Conformity of the goods and procedure for solving complaints

The trader is responsible for non-conformity of the goods with the contract that exists at the time of delivery of the goods to the Consumer, as well as for non-conformity that appears within two years from the day of delivery of the goods, in accordance with the Law on Consumer Protection.

The goods are in conformity with the contract if they correspond to the description, type, quantity and quality agreed upon at the time of purchase, as well as if they have the properties required for regular use of the goods of the same type, in accordance with their purpose and properties specified in the product description, declaration or other accompanying documentation.

The consumer can make a complaint about the non-conformity of the goods to the trader in the following ways:

in writing to the address JOVAN PANTOVIĆ PR CRAFT TRADING AND COMMISSION SHOP "KAFEKCIJA ELIPSA" KRALJEVO, Radnički bataljon No. 22, electronically to the e-mail address: info@elipsa.rs

When declaring a complaint, the Consumer is obliged to submit an invoice or other evidence of the purchase of the goods (a copy of the invoice, slip or other appropriate evidence).

Download the Request for goods complaint form.

When receiving a complaint, the merchant is obliged to issue the Consumer with a confirmation of receipt of the complaint, that is, to confirm the receipt of the complaint electronically and communicate the number under which the complaint was filed in the record of received complaints.

The merchant is obliged to provide the consumer with a response to the complaint in written or electronic form without delay, and no later than within 8 (eight) days from the date of receipt of the complaint.

The Merchant's response to the complaint contains a decision that whether he accepts the complaint, a statement about the Consumer's request and a proposal for the method and deadline for resolving the complaint if the complaint is accepted, that is, an explanation of the reasons for rejecting the complaint.

The consumer is obliged to respond to the trader's response no later than within 3 (three) days from the date of receipt of the trader's response, by sending the response electronically to the email address: info@elipsa.rs

If the consumer does not make a statement within the prescribed period, it will be considered that he does not agree with the merchant's proposal.

The deadline for resolving the complaint cannot be longer than 15 days from the day the complaint is submitted. If, for objective reasons, the Merchant is not able to satisfy the Consumer's request within the agreed time limit, he is obliged to inform the Consumer about the extension of the deadline for resolving the complaint and specify the deadline in which he will resolve it, as well as to obtain his consent.

If the goods do not conform to the contract, the Consumer has the right to demand from the Trader the removal of the non-conformity by repair or replacement, a corresponding price reduction or termination of the contract, in accordance with the Law on Consumer Protection.

The trader can refuse to eliminate the non-conformity of the goods by repair or replacement, if the repair or replacement is not possible or represents a disproportionate burden for the trader, taking into account all the circumstances of the specific case.

If the non-conformity of the goods appears within 30 days from the day of delivery of the goods, the Consumer has the right to choose between the request to remove the non-conformity by replacing the goods, by reducing the price accordingly or to declare that he is terminating the contract.

The consumer does not have the right to terminate the contract if the non-conformity of the goods is minor.

All costs that are necessary to make the goods conform to the contract, especially the costs of labor, materials, delivery of the replaced goods and collection of the replaced goods, are borne by the Merchant.

Pursuant to Article 59 of the Law on Consumer Protection, the Merchant is responsible for non-conformity of the goods with the contract that appears within 2 (two) years from the date of delivery to the Consumer. If the non-conformity occurs within one year from the date of delivery of the goods to the consumer, it is assumed that the non-conformity existed at the time of delivery, unless if it is contrary to the nature of the goods and the nature of the certain incongruity. The consumer is obliged to inform the trader about the non-conformity of the goods within two months from the moment of learning about the non-conformity, and no later than within two years from the day of delivery of the goods to the consumer.

The merchant shall bear all costs necessary to bring the goods into conformity with the contract, including the costs of labour, materials, collection and delivery of the goods.

Out-of-court settlement of consumer disputes

In accordance with Article 63 and Article 173 of the Law on Consumer Protection ("Official Gazette of RS", No. 35/2026), we inform Consumers that they have the option of settling a consumer dispute out of court in the event that the Merchant rejects the complaint.

Out-of-court settlement of consumer disputes is carried out in a transparent, efficient, fast and fair manner before the body for out-of-court settlement of consumer disputes.

The Ministry of Internal and Foreign Trade compiles a list of bodies and publishes it publicly. It is available at https://www.zastitapotrosaca.gov.rs/. The procedure before the body can be initiated by the Consumer with a proposal only if he previously stated a complaint or objection and not after the expiry of the period of 1 (one) year from the date of filing the complaint.

As a trader, we are obliged by law to participate in the procedure for out-of-court settlement of consumer disputes. Each party in the procedure for the out-of-court settlement of a consumer dispute pays its own costs (representation costs, travel costs, etc.)