PRODUCT RETURNS AND COMPLAINTS

RIGHT TO EXCHANGE

The Consumer has the right to request an exchange of a conforming product for a product of a different size or model. The Consumer can exercise the right to exchange the product within 14 days from the date of purchase, provided that the product is returned in its original and undamaged condition and in its undamaged packaging. The Consumer submits a request for exchange of goods via email sent to the Customer Service email address zerobrandz@zerobrandz.com , which provides the Consumer with all necessary information and instructions.

The costs of delivering the product for exchange shall be borne by the Consumer.

In case of a different price for the product being exchanged, the price difference will be compensated with money.

RIGHT TO COMPLAINT

Product conformity (statutory warranty) and (contractual) warranty are valid for the periods specified by the applicable regulations of the Republic of Serbia, from the date of risk transfer to the Consumer.

The Seller is responsible for non-conformity of the goods within two years from the date the goods came into the possession of the Consumer.

The Consumer is obliged to inform the Seller of visible defects as soon as reasonably possible.

If non-conformity arises within six months from the date the goods came into the Consumer's possession, it is presumed that the non-conformity existed at the time of risk transfer, unless this is contrary to the nature of the goods and the nature of the specific non-conformity.

To exercise the Consumer's rights based on the Seller's liability for product conformity, a completed complaint form and appropriate proof of purchase (invoice, fiscal receipt, slip - if the goods were paid by card, printed bank statement, etc.) must be submitted.

The Consumer submits the completed complaint form to the email address zerobrandz@zerobrandz.com  .

In cases where the expiration date or warranty period for a particular product is longer than that stipulated by the regulations of the Republic of Serbia, the right more favorable to the Consumer shall apply, i.e., the validity and duration of the warranty specified by the Seller.

To resolve product complaint issues, the Seller will ensure, whenever possible, that a professional inspection of the product is carried out and will decide on the exercise of complaint rights, i.e., the warranty. If it is possible to exercise complaint rights, i.e., the warranty, the Seller will, at its discretion and in cooperation with the Consumer, decide on a suitable replacement. The Seller will then repair the defective product or replace it with an identical or similar product. In case of repair or replacement with an identical or similar product within the warranty rights, the Seller will bear the costs of repair and will be responsible for spare parts, labor, and travel costs of authorized employees of the Seller, but only if the product can be repaired. The Seller will become the owner of all defective parts removed during repair. These warranties do not apply to products that are used improperly, misused, incorrectly used, altered, or maintained inappropriately with cleaning methods or unsuitable cleaning products. These warranties do not cover mechanical damage caused by improper handling and are not limited to: cuts or scratches, damage caused by impacts, accidents. These warranties are not valid if the products were used in a humid environment (excluding certain products intended for outdoor use). These warranties do not cover consequential or incidental damages.

COMPLAINT PROCEDURE

The Consumer submits a complaint to exercise rights based on conformity, warranty, incorrectly calculated price, and other defects in person at any of our retail stores.

In each of our retail stores, there is a specifically designated and marked place and personnel responsible for complaints, whom the consumer can approach and lodge a complaint.

The consumer is obliged to provide an invoice, a copy of the invoice, a distance selling contract, or any other proof of purchase when lodging a complaint, and to hand over the device at any retail store, unless it is a large appliance. Before handing over the device for a complaint, it is necessary to remove all user cards (SIM, SDD, etc.), cases, covers, bags, and anything else that is not subject to the complaint. If something has been subsequently purchased and installed in the device itself, you are obliged to declare it when lodging a complaint.

Although the Law does not stipulate the obligation for the consumer to keep the packaging, nor is it a condition for resolving a complaint or a reason for refusing to remedy non-conformity, our recommendation is to keep the packaging to ensure safer transport of goods to the authorized service center.

The complaint procedure will be carried out in the manner prescribed by the provisions of the Consumer Protection Law.

All costs necessary to bring the goods into conformity with the contract (costs of labor, materials, collection, and delivery) shall be borne by the Seller.