Returns and Complaints

RETURNS AND COMPLAINTS POLICY

By purchasing products through www.tartufisr.com, consumers are entitled to submit complaints and exercise their right to withdraw from a purchase in accordance with the Consumer Protection Law of the Republic of Serbia.

The procedures, deadlines, and conditions for exercising these rights are explained below.

1. PRODUCT COMPLAINTS

If the product you purchased has a defect, does not function as described, differs from the information presented on the website, or otherwise does not conform to the contract, you have the right to submit a complaint.

Complaint Period

Complaints may be submitted within 14 days from the date of delivery or collection of the product.

How to Submit a Complaint

You may submit a complaint by:

• Email: info@tartufisr.com
• Phone: +381 64 1111 446

When submitting a complaint, please provide a copy of the invoice or another proof of purchase (payment slip, email confirmation, etc.).

Complaint Handling Procedure

After receiving your complaint, we will:

• issue a confirmation of receipt and assign a reference number;
• respond to the complaint within 8 calendar days from the date of receipt;
• resolve the complaint within no later than 15 days from the date it was submitted.

Our response will include:

• whether the complaint has been accepted or rejected;
• an explanation if the complaint is rejected;
• the method and timeframe for resolving the complaint if it is accepted.

2. RIGHT OF WITHDRAWAL

How to Withdraw from a Purchase

To exercise your right of withdrawal, please contact us:

• by email at: info@tartufisr.com
• or by phone at: +381 64 1111 446

Refund Conditions

• The product must be returned unused and undamaged, in a condition suitable for resale, without undue delay and no later than 14 days from the date on which the customer submitted the withdrawal notice.
• Refunds, including delivery costs, will be made within 14 days from the date we receive the withdrawal notice.
• The cost of returning the product is borne by the customer unless otherwise agreed.

The consumer shall not be liable for any diminished value of the goods if they were not clearly informed in advance of their right of withdrawal.

3. DOCUMENTS PROVIDED WITH DELIVERY

Each delivered order is accompanied by:

• an invoice.

These documents may also be provided electronically together with the order confirmation.

4. RECORD KEEPING AND DATA PROTECTION

Tartufi SR DOO maintains records of all complaints received in accordance with the Consumer Protection Law and keeps such records for at least two years from the date the complaint is submitted.

All personal data are processed in accordance with the applicable Personal Data Protection Law.

For any additional questions regarding complaints or withdrawal from a purchase, please contact us at:

Email: info@tartufisr.com
Phone: +381 64 1111 446