Complaints

1.1. Complaint procedure

The products sold through our online store come with all legally required documentation.
If there is a need to file a complaint regarding the quality of a certain item, we will fulfill all legally defined obligations as the seller, in the same way as if you had bought the goods in a physical store.

The complaint procedure is initiated at the Customer’s request by filling out the Product Quality Complaint Request form.

If you want to initiate the complaint process, you need to contact us via email at info@lappawoman.com or by phone at +382 68 036 696 so we can send you this form.

The company ALBISEH Ltd. does not assume any responsibility for customer mistakes, incorrectly purchased products, or any other errors related to your actions when purchasing on the website. If you experience any irregularities while purchasing products on the website or if you have not received the purchased product, please contact our customer service (contact details), and we will do our best to resolve the issue and ensure that you receive the purchased product.

If any product you purchased is defective or does not function properly for any reason, please contact our customer service (contact details) to familiarize yourself with the complaint procedure.

1.2. The right to a refund or exchange of goods

In case of withdrawal from the contract, the consumer has the right to a refund or to exchange the product for another one. The amount will be refunded to the customer upon receipt of the product and after verifying that the product has been returned undamaged and in proper condition.

1.3. The right to withdraw from the contract, the rights and obligations of the buyer and the seller

The law on distance sales establishes the right of the buyer, who is considered a consumer (a natural person who purchases a product for personal use and not for professional purposes), to withdraw from the contract within 14 days from the date the product was delivered. When canceling, the customer may choose whether or not to specify the reasons for withdrawal.

The Form/Declaration of withdrawal from the contract takes legal effect from the day it is sent to the merchant. In case of withdrawal from the contract, the consumer has the right to a refund or to exchange the product for another one. The price will be refunded to the customer upon receipt of the product and verification that it is undamaged and in proper condition. The customer is obliged to return the product without delay and no later than 14 days from the day the withdrawal form was sent.

After the expiry of the 14-day period, the product can no longer be returned. When returning goods, they must be in proper and unused condition, in the original undamaged packaging, and the original fiscal receipt must be included. Upon receipt of the product, it will be inspected to determine whether it is in proper condition and undamaged.

The customer is responsible for any defects or damage resulting from improper handling of the product. If the product is damaged due to the buyer’s fault, the refund amount will be adjusted accordingly, and the product will be returned to the buyer at their expense.

The seller is obliged to refund the consumer the amount paid under the contract without delay and no later than 14 days from the date of receipt of the withdrawal statement, and after receiving the returned product.

1.4. Costs of returning goods and money

The costs of returning the goods and processing the refund are borne by the buyer, except in cases where the buyer receives a defective or incorrect item.