Returns & Complaints Policy
RETURNS & REPLACEMENT OF PRODUCTS
POLICY ON COMPLAINTS, RETURNS AND PRODUCT REPLACEMENTS
COMPLAINTS
Dear Consumers,
Please be informed that complaints regarding products delivered by SPONA Studio may be submitted to:
E-mail: info@spona-studio.com
Grounds for Filing a Complaint
A consumer has the right to file a complaint:
- if the product does not conform to the contract;
- due to an incorrectly calculated price;
- due to other defects.
Minor differences in texture, visible print layers, or color shades that are characteristic of the 3D printing process shall not be considered product defects or grounds for a complaint, provided that they do not affect the functionality or quality of the product.
If the delivered product does not conform to the contract, the consumer who has notified the seller of the non-conformity has the right to request that the seller remedy the non-conformity free of charge by repair or replacement, or to request an appropriate price reduction or terminate the contract with respect to that product.
The consumer has the right to choose between repair or replacement as the method of remedying the non-conformity.
If remedying the non-conformity by repair or replacement is not possible, the consumer has the right to request an appropriate price reduction or terminate the contract if:
- the non-conformity cannot be remedied by repair or replacement at all, or within a reasonable period;
- the consumer cannot exercise the right to repair or replacement, or the seller has failed to carry out the repair or replacement within a reasonable period;
- the repair or replacement cannot be carried out without significant inconvenience to the consumer due to the nature of the product and its intended purpose;
- remedying the non-conformity by repair or replacement would constitute a disproportionate burden for the seller.
The consumer has the right to request a replacement, an appropriate price reduction, or to terminate the contract due to the same or another lack of conformity that occurs after the first repair. A further repair may only be carried out with the consumer's explicit consent.
If the non-conformity occurs within six months from the date the risk passes to the consumer, the consumer has the right to choose between requesting that the non-conformity be remedied by replacement, requesting an appropriate price reduction, or declaring termination of the contract.
If the non-conformity occurs within six months from the date the risk passes to the consumer, remedying the non-conformity by repair is possible only with the consumer's explicit consent.
All costs necessary to bring the product into conformity with the contract, in particular the costs of labor, materials, collection, and delivery, shall be borne by the seller.
The consumer may not terminate the contract if the non-conformity of the product is minor.
Time Limits and Burden of Proof
The seller is responsible for any lack of conformity of the product with the contract that occurs within two years from the date the risk passes to the consumer.
If the non-conformity occurs within six months from the date the risk passes to the consumer, it shall be presumed that the non-conformity existed at the time the risk passed to the consumer, unless this is incompatible with the nature of the product or the nature of the particular non-conformity.
The burden of proving that the non-conformity did not exist shall be borne by the seller.
Handling of Submitted Complaints
Receipt of a Complaint
Every complaint submitted by a consumer must be accepted and recorded in the complaints register.
A consumer may submit a complaint electronically or in writing.
When submitting a complaint, you are required to provide the invoice for inspection or another proof of purchase.
We are required to maintain records of received complaints and retain them for at least two years from the date the consumer submitted the complaint.
When processing the consumer's personal data, we act in accordance with the applicable personal data protection regulations.
After submitting a complaint, within one business day you will receive written confirmation by e-mail confirming receipt of the complaint or providing the reference number under which the complaint has been recorded in the complaints register.
Complaint Resolution Period
We are required to respond to a submitted complaint without delay, and no later than eight days from the date the complaint is received, in writing or electronically.
The response to the complaint must contain a decision as to whether the complaint is accepted, an explanation if it is rejected, a statement regarding the consumer's requested method of resolution, and a specific proposal stating the time frame and manner in which the complaint will be resolved if it is accepted.
The complaint resolution period may not exceed 15 days from the date the complaint is submitted.
The complaint resolution period is suspended when the consumer receives the seller's response and begins to run again when the seller receives the consumer's response.
The consumer is required to respond to the seller's reply no later than three days from the date of receipt of the reply. If the consumer does not respond within the prescribed period, it shall be deemed that they do not agree with the seller's proposal.
If, for objective reasons, we are unable to comply with your request within the prescribed period, we will inform you of the extension of the complaint resolution period and specify the new deadline within which the complaint will be resolved.
An extension of the deadline requires the consumer's consent, which will be recorded in the complaints register.
The deadline may be extended only once.
If we reject a complaint, we will inform you of the possibility of resolving the dispute through an out-of-court procedure and of the competent bodies for out-of-court consumer dispute resolution.
The consumer's inability to provide the original product packaging may not be a condition for processing a complaint or a reason for refusing to remedy the non-conformity.
Right to Out-of-Court Dispute Resolution
A consumer may initiate proceedings before a body for out-of-court dispute resolution only after having previously submitted a complaint.
The Seller is obliged to participate in out-of-court consumer dispute resolution proceedings before the competent body.
In accordance with the law, out-of-court resolution of a consumer dispute may last no longer than 90 days from the date the proposal is submitted. In justified cases where the dispute is complex, the 90-day period may be extended by a maximum of an additional 90 days, in which case the body must promptly inform both the consumer and the trader.
The consumer may withdraw from further participation in the out-of-court consumer dispute resolution procedure at any time before the procedure is concluded.
The list of bodies for out-of-court dispute resolution can be found at:
Out-of-Court Consumer Dispute Resolution Bodies
An application for out-of-court dispute resolution can be submitted at:
Out-of-Court Consumer Dispute Resolution
PRODUCT RETURNS
In accordance with applicable consumer protection regulations, the Buyer has the right, without stating a reason, to unilaterally withdraw from a distance contract (concluded online or through another means of distance communication) within 14 days from the date the product was delivered.
The Buyer is required to return the SPONA Studio product in the same condition in which it was delivered, undamaged, without signs of use, and in its original packaging, together with all labels, instructions, and accompanying documentation.
If the Buyer does not declare their withdrawal from the contract within the prescribed period, or if the product does not meet the stated conditions, the Buyer loses the right to withdraw from the contract and receive a refund.
The cost of returning the product shall be borne by the Buyer, except in cases where the Seller made an error during delivery or a product other than the one ordered was delivered.
Upon receipt of the product, and after confirming that the conditions for withdrawal from the contract have been met, the Seller shall refund the amount paid without undue delay and no later than 14 days from the date of receipt of the Buyer's withdrawal statement.
If the product is not returned before the expiry of the aforementioned period, the refund may be postponed until the returned product is received or proof is provided that the product has been sent back to the Seller.
The Seller will issue the refund using the same payment method used by the Buyer for the purchase, unless the Buyer expressly agrees to another method of refund. If the order was placed in the Republic of Serbia and paid by cash on delivery, the refund will be made exclusively by payment into the Buyer's bank account held in the Republic of Serbia.
Due to the nature of SPONA Studio products, products made to the Buyer's specific order (personalized products or products made according to the Buyer's specific requirements) are not eligible for unilateral withdrawal from the contract, except in cases provided for by the Consumer Protection Act.
The ordered product, together with the completed Withdrawal from Contract Form, invoice or delivery note, and fiscal receipt, should be sent to:
PR Nashion
Požeška 42a
Serbia
PRODUCT REPLACEMENT
If, after receiving the shipment, the Buyer decides that they would like to replace a SPONA Studio product with another product or another variant of the same product (if available), the replacement may be requested within 14 days from the date of receipt of the shipment.
The Buyer is required to complete the Withdrawal from Contract Form, specifying the product they would like as a replacement.
In the Withdrawal from Contract Form, the Buyer shall provide the bank account number to which the refund will be made if the requested replacement product is unavailable. The Seller will inform the Buyer of this in a timely manner.
The ordered product, together with the completed Withdrawal from Contract Form, should be sent to:
PR Nashion
Požeška 42a
Serbia
Upon receipt of the product, and after confirming that the prescribed conditions regarding the condition of the product have been met, the replacement product will be sent to the Buyer.
The Seller reserves the right to refuse a replacement if the prescribed replacement period has expired or if the product is damaged, used, or is not in its original packaging with all labels and accompanying documentation.
Buyers located outside the territory of the Republic of Serbia who wish to return or replace a product may obtain all necessary information by contacting:
