terms of regulations governing employment.
Article 25
A.U. ORFELIN Novi Sad has the right to hire third parties for all or some actions in the complaint procedure, whereby A.U. ORFELIN Novi Sad remains responsible for all obligations to Consumers.
Mutual rights, obligations and responsibilities A.U. ORFELIN Novi Sad and third parties who are engaged for all or certain actions in the complaint procedure, will be regulated by a special agreement between these persons.
Article 26
This rulebook is a general act of A.U. ORFELIN Novi Sad.
Article 27
This Rulebook enters into force at the moment of its adoption / signing by the legal representatives of A.U. ORFELIN Novi Sad, and will be applied to all complaints of consumers who bought the goods by concluding a distance contract, ie outside the seller’s business premises, starting from 01.01.2025 years.
If there is visible damage to the box when picking up the shipment, the consumer is obliged to look at the product and if it is damaged to call the courier who delivered the goods or us on +381648500321 so that the courier can make a report and pick up the damaged product.
If you have opened the product you ordered and it does not work, there is a defect, it is not the product you ordered, call us and we will pick up the defective one and send a new one as soon as possible at our expense.
If the non-conformity occurs within six months from the day the risk is passed on to the consumer, the non-conformity shall be presumed to have existed at the time the risk was transferred, unless this is contrary to the nature of the goods and the nature of the non-conformity.
Proof of the date of risk transfer, for goods purchased through the online store is the fiscal invoice.
The consumer can file a complaint by phone, in writing or electronically with the submission of the invoice for inspection or by sending a copy of the invoice electronically as well as a statement in free form for which the product is advertised.
As soon as we pick up the goods, we will issue a complaint form or send an acknowledgment of receipt of the complaint electronically.
Upon receipt of the complaint A.U. ORFELIN is obliged to respond to the consumer’s written complaint without delay, and no later than within eight days from the day of receipt of the complaint, in writing or electronically.
The response to the consumer’s complaint contains a decision on whether to accept the complaint, a statement on the consumer’s request and a specific proposal and deadline for resolving the complaint.
The deadline cannot be longer than 15 days from the day of submitting the complaint.
If there are objective reasons that the consumer’s request cannot be met within the deadline agreed, we are obliged to state the deadline within which we will resolve it and inform the consumer about it.
We will first try to eliminate the defect, if we cannot remove it, replace it with a new product.
The consumer has no right to complain if the defect in the goods was caused by his fault.
U skladu sa odredbama Zakona o zaštiti potrošača („Sl. glasnik RS“, br. 62/2014, 6/2016 – dr. zakon i 44/2018 – dr. zakon) A.U. ORFELIN – Hemiacosmetics.com, Branimira Ćosića 47, 21000 Novi Sad, Srbija, matični broj: 08805571, pib: 103212374 donosi sledeći:
Član 1.
Ovim pravilnikom definiše se postupak rešavanja reklamacija potrošača u slučaju nesaobraznosti robe koja se prodaje na daljinu – izvan poslovnih prostorija, odnosno putem internet sajta www.hemiacosmetics.com.
Ovaj Pravilnik ne primenjuje se na reklamacije koje se izjavljuju u maloprodajnim objektima A.U ORFELIN Novi Sad, niti su potrošači koji kupuju robu putem online prodavnice u mogućnosti da u našim maloprodajnim objektima izjavljuju reklamacije.
Član 2.
Pod ugovorom na daljinu, odnosno izvan poslovnih prostorija (u daljem tekstu: Ugovor) u smislu odredbi Zakona o zaštiti potrošača (u daljem tekstu: Zakon) i ovog Pravilnika smatra se ugovor koji je zaključen između prodavca i potrošača u okviru organizovane prodaje ili pružanja usluga na daljinu bez istovremenog fizičkog prisustva trgovca i potrošača, isključivom upotrebom jednog ili više sredstava komunikacije na daljinu do trenutka zaključenja ugovora, uključujući i sam trenutak zaključenja.
Pod potrošačem, u smislu Zakona i ovog Pravilnika, smatra se fizičko lice koje na tržištu pribavlja robu ili usluge u svrhe koje nisu namenjene njegovoj poslovnoj ili drugoj komercijalnoj delatnosti.
Pod trgovcem, u smislu Zakona i ovog Pravilnika, smatra se pravno ili fizičko lice koje nastupa na tržištu u okviru svoje poslovne delatnosti ili u druge komercijalne svrhe, uključujući i druga lica koja posluju u njegovo ime ili za njegov račun.
Pod prodavcem, u smislu Zakona i ovog Pravilnika, smatra se trgovac sa kojim je potrošač zaključio ugovor o prodaji robe.
Član 3.
Pre zaključenja Ugovora, Prodavac je dužan da Potrošača obavesti o: karakteristikama proizvoda, načinu plaćanja, načinu i roku isporuke, troškovima isporuke (ukoliko postoje), odgovornosti Prodavca za saobraznost prodate robe u roku od dve godine od dana kupovine, da li za taj proizvod daje garanciju i koliko traje garantni rok, kao i o pravu potrošača da se predomisli i bez navođenja razloga odustane od kupovine u roku od 14 (četrnaest) dana od dana isporuke robe.
Član 4.
Prodavac je dužan da u trenutku zaključenja Ugovora, a najkasnije prilikom isporuke robe preda potrošaču:
Član 5.
Prodavac je dužan da u roku od 30 dana od dana zaključenja Ugovora izvrši isporuku robe, osim ako nije nešto drugo ugovoreno.
Prodavac je dužan da bez odlaganja obavesti potrošača, ukoliko iz nekog razloga isporuka ugovorene robe nije moguća.
Član 6.
Potrošač ima pravo da odustane od Ugovora u roku od 14 dana od trenutka kada roba dospe u državinu Potrošača, bez navođenja razloga i dodatnih troškova.
Potrošač ostvaruje pravo na odustanak od Ugovora izjavom koju može dati na posebnom obrascu za odustanak od Ugovora.
Izjava o odustanku od Ugovora proizvodi pravno dejstvo od dana kada je poslata Prodavcu.
Član 7.
Nesaobraznost robe u smislu odredbi Zakona i ovog Pravilnika postoji ukoliko prodata roba nema svojstva potrebna za redobnu upotrebu te vrste robe, a u skladu sa njenom namenom kako je to definisano pripadajućom Deklaracijom.
Član 8.
A.U. ORFELIN Novi Sad potvrđuje da je roba koju prodaje u svemu saobrazna sa Deklaracijom kojom je svaki od proizvoda označen.
A.U. ORFELIN Novi Sad potvrđuje da roba koju prodaje ima svojstva koja omogućavaju njenu redovnu upotrebu u skladu sa namenom kako je to označeno na Deklaraciji.
U slučaju sumnje, saobraznost robe se isključivo utvrđuje u odnosu na svojstva i njenu namenu kako je to navedeno u pripadajućom Deklaraciji.
Član 9.
Ako isporučena roba nije saobrazna ugovoru, Potrošač koji je obavestio Prodavca o nesaobraznosti, ima pravo da zahteva od Prodavca da otkloni nesaobraznost, bez naknade, opravkom ili zamenom, odnosno da zahteva odgovarajuće umanjenje cene ili da raskine ugovor u pogledu te robe.
Ako otklanjanje nesaobraznosti na način defiisan u prethodnom stavu nije moguć, Potrošač može da zahteva odgovarajuće umanjenje cene ili raskid ugovora i povraćaj novca u visini plaćene kupoprodajne cene za predmetnu robu.
Član 10.
U slučaju da se Potrošač odluči za raskid ugovora i povraćaj novca, Prodavac je dužan da bez odlaganja izvrši povraćaj uplate koju je primio od Potrošača, uključujući i troškove isporuke, a najkasnije u roku od 14 (četrnaest) dana od dana kada je primio obrazac za odustanak.
Prodavac vrši povraćaj koristeći ista sredstva plaćanja koja je Potrošač koristio u prvobitnoj transakciji, osim ako se Potrošač nije izričito saglasio sa korišćenjem drugog sredstva plaćanja i pod uslovom da Potrošač zbog takvog povraćaja ne snosi nikakve troškove.
Izuzetno, od stava 1. ovog člana Prodavac nije dužan da izvrši povraćaj dodatnih troškova koji su posledica izričitog zahteva Potrošača za dostavu koja odstupa od najjeftinije uobičajene dostave koju je ponudio Prodavac.
Član 11.
Pod reklamacijom u smislu Zakona i ovog Pravilnika podrazumeva se postojanje nesaobraznosti robe sa svojstvima koja su navedena u pripradajućoj Deklaraciji, a koju je Potrošač uočio i o istoj obavestio Prodavca.
Potrošač je dužan da se pridržava svih uputstava iz Deklaracije u pogledu namenske upotrebe robe, njenog održavanja i sl.
Prodavac ne odgovara za nesaobraznost ako je u trenutku zaključenja ugovora Potrošaču bilo poznato ili mu nije moglo ostati nepoznato da roba nije saobrazna ugovora (prodaja „robe sa greškom“).
Član 12.
A.U. ORFELIN Novi Sad je u obavezi da sprovede postupak po podnetoj reklamaciji Potrošača u skladu sa ovim Pravilnikom, ukoliko je:
A.U. ORFELIN Novi Sad prodavac reklamirane robe,
roba kupljena preko internet sajta: www.hemiacosmetics.com,
Potrošač priložio odgovarajući račun ili drugi dokaz o kupovini robe koju reklamira.
Član 13.
Reklamacioni postupak Potrošač pokreće popunjavajem Zahteva za reklamaciju ( u daljem tekstu: Zahtev) koji preuzima na internet sajtu www.hemiacosmetics.com.
U obrazac Zahteva Potrošač obavezno upisuje:
svoje ime i prezime;
adresu, broj mobilnog telefona i e-mail adresu;
oznaku artikla i veličinu (podaci iz računa);
kratak opis reklamirane nesaobraznosti;
zahtev u skladu sa članom 52. Zakona o zaštiti potrošača;
datum prijema robe;
broj računa;
cenu po kojoj je reklamirana roba primljena;
ugovoreni primereni rok za postupanje po zahtevu Poštrošača u slučaju opravdane reklamacije sa kojom se saglasio Potrošač;
potpis Potrošača.
Potpisivanjem Zahteva Potrošač potvrđuje da su podaci uneti u zahtev tačni, a posebno o elektronskoj adresi Potrošača na koju Prodavac treba da dostavi: potvrdu o prijemu i evidentiranju Zahteva i reklamacionog lista, odgovor na izjavljenu reklamaciju i sva ostala obaveštenja i dopise.
Potpisom na Zahtevu Potrošač takođe potvrđuje:
da odluka o reklamaciji mora biti dostavljena Potrošaču u roku od 8 (osam) dana od dana reklamacije, s tim što ukoliko Prodavac iz objektivnih razloga nije u mogućnosti da udovolji zahtevu Potrošača u roku koji je ugovoren, rok za rešavanje reklamacije se produžava na 15 (petnaest) dana, a sve u skladu sa članom 56. stav 9. Zakona o zaštiti potrošača;
da je svestan i da prihvata otklananje nesaobraznosti u skladu sa članom 52. Zakona o zaštiti potrošača, a ukoliko to nije moguće ili ako predstavlja nesrazmerno opterećenje za Prodavca, Potrošač može da zahteva umanjenje cene odnosno povraćaj iste na dan kada da izjavu da raskida ugovor;
da Potrošač ne može da raskine Ugovor ukoliko je nesaobraznost neznatna;
da je dobrovoljno dao pristanak u vezi reklamacionog postupka i ovlašćuje Prodavca da može obrađivati date podatke u cilju formiranja evidencije o primljenim reklamacijama koja se vodi u skladu sa članom 56. stav 6 Zakona o zaštiti potrošača, čime se i Prodavac obavezuje da dobijene i prikupljene podatke neće učiniti dostupnim neovlašćenim licima;
da Potrošač potvrđuje pod punom materijalnom i krivičnom odgovornošću da je u potpunosti saglasan da se upišu njegovi lični podaci, a u skladu sa Zakonom u zaštiti podataka o ličnosti („Sl. glasnik RS“, br. 87/2018.)
Član 14.
Nesrazmeno opterećenje za Prodavca u smislu člana 13. stava 4. tačke 2. ovog Pravilnika javlja se ako u poređenju sa umanjenjem cene i raskidom Ugovora, stvara preterane troškove, uzimajući u obzir:
Vrednost robe koju bi imala da je saobrazna ugovoru;
Značaj saobraznosti u konkretnom slučaju;
Da li se saobraznost moće otkloniti bez značajnih nepogodnosti za potrašača.
Član 15.
Reklamirani proizvod, zajedno sa odštampanim, popunjenim i potpisanim Zahtevom za reklamaciju, Potrošač šalje putem preporučene pošiljke na adresu:
ul: Branimira Ćosića 47, Novi Sad, Srbija.
Kao datum od koga se računa rok za odgovor Potrošaču po učinjenoj reklamaciji u skladu sa odredbom člana 56. stav 7. Zakona o zaštiti potrošača (datum podnošenja reklamacije), uzima se datum kada A.U. ORFELIN Novi Sad primi preporučenu pošiljku na gore navedenu adresu.
Član 16.
Roba koja se šalje na reklamaciju mora biti čista i uredna. Prljava i zapuštena roba neće se uzimati u razmatranje.
Član 17.
Nakon prijema Zahteva Potrošaču se elektronskim putem na adresu za prijem elektronske pošte navedene u Zahtevu dostavlja potvrda o prijemu Zahteva.
Član 18.
Ovlašćeno lice kod Prodavca može Potrošaču koji je uredno podneo Zahtev za reklamaciju i Reklamacioni list koji je dostavio sa robom i ostalom dokumentacijom, bez iniciranja dalje procedure reklamacije, izvršiti povrat novca, ukoliko je očigledno da su nedostaci na robi posledica fabričke greške ili su nastupili kao posledica transporta i manipulacije pre prelaska rizika slučajne propasti ili oštećenja robe na Potrošača, a Potrošač je saglasan sa tim.
Član 19.
Reklamirana roba se prosleđuje Ovlašćenom licu.
Član 20.
Ukoliko je na osnovu Izveštaja o ispitivanju/ili kontrolisanju doneta odluka da se reklamacija uvaži postupak je sledeći:
Potrošaču se šalje putem elektronske pošte obaveštenje da je reklamacija usvojena.
Ukoliko se Potrošač opredelio za zamenu reklamiranog proizvoda drugim istovetnim ili sličnim proizvodom Potrošaču se novi proizvod dostavlja nakon što Potrošač dostavi popunjena i potpisana dokumenta za povraćaj robe, koja mu se dostavljaju u prilogu elektronske pošte uz obaveštenje o usvojenoj reklamaciji.
Ukoliko se Potrošač opredelio za raskid ugovora, Potrošaču se vraća novac koji je platio za reklamirani proizvod, nakon što Potrošač dostavi popunjena i potpisana dokumenta za povraćaj robe, koja mu se dostavljaju u prilogu elektronske pošte uz obaveštenje o usvojenoj reklamaciji, a sam način povraćaja novca vrši se shodno članu 10. ovog Pravilnika.
Član 21.
Ukoliko je na osnovu Izveštaja o ispitivanju/ili kontrolisanju doneta odluka da je reklamacija neosnovana, postupak je sledeći:
Potrošaču se putem preporučene pošiljke, na adresu koju je Potrošač naveo u Zahtevu za reklamaciju, uz reklamiranu robu dostavlja pisano obaveštenje da je postupak po podnetoj reklamaciji okončan, da reklamacija nije uvažena uz navođenje razloga za takvu odluku, kao i kopija Izveštaja o ispitivanju/ili kontrolisanju na osnovu koja je doneta odluka da je reklamacija neosnovana.
Smatraće se da je Potrošač uredno obavešten o podnetoj reklamaciji u skladu člana 56. stav 7. Zakona o zaštiti potrošača i to momentom pokušaja uručenja preporučene pošiljke, ukoliko se pošiljka ne može uručiti usled činjenice da Potrošač ne živi na adresi koju je naveo u Zahtevu za reklamaciju (nepoznat na adresi) ili usled činjenice da odbija prijem pošiljke.
Nakon drugog pokušaja dostave Prodavac više nije u obavezi da pokuša isporuku.
Član 22.
A.U. ORFELIN Novi Sad evidenciju o primljenim reklamacijama vodi na nivou ON LINE prodavnice u elektronskom obliku ili u obliku ukoričene knjige.
Ova evidencija sadrži podatke o broju primljenog Zahteva za reklamaciju, o podnosiocu reklamacije, o datumu prijema reklamacije, o robi, kratak opis nesaobraznosti, zahtev iz reklamacije, datum izdavanja reklamacije, o odluci o odgovoru Potrošaču, o datumu dostavljanja Potrošaču ove odluke, o ugovorenom primerenom roku za rešavanje na koji se saglasio Potrošač, o načinu i datumu rešavanja reklamacije i o informacijama o produžavanju roka za rešavanje reklamacije.
Član 23.
Za dosledno sprovođenje ovog Pravilnika odgovoran je rukovodilac ON LINE prodavnice, te referent za obradu reklamacija.
Član 24.
Postupanje suprotno odredbama ovog Pravilnika predstavlja povredu radne obaveze u smislu propisa kojima se uređuju radni odnosi.
Član 25.
A.U. ORFELIN Novi Sad ima pravo da za sve ili pojedine radnje u postupku reklamacije angažuje treća lica, pri čemu A.U. ORFELIN Novi Sad ostaje odgovoran za sve obaveze prema Potrošačima.
Međusobna prava, obaveze i odgovornosti A.U. ORFELIN Novi Sad i trećih lica koja su angažovana za sve ili pojedine radnje u postupku reklamacije, urediće se posebnim sporazumom između ovih lica.
Član 26.
Ovaj pravilnik predstavlja opšti akt A.U. ORFELIN Novi Sad.
Član 27.
Ovaj Pravilnik stupa na snagu momentom njegovog donošenja/potpisivanja od strane zakonskih zastupnika A.U. ORFELIN Novi Sad, a primenjivaće se na sve reklamacije Potrošača koji su robu kupili zaključivanjem Ugovora na daljinu, odnosno izvan poslovnih prostorija prodavca, počev od 01.01.2025. godine.
Ukoliko prilikom preuzimanja pošiljke postoje vidna oštećenja na kutiji, potrošač je dužan da pogleda proizvod i ukoliko je oštećen da pozove kurira koji je dostavio robu ili nas na +381648500321 kako bi kurir napravio zapisnik i preuzeo oštećeni proizvod.
Ako ste otvorili proizvod koji ste poručili i on ne radi, postoji neki nedostatak, nije proizvod koji ste poručili, pozovite nas i mi ćemo o našem trošku u najkraćem mogućem roku preuzeti neispravan i poslati novi.
Ako nesaobraznost nastane u roku od šest meseci od dana prelaska rizika na potrošača, pretpostavlja se da je nesaobraznost postojala u trenutku prelaska rizika, osim ako je to u suprotnosti sa prirodom robe i prirodom određene nesaobraznosti.
Dokaz o datumu prelaska rizika, za robu kupljenu preko internet prodavnice je fiskalni račun.
Potrošač može da izjavi reklamaciju telefonom, pisanim ili elektronskim putem uz dostavu računa na uvid ili slanjem kopije računa elektronskim putem kao i izjava u slobodnoj formi zbog čega se reklamira proizvod.
Čim preuzmemo robu, izdaćemo reklamacioni list ili elektronskim putem poslati potvrdu o prijemu reklamacije.
Po prijemu reklamacije A.U. ORFELIN je dužan da bez odlaganja, a najkasnije u roku od osam dana od dana prijema reklamacije, pisanim ili elektronskim putem odgovori potrošaču na izjavljenu reklamaciju.
Odgovor na reklamaciju potrošača sadrži odluku da li prihvata reklamaciju, izjašnjenje o zahtevu potrošača i konkretan predlog i rok za rešavanje reklamacije.
Rok ne može da bude duži od 15 dana, od dana podnošenja reklamacije.
Ukoliko ima objektivnih razloga da ne može da se udovolji zahtevu potrošača u roku koji je dogovoren, dužni smo da navedemo rok u kom ćemo je rešiti i o tome obavestimo potrošača.
Prvo ćemo pokušati da uklonimo nedostatak, ako ne možemo da uklonimo da zamenimo novim proizvodom.
Potrošač nema pravo na reklamaciju ukoliko je nedostatak na robi nastao njegovom krivicom.