The consumer has the right to file a complaint in accordance with the provisions of the Consumer Protection Act and the Rulebook on the Procedure and Method of Resolving Consumer Complaints on Goods.

By signing the delivery note upon receiving the package, the consumer confirms that the goods have been received in proper condition. M-One courier service provides a 24-hour period for complaints in case the shipment’s contents are damaged or incomplete, starting from the moment the consumer receives the package.

The law does not provide for the return of the following goods: goods subject to deterioration in quality or having a short shelf life, sealed goods that cannot be returned for health or hygiene reasons and that were unsealed after delivery.
The consumer can submit a complaint for products purchased on the website to PRODUŽI ŽIVOT D.O.O. by sending an email to [email protected].

The mandatory content of the complaint request includes the transaction number (shipment number received in the confirmation email) and the invoice number related to the transaction. PRODUŽI ŽIVOT D.O.O. will confirm the receipt of the complaint electronically or in writing and will provide a reference number for the complaint in the record of received complaints. The company will respond to the complaint in accordance with legally defined deadlines (within 8 days from the date of the complaint submission) by sending a complaint form to the email specified by the consumer as a contact, which will also contain the decision of PRODUŽI ŽIVOT D.O.O. on further action regarding the complaint.

The deadline for resolving complaints cannot exceed 15 days, or 30 days for technical goods, from the date the complaint was submitted. The deadline for resolving the complaint is paused when the consumer receives a response from the seller and resumes when the seller receives the consumer’s reply. The consumer must respond to the seller’s reply within 3 days of receiving it. If the consumer does not respond within 3 days, it will be assumed that they disagree with the seller’s proposal.

If PRODUŽI ŽIVOT D.O.O. is objectively unable to meet the consumer’s request within the agreed timeframe, it is obliged to notify the consumer of the extension of the complaint resolution period, specify a new deadline for resolving it, and obtain the consumer’s consent. An extension of the deadline can only occur once.

If the seller rejects the complaint:

• The seller is obliged to provide appropriate notification to the consumer (explanation for rejecting the complaint).
• The seller must inform the consumer about the possibility of resolving the dispute out of court and the competent bodies for out-of-court consumer dispute resolution.

If the consumer received a warranty for the purchased product and the complaint is filed after two years from the date of purchase, the consumer must file the complaint with the warranty provider.

PRODUŽI ŽIVOT D.O.O. is obliged to deliver goods that conform to the contract. PRODUŽI ŽIVOT D.O.O. is responsible for non-conformity of goods with the contract that appears within two years from the date of risk transfer to the consumer.

If non-conformity occurs within six months from the date of risk transfer to the consumer, it is assumed that the non-conformity existed at the time of the risk transfer unless this is inconsistent with the nature of the goods or the specific non-conformity.

In the case of established non-conformity and acceptance of the complaint, the consumer has the right to choose between the following remedies:

• Rectification of the non-conformity free of charge by repairing or replacing the purchased goods with new goods of the same brand (model/type), or
• A price reduction or contract termination and refund of the paid purchase price, in the amount of the retail price of the goods on the day of purchase – provided that rectification of the non-conformity is not possible or has not been carried out within a reasonable time or cannot be done without significant inconvenience to the consumer due to the nature of the goods and their intended purpose, or if repair or replacement would impose disproportionate costs on the seller.

The consumer has the right to request replacement, an appropriate price reduction, or to terminate the contract for the same or another non-conformity that appears after the first repair, and a second repair is only possible with the explicit consent of the consumer. Considering the nature of the goods and the purpose for which the consumer purchased them, the repair or replacement must be carried out within a reasonable time, without significant inconvenience to the consumer, and with their consent. If non-conformity appears within six months from the date of risk transfer to the consumer, rectification by repair is possible only with the explicit consent of the consumer. All costs necessary to bring the goods into conformity with the contract, particularly labor, materials, and delivery costs, are borne by the seller. The consumer cannot terminate the contract if the non-conformity of the goods is insignificant.

In the event of a complaint due to non-conformity, the consumer can return the goods at the seller’s expense using M-One courier service, with which we have a contractual relationship.

RECTIFICATION OF NON-CONFORMITY AFTER THE LEGAL PERIOD
After the legal period of conformity of the goods (2 years), the consumer is responsible for sending the goods to the service center. In this case, the consumer bears the costs of sending and receiving the goods, as well as the repair costs. A list of service centers is provided with the product documentation, and some manufacturers only provide information about the central authorized service, which will then direct the consumer to the nearest authorized service center.
PRODUŽI ŽIVOT D.O.O. will gladly assist consumers by providing information about available service centers after the legal conformity period expires.