Returns & Complaints

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1. Complaints (Non-conformity)

Under the Serbian Consumer Protection Act, a consumer may file a complaint for goods that do not conform to the contract. File a complaint by email at [email protected] or at Dimitrija Davidovića 7, 22000 Sremska Mitrovica, together with the invoice or other proof of purchase.

The Seller is liable for any non-conformity that appears within two years of the risk passing to the consumer.

We issue written confirmation that a complaint has been received and keep a register of complaints as required by law.

We respond to a complaint without delay and no later than 8 days. Complaints are resolved within 30 days of being filed; for technical goods the statutory period is 30 days.

2. Right of Withdrawal

A consumer buying at a distance may withdraw from the contract within 14 days of receiving the goods, without giving a reason and without any obligation to justify the decision, in line with the Consumer Protection Act.

Declare withdrawal using the form in section 4, or by any other unambiguous statement, sent to [email protected] or to Dimitrija Davidovića 7, 22000 Sremska Mitrovica. The period runs from the day the goods came into the possession of the consumer.

The cost of returning the goods upon withdrawal is borne by the buyer. Goods are returned to Dimitrija Davidovića 7, 22000 Sremska Mitrovica no later than 14 days after the declaration of withdrawal.

3. When the right of withdrawal does not apply

The Consumer Protection Act excludes the right of withdrawal for goods made to the specification of the consumer, or clearly personalised to their requirements.

Elements ordered through the ventilation calculator — ducts, elbows, reducers, transitions and similar parts — are fabricated individually to the dimensions you enter yourself, and fall into this category. Withdrawal is not available for these products once fabrication has begun.

This exclusion does not affect the right to complain about non-conformity, which applies to made-to-measure goods as well — including the right to repair, replacement, a price reduction or termination of the contract where the goods do not conform.

4. Model Withdrawal Form

Complete and return this form only if you wish to withdraw from the contract. Using this exact form is not mandatory — any unambiguous statement is sufficient.

To: STINKOM d.o.o., Dimitrija Davidovića 7, 22000 Sremska Mitrovica, [email protected]

I hereby give notice that I withdraw from the contract of sale of the following goods: ______________________

Order number: ______________________

Date of order and date of receipt: ______________________

Name of the consumer: ______________________

Address of the consumer: ______________________

Bank account for the refund: ______________________

Signature of the consumer (only if this form is submitted on paper): ______________________

Date: ______________________

5. Refunds

If a withdrawal or complaint is justified, we refund the amount paid without delay and no later than 14 days, via the buyer's bank account.

In the case of withdrawal we may withhold the refund until we receive the goods back, or until the consumer supplies proof of having sent them, whichever happens first.

6. Out-of-court dispute resolution

A consumer dispute may be resolved through out-of-court dispute resolution, before a body on the list kept by the ministry responsible for consumer protection. The Seller is required by law to take part in such proceedings.

Proceedings are initiated by the consumer, and only after a complaint has been filed and the response was unsatisfactory or did not arrive within the prescribed period. The list of dispute-resolution bodies is published on the website of the competent ministry.

7. Contact

STINKOM d.o.o., Dimitrija Davidovića 7, 22000 Sremska Mitrovica · [email protected] · +381 22 618-293 · Tax ID — · reg. no. —.