If you are unsatisfied with a product purchased from our online store, we will handle your complaint immediately. If you find that the product you purchased is defective or does not meet your expectations, please contact us in the following ways:
Send us the information with the order number or your username and a description of the complaint via email to firstname.lastname@example.org or through phone number +381 62 770 106 or via social media.
Based on your description of the complaint, we will respond with information about:
• Whether the product can be exchanged for a new one,
• Whether a refund is possible for the product,
• Whether an alternative solution to the problem can be found.
In cases where the product can be exchanged for a new one and when a refund for the product is possible, we will send a courier service to your address to collect the product and return it to our warehouse. When the product arrives back to us, we will notify you of the refund or sending of the replacement product. The refund or replacement will be processed within 30 days. If not, please contact us by phone or email.
Complaints for Transport Damage
It is crucial to immediately report any visible transportation damage to the packaging to the courier who delivers the goods. The customer must report any transport damage within 24 hours of receiving the goods.
If you notice such damage, do not sign for the delivery or ask the courier to wait while you check if the damage to the packaging has resulted in damage to the product itself or loss of parts. If the product is not damaged and all parts are intact, sign for the delivery.
Complaints for Incorrect Information or Wrong Type of Goods
If you have received a package and, after opening the box, you found that the delivered goods do not correspond to the order or the information on the invoice is incorrect, please contact us by phone at / or send an email with your details (name, surname, phone number) to email@example.com and describe the problem. Alternatively, you can download the complaint form from the link at the end of this text, fill it out, and send it back to us along with the product. We will respond to your complaint by email as soon as possible by confirming receipt of the complaint and providing you with the number under which your complaint is recorded in the register of received complaints and inform you about further procedures. The response to the complaint will be provided within 8 days, and the resolution of the complaint within 15 days from the moment it is filed. Download the complaint form HERE.
REFUND OF FUNDS
Contact us by calling the contact phone number / or send us an email to the address: firstname.lastname@example.org with the information of your invoice/delivery note number, your JMBG (optional), the number of your dinar current account, and the name of the bank where you have the specified account.
Once you provide the necessary information, documentation will be created and forwarded to you via the email address you provided when creating the order, along with the procedure for the refund of funds.
Refunds are made exclusively through the above-mentioned method, by transferring the funds to a dinar current account, and sending money in cash through a courier is not possible.
In the case of returning the goods or refunding funds to a customer who previously made a payment with a payment card, partially or in full, regardless of the reason for the return, DJISTOREONLINE is obliged to make the refund exclusively via VISA, EC/MC, and Maestro payment methods. This means that the bank, at the request of the seller, will refund the funds to the cardholder's account. Ordered items cannot be sent to addresses other than those stated on the invoice or delivery note without prior contact and agreement with the operators in the Online shop. Any such package will be returned to the sender at the sender's expense.