Complaints and withdrawal

I. Complaints

1. When you can make a complaint

1.1. You can make a complaint if goods or a service do not conform to the contract: if a product is damaged, faulty, wrong or past its expiry date, if the wrong quantity was delivered, if a service was not provided or was provided improperly, and if you were charged incorrectly.

1.2. Kafeterija is liable for any non-conformity that appears within two years of delivery of the goods. If the non-conformity appears within one year of delivery, it is presumed to have existed at the time of delivery, unless this is incompatible with the nature of the goods or of the non-conformity.

1.3. The consumer must inform Kafeterija of the non-conformity within two months of noticing it, and at the latest within two years of delivery of the goods.

2. How to make a complaint

2.1. You can make a complaint in any of the following ways:

• by e-mail to aplikacija@kafeterija.com;
• in person, in any Kafeterija café;
• in writing to Studentski trg 15, 11000 Belgrade.

2.2. Send the receipt or other proof of purchase with your complaint: a copy of the receipt, the card payment confirmation, a bank statement, the order number or the e-mail confirmation. A photo of the defect helps resolve the complaint faster, but is not required.

2.3. Missing original packaging is not a reason to reject a complaint.

3. Deadlines

3.1. The deadline for resolving a complaint may be extended only once, with your consent, and in the cases and for the length of time permitted by law. Kafeterija keeps a record of complaints received and retains it for at least two years from the date the complaint was made.

4. How a complaint is resolved

4.1. If the goods do not conform, you have the right to choose between repair and replacement. If repair or replacement is not possible, is not carried out within a reasonable time, or in other cases provided for by law, you are entitled to an appropriate price reduction or to terminate the contract with a refund.

4.2. If the non-conformity appears within 30 days of delivery, you can choose straight away between replacement, an appropriate price reduction and termination of the contract.

4.3. For coffee, capsules and other food, repair is by nature not possible, so non-conformity is remedied by replacement, a price reduction or a refund. Repair applies to equipment (for example, coffee machines or grinders).

4.4. The costs of a justified complaint, including the cost of sending the goods, are borne by Kafeterija. You can send non-conforming goods at Kafeterija’s expense through the postal operator D Express, with which Kafeterija has a contract. Before sending, write to aplikacija@kafeterija.com to receive the sending instructions.

4.5. If a service under the Subscribe subscription was not provided or was provided improperly, you are entitled to a proportionate price reduction or an extension of the period, in accordance with the Subscribe terms.

4.6. If a complaint is rejected, the reply must give reasons and include information on the possibility of out-of-court dispute resolution.

5. Out-of-court dispute resolution

5.1. If you are not satisfied with the reply to your complaint, you can start an out-of-court consumer dispute resolution procedure before a body on the list of the ministry responsible for consumer protection https://must.gov.rs. The procedure is free of charge, and Kafeterija is obliged to take part in it. You can also file through the consumer protection portal https://zastitapotrosaca.gov.rs.

II. Withdrawal from the contract

6. When you can withdraw

6.1. If you bought goods or concluded a contract as a consumer through the website, you can withdraw from the contract within 14 days, without giving any reason and without costs other than those stated in this policy.

7. When there is no right of withdrawal

• for drinks and food ordered online and prepared for immediate consumption, because they are goods that deteriorate quickly;
• for coffee beans or ground coffee in a sealed bag and for individual capsules, if they were opened after delivery, because opened food cannot be returned and put back on sale for health protection and hygiene reasons (a box of capsules can be returned if the capsules in it are unopened).

8. How to withdraw

8.1. You also receive the withdrawal form with the e-mail confirmation of every purchase and subscription activation. You can withdraw by filling in the form below and sending it to aplikacija@kafeterija.com or Ljutice Bogdana 1a, 11000 Belgrade, or by any other clear statement. The deadline is met if you send your statement before it expires. Kafeterija confirms receipt of the statement by e-mail without delay.

9. Returning goods and money

9.1. The goods must be returned within 14 days of sending the withdrawal statement at the latest, to Ljutice Bogdana 1a, 11000 Belgrade.

9.2. The direct costs of returning the goods are borne by the consumer.

9.3. Kafeterija refunds everything you paid, including standard delivery costs, without delay and at the latest within 14 days of receiving the withdrawal statement. The money is refunded by the same means you paid with. Kafeterija may withhold the refund until it has received the goods or proof that they were sent.

9.4. You are only liable for any loss in value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning. Original packaging is not a condition for withdrawal.

Form for withdrawal from the contract

(complete and return this form only if you wish to withdraw from the contract)

• Trader: Kafeterija&Love&Brands d.o.o.
• Address: Ljutice Bogdana 1a, 11000 Belgrade
• E-mail: aplikacija@kafeterija.com

I hereby give notice that I withdraw from the contract for the sale of the following goods / for the provision of the following service:

• Order number / subscription name (optional, makes processing easier):
• Date the contract was concluded / the subscription was activated:
• Date the goods were received:
• Consumer’s name:
• Consumer’s address:
• Contact e-mail or phone:
• Reason for withdrawal (you do not have to give one):
• Date:
• Consumer’s signature (only if the form is sent on paper):