Complaints and Returns Policy

Right to Complaint

The Buyer has the right to submit a complaint regarding a product in accordance with the Law on Consumer Protection of the Republic of Serbia.

The Seller is responsible for any non-conformity of the product with the contract that appears within the period provided by the applicable legal regulations.

Method of Submitting a Complaint

A complaint may be submitted:

via the email address info@saiseiserbia.com,
in writing to the address of the Seller’s registered office.

The Buyer is obliged to submit the following with the complaint:

order number or other proof of purchase,
description of the complaint,
photographs of the product, if applicable.

Complaint Resolution Procedure

The Seller shall respond to the Buyer’s submitted complaint in writing or electronically without delay, and no later than within 8 days from the receipt of the complaint.

The Seller’s response shall contain:

a decision on accepting or rejecting the complaint,
a statement regarding the Buyer’s request,
a proposed method of resolving the complaint,
the deadline for resolving the complaint.

The deadline for resolving the complaint is up to 15 days from the date of submission of the complaint, unless objective circumstances require a longer period, of which the Buyer shall be informed in a timely manner.

Complaint Outcomes

In the case of a justified complaint, the Buyer has the right to:

replacement of the product,
termination of the contract and refund of funds.

Return of Complained Goods

The Buyer returns the complained product at their own expense, except in cases where the complaint is justified.

In the case of an accepted complaint, the Seller may organize the collection of the shipment or refund the shipping costs.

Refunds

Refunds are made after receiving the returned goods or after determining that the complaint is justified.

For card payments, the refund is made through the bank to the cardholder’s account.
For cash on delivery payments, the refund is made by payment to the account provided by the Buyer.
For payments made by bank transfer, the refund is made to the account from which the payment was made or to another account provided by the Buyer.

Products That Cannot Be Returned

The right to return products does not apply to:

products whose expiration date has passed due to inadequate storage by the Buyer,
products that have been opened or unsealed and, for hygiene reasons, are not suitable for being placed back on the market,
products damaged by improper handling by the Buyer.

Final Provisions

This Policy forms an integral part of the Terms and Conditions published on the Seller’s website.

This Policy has been prepared in accordance with the Law on Consumer Protection of the Republic of Serbia.

Saisei Holding d.o.o. reserves the right to amend this Policy in accordance with legal changes and business needs.