WAIVER POLICY/CLAIM/WITHDRAWAL OF THE CONTRACT AND COMPLAINTS ON GOODS PURCHASED FROM HIPOLITA
Please note that this document forms an integral part of our Terms of Purchase, and that the rules thereof apply accordingly to everything that is not specifically regulated by this document.
The address for sending complaints and withdrawal statements by mail is: 66 Vojvode Vlahovića Street, apartment 16, Beograd-Voždovac, 11043 Voždovac, Republic of Serbia.
HIPOLITA, i.e. Sandra Bošković, as an entrepreneur and owner of the aforementioned entrepreneurial store and website, is aware of the need and importance of consumer protection and pays great attention to that area. In order to fulfill the prescribed obligations and protect consumers who buy goods from us, we created this document.
- Withdrawal from distance contracts
As a consumer, you have the right to withdraw from a distance contract for the sale of our goods, without giving a reason. You will receive a printed form of declaration of withdrawal from the distance contract (hereinafter: Withdrawal Statement) upon delivery of the goods.
You can send a withdrawal statement within 14 days of receiving the goods purchased from us. After this period, you lose the right to withdraw from the contract and untimely withdrawal statements will not be taken into consideration.
The withdrawal statement should be submitted by filling in all the necessary fields in the printed form of the Withdrawal Statement (section: COMPLETED BY THE CONSUMER). Please fill in all necessary fields legibly and in block letters. Incomplete Withdrawal Statement will not be considered. You can send the completed Withdrawal Statement form using one of the contact details specified in the form (section: Contact information for sending the Withdrawal Statement). If you send the Withdrawal Statement by e- mail, send a photo of it or a scanned document. If you are sending the Withdrawal Statement by mail, send it completed and signed to our address. You will be notified of the receipt of the withdrawal statement in the same way you sent it.
No later than within 14 days of sending the Withdrawal Statement, you are obliged to return undamaged all the goods for which you submitted the Statement. Returns are only possible via Post Express (if you are returning goods from Serbia), or Post Export (if you are returning goods from abroad), in any case to the address of HIPOLITA (Vojvode Vlahovića 66, apartment 16, Belgrade-Voždovac, 11043 Voždovac, Republic of Serbia). You bear the full cost of returning the goods.
You are solely responsible for damage or loss of value of the goods that occurs as a result of improper use and handling of the goods, regardless of whether the damage or loss of value occurred while the goods were in your possession or when they were returned.
HIPOLITA shell refund the payments received from you based on the concluded distance sales contract in the same way in which the payments were received (unless you agree to another method of return), as well as the refund of the costs of delivering the goods, after return any goods in respect of which you have sent the Withdrawal Statement. If there has been damage or a reduction in the value of the purchased goods, the monetary amount that we are obliged to return to you is reduced. HIPOLITA decides on the proportional reduction of the monetary amount that we are obliged to return to you.
- 2. Liability for non-conformity of goods and complaints
HIPOLITA has a legal obligation to deliver goods that, in terms of quality and required properties for regular use, correspond to what is usual for goods of the same type.
HIPOLITA bears responsibility for the non-conformity of the goods until the moment of receipt of the goods, for the non-conformity that occurred after the receipt of the goods if it originates from a cause that existed before and for the non-conformity caused by improper packaging of the goods.
HIPOLITA is not responsible for the non-conformity of the goods if, at the time of concluding the sales contract or upon receipt of the goods, the buyer knew or could not have known that the goods were not in conformity.
If the goods delivered to you do not conform or contain other defects or if the price of the goods has been incorrectly calculated, you have the right to file a complaint. You will receive a printed instruction for filing a complaint upon delivery of the goods.
You can declare a complaint in one of the following ways (always with the indication „Complaint“):
- by message to phone number +381691541144;
- by e-mail to the e-mail address: hipolitaimpero@gmail.com;
- by sending a letter by mail to the address of HIPOLITA (66 Vojvode Vlahovića Street, apartment 16, Beograd-Voždovac, 11043 Voždovac, Republic of Serbia).
You can file a complaint within two years of receiving the goods. During this period, you lose the right to file a complaint and untimely complaints will not be taken into consideration.
In the Complaint, it is necessary to indicate the following information: indication „Complaint“; data on the type and quantity of goods purchased from us that you complain about; the date of conclusion of the sales contract; date of receipt of goods; a short description of the defects that reflect the non-conformity of the goods; a request from a complaint (alternatively: a request to replace the goods received with goods of the same price, a request for a price reduction in proportion to the degree of non-conformity of the goods, or a request to terminate the contract); Your full name; Your contact information (phone number, e-mail address); the date of submission of the complaint and your signature (if you submit the complaint by sending a letter by mail).
Along with the complaint, you need to send a copy of the issued invoice (if sending by e-mail or message, send a scanned invoice or a photo of the same; if sending by mail, send a copy in paper form).
With a complaint, you can highlight one of three alternative requests: a request to replace the received goods with goods of the same price, a request to reduce the price in proportion to the degree of non-conformity of the goods, or a request to terminate the contract.
HIPOLITA is obliged to respond to you within eight days from the receipt of a timely and complete complaint, whether it has been accepted or rejected, in the same way in which you stated the complaint. If we are not able to respond to you within the deadline, you will be notified of an additional response deadline. The decision to accept the complaint includes a statement about your request from the complaint, as well as a specific proposal and deadline for resolving the complaint.
HIPOLITA keeps records of all received complaints and decisions based on them.
HIPOLITA will reject a claim for goods that you did not like for subjective reasons, and which are in accordance with the law, the Terms of Purchase, and this document.
HIPOLITA will reject the complaint if the goods are without defects or the defects are insignificant.
HIPOLITA will reject the claim if you make it because you chose a model with the wrong characteristics from our offer in the electronic store (eg the wrong size, color, etc.).
HIPOLITA will reject the claim if, at the time of concluding the sales contract or receiving the goods, you knew or could not have known that the goods were not in conformity.
HIPOLITA will reject the complaint if, after receiving the goods, it is damaged or destroyed, which is a consequence of your inadequate use or handling of the goods.
If you file a complaint with a request to replace the goods with goods of the same price, you are obliged to return the claimed goods to us no later than within eight days of filing the complaint. Returns are only possible via Post Express (if you are returning goods from Serbia), or Post Export (if you are returning goods from abroad), in any case to the address of HIPOLITA (Vojvode Vlahovića 66, apartment 16, Belgrade-Voždovac, 11043 Voždovac, Republic of Serbia). HIPOLITA will bear all the costs of returning the received goods you filed the complaint.
If the complaint is accepted with a request to replace the goods with goods of the same price, the replacement will be carried out within 1-3 working days from the acceptance of the complaint (if the replacement is made on the territory of the Republic of Serbia), i.e. within 3-5 working days from the acceptance complaints, not counting the time of possible detention of the goods in the customs procedure (if the exchange is carried out in the territory of the countries of the region or Europe). HIPOLITA will bear all the costs related to the replacement of the goods and the delivery of the goods.
If the complaint is accepted with a request for a price reduction in proportion to the degree of non-conformity of the goods, we will refund part of the payments we received from you based on the contract for the sale of the advertised goods in the same way as the payments were received. You are not entitled to a refund of part of the shipping costs you paid when receiving the goods. HIPOLITA decides on a proportional price reduction.
If the complaint is accepted with a request to terminate the contract, you are obliged to return all the received goods to us within eight days of accepting the complaint at the latest. Returns are only possible via Post Express (if you are returning goods from Serbia), or Post Export (if you are returning goods from abroad), in any case to the address of HIPOLITA (Vojvode Vlahovića 66, apartment 16, Belgrade-Voždovac, 11043 Voždovac, Republic of Serbia). You pay all the costs of returning the goods. Upon receipt of the advertised goods, HIPOLITA undertakes to refund the payments it received from you based on the contract for the sale in the same way in which the payments were received (unless you agree to another method of return), as well as the refund of the delivery costs that you paid when receiving the goods. If there is damage or a decrease in the value of the purchased goods, regardless of whether this happened while the goods were with you or during the return, the monetary amount that we are obliged to return to you is reduced. HIPOLITA decides on the proportional reduction of the monetary amount.
