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Complaints and returns
Complaint
The consumer has the right, without giving reasons, to unilaterally terminate the distance contract within seven working days of receipt of the goods. The distance contract is terminated by sending written notice to the trader. The contract shall be considered terminated at the moment the trader receives the notification in question. In the event of unilateral termination of the contract, the consumer is obliged to return the goods received to the merchant at his own expense as soon as possible, and no later than 30 days from the date of the notification in question. After expiry of 30 days from the date of notification, the product can no longer be returned. It is possible to return only products that are unused, undamaged and in their original packaging, with all accessories and supporting documentation (warranty card, instructions, etc.).
Upon receipt of the product, it will be determined whether the product is correct and undamaged. The buyer is responsible for defect or damage to the product as a result of inadequate handling of the product, ie. the buyer is solely responsible for the diminished value of the product resulting from the handling of the goods in a way that is not adequate, that is, exceeds what is necessary to establish its nature, characteristics and functionality. If a defect or damage to the product is found to be the fault of the buyer, the refund will be deducted and the product will be returned to him at his expense.
The trader is obliged to immediately return to the consumer the amount paid by the consumer under the contract, not later than 30 days from the date of receipt of the notice of termination. You can make a claim in the following cases:
1) Receipt on receipt - If, upon receipt or first commissioning, it is found that the delivered product is defective, incomplete or defective, the customer is entitled to a complaint. The warranty provider will repair the defective device, replace the product with a new one, or return the money as soon as possible. In case of returning goods and refunds to a customer who has previously paid for one of the payment cards, in whole or in part, `` W2 Company`` d.o.o. Podgorica is obliged to make a refund exclusively through VISA, EC / MC and Maestro payment methods, which means that the bank, at the seller's request, will make a refund to the cardholder's account.
The complaint should be sent to the e-mail addresssupport@alexshop.me2) Warranty Claim - The Warranty Provider, at his own expense, ensures the elimination of defects and defects in products resulting from a mismatch of the actual ones with the prescribed product quality characteristics. In the event of default, the warranty provider will repair the defective device, replace the product with a new one, or return the money. In this case, you only send the product to a service center to an authorized service center registered on the warranty card. If the product is sent to an unauthorized service, the product loses its warranty.
3) Order Cancellation - The deadline for refunding and determining the authenticity of what the customer stated when returning the goods is 45 days from receipt of the goods for service. Thereafter, the authorized service center for that product decides whether a new product will be given to the customer or a refund will be made. For distinguished claims of `` W2 Company '' d.o.o. Podgorica does not bear transport costs.
To claim the right to claim, you must:
- Bring the advertised product to the service indicated on the warranty card in the original packaging
- submit the original warranty card for inspection
- Give a description of the defect
- thereafter, all information on the status of the product provided by the customer is solely obtained from the authorized service where the customer left the product