If you are not satisfied with a product purchased from our online store, we will resolve your complaint as quickly as possible. If you discover that the product you purchased is defective or you are otherwise dissatisfied with it, please contact us as follows:
Send us your order number or username, together with a description of the complaint, by email at webshop@europrofil.rs or by calling +381 64 6458 351.
Based on the description of your complaint, we will inform you whether:
- the product can be replaced with a new one;
- a refund can be issued for the product;
- an alternative solution to the problem can be found.
If the product can be replaced or a refund can be issued, we will arrange for a courier service to collect the product subject to the complaint from your address and return it to our warehouse. Once we receive the returned product, we will notify you regarding the refund or dispatch of a replacement product. The refund or replacement will be processed within 15 days. If this does not occur, please contact us by telephone or email.
Complaints Regarding Damage in Transit
It is very important that you immediately report any damage sustained in transit that is visible on the product packaging to the courier delivering your order. Customers are required to report any damage sustained in transit within 24 hours of receiving the goods.
If you notice any such damage, do not sign for the delivery, or ask the courier to wait while you check whether the damage to the packaging has also caused damage to the product itself or resulted in missing parts. If the product is undamaged and all parts are present, you may sign for the delivery.
Complaints Regarding Incorrect Information or Goods
If, after receiving and opening your delivery, you discover that the goods delivered do not match those ordered or that the information on the invoice is incorrect, please contact us no later than 24 hours after receiving the delivery. You can call us on +381 64 6458 351 or send an email containing your personal details (first name, last name and telephone number) to webshop@europrofil.rs, together with a description of the issue. Alternatively, you may download the complaint form using the link at the end of this text, complete it and send it to our address together with the goods.
We will respond to the consumer’s complaint electronically by email as quickly as possible. We will confirm receipt of the complaint, provide the reference number under which it has been recorded in our complaints register and inform you of the next steps. The deadline for responding to a complaint is eight days, while the deadline for resolving it is 15 days from the date on which it was submitted.
Download the complaint form HERE.