1. Withdrawal from the contract (returning goods)
If you bought the goods as a private individual (consumer), you may withdraw from the contract within 14 days of the day you received the goods, without giving a reason.
How to withdraw
- Within 14 days, send us a withdrawal statement to jelena@ambalazerka-shop.rs. You can use the form on this page or write it in your own words.
- We confirm by email that we have received it.
- Send the goods to Jovana Kocića 8, 22303 Stari Banovci, Serbia, no later than 14 days after you sent the statement. Return them undamaged and unused. You can return them even if you have taken them out of the transport packaging; we do not take back packaging that has been used.
Costs and refund
- The buyer pays the cost of returning the goods.
- We refund the money to the buyer’s bank account, no later than 14 days after we received the withdrawal statement. We may wait until we have received the goods or proof that you have sent them. Please include your bank account details in the statement.
- We refund the price of the goods and the delivery cost you paid with the order.
- The buyer is liable for any loss in value if the goods were handled more than is necessary to inspect them.
When the right of withdrawal does not apply
- For goods made to your order, for example packaging printed with your logo or made in dimensions you specified.
- For purchases made as a company or sole trader. In that case a return is possible by agreement with us.
2. Withdrawal form
Complete this and send it to jelena@ambalazerka-shop.rs only if you want to withdraw from the contract:
To: S R Ambalažerka Vučković Duško preduzetnik, Jovana Kocića 8, 22303 Stari Banovci, Serbia, jelena@ambalazerka-shop.rs
I hereby give notice that I withdraw from the contract of sale of the following goods: ____________________
Order number: __________ Goods received on: __________
Name of the buyer: ____________________
Address of the buyer: ____________________
Bank account for the refund: ____________________
Date: __________ Signature (only if the form is sent on paper): __________
3. Complaints
If the goods are defective, are not what you ordered or arrived damaged, you can make a complaint. For consumers, we are liable for any lack of conformity that appears within two years of receipt.
How to make a complaint
We accept complaints at jelena@ambalazerka-shop.rs. Please include:
- the order or invoice number;
- a description of the defect, with photos if possible;
- what you are asking for: replacement, repair, a price reduction or a refund.
Deadlines
- We confirm receipt of the complaint by email.
- We reply within 8 days of receipt, with our decision and a proposed solution.
- We resolve an accepted complaint within 15 days of the day it was made.
- If the complaint is justified, we bear the costs of replacement and delivery.
Companies and sole traders must report visible defects within 8 days of receiving the goods.
4. If we cannot agree
A consumer who is not satisfied with our reply can turn to a consumer dispute resolution body or to the competent court.
Last updated: October 2026.