Dear visitors of the slagalica.me online store! This document explains the procedure for complaints, returns of goods, refunds, exchanges, and withdrawal from a distance contract, in accordance with the applicable regulations of Montenegro.

1. How you become a customer

By confirming an order on slagalica.me (clicking the “Confirm order” button), the visitor accepts these terms and becomes a customer.

2. Complaints

Please check the parcel in the presence of the courier/postal worker.

If there is visible damage to the packaging (torn packaging, dents, signs of opening), we recommend that you do not open the parcel and refuse delivery. Contact us immediately at +382-69-296-654 or by e-mail at info@slagalica.me (full name, phone number, order number, reason for refusal).

If the parcel is undamaged from the outside, but after opening you find that the goods are damaged, do not match the order, or the invoice/receipt data does not match the goods, please contact us no later than 3 business days from receipt (phone +382-69-296-654 or info@slagalica.me). In your message, include the order number and describe the issue; if possible, attach photos.

We respond to every valid complaint as soon as possible, and no later than 3 business days from receiving the complaint in written/electronic form, and we inform you about the next steps.

If a manufacturing defect is discovered in the purchased goods, contact us as soon as you notice it. Customer rights regarding non-conformity are exercised in accordance with the law.

3. Out-of-court consumer dispute resolution

The customer (consumer) has the right to attempt to resolve a dispute with the seller through out-of-court proceedings, in accordance with the law. Such proceedings may be initiated exclusively by the consumer, before the competent body/commission for out-of-court consumer dispute resolution (e.g., within the Chamber of Economy/Chamber of Commerce and Industry of Montenegro), if the complaint is rejected or the dispute is not resolved by agreement.

4. Return of goods and refunds

In the case of a justified return of goods or withdrawal from the contract, the customer has the right to a refund of the paid amount or an exchange, in accordance with this policy and applicable regulations.

We issue refunds without undue delay and no later than the period prescribed by law (no later than 14 days) from the day we received notice of withdrawal/return. We may withhold the refund until we receive the goods back or until the customer provides evidence that the goods were sent back (whichever occurs first).

Return shipping costs are borne by the customer, except when the customer receives defective or incorrectly delivered goods.

5. Refund method

For a refund to a bank account, the customer must provide bank account details (IBAN or account number) by phone or e-mail.

If payment was made by card, the refund is issued exclusively to the same card/card account used for payment (VISA/MasterCard/Maestro), regardless of the reason for the refund.

6. Exchange of goods

If you wish to exchange for another item, contact us at +382-69-296-654 or info@slagalica.me. The goods for exchange must be properly packed and returned with the invoice/receipt.

If the exchange is due to the customer’s incorrect choice, delivery and return costs are borne by the customer according to the carrier’s price list. If the exchange is due to the seller’s mistake (damaged or wrong goods), the seller bears the costs.

The exchange deadline is up to 7 business days from the day the goods are received in the seller’s warehouse, i.e., from the moment the exchange conditions are met and the replacement item is available.

7. Withdrawal from the contract (distance selling)

The customer has the right to withdraw from a distance contract without stating a reason within 14 days from the day the goods were delivered to the customer or to a third party designated by the customer (who is not the carrier).

If the goods are delivered in several shipments, the period starts from the day of receipt of the last shipment.

The customer communicates the withdrawal by sending a withdrawal statement. The statement form is available on the website under “Returns / Withdrawal”. One copy should be enclosed with the returned goods, and another should be sent to info@slagalica.me (scanned) or by post to: 85320, Trg Magnolija, 3B/L2S, Tivat, Montenegro.

Returned goods must not be damaged or excessively used. The customer is liable for any diminished value if the goods were used beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

The customer must return the goods without undue delay and no later than 14 days from the day the withdrawal notice was sent, unless the seller offered to collect the goods.

8. Contact

• E-mail: info@slagalica.me
• Phone: +382-69-296-654