In order to protect its citizens, the state prescribes laws that guarantee the basic rights of consumers – the right to protection of health, safety and property interests, and ensures that they are implemented.
Citizens complain more and more that they are unable to replace a damaged technical device and that retailers reject their complaints or send them to service.
Many consumers do not even know that repairing the product, within two years from the moment of purchase, is only possible if the customer agrees to it.
The customer has the right to a refund, exchange for a new product or repair within six months of purchase. And, after six months from the purchase, up to two years, he has the right to a repair or replacement. During that period, the burden of proof is on the merchant. And, after six months from the purchase, up to two years, he has the right to a repair or replacement. The trader must accept the request if it is founded. If he refuses to do so, then the consumer should contact the market inspection.
Consumers often ask whether and under what conditions they can return or exchange goods that they bought by mistake, received as a gift, the color or size do not suit them, etc. In other words, consumers want to return or exchange goods that do not have any lack of conformity. The customer’s right to return/exchange goods (which have no damage) depends on the method of purchase, that is, it depends on whether the purchase was made in a retail outlet or was purchased remotely.
If the goods were purchased in the store itself, it is assumed that there was an opportunity to try and see the goods, so there is no legal obligation of the merchant in that case to make an exchange or refund. There are merchants who represent a positive example on the market, who give the consumer the opportunity to return the goods, but this is not prescribed by law, but is a matter of the merchant’s business policy. As a result of such legislation, a trend has developed of selling gift vouchers that can be purchased at a large number of retailers, when we want to give something to someone as a gift, but we are not sure about the size, color or taste of the person.
In contrast to the aforementioned, if the goods are purchased via the merchant’s website (caution, this does not apply when purchased from unregistered merchants who engage in illegal trade through social networks!) or in some other way, and outside the merchant’s business premises, the law provides a period of 14 days for returning goods. When returning goods purchased at a distance, no reason has to be given, and the only possible cost is the postal service fee. The postal service when returning the goods is paid only in the event that the merchant has informed us of this cost, and if not, that cost is borne by the merchant.
Instead of a conclusion
Let’s sum it up in numbers:
2 years – you have the right to repair and replace goods/services even though you do not have a warranty (complaint);
6 months – you have the right to exchange defective goods or ask for money back. In those six months, defective goods can be repaired, but only with your consent;
8 days – is the deadline in which the merchant must respond to the complaint;
14 days – you have the right to change your mind and return the goods without any explanation, but only if you bought them remotely (ordered the goods via the Internet, TV sales, catalogs, at a presentation or from a seller who appeared at your door);
14 days – days are the days in which the merchant is obliged to return the money to you for the returned goods that were purchased remotely;
15 days – deadline for resolving complaints (the exception is furniture and technical goods, when the deadline for resolving complaints is 30 days);
30 days – the period in which the merchant is obliged to deliver the purchased goods to you (unless otherwise agreed), otherwise he is obliged to return your money;
30 days – from the date of submission of the complaint is the deadline in which the merchant must resolve the accepted complaint when it comes to technical goods and furniture;
1 year – from the date of submission of the complaint to the trader is the deadline in which it is possible to submit a proposal for the initiation of out-of-court settlement of consumer disputes;
500 thousand dinars – court fees have been waived for all disputes whose subject matter does not exceed this amount.
Text about complaints about police work in Serbia you can read here.