Complaint Policy

 

Dear customers, if you wish to file a complaint (hereinafter: "Complaint") regarding the delivered package and products, feel free to contact us. We strive to resolve all possible deficiencies without delay and in your favor. It is in the common interest to answer all your questions as soon as possible so that solving your problem does not take longer than anticipated.

 

We're at your disposal at all times.

 

What is the complaint and what are the reasons for the complaint

 

Pursuant to the Law on Consumer Protection, the consumer has the right to file a complaint with the seller who he purchased the product from in case of product inconsistency to the contract, in connection with the given warranty, on the account for the purchased product and for other similar reasons, in accordance with the Law. If there is a manufacturing technological deficiency (e.g., a defective perfume dispersal apparatus) or a hidden defect (e.g. modified chemical properties of the product) and when this deficiency makes it difficult or impossible to use the product in the usual way, you have the right to file a complaint with Belodore in order to correct this deficiency. If the inconvenience appears within six months from the moment of crossing the risk to the consumer, i.e. from the day the goods were handed over to the consumer or the selected person, it is assumed that the inconvenience existed at the time of the risk crossing, unless it contradicts the nature of the goods, i.e. non-compliance.

 

You may file a complaint

 

1) in case of product mismatch with the contract, within two years from the date when you received the goods or persons you marked as the Buyer, noting that you are obliged to inform us of the existence of the goods mismatch to the contract within 90 days from the day you discovered the inconvenience, otherwise you lose the rights that belong to you on that basis;

 

2) in connection with the given warranty, within the deadline of the warranty sheet;

 

3) to the account immediately, and not later than eight days from the day of payment of the bill;

 

4) in case of delivery of goods that have errors or damage sustained in transport;

 

5) in case of delivery of goods that have not been ordered.

 

Pursuant to the Law on Consumer Protection, delivered goods will be convenient to the contract, if:

 

1) correspond to a description provided by the seller and have the properties of the goods the seller has shown to the consumer as a sample or model unless the sample or model has been shown only for notification;

 

2) have the properties required for special use for which the consumer obtains it, which was known to the seller or had to be known at the time of the conclusion of the contract;

 

3) have the properties required for regular use of goods of the same kind;

 

4) have properties and characteristics that are explicitly or implicitly contracted or ruled out;

 

5) by quality and functionality, correspond to the usual characteristics of goods of the same kind that the consumer can reasonably expect, given the nature of the goods and the public promise of a special property of goods made by the trader, manufacturer, or their representatives, especially if the promise was made by advertisement or on the packaging of goods.

 

All expenses necessary in order to transport goods to the contract, especially the cost of work, materials, reception, and deliveries, are borne by us as a Seller.

 

The cost of returning goods in case of a complaint is borne by the Seller.

 

We apply the Seller's Complaints Policy, the Law on Consumer Protection, and the Law on Obligations to all complaints.

 

 The buyer is obliged to inspect the delivered goods immediately upon receipt and to immediately notify the supplier of any possible material deficiencies.

 

 

What is not considered a reason to File a Complaint

 

The deficiency on the product which arose after taking it over, as a consequence of your action or case, i.e. the risk of accidental failure or damage to the product after the product has been submitted to the consumer or third party specified by the Buyer, will be borne by the Buyer, and this is not a reason to file complaints.

 

If the material deficiency is minor, i.e. if there is a material deficiency on the received product, but does not affect the use of the product in the usual way, your complaint will not be accepted. Regarding durability, fragrant note, and intensity of perfume products, and given the characteristics of online shopping, we recommend that you try this product in one of our stores before buying one of our perfume products. The safest way to choose the right perfume product is to apply the product tester to your skin and see how it will react in contact with your skin over a certain period of time. Consistency, fragrant note, and intensity of scent largely depend on the interaction of perfume formula with the features of your skin and is individual. If the product tester is available in our stores and the product itself does not differ on a neutral surface ("bloter") your complaint will be rejected as ungrounded. If the product is correct: The consumer may object to a product that works in accordance with its regular purpose and completely matches the contract, but this Complaint will be rejected.

 

Your rights in the complaint process

 

We hope you enjoy your order. However, if you have received an order and after opening the package have determined that the goods shipped do not correspond to the ordered or do not match the order, as the Buyer you have the right to choose between resolving defects, exchanging for the same, or other item and refund.

 

The second item for which the replacement is made must be of the same or greater value, at a surcharge.

 

As a Buyer, you primarily have the right to choose between requests to resolve the flaws by repair or exchange, unless the selected request is impossible or it represents a disproportionate burden on us as the Seller.

 

The disproportionate burden of a member exists if the selected request, in relation to the alternative request, creates excessive costs for us, taking into account:

 

1) the value of goods it would have if it were consistent with the contract;

2) the importance of consistency in a specific case;

3) whether an alternative request can be achieved without significant inconvenience to the consumer.

 

We are obliged to repair or exchange within the appropriate time frame, but no longer than 15 days from the day of filing a complaint and without significant inconvenience to the Buyer, taking into account the nature of the goods and the purpose for which the Buyer obtained it.

 

If you cannot be entitled to repairs or replacements, or if we have not made repairs or replacements within the specified time frame, or if repair or replacement is not possible without significant inconvenience to the Buyer, as the Buyer, you have the right to request a reduction in the price or termination of the contract with the refund of the paid amount.

 

Depending on your request, we are obliged to return the entire amount of the purchase price or part of the price for which we accept the reduction, to you, as a Buyer, within 14 days.

 

As a Buyer, you also have the right to terminate the Contract unless we resolve the inconvenience of the goods within the specified deadline. As a Buyer, you are not entitled to terminate the Contract if the inconvenience of the goods is minor.

 

You can cancel the contract if you notify us by calling: +382-67-109-966 or by e-mail: podrska@belodore.me.

 

Filing the complaint

 

You can make a complaint in writing on paper or any other available, permanent media or via the Complaints Form that can be downloaded here. The purchase of the product can be determined by the receipt of the purchased product, sales contract, warranty sheet or otherwise (statement from the fiscal register, business, and other relevant documentation).

 

When filing Complaints, you can send the product, with a filled complaint form, to Džordža Vašingtona Boulevard No. 65 or e-mail address: podrska@belodore.me. You can download the complaint form here. If you are filling out a form without the help of our customer support, you must specify what a product shortage is or how the deficiency occurs, and how you want to resolve your Complaint.

 

Please inspect the package carefully in front of the courier immediately after delivery. It is very important that all damage occurred in transport and visible on the packaging is immediately reported to the courier who delivers the goods to you. We take responsibility for the material deficiencies the product may have during delivery, as well as material deficiencies that may occur on the product in the following period of 6 months. We are not liable for the new deficiencies due to inadequate use of the product - damage caused by improper use. With the product which has been used, we are not liable for deficiencies caused by the frequency of use. In the case of products with a specified expiration date, we bear responsibility for the product being usable during the specified period.

 

Please do not destroy or throw away any product that you suspect is defective before contacting us. This may affect the filing of complaints that you are entitled to.

 

On this occasion, we would like to warn you that increased sensitivity or allergic reaction to the supplied product cannot be considered a deficiency in the product. Similarly, a deficiency on testers, freebies, or products that are free of charge or not ordered cannot be taken into consideration while filing the complaint. 

 

Product images on our Webshop are set up for illustration and do not necessarily display product features (for example, product packaging may vary if the manufacturer wants to change it).

 

 

Decision on Complaint

 

About complaints processing, receiving, resolving, or not accepting, you will be notified in writing to your e-mail. We can contact you by phone if needed.

As a Buyer, we are obliged to respond to you without delay, and within eight days at the latest from the day of receiving the Complaint in writing, on paper or otherwise, to you, as the Buyer, via available, permanent media, with a statement about the content of the request from the complaint and a proposal for its resolution. If the complaint is not resolved without delay, we are obliged to issue you a written confirmation of the receipt of the complaint. Otherwise, you reserve the right to terminate your purchase agreement. 

 

 

If your objection is found to be justified, we will make a decision to adopt the complaint.

 

Following the adopted objection in accordance with legal norms, we will act as follows:

 

• If possible, we will remove the deficiency on the product with your consent and if removing the deficiency is not possible or you do not accept it, we will exchange the product from the complaint for the same product without deficiencies;

 

• If for some reason we cannot exchange your product, we will offer you another product in the same value or a more expensive product at a surcharge, or you can request a refund.

 

If your objection is not justified, the product to which you have stated your complaint is returned to you with a decision.

 

Belodore strives to meet its customers by adopting complaint requests whenever possible, even when they are legally unfounded, in order for all our consumers to be, above all, satisfied with the purchase in our retail chain. Despite best practice in the proceedings on the complaint, we will draw your attention to the most common reasons for not adopting your complaint: "Perfume is not persistent" Before purchasing any perfume product we recommend that you try the tester of the product on your skin in one of our stores. Apply the product tester to the skin and see how, at a certain time interval, they will behave in contact with the features of your skin. Consistency, fragrant note, and intensity of smell largely depend on interaction with the features of your skin and are individual. If the tester of the product you tried before the purchase and the product itself does not differ on a neutral surface ("bloter") your objection will not be founded. If the deficiency is a result of careless use, your complaint will be considered unfounded if, for example, the product has fallen and broken or damaged. Individual reaction to the product if you have not emphasized a special sensitivity to ingredients before purchase, and the product is correct. Pay special attention to the product declaration before purchase, and you can contact the retailer for any questions, dilemmas, and notes.

 

NOTE: Please check all personal data, spelling, and punctuation marks, as well as the use of uppercase and lowercase letters when filling out your order, otherwise, i.e. in case of inability to interpret your order, we will not be able to accept the objection based on the wrong user input.

 

Record of received complaints

Belodore keeps records of received complaints and keeps it for at least two years from the day of consumer complaints, and the consumer, electronically, confirms the receipt of complaints and announces the number under which the complaint was filed in the record of received complaints.

The record of received complaints are kept in electronic form and content in particular data on the applicant and the date of receipt of objections, data on goods, a brief description of non-compliance and request from complaints, date of receipt of complaints, the decision on a response to the consumer, date of submission of that decision, agreed time frame for a resolution to which the consumer agrees, manner and date of the resolution of the complaint as well as information on extending the deadline for resolving complaints

The person in charge of the Salesperson's record of received objections writes into this log and processes the personal data of the complainant that is necessary for the purpose of registering in this record and complaints, name and surname and contact details of the applicant. The person in charge of registering the data in this record previously, in accordance with the provisions of the Law on Personal Data Protection, informs the applicant of the processing of this data and obtains full consent to process this data for the purpose of the complaint. Personal data processing notice and full consent for processing are noted in the notes in the received complaints log.

 

Complaint Contact

 

We will be happy to answer all questions regarding the procedure and processing of complaints. You can send the query to podrska@belodore.me or call us at +382-67-109-966.