Complaints

Notice on the manner and receipt of complaints

When picking up the shipment, please check the package in the presence of the courier. If there is visible damage on it (torn parts, crushing), you should not pick up the shipment. In this case, please contact us via e-mail info@silverdreams.rs. We will inform you as soon as possible about the next steps.

If you have received the shipment, and after opening the box you find that the goods do not correspond to the ordered or the information on the invoice is incorrect, please contact us no later than 24 hours after receiving the shipment on info@silverdreams.rs.

Seller’s Responsibility

The seller is responsible for the non-conformity of the delivered goods with the contract in accordance with the Consumer Protection Act. A consumer is a natural person who purchases goods for personal use and not for professional or commercial activity.

The consumer declares a complaint about the non-conformity of the goods to the seller. The seller is responsible for the non-conformity of the goods in the event that they do not conform to the manufacturer’s specifications.

If the goods are not in conformity with the manufacturer’s specification, the consumer has the right to demand that all non-conformities be rectified free of charge – first by repair or replacement, and then by price reduction or termination of the contract. If remedying the lack of conformity is not possible or represents a disproportionate burden for the seller, the consumer may request a price reduction or termination of the contract.

The seller is obliged to carry out any repair or replacement within 15 days of receipt of the complaint, with minimal inconvenience to the consumer.

The seller is obliged to act in accordance with the decision and proposal for resolving the complaint, if he has previously obtained the consent of the consumer. The deadline for resolving the complaint is interrupted when the consumer receives a response and begins again when the seller receives the consumer’s statement (the statement must be given within 3 days). If the consumer does not respond, it will be considered that he does not agree with the seller’s proposal.

All costs necessary to bring the goods into conformity with the manufacturer’s specifications, including labor, materials, collection and delivery, shall be borne by the seller.

The consumer has the right to terminate the contract if it is not possible to exercise the right to repair or replacement, or if the repair/replacement is not carried out within the time limit or without significant inconvenience. A slight lack of conformity does not give the right to terminate the contract.

The seller is liable for non-conformity of the goods within 2 years from the transfer of risk to the consumer. If the lack of conformity occurs within 6 months of the transfer of risk, the consumer chooses between replacement, price reduction or termination of the contract; Repair is possible with the consent of the consumer. After 6 months, the non-conformity is proven by the consumer.

The consumer’s inability to deliver the original packaging cannot be a reason for rejecting a complaint.

Filing a complaint

The buyer may file a complaint due to non-conformity of goods, incorrectly calculated prices or other defects in the following ways:

1. By e-mail to info@silverdreams.rs
2. In writing to the address: Silver Dreams, Bulevar Despota Stefana 20, Belgrade
3. Permanent Record Carrier

The seller is obliged to receive the complaint and respond to the consumer within 8 days at the latest. The response must include a decision on whether the complaint is accepted, an explanation if it is not accepted, a proposal for resolution and a deadline within which the complaint will be resolved. Complaints can only be resolved with the prior consent of the consumer.

If the seller is unable to resolve the complaint within the agreed deadline for objective reasons, he is obliged to notify the buyer and obtain consent for an extension of the deadline. Extension is possible only once.

If the seller rejects the complaint as unfounded, the consumer has the right to an out-of-court settlement of the dispute. The seller is obliged to participate in the out-of-court settlement procedure through the competent authority.

List of bodies for out-of-court settlement: https://vansudsko.mtt.gov.rs/adrbodies

If the buyer does not accept the exchange of the item for another suitable product, the purchase price will be refunded.

Complaints regarding payment and refund

In the event of a complaint related to online card payment (incorrectly charged amount, double transaction, unsuccessful payment), the buyer is obliged to immediately contact the seller via e-mail info@silverdreams.rs.

Upon receipt of the complaint, the seller is obliged to check the transaction with the payment processor and the Bank.

In the event that the complaint is justified, the refund will be made exclusively by returning the funds to the same payment card with which the payment was made, in accordance with the rules of the card systems.

Refunds are not made in cash or to any other account.

The refund is made within the deadline prescribed by the Bank, usually up to 14 working days, depending on the refund processing process.

The seller does not collect, process or store customer payment card data. The transaction is carried out through a secure payment process, in accordance with the bank’s standards and PCI DSS rules.