Right to cancel

Dear Buyers,

Please be informed that according to the Law on Consumer Protection (Official Gazette of the Republic of Serbia No. 62/2014), online shopping through our website www.aura.co.rs is considered distance selling.

In the case of distance selling, the Law provides for the right of the Buyer, who is considered the Consumer (i.e. a natural person who purchases a product for his/her individual needs, rather than for conducting a professional activity), to cancel the purchase contract within 14 days of delivery of the product. When cancelling the order, the Buyer may, but is not obliged to, state the reason for cancellation.

The Contract Cancellation Form/Statement produces legal effects as of the day it was sent to the Trader.

You can download the Contract Cancellation Form/Statement here.

In the case of cancelling the contract, the Consumer is entitled to a refund or exchange for another product. The price amount will be returned to the Buyer upon receipt of the product and after we have confirmed that the product is not damaged or defective.

The Buyer is obliged to return the product without delay, and no later than 14 days after he/she sent the Cancellation Form. It is not possible to return the product upon expiry of the period of 14 days from the day the Cancellation Form was sent.

The goods are to be returned in a proper condition, unused, in their original package, and accompanied by the invoice/dispatch note the Buyer received with the order.

Upon receipt of the product, it will be determined whether the product is in a proper condition and unused. The Buyer is responsible for any defects or damage to the product caused by improper handling; specifically, the Buyer is solely responsible for any reduced value of the goods caused by improper handling of the product, i.e. by handling the product in a manner exceeding what is necessary to determine its nature, properties and functionality. If it is established that there is a defect or damage to the product for which the Buyer is responsible, we will not be able to refund the purchase price and the product will be resent to the Buyer at the Buyer’s expense.

The Trader is obliged to refund the amount paid by the Buyer under the contract without delay, and no later than 14 days after receiving the Cancellation Statementand upon return of the product.

Return and refund costs will be borne by the Buyer, except in cases where the Buyer has received a defective or wrong item.
 

Possibility of out-of-court dispute resolution:
 

On December 20, 2021, the new Law on Consumer Protection became applicable ("Official Gazette of RS" No. 88/2021), and part of the law has been applied since 20.03.2022., the obligations for traders created on 20.03.2022. according to the Law on Consumer Protection:

1. The trader is obliged to participate in the proceedings for resolution of consumer disputes in front of the body (Article 151, par. 2 of the Law on Consumer Protection).

2. The trader is obliged to display a notice that he is obliged by law to participate in out-of-court proceedings for resolutions of consumer disputes (Art. 151 par. 3 of the Law on Consumer Protection).

3. The trader is obliged based on Art. 12. Of the Law on Consumer Protection, before concluding contracts for selling goods or service provision, to inform consumers in a clear and understandable way in the Serbian language or the language of a national minority, in addition to other notices (on the basic marks of goods, business name, company registration number, head office addresses and phone number, about the price, the method of payment, the delivery time, the method of declaring complaints, etc.),and to notify them of: the possibility of out-of-court dispute resolution:

4. The trader is obliged to, before concluding a distance contract or outside the business premises, in addition to other data in a clear and understandable way inform the consumer of the possibility of out-of-court dispute resolution based on Art. 26. Of the Law on Consumer Protection

5. The seller is obliged, if he refuses the complaint, to inform consumers about the possibility of resolving the dispute extra-judicially and of the competent authorities for out-of-court resolution of consumer disputes on the basis of Art. 55. par. 12. of the Law on Consumer Protection.

6. The trader is obliged to declare whether he recognizes or disputes the proposal of consumers on the basis of Article 161 par.2 of the Law on Consumer Protection within 15 days from the day proposals were submitted by the body.

7. The trader and consumer are obliged to participate in the oral hearing that is scheduled by the body in order to clarify the consumer dispute on the basis of Art. 162. par. 2. of the Law on Consumer Protection.

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