Policy on the procedure and method for resolving complaints

With this policy, Alfa Stampa d.o.o., hereinafter referred to as the seller, defines the manner, conditions, and procedure for resolving customer complaints due to defects in a purchased product through the www.alfastampa.rs website, as well as the seller's powers, obligations, and responsibilities regarding the customer's right to complain.

For the purposes of this policy, a customer is any person who purchases products online on the www.alfastampa.rs website for personal needs or the needs of others.

Complaints may be submitted only if the order is incomplete, the item is damaged, or it does not match the order specification.

The customer has the right to complain about a purchased product due to defects that occurred no later than two working days after the material was received. After this period, the customer loses the right to submit a complaint.

A complaint request can be sent by email to office@alfastampa.rs. When submitting a complaint request, the customer is obliged to:

• state the reasons for the complaint and the desired method of resolution;
• in the case of reprinting the material, return the product being complained about to the seller's address, in which case the seller pays the delivery costs.

The customer does not have the right to complain if:

• missed the deadline for submitting the complaint defined in this policy;
• the defect in the purchased product occurred due to their own fault or the fault of others;
• changed their decision about the selected product.

The validity of the complaint request is determined by an authorized employee, who informs the customer within 7 working days from the date of receipt.

If the complaint is justified and accepted by the seller, the customer has the right to choose:

• reprinting the purchased product;
• a refund of the amount paid according to the attached invoice;
• repair of the product defect, if possible.

In the event of returning goods and a refund, the money will be paid to the customer's bank account.

Refunds are made exclusively in the ways listed above, and it is not possible to send cash by courier.