RIGHT TO WITHDRAW THE ONLINE CONCLUDED CONTRACT – UNILATERAL TERMINATION
In accordance with the Consumer Protection Law (hereinafter referred as: the Law), the purchase through our website is considered as sale by concluding an online contract, i.e. a contract concluded outside the business premises of the trader.
In accordance with the Law, for the online concluded contract, the buyer, who is considered a consumer (natural person who buys a product to satisfy its individual needs, and not to perform professional activities), has a period of fourteen (14) days for withdrawal from the online concluded contract or for a contract concluded outside the business premises. When withdrawing, the buyer may, but does not have to, state the reasons for the withdrawal.
The form - The statement for withdrawal from the online concluded contract shall be sent to e-mail: info@pandorashop.mk or to the address of the seller:
SF1 KLIPS LTD Skopje – Internet Shop Pandora Skopje
St. Marshal Tito no.45 Skopje
In the case when the consumer withdraws from the contract, the consumer has the right to reimburse the payments or to replace the product with another product.
The seller undertakes to reimburse all payments received by the consumer, including shipping costs, without undue delay, when he receives or takes over the goods that the buyer returns, and in any case, within fourteen (14) days from the day he is notified of the consumer's decision to withdraw from the contract.
The seller is not obliged to reimburse the additional costs, when the consumer has clearly decided on one type of delivery, except the cheapest standard delivery offered by the seller.
The seller may refrain from returning the money until he receives the goods or until the consumer submits proof that he has returned the goods.
The buyer is obliged to return the product without delay, but not later than fourteen (14) days from the day of submitting the statement for withdrawal of the online concluded contract. Before returning the order, contact us at info@pandorashop.mk to receive instructions on the address to which you should send the goods whose purchase you are canceling. After the expiration of fourteen (14) days from the day when the statement for withdrawal of the online concluded contract was submitted, the product can no longer be returned.
When returning the goods, it must be returned in good and unused condition and in the original undamaged packaging which must be accompanied by the original invoice or fiscal bill, together with the completed statement for withdrawal of the online concluded contract, which can be downloaded here.
Upon receipt of the product, it will be determined whether the product is correct and undamaged. The buyer is responsible for any defects or damage to the product resulting from improper handling of the product, i.e. the buyer is solely responsible for the reduced value of the product that occurs as a result of handling the goods in such a way that it is not appropriate, i.e. exceeds what is necessary to determine its nature, characteristics and functionality. If it is determined that damage has occurred, or the product is damaged, through the fault of the buyer, a refund will be deducted and the product will be returned at his expense.
The costs and the returning funds for the goods returned shall be borne by the buyer, unless the buyer receives a defective or faulty product.
In the event of a withdrawal from a online concluded contract, “Pandora” accepts return only on products that are brand new and in original condition and packaging, together with the fiscal bill or invoice. In such circumstances, “Pandora” will refund the amount of the returned items when it receives or takes over the goods that the buyer returns, and no later than fourteen (14) days from the day the seller is notified of the consumer’s decision to withdraw from the contract.
The statement for termination of the online concluded contract can be downloaded here.
Notice of the method and receipt of complaints
When picking up the shipment, please check your package in the presence of the courier. If there is visible damage to it (scratches and crumbs), you do not need to lift the package. In this case, please contact us at info@pandorashop.mk. We will inform you about further action as soon as possible.
If upon receipt of the order you find that the delivered products or items are not in accordance with the order made or the invoice information is not appropriate, please, no later than 24 hours from the moment of receipt of the shipment, contact us at info@pandorashop.mk
The seller is responsible for the inadequacy of the delivered goods, in accordance with the contract in accordance with the Consumer Protection Law and the Law on Obligations.
Seller is a legal entity or natural person from whom the consumer bought goods.
Consumer is any natural person who buys products or uses services for direct own consumption, in the business premises of the trader, outside the business premises, as well as with distance contracts for purposes that do not fall within the scope of his commercial, economic, craft or professional activity.
The consumer submits a complaint or complaint to the seller.
The seller is responsible for any inadequacy of the purchased goods if the goods do not meet the manufacturer's specifications.
If the goods do not comply with the manufacturer's specifications, the consumer has the right to ask the seller to eliminate all defects and non-conformities free of charge, first of all, by repairing or replacing the product, and then to ask for a proportional price reduction or termination of the contract.
The seller is obliged to repair and replace the product within a reasonable time, depending on the type of product and without creating significant inconvenience to the consumer, and no later than 30 days from the moment of submission of the request by the consumer, by taking into account the nature of the goods and for the purpose for which the consumer procured them.
All costs necessary to meet the manufacturer's specifications, in particular the cost of labor, materials, assembly, and delivery, are borne by the seller.
The consumer has the right to terminate the contract, if he/she cannot exercise the right to a repair or replacement, if the seller did not repair or replace the product within the deadline, or if the seller did not repair or replace the product without significant inconvenience to the consumer. The consumer cannot terminate the contract if the non-conformity of the goods is insignificant.
The seller is responsible for the defects of the products from the contract if they are discovered after the transfer of risk to the consumer, provided that the consumer notifies the seller of the visible defects within eight (8) days from the day of their discovery. The period of six months is a period of six months from the date of delivery of the product, i.e. the date is calculated from the date of delivery of the products, i.e. from the receipt of the goods, which is the date of the invoice in the delivery / fiscal bill signed by the consumer if it’s regarding online shopping of goods or outside the business premises of the seller.
The consumer has the right to request free removal of the defects, replacement of the product with another suitable product, proportional reduction of the selling price or termination of the contract, unless this is contrary to the nature of the goods and the nature of the specific defect or, if the product defects are caused by a violation of the rules of use and storage by the consumer, by third parties or by force majeure.
The inability of the consumer to deliver the original packaging cannot be a condition for the resolution of a complaint or the reason for refusing the elimination of a non-conformity.
The buyer can file a complaint for fulfillment of his rights due to non-compliance of the goods with the contract, as well as due to incorrectly calculated price and other deficiencies, by sending an e-mail to the seller's e-mail address: info@pandorashop.mk or in writing, at the address: "SF1 Klips" DOOEL Skopje, St. "Ljubljanska" No. 4 - U 121, Skopje.
The seller is obliged to respond to the consumer in writing or electronically, without delay, and no later than 30 days from the date of receipt of the complaint, with a response to the submitted request and a proposal for its resolution.
If the seller for objective reasons is not able to fulfill the request of the buyer at the agreed time, he is obliged to inform the buyer about the extension of the deadline for resolving the complaint and state the deadline within which he will resolve it, as well as to obtain consumer’s consent which the buyer will give as soon as possible. Extending the deadline for resolving complaints is possible only once.
If the buyer does not accept the replacement of the product for another, suitable one, the buyer will be refunded the amount he paid to the seller for that product.
You can fill out a complaint form here.
