Consumers have the right to withdraw from a distance sales contract within 14 days, in compliance with Serbian Law and EU Consumer Rights Directive.
Consumer Right of Withdrawal
The customer has the right, without giving any reason, to withdraw from a distance contract within 14 days from the day the goods were received by the customer or by a third party authorized by the customer (not the carrier).
Withdrawal is exercised by submitting the Withdrawal Form, which can be sent electronically to: info@esttherm.com
Return of Goods
Goods must be returned no later than 14 days from the date of sending the withdrawal form.
The customer bears the direct costs of returning goods, unless otherwise agreed.
Returns are made to the address agreed with LUPUS 1204 via email communication.
Condition of Returned Goods
Returned goods must be:
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undamaged and unused
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in original, undamaged packaging
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with all accompanying parts and accessories
If goods are not returned in the condition they were delivered, LUPUS 1204 reserves the right to reduce the refund proportionally to the diminished value.
Refunds
LUPUS 1204 must refund all payments, including basic delivery costs, no later than 14 days after receiving the withdrawal notice.
Refund may be withheld until goods are returned or proof of shipment is provided.
Refunds are made by the same payment method used by the customer, unless expressly agreed otherwise:
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Online card payment: refund to the same card (Visa, MasterCard, Maestro)
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Bank transfer: refund to the same account used for payment
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Cash on delivery: refund to the bank account specified in the withdrawal form
Withdrawal Form and a copy of the invoice must always be provided.
Responsibility for Diminished Value
The customer is responsible for any diminished value of goods resulting from handling beyond what is necessary to determine nature, characteristics, and functionality.
Exceptions
The right of withdrawal does not apply to:
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goods produced to customer specifications or custom-made
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goods inseparably mixed with other items after delivery
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goods opened from original packaging for hygienic reasons (e.g. headphones, shavers)
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digital content not supplied on a tangible medium once downloading has begun with prior consent
Notifications
Customers will be informed by email:
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upon receipt of returned goods
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upon completion of refund
Legal Basis
These rules are in accordance with Articles 33–35 of the Consumer Protection Law of the Republic of Serbia for Serbian consumers and with EU Directive 2011/83/EU for EU consumers.
Contact
ESTTHERM™ – LUPUS 1204
Pionirska 15, 22330 Nova Pazova, Serbia
Email: info@esttherm.com
Phone: +381 65 6002558