Complaints

ONLY FOR ITEMS PURCHASED ON THE ONLINE SHOP www.grubin.rs:

I. Claims for damage in transport:
If during delivery, by the courier service, you notice visible damage to the transport packaging, do not sign for the receipt of the shipment, or ask the courier to wait until you check whether the damage to the packaging has caused damage to the item itself. If the item is not damaged, you can sign for receipt of the shipment.

II. Complaints about data or wrongly delivered item:
If, after receiving and opening the transport package, you find that the delivered item does not match the ordered item (size, colour, item itself…) or the information on the invoice is not correct, please follow these steps:
– within 24 hours of receiving the shipment, contact us via e-mail with your information (name, surname, phone number, your order number) to e-mail: shop@grubin.rs and describe your problem.
– you must take a picture of the delivered item, showing the defects. Attach it to the mail.
– download and fill in the complaint form
– pack the delivered item and the complaint sheet in the original packaging. Secure it against falling out.
– send it according to the instructions you will receive in the reply to your mail

III. Claims for damage caused while wearing the article:
if, as a result of wearing the article, you find that damage has occurred and you believe that it was caused by non-conformity of the article, i.e. due to material defects of the goods, please follow the following steps:
– download and fill in the complaint form
– pack the article/object of complaint and the complaint sheet. Secure it against falling out.
– Send to:
GRUBIN EXPORT-IMPORT D.O.O.
Department: ONLINE sale, Tajovskog 4, 22300 Stara Pazova
– within 8 working days you will receive a response from the Complaints Commission
– the response of the Complaints Commission consists of a decision on whether the complaint is accepted or not. If accepted, the answer contains a specific proposal and a deadline for resolving the complaint, which may not be longer than 15 working days.
– The Complaints Commission will reject the complaint if the defect in the item was caused by the customer, physical or chemical damage during the use of the item, improper maintenance of the item or inappropriate use of the item.