Refund and Returns Policy
Terms of Business
The terms of business are governed by: The Consumer Protection Law (“Official Gazette of the Republic of Serbia,” No. 62/2014, 6/2016 – other law, and 44/2018 – other law, hereinafter referred to as the “Law”), Section IV – Consumer Protection in Distance Contracts and Contracts Concluded Outside Business Premises, from Articles 26 to 36 and Article 12 of this Law.
By publishing the General Terms of Sale in the online store (hereinafter referred to as “General Terms”), it is considered that the merchant has fulfilled the obligation to inform the consumer in accordance with Article 26 and Article 12 of the Law. The merchant provides the information required by these articles before concluding the contract, as per Article 30 of the Law. In any case, the consumer may request the delivery of this information by sending an email to info@eliasocialclub.com.
General Terms
Merchant
The merchant is AMV NATURA DOO Belgrade (hereinafter referred to as: AMV NATURA), headquartered in Belgrade, Zvezdara Municipality, Dr Velizara Kosanovića 56A/12, Company ID: 21585009, VAT ID: 111977030.
Consumer
A consumer is a visitor to the eliasocialclub.com online store who selects at least one product from the merchant’s assortment, adds it to the cart, submits an order form to the merchant, and after receiving order confirmation, pays for the product either:
Cash on delivery (in cash upon product delivery), or
– By payment card.
– Ordering Products
– Ordering in the merchant’s online store is done by adding products to the cart. Orders may be canceled at any time in accordance with the Terms of Use and Privacy Policy.
Before ordering, the consumer must confirm that they have read and understood the Terms of Use published on the merchant’s website at https://eliasocialclub.com/.
A purchase is considered completed once the merchant confirms receipt of the order and sends an order confirmation to the consumer.
A product can be ordered by both: Registered users (those with a user account), and Guest users (those without an account).
Stock Availability & Order Cancellation
If the merchant is unable to deliver an ordered product because it is out of stock, the merchant must notify the consumer within 24 hours by email. In this case, the consumer may:
– Cancel the purchase, or Accept a new delivery date.
– If the consumer cancels the purchase, the merchant is obligated to refund the full amount paid, including legal interest, in accordance with the Law on Late Payment Interest Rates. The refund must be processed within 14 days of receiving the cancellation form.
Refund Processing
Refunds will be made using the same payment method used by the consumer unless the consumer explicitly agrees to an alternative method. The consumer must not incur any additional costs due to the refund.
If the consumer refuses to accept a correct and undamaged product, the merchant has the right to charge the consumer for all handling and delivery costs.
The merchant reserves the right to reject a purchase if the displayed price is disproportionate to the actual price due to a system or human error.
Pricing & Currency
Displayed prices are retail prices (VAT included).
Prices are displayed in Serbian dinars (RSD).
Prices in the online store may differ from prices in the merchant’s physical stores.
The merchant maintains the website with professional diligence but is not responsible for the internet connection quality used by the consumer.
General Delivery Terms
Customer service working hours: 9 AM – 5 PM (Monday–Friday).
Products ordered through the online store are shipped within 2 business days of order receipt.
During sales periods, shipping may take up to 5 business days.
Delivery is available throughout Serbia, except for Kosovo and Metohija.
Delivery time depends on the order time.
Standard Delivery Times
Orders placed before 12 PM on business days are shipped the same day, and delivered the next day between 9 AM and 5 PM.
Orders placed after 12 PM are shipped the next day, and delivered the day after shipping between 9 AM and 5 PM.
Orders placed on Friday before 12 PM are shipped on the same day, with delivery on Monday.
Orders placed on Friday after 12 PM are shipped on Monday, with delivery on Tuesday.
Weekends (Saturday & Sunday) do not count toward the delivery period.
The maximum delivery time cannot exceed 30 days from the date of purchase.
Delivery Costs
Shipping fee per product: 390 RSD.
Free shipping for orders over 5,500 RSD.
Returns, Complaints & Refunds
When Can a Consumer Return a Product?
The consumer has the right to return a product in case of:
Incorrect product delivery (wrong item sent).
Non-conformity with the purchase contract (defective or damaged product).
The merchant must deliver products that comply with the purchase agreement. A product is considered compliant if:
It matches the description given by the merchant.
It has the properties necessary for its intended purpose.
It meets the quality standards expected based on public information and advertising.
It is properly packaged.
Product Defects & Complaint Process
If a defect appears within 6 months of delivery, it is presumed that the defect existed at the time of purchase, unless proven otherwise. The consumer has 2 years to file a complaint.
The complaint must be submitted via:
Email: info@eliasocialclub.com
Mail: AMV NATURA DOO, Dr Velizara Kosanovića 56A/12, 11000 Belgrade
The merchant must acknowledge receipt of the complaint and provide a written response within 8 days. If the complaint is accepted, the issue must be resolved within 15 days.
Right to Withdraw from the Contract
The consumer may withdraw from a distance contract within 14 days without providing a reason.
The 14-day period starts from the day the consumer receives the product. The consumer must inform the merchant in writing (via email or mail) by submitting the withdrawal form.
The consumer must return the product within 14 days of submitting the withdrawal form.
The consumer bears the cost of returning the product.
The merchant must issue a refund within 14 days of receiving the product.
Dispute Resolution
Alternative Dispute Resolution (ADR)
Consumer disputes may be resolved out of court before an ADR body, which must resolve the dispute within 90 days. If the dispute is complex, this period may be extended by another 90 days.
ADR is free of charge, and both parties pay their own legal fees.
Arbitration Option
If both parties agree, disputes may be resolved through arbitration. The arbitration agreement must be signed by both parties.
Court Proceedings
If no resolution is reached, disputes may be resolved before the competent court in the consumer’s place of residence.
Merchant Information:
AMV NATURA DOO BEOGRAD (ZVEZDARA)
Dr Velizara Kosanovića 56A/12, 11000 Belgrade
Company ID: 21585009
VAT ID: 111977030
Tel: +381 61 1689 711
Email: info@eliasocialclub.com