Shopping through our online store is considered distance selling in accordance with the Law on Consumer Protection (“Official Gazette of the Republic of Serbia”, No. 88/2021). The user of the online store, i.e. the buyer, has the right to withdraw from the distance contract within 14 days, except when the goods have specific characteristics (goods that are subject to deterioration in quality or have a short shelf life) from the day the product was delivered to him, without specifying the reason and additional costs, except for the costs referred to in Art. 33. and 34 of the Law on Consumer Protection (“Official Gazette of the Republic of Serbia”, No. 88/2021). By terminating the contract in this way, the buyer is relieved of all contractual obligations, except for the cost of returning the goods from which he waives the purchase.

You start the process of withdrawing from the purchase by filling out the Withdrawal Form, which you can download here. After that, you can contact the online store by calling + 381 66 80 91 840 or by sending an e-mail to: info@tartufidamar.rs (please have your order number prepared before calling customer service). The goods you are returning need to be packed together with the above completed form, adequately packed and secured, and then sent to the address DAMAR CONFIT D.O.O. Kralja Milutina 37/4, 11000, Belgrade (Vračar), Serbia. In this case, the shipping costs are borne by the customer.

After the goods are delivered back to the online store, the buyer is entitled to a refund in the amount of the paid goods. The goods must be returned undamaged, unused, in the original packaging that must not be damaged, within 14 days from the day they were delivered to the buyer. The goods are returned within the deadline if the buyer sent them before the expiry of the 14-day period. If these conditions are met, the buyer can expect a refund no later than 14 days from the date of receipt of the product. If, on the other hand, it turns out that the goods were returned in a damaged or defective condition, due to the mistake or negligence of the buyer himself, the buyer is solely responsible for this, and the online store reserves the right not to refund the money to the buyer, and in that case the goods will be returned to him at his expense.

The cost of returning the goods is borne exclusively by the buyer, unless the buyer received a defective or wrong product when buying in the online store, which is not considered his fault.

DAMAR CONFIT D.O.O., which owns the online store WWW.TARTUFIDAMAR.RS undertakes to use the data that the buyer shares when filling out the Withdrawal Form exclusively for the purpose of changes in the circulation of goods and not to use them for any other purpose.

The Distance Purchase Agreement can be downloaded here.

Complaints

When the order arrives, it is necessary to check it in the presence of the courier and confirm that there is no visible damage to the package. You can return the package in the following cases:

  • If there is visible damage (torn parts) – in this case, please call us at + 381 66 80 91 840 or send us an e-mail with your data (name and surname, phone) to the e-mail: info@tartufidamar.rs and state the reason why you refused to pick up the package.
  • If you have received the shipment and after opening the box you have found that the delivered goods do not correspond to the ordered or the information on the invoice is not correct, please call us no later than 24 hours from the moment of receipt of the shipment at the number: + 381 66 80 91 840 or send us an e-mail with your information (name and surname, phone) to the e-mail: info@tartufidamar.rs
  • If there are any non-conformities on the purchased product in terms of the provisions of the Law on Consumer Protection (“Official Gazette of the Republic of Serbia”, No. 88/2021), please inform us by e-mail: info@wool-art.com

After you have contacted us and received further instructions, it is necessary to fill out the Complaint Form, which you can download here, and which you will send together with the item you are returning to the address: DAMAR CONFIT D.O.O. Kralja Milutina 37/4, 11000, Belgrade (Vračar), Serbia.

In the case of returning the goods to the buyer who has previously paid the goods to the courier, i.e. Cash on delivery, the cost of returning goods is not borne by the online store, but the cost is borne by the buyer. In the case of returning goods and refunding funds to the buyer who has previously paid with one of the payment cards, in part or in full, and regardless of the reason for the return, the online store is obliged to make the refund exclusively through VISA, EC/MC, Maestro Dina and Amex payment methods, which means that the bank will refund the funds to the account of the cardholder at the request of the seller.

In case of rejection of the complaint, you will be informed about the existence of the possibility of out-of-court dispute resolution, as well as about the competent bodies for out-of-court settlement of consumer disputes in accordance with Article 26, paragraph 2, item 5 of the Law on Consumer Protection (“Official Gazette of the Republic of Serbia”, No. 88/2021).

Contact via e-mail

If you contact us by e-mail, always provide us with the following information: name and surname, address, contact phone, order number and date of order, as well as the reasons for your complaint.

Deadline for resolving complaints

The buyer receives a decision on the outcome of the complaint within 8 days from the date of receipt of the shipment by the seller.