When receiving your package, please visually inspect it in the presence of the courier. If the package shows visible damage (such as torn parts or dents), you should refuse to accept it. In this case, please send us an email with your details (name, surname, phone number) to onlinekupovina@babytextil.rs, stating the reason for refusing the package, or call us at +381 11 2137235 or +381 35 8232007. We will inform you about the next steps as soon as possible.
If you have accepted the package but, upon opening, find that the delivered goods do not correspond to your order or the invoice details are incorrect, please contact us within 24 hours of receiving the shipment. You can do so by sending an email with your details (name, surname, phone number) to office@babytextil.rs or by calling +381 11 2137235 or +381 35 8232007. We will inform you about further procedure in writing or electronically within 8 days. The complaint resolution period is 15 days from the moment the complaint is filed.
The complaint resolution deadline is paused when the consumer receives the seller’s response and starts anew when the seller receives the consumer’s reply to that response. The consumer must respond to the seller’s reply within 3 days of receipt. Failure to respond within this time will be considered disagreement with the seller’s proposal.
If inconsistencies arise with the purchased product under the Consumer Protection Act, please notify us at office@babytextil.rs.
If the product is in order but the consumer wishes to withdraw from the contract for any reason, they may return the product within 14 days of delivery. The consumer has the right to a refund of the purchase price but bears the costs of returning the product.
Consumers have the right to claim conformity for up to two years.
If the complaint is approved due to non-conformity, the consumer may send the goods back at the seller’s expense, using the Post Express courier service, in accordance with the agreement between Textil d.o.o. and Post Express.
Consumers do not have the right to claim if the defect arose due to their fault, physical-chemical damage during use, or improper maintenance of the goods.
In case of complaint rejection, the seller is obliged to:
Provide an appropriate explanation for the rejection.
Inform the consumer comprehensively about the possibility of resolving disputes out of court, including competent bodies for extrajudicial resolution of consumer disputes.
By confirming the order (clicking the CONFIRM button), you agree to the terms of complaints.
According to the Consumer Protection Act (Official Gazette RS No. 88/2021), you have the right to resolve consumer disputes extrajudicially as per Article 12, Paragraph 1, Item 9.
As a seller, we are obliged to issue you a written or electronic confirmation of your complaint receipt without delay, including the registration number of your complaint in our records.
Complaints are kept for at least two years from the date of filing.
If you purchased goods from our online store and have complaints or objections, you can contact us at any time at:
onlinekupovina@textil.rs
Consumer disputes can be resolved via an out-of-court procedure. As a seller, we are obliged to participate in this procedure. It is conducted transparently, efficiently, quickly, and fairly by the designated body, publicly listed by the Ministry and available at: https://vansudsko.must.gov.rs/adrbodies
The procedure can be initiated by the consumer only if a prior complaint or objection was filed with the seller. The consumer loses the right to initiate this procedure if more than one year has passed since the unsuccessful complaint. The procedure lasts no longer than 90 days from the date of submission.
Out-of-court dispute resolution does not apply to:
Consumer disputes governed by special laws regulating out-of-court dispute resolution, especially in areas like electronic communications, postal services, financial services (except financial contracts), and travel services.
Disputes resolved by procedures established by the seller itself.
Direct negotiations between consumer and seller.
Attempts of mediation in court proceedings.
Proceedings initiated by the seller against the consumer.
Each party bears their own costs (representation, travel, etc.). The operation of the out-of-court dispute resolution body is free of charge for the parties.
