REFUND & EXCHANGE
Return / exchange of Goods.
1.1. Rules for the return of Goods of proper quality.
In accordance with the Law on Consumer Protection, published in the Official Gazette of Montenegro № 2/2014, № 6/2014 – corr., № 43/2015, № 70/2017 and № 67/2019, the Customer has the right, without giving reasons, to unilaterally terminate the contract concluded outside the Merchant’s business premises or concluded remotely (online) within 14 (fourteen) days from the day of delivery of the goods to the Customer or to a third party designated by the Customer, who is not the carrier. The Contractor is not liable in case of non-return of funds by the Seller due to the passing of return limit term of the Goods by the Buyer.
Return is possible if the specified product is unworn, its presentation, consumer properties, factory labels and tags are preserved, and there are no traces of use.
Please note that in accordance with paragraphs 3, 5, 9, 11 of the "List of non-food products of good quality that are not subject to return or exchange for similar goods of other size, shape, dimension, style, color and configuration", in particular hosiery, sewing and knitted underwear products are non-refundable and non-exchangeable.
The costs of the delivery of the goods upon return shall be borne by the Customer and shall be calculated in accordance with the amount of costs incurred during delivery to the Customer, if those costs were borne by the Merchant, and deducted from the total amount paid, and the remainder of the amount shall be paid to the Customer’s bank account from which the payment was received, when it is established that all the above conditions have been met.
1.1.1. In case of refusal of the Consumer from the goods of proper quality purchased by him before its transfer to the Consumer, the Seller undertakes to return the money paid for the Goods to the Consumer, except for cases when the goods having individually defined properties can be used exclusively by the Consumer purchasing it.
1.1.2. In the case specified in clause 1.1.1 of these Terms and Conditions of Return of Goods, the Consumer's refusal of the Goods is carried out directly in the interface of the corresponding Order on the Website WOSK1147.com (in the Consumer's personal account) or by informing the Contractor's Customer Service by phone or e-mail.
In the case specified in clause 1.1.1 of these Terms and Conditions for the Return of Goods, the Seller is obliged to return the amount of money paid by the Consumer for the Goods within the time limits provided for by consumer rights legislation, but in any case no later than 14 calendar days from the date of receipt of the Goods returned by the Consumer to the Warehouse.
1.1.3. Taking into account the specifics of made-to-measure Goods, the Seller does not accept the return of customized products. If the Goods were delivered in a damaged condition, please contact the Customer Service of the Contractor, and the Order will be treated on an individual basis. Please note that the production and delivery of made-to-measure Goods takes a certain amount of time.
1.2. The priority of WOSK1147 is the trust of Customers, so for your convenience, it is possible to exchange Goods of proper quality, with the exception of made-to-measure Goods. The Buyer has the right to make a request to exchange the Goods purchased from the Customer for the Goods with the same Goods number specified on the Website WOSK1147.com. The exchange of Goods is made by returning to the Seller's Warehouse the Goods of proper quality that did not fit the Buyer within 14 days from the date of delivery of the Goods to the Buyer.
The exchange of non-food goods of proper quality is carried out if the specified product was not in use, its presentation, consumer properties, seals, factory labels are preserved, and there is also a sales receipt or cash receipt or other document confirming payment for the specified product.
Then, the Seller decides on the possibility of exchanging the Goods by notifying the Customer Service of the Contractor about the availability of Goods with suitable parameters (size range, color scheme). In the User's personal account, a message appears about the possibility of exchanging the Product. If the Goods are not available and / or cannot be manufactured, the Seller notifies the Customer Service of the Contractor, after which the Contractor informs the Buyer that it is impossible to exchange the Goods. The money for the Goods is returned to the Buyer within 3 (three) calendar days from the moment the Seller informs the Buyer that it is not possible to exchange the Goods.
1.3. Return/exchange of Goods of inadequate quality/incomplete Goods.
1.3.1. In case of shipment to the Consumer of Goods of inadequate quality (including incomplete goods) Seller must comply with the requirements provided for by the Law of the Montenegro "On Consumer Protection" and the Civil Code of the Montenegro.
1.3.2. Refund to the Consumer (in whole or in part) in cases related to the sale to the Consumer of Goods of improper quality (including incomplete Goods), is carried out in accordance with the procedure provided for in paragraph 2 of these Terms and Conditions.
2. Refund policy.
2.1. In the event that Buyer refunds Consumer in connection with the sale of Goods of inadequate quality or for reasons related to the provision of incomplete or inaccurate information about the Product, the Seller is obliged to pay the Consumer, in addition to the amount of money paid by the Consumer for the Product, the amount of expenses incurred by him in connection with the purchase of the Product, which consists of the cost of services for the delivery of this product to the Consumer (determined according to the information at the site WOSK1147.com about the specified Order), as well as the Consumer's expenses for the delivery of such Goods to the Seller (determined according to a copy of the receipt for payment for Mail services or Courier services provided by the Consumer).
2.1.1. The amount of the specified expenses is subject to transfer by the Seller to the Contractor's settlement account on the basis of the invoice issued by the Contractor within 3 (three) banking days from the date of the invoice, or the specified amount may be withheld by the Contractor when transferring Consumer funds to the Seller in the framework of other Orders made to the Seller on the Website WOSK1147.com
2.2. The amount of funds transferred by the Contractor to the Consumer in accordance with paragraphs 2.1 and 2.2 of these Terms and Conditions is subject to withholding by the Contractor when transferring Consumer funds to the Seller in the framework of other Orders made in the store on the Website WOSK1147.com, or, if the corresponding amount was not withheld by the Contractor, the Customer transfers the amount of such debt to the Contractor's current account within 10 banking days from the date of the invoice issued by the Contractor for payment of the amount of the specified debt.
2.3. Unless otherwise provided in clause 3 of this document, the basis for the return of the money to be refunded by the Contractor to the Consumer is an order (instruction) of Seller, carried out by sending a notification to the Contractor about the decision made, about the refund.
In the absence of a response from the Seller at the request of the Consumer, information about which was brought by the Contractor to the Seller (or received by the Seller) in the manner and terms provided for in clause 4. of these Terms and Conditions, the Seller's order (instruction) to transfer to the Consumer the amount of funds determined in accordance with clauses 2.1 and 2.2 of this Terms and Conditions.
3. Arbitration
3.1. If the Consumer is not satisfied with the decision made by the Seller in connection with the Seller's violation of the terms of the purchase and sale agreement concluded with the Consumer (including the transfer of low-quality/damaged/incomplete Goods, problems with the exchange/return of Goods, etc.), to help resolve the Consumer's claim, an arbitrator of the Contractor's quality control service (Arbitrator) is involved.
3.2. The Customer is obliged to immediately provide the Arbitrator with the documents requested by him for the purpose of making a decision on the claim, and information concerning the Goods sold to the Consumer. The Seller's failure to provide the requested documents to the Arbitrator may be the basis for the Arbitrator's decision on the claim in favor of the Consumer, in particular if the absence of violations of the terms of the contract of sale with the Consumer on the part of the Seller cannot be confirmed by the availability of other documents/information provided to the Arbitrator.
3.3. The approximate period for consideration of the claim by the involved Arbitrator is 10 calendar days. The specified period may be extended by the decision of the Arbitrator in the absence of the necessary documents/information provided by the Consumer and/or the Seller.
3.4. Based on the results of considering a claim that has not been settled by the Consumer with the Seller, the Arbitrator makes a decision in favor of the Seller or the Consumer, guided by the documents and information provided by the parties during the consideration of the claim, as well as other information available to the Arbitrator on the relevant Order.
3.5. The Seller is obliged to execute the decision made by the Arbitrator based on the results of consideration of the claim, if the decision is made in favor of the Consumer.
3.6. Consideration by the Arbitrator of disagreements between the Consumer and the Customer does not deprive them of the possibility of resolving the dispute by other means provided for by law.
3.7. If the Arbitrator makes a decision in favor of the Consumer, the Seller's order to transfer to the Consumer the funds paid by him for the Goods, as well as the Consumer's expenses determined in accordance with clause 2.2 of these Rules, is considered to be provided to the Contractor. At the same time, all disputes arising between the Contractor and the Seller regarding the decision of the Arbitrator are resolved directly between the Contractor and the Seller and do not affect the validity of the order for the transfer of funds to the Consumer provided in accordance with this clause.