CUSTOMER SERVICE

To create an account and register on our website, you need to complete the registration form available on the REGISTRATION page. To complete the registration process, you must enter your details in the required fields marked with an * (asterisk). You will also need to enter your email address, create a password according to the rules displayed below the PASSWORD field, and confirm the password you entered. Once you have completed the registration form with complete and valid information, click the REGISTER button.
After that, you will receive an email confirming your registration. Please check your inbox as well as your spam (junk) folder after completing the registration process. To successfully complete your registration, open the email and click the CONFIRM button. After doing so, you will automatically be redirected to the website, where you can log in using your details and access your user account.

 

If you have not received the registration confirmation email, please check whether you entered a valid email address when completing the registration form.

 

By registering on our website, you can enjoy the following benefits:

  • Quick and easy online ordering of products;
  • Access to your previous purchases;
  • The ability to contact us and send a message at any time. You can send a message directly from your account by clicking on your name in the corner and selecting the MESSAGES section from the drop-down menu. You will receive a reply as soon as possible;
  • The option to reserve larger quantities of certain products or items that are currently out of stock;
  • The ability to add products to your wishlist by clicking the heart icon when viewing a product;
  • The option to send products as a gift to someone special;
  • Updates on the latest news, new arrivals, offers and current promotions via our NEWSLETTER. To receive the newsletter to your email address, simply select the option I WANT TO RECEIVE THE NEWSLETTER during registration;
  • The ability to post comments and questions on our BLOG;
  • Special benefits when making purchases.

By logging in to your account on our website, you have access to the following options:

  • My profile: view your personal details, saved payment cards and the option to edit them;
  • Real life gallery: your Real Life feed images;
  • E-gift card credit: the option to enter a code and view your current credit balance;
  • Loyalty programme: allows users to collect points. Based on the points collected, various discounts can be obtained;
  • My comments: overview of your comments;
  • My orders: view your completed orders;
  • Product returns: information and status of your product return requests;
  • Wishlist: overview of products added to your wishlist;
  • Promo codes: overview of all used and unused promo codes;
  • Help: the option to send a message to the customer support team;
  • Messages: overview of all previously sent and received messages;
  • Service and complaints: the option to submit complaints. To access this page, you will need to log in to your account again.

If you have forgotten the password you created when registering on our website, please click the FORGOTTEN PASSWORD button and enter the email address you used during registration.

 

We will send a link to your email address that will allow you to create a new password.

Products on the website are organised into categories that you can easily browse through the main menu at the top of the page. When you click on a category, a list of subcategories will appear. By selecting one of them, all products belonging to that subcategory will be displayed.

To help you find what you are looking for more easily, products can be filtered according to various criteria that match your preferences. Within each category, you can also sort products by rating, price, name, or by the most recently added items.

If you would like to quickly view the basic information about a product, simply hover over the product image and click the QUICK LOOK option.

The fastest way to find a specific product is by using the search function. Enter the product name, code, or a keyword into the search field, and the system will display products that match or are most similar to your query.

Dear customers,

 

If you notice any problem with the operation of an electrical device, you should stop using it immediately and report the issue to the store where the device was purchased in order to submit a complaint.


For further information or assistance, you can contact our customer service team on weekdays from 8 a.m. to 4 p.m. on telephone number +38121455558 +38121455558.


Consumer rights are governed by the Consumer Protection Act (Official Gazette of the Republic of Serbia, No. 88/2021).


A consumer is a natural person who purchases goods or services for personal needs, that is, for purposes not related to their business or commercial activity.


Customers who use a product for business or commercial purposes are not considered consumers within the meaning of the above Act.


For products purchased for personal use, the seller is statutorily liable for any lack of conformity of the goods with the contract for a period of 24 months from the date of purchase.


For products used for business or commercial purposes, a 12-month manufacturer’s warranty is provided where this is stipulated by the warranty terms and conditions.


The manufacturer’s warranty does not affect the consumer’s statutory rights arising from any lack of conformity of the goods with the contract.


How to submit a complaint?

In the event of a lack of conformity, you should contact the seller from whom the product was purchased and provide:

  • the product;
  • proof of purchase (a receipt or other proof of purchase).

Upon receipt of the complaint, the seller is required to:

  • provide the consumer with written confirmation that the complaint has been received;
  • respond within 8 days, in writing or electronically;
  • inform the consumer whether the complaint has been accepted;
  • specify the method and timeframe for resolving the complaint.


The seller is required to resolve the complaint within:

  • 15 days from the date of submission of the complaint;
  • 30 days in the case of technical goods and furniture.


If, for objective reasons, it is not possible to resolve the complaint within the prescribed period, the seller must inform the consumer accordingly, propose a new deadline and obtain the consumer’s written consent to the extension. The period may be extended only once.


A product conforms to the contract if it:

  • corresponds to the description provided by the seller;
  • has the characteristics shown in the sample or model;
  • has the characteristics required for a specific purpose made known to the seller;
  • has the characteristics required for the ordinary use of goods of the same type;
  • meets the usual standards of quality and performance for goods of the same type.

Statutory liability for lack of conformity does not apply if the defect arose as a result of:

  • failure to follow the instructions for use or maintenance;
  • improper or negligent handling of the device;
  • repairs or servicing carried out by an unauthorised service centre;
  • damage caused by power surges, lightning strikes or natural disasters.


Complaints do not cover normal wear and tear of consumable parts such as:

  • carbon brushes;
  • bearings;
  • bulbs and lamps;
  • blades;
  • batteries;
  • cables;


Unless it is established that the defect existed at the time of purchase.


Dispute resolution

A manufacturer’s warranty is a voluntary undertaking by the manufacturer and does not affect the consumer’s rights arising from the seller’s statutory liability for conformity of the goods with the contract.


A consumer dispute may also be resolved out of court.


Out-of-court consumer dispute resolution is conducted before a dispute resolution body maintained by the competent ministry, in accordance with the Consumer Protection Act.

The consumer has the right to withdraw from a distance contract or an off-premises contract within 14 days, without stating any reason and without incurring additional costs, except for costs prescribed by law.

 

The consumer shall bear the direct costs of returning the goods, unless otherwise agreed.

 

In the case of a sales contract, the 14-day withdrawal period shall be calculated from the day on which the goods come into the possession of the consumer or a third party designated by the consumer, other than the carrier.

 

The consumer may exercise the right to withdraw from the contract by submitting a statement of withdrawal using the withdrawal form or by any other unequivocal statement. The withdrawal form is available for download on our website.

 

The statement of withdrawal shall be deemed timely if it is sent to the trader within 14 days from the day the consumer received the goods. The withdrawal takes legal effect from the date on which it is sent to the trader.

 

The consumer is obliged to return the goods without undue delay, and no later than 14 days from the date of sending the withdrawal form.

 

The consumer shall only be liable for any reduction in the value of the goods resulting from handling the goods in a manner other than that necessary to establish the nature, characteristics and functionality of the goods.
The trader is obliged to reimburse all payments received from the consumer, including delivery costs, without undue delay and no later than 14 days from receipt of the withdrawal statement. The trader may withhold reimbursement until the returned goods are received or until the consumer provides proof that the goods have been sent back, whichever occurs first.

 

The consumer shall not have the right to withdraw from the contract in the following cases:

  • Provision of services after the service has been fully performed, where performance began after the consumer’s prior express consent and acknowledgement that they lose the right of withdrawal once the contract has been fully performed;
  • Supply of goods or services the price of which depends on fluctuations in the financial market beyond the trader’s control and which may occur during the withdrawal period;
  • Supply of goods made to the consumer’s specifications or clearly personalised goods;
  • Supply of goods liable to deteriorate or expire rapidly;
  • Supply of sealed goods which are not suitable for return for health protection or hygiene reasons and which were unsealed after delivery;
  • Supply of goods which, after delivery, are inseparably mixed with other goods due to their nature;
  • Contracts where the consumer expressly requested a visit from the trader for the purpose of carrying out urgent repairs or maintenance;
  • Supply of sealed audio or video recordings or computer software which were unsealed after delivery;
  • Supply of newspapers, periodicals or magazines, except for subscription contracts;
  • Contracts concluded at a public auction;
  • Provision of accommodation services other than for residential purposes, transport of goods, vehicle rental services, catering or leisure-related services, where the contract provides for a specific date or period of performance;
  • Supply of digital content not supplied on a durable medium, where performance has begun with the consumer’s prior express consent and acknowledgement that they thereby lose the right of withdrawal.

Contract Withdrawal Form (PDF).