Your rights as a consumer when shopping at www.esttherm.com – complaints, returns, and withdrawal rights in line with Serbian and EU law.
Welcome to Consumer Rights Protection
LUPUS 1204 operates in compliance with the Consumer Protection Act of the Republic of Serbia and applies all mandatory EU standards for online trade, safety, and trust.
Here you will find key information about:
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complaint rights
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return and exchange rights
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withdrawal (right of cancellation)
1. Complaint Rights
When can you file a complaint?
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Transport damage: Notify the courier immediately and request a damage report. Also report to us within 24h at info@esttherm.rs.
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Incomplete or wrong product: Report immediately after opening the package.
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Defective or physically damaged product: Submit description, photos, and invoice copy.
Resolution of complaints
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Response within 8 days of receiving complaint
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Resolution no later than 30 days
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Remedies include: repair, replacement, price reduction, or refund (in line with law)
2. Return of Goods
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Goods must be unused, undamaged, and returned in original packaging.
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In case of justified complaint – costs are borne by LUPUS 1204.
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In case of unilateral withdrawal – return costs are borne by the consumer.
Procedure
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Contact via email: info@esttherm.com or phone: +381 65 6002558
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Provide invoice and, if applicable, product photos
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Refund within 14 days of receipt and inspection
3. Right of Withdrawal (Cancellation)
Consumers have the right to withdraw from a distance contract within 14 days of delivery, without giving any reason.
How to exercise this right:
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Fill in the Withdrawal Form
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Send to info@esttherm.com
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Return product in original condition, unused, with all documentation
Refunds:
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Within 14 days of receipt of goods or proof of shipment
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Same payment method as originally used, unless otherwise agreed
Exceptions:
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Goods used or returned without packaging
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Goods made to customer specifications
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Opened audio/video/software products
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Digital content once download has started with prior consent
Contact for Consumer Protection
Email: info@esttherm.com
Phone: +381 65 6002558
Address: LUPUS 1204, Pionirska 15, 22330 Nova Pazova, Serbia
LUPUS 1204 respects all consumer rights and is committed to transparent and responsible online business.