Complaints are only possible with a fiscal receipt (certified MP invoice and certified invoice) and only in the store where the goods were purchased.
Complaint Procedure
- Filling out the complaint form: When filing a complaint, it is necessary to complete a complaint form.
- Testing and confirmation: After receiving the complaint form, our team will test the product and confirm the complaint with the manufacturer. This process takes up to 10 working days.
- Customer notification: Upon completion of the process, we notify the customer of the outcome of the complaint.
Approved Complaints
If the complaint is approved, we offer two options:
- Product replacement: You can exchange the product for a new one.
- Refund: We refund the amount in the same way the product was purchased. If the product was paid by card or bank transfer, the refund is made to the account. If paid in cash, the refund is given in cash.
Rejected Complaints
If the complaint is rejected, the item, along with the complaint form and fiscal receipt, is returned to the customer.
Common Mistakes and Solutions
- Inadequate vehicle information: If the customer provides incorrect vehicle information and receives an inappropriate part, and clearly explains the situation, we will replace the part without the complaint procedure.
- Expired replacement period: If the replacement period has expired, we fill out and reject the complaint form.
- Our mistake: If we send the wrong part due to our mistake, we cover the additional replacement costs.
- Customer mistake: If the wrong part is sent due to the customer’s mistake, the customer bears the additional costs.
You can submit a complaint within 14 days from the date of purchase via email or phone call.
📞 Contact phone: +381 65 9629 621
✉️ Contact email: info@worldoforient.org