Official complaints and claims procedure for online purchases at https://www.esttherm.com. Fully compliant with EU consumer law and Serbian Consumer Protection Act.
1. Transport Damage
Consumers must inspect packaging upon delivery. If visible damage exists, immediately notify the courier and request a written damage report.
If the courier refuses, the shipment should not be accepted.
Damage must also be reported to the seller within 24 hours at: info@esttherm.com
2. Incomplete or Wrong Item
If parts are missing or the wrong product was delivered, the consumer must report within 24 hours of receipt via email, preferably with:
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order number
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photos of the received product
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contact details
3. Product Defects or Physical Damage
If goods are defective (not transport-related), complaints can be submitted within 2 years of receipt, in accordance with EU Directive 2019/771/EU and Serbian law.
Recommended: notify within 24 hours for efficiency.
Complaints should include:
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problem description and photos
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order number and invoice copy
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contact information
4. Complaint Submission Channels
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Email: info@esttherm.com
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Phone: +381 65 6002558
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Post: Pionirska 15, 22330 Nova Pazova, Serbia
5. Resolution Procedure
The seller must respond within 8 days and resolve within:
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15 days for general goods
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30 days for technical goods and furniture
Possible remedies:
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repair
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replacement
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price reduction
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contract termination with refund
If the seller rejects the complaint:
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reasons must be explained
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consumer must be informed of ADR/ODR bodies: https://ec.europa.eu/consumers/odr
6. Logistics Partners
ESTTHERM works with FedEx/TNT and DHL. For justified claims of non-conformity, return shipping costs are covered by the seller, usually via AKS courier, subject to electronic authorization.
7. Return of Goods in Case of Valid Complaint
If the complaint is justified:
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return costs are borne by ESTTHERM
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goods must be returned in original packaging with all documents, unless technically defective
8. Complaint Records
All complaints are electronically recorded with:
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date of receipt
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resolution method
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response date
Records are kept in compliance with the Consumer Protection Act.
9. Consumer Rights
Consumers enjoy statutory conformity rights under Articles 52–59 of the Serbian Consumer Protection Law and EU Directive 2019/771/EU.
Complaints cannot be rejected if filed lawfully, regardless of the 24-hour recommendation (which applies only to transport damage).
10. Note
ESTTHERM commits to resolving complaints promptly, respecting all consumer rights under Serbian and EU law. Consumers are encouraged to document product condition (photos/videos) to expedite the process.