Returns

This page describes two separate rights that the Serbian Consumer Protection Act guarantees to you as a consumer: the right to withdraw from the contract within 14 days without giving a reason, and the right to file a complaint about non-conforming goods within two years of delivery. These rights are independent, filing a complaint does not affect your right of withdrawal, and withdrawing does not affect your right to complain about other goods.

The Serbian version of this policy is the authoritative text; this English version is provided for convenience.

When you buy at a distance through our online store, you have the right to withdraw from the contract within 14 days of the day the goods come into your possession, or into the possession of a third party you designated to receive them, without giving any reason and without any costs other than the cost of returning the goods. If a single order contains several products delivered separately, the period runs from receipt of the last product.

You withdraw by giving us an unambiguous statement that you are withdrawing from the contract, most simply by email to office@pampero.rs, quoting your order number, name and address. You may use the form below; use of the form is not mandatory. Your statement is on time if it is sent within the 14-day period.

Once we receive your statement, we will confirm receipt by email and send you instructions for returning the goods.

To: PAMPERO DOO BEOGRAD, Vojvode Petka 14, 11118 Belgrade, office@pampero.rs

I hereby give notice that I withdraw from my contract of sale for the following goods: ______________________________________________

Date of contract / date of receipt of goods: ________________

Order number: ________________

Name of consumer: ________________________________

Address of consumer: ________________________________

Signature of consumer (only if this form is submitted on paper): ________________

Date: ________________

Note: Use of this form is not mandatory. You may also exercise your right of withdrawal by sending any clear written statement to the address or email above.

You must return the goods to us without delay, and no later than 14 days from the day you sent your withdrawal statement, to PAMPERO DOO BEOGRAD, Vojvode Petka 14, 11118 Belgrade. The direct cost of returning the goods (postage or courier charges) is borne by the consumer. We recommend returning the goods in their original packaging, with all accompanying documentation and accessories, and keeping proof of dispatch.

After receiving your withdrawal statement we will refund everything we have received from you, including the standard delivery charge if one was paid, without delay and no later than 14 days from the day we received the statement. We may withhold the refund until we have received the goods back or until you provide proof that you have sent them, whichever happens first.

Refunds are made the same way the payment was made: card payments are refunded to the card used, through the bank, and cash-on-delivery payments are refunded to the bank account you provide with your withdrawal statement. Refunds are not paid out in cash.

You may unpack and try the goods to the extent necessary to establish their nature, characteristics and functioning, just as you would in a physical shop. You are liable for any diminished value of the goods resulting from handling beyond that (for example using gear in the field, removing tags and labels, damage or soiling). Any diminished value may be deducted from the refund, but it does not deprive you of the right of withdrawal itself.

In accordance with the Consumer Protection Act, the right of withdrawal does not apply, among other cases, to goods made or customised to the consumer's specifications (personalised products) and to sealed goods that cannot be returned for health or hygiene reasons once the seal has been broken. If a statutory exception applies to a specific product, this will be clearly indicated before you order.

Independently of the right of withdrawal, PAMPERO DOO BEOGRAD is liable for any lack of conformity of the goods with the contract for two years from the date the risk passes to the consumer, in accordance with the Consumer Protection Act. You may file a complaint if the goods have a defect, do not match their description, lack the properties required for ordinary use, or if the price was incorrectly calculated.

You can file a complaint by email at office@pampero.rs, by phone at +381 11 329 00 75 (weekdays 09:00-17:00, Saturdays 09:00-14:00) or in writing to Vojvode Petka 14, 11118 Belgrade. Please enclose proof of purchase, the fiscal receipt, or the order number and the email address used when ordering, and a description of the defect; photographs of the defect speed up the procedure.

On receipt of your complaint we will issue a confirmation of receipt and tell you the number under which it has been registered.

We respond to every complaint without delay, and no later than 8 days from receipt, stating whether we accept it and proposing how it will be resolved. An accepted complaint is resolved within 15 days of receipt, or within 30 days for technical goods. If for objective reasons we cannot resolve a complaint within the deadline, we will inform you of the extension and the new deadline, subject to your consent, the deadline may be extended only once.

If a complaint is justified, you as the consumer choose between having the goods repaired or replaced, and the seller is obliged to fulfil your choice free of charge and within a reasonable time. If the defect appears within 30 days of the date the risk passed to you, you may directly request replacement, a price reduction or termination of the contract without waiting for a repair attempt.

If repair or replacement is not possible or would impose a disproportionate burden, you are entitled to an appropriate price reduction or to termination of the contract and a refund of the amount paid. The costs necessary to remedy a justified non-conformity (including the cost of sending the goods back to us) are borne by the seller.

If a justified complaint is resolved by a refund, the money is returned the same way the payment was made: card payments are refunded to the same card through the bank, and cash-on-delivery payments to the bank account you provide. We make the refund without delay once the resolution of the complaint has been agreed.

PAMPERO DOO BEOGRAD is legally obliged to participate in out-of-court consumer dispute resolution proceedings. If you are not satisfied with our response to your complaint, you may initiate proceedings before a body on the list of out-of-court consumer dispute resolution bodies kept by the ministry responsible for consumer protection. Proceedings last no longer than 90 days; initiating out-of-court proceedings does not exclude your right to seek protection before a court.

The rights described on this page belong to consumers within the meaning of the Act (natural persons acquiring goods outside the scope of their business activity); for business customers, the general rules on liability for material defects apply.