You have the right to file complaints, claims or objections in accordance with the Law on Consumer Protection for all products that you have purchased through the website www.elipsa.rs. The procedure for solving them is carried out based on the provisions of the above-mentioned law, as well as the provisions of the Law on Trade ("Official Gazette of RS" No. 53/10, 10/2013). in the manner defined for goods purchased through the online store.

The buyer can make a complaint about non-conformity within 2 years from the date of purchase of the product or receipt of the goods, with the original invoice or any other evidence of the purchase of the goods. If the non-conformity occurs within 6 months from the date of transfer of risk to the consumer, it can be assumed that the non-conformity existed at the time of transfer of risk to the consumer. and especially the costs of work, materials, collection and delivery, we as a merchant bear. As a seller, we are obliged to issue a written confirmation to the customer or to confirm the receipt of the complaint by electronic means, that is, to communicate the number under which the complaint was filed in the records of received complaints. The deadline for settling a complaint cannot be longer than 15 days from the day the complaint is submitted. The deadline for resolving the complaint ends when the consumer receives the seller's response and starts running again when the seller receives the consumer's statement on the seller's response. The consumer is obliged to respond to the seller's response no later than three days after receiving the seller's response. It will be considered that the consumer does not agree with the seller's proposal if he does not express himself within three days. The extension of the deadline for resolving complaints is possible only once. If the delivered goods do not conform to the Agreement, the Buyer has the right to choose between the elimination of defects, exchange for the same or another article and refund. The Buyer also has the right to terminate the Agreement if the Seller does not eliminate the non-conformity of the goods within the specified period. In any case, the buyer has no right to terminate the Agreement if the non-conformity of the goods is insignificant.

In case of rejecting the claim, the seller is obliged to:

• to provide appropriate notification to the consumer in case of rejection of the complaint (reasoning of the seller in

in case of non-acceptance of the complaint)

• to comprehensively inform the consumer about the possibility of settling disputes out of court, as well as o

competent bodies for out-of-court settlement of consumer disputes

The inability of the consumer to provide the seller with the packaging of the goods cannot be a condition for resolving the complaint, nor a reason for refusing to remove the nonconformity.

When you need to make a complaint, it is necessary to send us a completed form, which you can download HERE, to the email address: info@elipsa.rs. You can also make a complaint by calling 060 4068661.

In the event that we are unable to replace the item for which we have accepted the complaint with an adequate, other item, the Ellipsa fashion house undertakes to refund your funds.

Ellipsa is obliged to refund the payments it received for the goods without delay, and no later than within 14 days from the day it received the form on unilateral termination of the contract, with the fact that Ellipsa can delay the refund until it receives the returned goods, or until you provide proof that you have sent the goods to Ellipsa, depending on which comes first, except in the case when Ellipsa has offered to collect the goods itself.

By purchasing the product, you give your explicit consent for the refund to be made to your current account.

Items purchased in the online store cannot be returned to our retail stores, but only through the procedure described in the Complaints procedure and Right of withdrawal section.

NOTICE TO CONSUMERS ON THE OBLIGATION TO PARTICIPATE IN THE OUT OF COURT RESOLUTION OF CONSUMER DISPUTES

A consumer dispute can be resolved through the out-of-court settlement of consumer disputes. As a merchant, we are obliged to inform you that we are obliged by law to participate in this procedure. 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 compiles a list of bodies and publishes it publicly. It is available at vansudsko.must.gov.rs/adrbodies.