Helena Scrittore pays exceptional attention to the quality of its products. However, if you have any complaints, we are here to resolve them in the most efficient manner possible.
Note: Product photos are for illustrative purposes only and may not always correspond entirely to the actual products. Due to the individual adjustment of monitors or display settings on mobile devices, we cannot guarantee complete color consistency of our products with what users (consumers) see on their monitor or mobile device screens. Please note that in such cases, complaints are not justified.
Complaint Procedure
If you have a complaint, grievance, objection, or wish to return a purchased item, the procedure is simple:
- Please contact us via email at info@helenascrittore.com, providing a justification for why you are complaining about the product purchased from us. Please attach a scanned copy of the receipt / delivery note you received with the product.
- You will receive a confirmation of receipt from us along with a reference number registered in our system. This is the number to track the status of your complaint.
- Your complaints will be processed promptly, and we will inform you of the decision regarding your complaint via the email address from which you submitted the complaint.
- Please respond via email to our proposed solution for the complaint. Upon receiving your response, our operator will inform you of the remaining steps for the successful resolution of the complaint.
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After you return the item for which you have lodged a complaint, we will send you either a repaired item, a new correct item, or a replacement item you have chosen, or the correct size if you received a wrong size, or if the item is no longer available, and you do not wish to receive another item from our range, we will issue a refund.
Personal return to any of the Helena Scrittore retail stores is only possible if you wish to exchange your item for the same item in a different size.
Complaints are not possible for products made to your measurements (for products for which you provided us with measurements via our body dimensions form). Each product made to the customer’s measurements will be recorded with the exact measurements provided by the customer.
Conditions for filing a complaint or grievance
You have the right to file a complaint, grievance, or objection in the following cases:
- If you received a shipment and upon opening the box found that the delivered goods do not correspond to the ordered ones in terms of type, quantity, or size.
- In case the accompanying documentation (invoice) is not appropriate in any segment.
- If it is clearly visible that the product has a defect and the defect did not occur due to improper use or handling in accordance with the instructions in the accompanying declaration but rather due to an error in production, packaging, or transportation.
- In case of non-conformity within the meaning of Article 52 of the Consumer Protection Act, and you, as the buyer, have behaved with the product in accordance with the rules defined in the declaration of each individual product. In the event of a complaint due to non-conformity, the consumer may send the goods at the expense of the trader by courier service Post Express with which we have a contractual relationship.
Please contact us within the shortest possible time but no later than 48 hours from the moment of receiving the shipment to report the complaint. You can contact us via email at info@helenascrittore.com or call us at +381 69 55 779 00 from 10:00 to 20:00 on weekdays.
Important: By confirming the order, clicking the CONFIRM button, you agree to the terms of the complaint.
OUT-OF-COURT DISPUTE RESOLUTION NOTICE
Consumer disputes can be resolved through out-of-court dispute resolution. Helena Scrittore is obliged to inform its clients that, by law, we are required to participate in this procedure. Out-of-court resolution of consumer disputes is conducted in a transparent, efficient, fast, and fair manner before the body for out-of-court resolution of consumer disputes. The Ministry compiles a list of bodies and publishes it publicly. It is available at vansudsko.mtt.gov.rs.
Each party in the out-of-court resolution of a consumer dispute bears its own costs (representation costs, travel expenses, etc.).
Pursuant to Article 151, paragraph 3 of the Consumer Protection Act (“Official Gazette of RS”, No. 88/2021 dated 11.9.2021), consumers are informed that Helena Scrittore – Jelena Buha PR Proizvodnja ostale odeće Beograd is, in accordance with Article 151, paragraph 2 of the Consumer Protection Act (“Official Gazette of RS”, No. 88/2021 dated 11.9.2021), obliged to participate in the out-of-court resolution of consumer disputes.
Excerpt from the Consumer Protection Act (“Official Gazette of RS”, No. 88/2021 dated 11.9.2021):
Right to Out-of-Court Dispute Resolution
Article 151.
The consumer may initiate proceedings before the body only if they have previously lodged a complaint or objection with the trader.
The trader is obliged to participate in the out-of-court resolution of consumer disputes before the body.
The trader is required to visibly and clearly display a notice at the point of sale stating that, by law, they are obligated to participate in the out-of-court resolution of consumer disputes.
Out-of-court resolution of consumer disputes under this law may last a maximum of 90 days from the date of submission of the proposal.
Notwithstanding paragraph 4 of this Article, in justified cases where the subject matter of the dispute is complex, the 90-day period may be extended by a maximum of an additional 90 days, of which the body promptly informs the consumer and the trader.
The consumer may withdraw from further participation in the out-of-court resolution of consumer disputes until the procedure is completed.
Out-of-court resolution of consumer disputes does not apply:
- to resolving disputes according to procedures established by the trader themselves;
- in direct negotiations between the consumer and the trader;
- when judges attempt to resolve disputes through mediation during judicial proceedings;
- in proceedings initiated by the trader against the consumer;
- in disputes whose value exceeds 500,000 dinars;
- in consumer disputes subject to the Consumer Protection Act, if out-of-court dispute resolution is regulated by a special law, especially in the field of electronic communication services, postal services, financial transactions, travel services;