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Claims

  • Complaints of damage in transport

    When picking up the shipment, please check your package with a detailed, visual inspection in the presence of a courier. If there is visible damage on it, you should not download the package. In this case, please contact us by phone at 065 / 209-8638 or send us an e-mail at prodaja@dokuce.rs with your data (name, surname, telephone, order number) and state the reason why you refused to download the package. We will inform you as soon as possible about further action.

  • Complaints upon receipt of the shipment

    If you received the shipment and after opening the package found that the delivered goods are defective, defective, damaged, non-compliant or the information on the invoice is not appropriate, please contact us immediately, and no later than 24 hours after receipt of the shipment, contact us via phone to 065 / 209-8638 or email us at prodaja@dokuce.rs with your data (name, surname, phone, order number) to the address and describe what problem you have. We'll let you know as soon as possible.

  • Complaints for the purpose of exercising rights based on compliance

    If the product purchased through the online store DoKuće at any time there are non-conformities in terms of the provisions of the Consumer Protection Act (hereinafter: the Act), please inform us by phone number 065 / 209-8638 or send us an e-mail at prodaja@dokuce.rs with your data (name, surname, phone number, order number) and describe what problem you have. We will inform you as soon as possible about the further procedure and send you the necessary documentation electronically, which you should fill out and then return to us.

    Upon receipt of the necessary documentation, we will respond by phone or electronically to the consumer to the complaint for goods purchased through our online store, by confirming receipt of the complaint, or announce the number under which your complaint is registered in the records of received complaints. The obligation of the consumer is to enclose an invoice, a copy of the invoice or any other proof of purchase when filing a complaint. The deadline for responding to the complaint is 8 days, and in case the complaint is accepted, the deadline for resolving the complaint is 15 days from the moment of its registration, or 30 days in the case of technical goods. If the seller and / or the authorized person for objective reasons is not able to satisfy the consumer's request within the specified period, he is obliged to inform the consumer about the extension of the deadline for resolving the complaint and state the deadline within which to resolve it, as well as to obtain his consent. obliged to record in the records of received complaints. Extension of the deadline for resolving complaints is possible only once.

  • Important Notice

    By confirming your order, clicking the Complete order button, you agree to the terms of the complaint

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