Complaint policy
When picking up the shipment, please check your package in the presence of the courier. If there is visible damage on it (torn parts and crushing), you should not pick up the package. In this case, please call us at +381 62 / 1584-973 or send us an e-mail with your details (name, surname, phone number, order number) to officialmatteayoa@gmail.com and state the reason why you refused to download the package. We will inform you as soon as possible about further action.
If you received the shipment and after opening the box found that the delivered goods do not match the ordered or the information on the invoice is not appropriate, please check your package in the presence of a courier. If there is visible damage on it (torn parts and crushing), you should not pick up the package. In this case, please call us at +381 62 / 1584-973 or send us an e-mail with your details (name, surname, phone number, order number) to officialmatteayoa@gmail.com and state the reason why you refused to download the package. We will inform you as soon as possible about further action.
If there are discrepancies in the purchased product in terms of the provisions of the Consumer Protection Act, please proceed in the manner defined by the Ordinance on consumer complaints for goods purchased through the online store below.
The goods together with the form “Complaint sheet” should be sent to the address Mattea Concept doo (with an indication for the web shop), Arcibalda Rajsa 27/14, 11000 Belgrade.
RULEBOOK ON THE PROCEDURE AND MANNER OF RESOLVING COMPLAINTS THROUGH THE SITE
Article 1.
This Rulebook regulates the manner, conditions and procedure for resolving consumer complaints (complaints) due to non-conformity of goods through the site yoaofficial.com and the authority, obligations and responsibilities of the trader regarding the exercise of consumer rights to complaint.
Article 2
The consumer, in the sense of this rulebook, is every citizen who makes a purchase via the Internet on the yoaofficial.com website.
Article 3
The request for a complaint can be submitted by mail to the address Mattea Concept doo, Arcibalda Rajsa 27/14, 11000 Belgrade, with the indication: For the complaint service.
When submitting a request for a complaint, the consumer is obliged to:
a. Deliver the advertised item together with the proof of purchase – invoice.
b. Submit a completed complaint form, which can be downloaded at the following link – COMPLAINT SHEET
c. In the complaint sheet, it is necessary to state the reason for advertising the goods and the desired method of resolution.
d. If the customer does not submit the delivery code, the complaint is not considered
Article 4
The validity of the request for complaint is determined by the competent commission. The answer to the stated complaint will be sent to the Consumer as soon as possible, which cannot be longer than 8 days. The deadline for resolving the complaint cannot be longer than 15 days, ie 30 days for technical goods.
Article 5
In case of substantiation of the complaint and its acceptance by the trader, the Consumer has the right at his own choice to:
a. Replacement of the purchased product with a defect for a new, correct product or elimination of defects on the product if possible
b. Refund of the amount paid according to the attached invoice, in case the elimination of non-compliance is not possible. Refunds to the Consumer will be made electronically to the current account of the Consumer within 15 days from the date of the complaint.
Article 6
Mattea Concept doo, which includes the online store www.yoaofficial.com, confirms that the goods it sells are in all respects in accordance with the Declaration by which each of the products is marked.
Article 7
The consumer initiates the complaint procedure by filling in the Complaint Request, which he / she takes over in the marked link in Article no. 3. In the complaint form, the consumer must enter:
1. your name and surname,
2. address, mobile phone number and e-mail address,
3. item designation and size (data from the invoice),
4. a brief description of the advertised non-compliance,
5. request in accordance with Article 52. Consumer Protection Act,
6. date of receipt of the goods (date of transfer of risk to the consumer),
7. account number,
8. the price at which the advertised goods were purchased,
9. agreed appropriate deadline for acting upon the consumer’s request in case of justified complaints, with which the consumer has agreed,
10. delivery code,
11. consumer signature
Article 8
This Ordinance shall enter into force on 15.05.2019.