Within 14 (fourteen) business days of the date of delivery of a product, the Registered User is entitled to file a complaint concerning the product purchased or to return a product, if at the time of takeover of the product he establishes defects on the product or if the delivered product is not func-tional. Based on a request for return or replacement, MaSi company j.d.o.o. shall refund the amount paid to the account of the Registered User stated in the request, or replace the product with a new one within 30 (thirty) days of the date of receipt of a returned product to the address stated on the complaint form.

The Registered User shall announce the return of products purchased in the complaint form after access to the WEB SHOP Service by using his user name and password, entering his personal data and other data connected with the purchase.

Delivered products shall be returned by delivery to the address Registered User stated in the complaint form. The cost of returning a product is borne by the Registered User.

The Registered User is obliged to return the product delivered in the condition in which it was delivered (unworn) and in its original packaging (commercial packaging in which the product was delivered) with enclosed invoice.

If it is established beyond doubt that a complaint regarding a particular product is not justified or that the defects occurred as the result of inadequate handling or use, MaSi company j.d.o.o. is not obliged to make a refund or provide a replacement. The product returned under complaint shall be returned to the Buyer at his/her cost, with a written statement of reasons for denial of the request for return or replacement.

If the request for a refund or replacement is justified, the cost of redelivering the product shall be borne by MaSi company j.d.o.o..

If a mistake should occur during the packing of ordered products and the Buyer does not re-ceive the product he/she ordered, but some other product, he/she shall report the mistake by using the complaint form within 7 (seven) business days. In such case, the User must return the product which was wrongly delivered at the cost of MaSi company j.d.o.o., which undertakes to deliver the ordered product or make a refund (in line with the request of the User) within 15 (fifteen) days of the day on which the wrong article was received.

If the User does not receive the product he ordered and paid for, he shall report it within 7 (seven) calendar days of the expected arrival of the ordered product in the complaint form or through contacts published on the Website. MaSi company j.d.o.o. shall establish within the said term what happened to the parcel referred to in the complaint, and inform the User of actions taken further to the complaint.

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