Complaints Policy
LAGAMI DOO, as a responsible legal entity, pays great attention to the packaging and condition of products shipped to customers. Despite all efforts, it may happen that, unintentionally or due to mishandling by the courier service during warehouse handling, some damage occurs.
Pursuant to Article 56 of the Consumer Protection Act, the consumer may submit a complaint to the seller in order to exercise their rights under Articles 52, 54 and 81 of the Act.
You can read the Complaints Policy at the following link. Click here to read the Complaints Policy.
Complaints regarding damage during transport
When your package arrives, it is very important to immediately report to the courier who delivered the goods any damage to the package that occurred during transport and is visible on the packaging of the product (torn or dirty bag, broken, crushed or dented box, damaged or wet footwear in a damaged box, etc.), so that the courier can prepare a Damage Report and submit it to the appropriate complaints department of their courier service.
Any damage occurring during transport must be reported by the customer within 24 hours of receipt of the goods.
If you notice such damage, do not sign for receipt of the shipment, or ask the courier to wait while you check whether the damage to the packaging has also caused damage to the product itself or resulted in any missing parts.
If the product is not damaged and all parts are present, sign for receipt of the shipment.
Complaints regarding incorrect information or incorrectly delivered goods
If you have received a shipment and, after opening the package, discover that the delivered goods do not correspond to the goods ordered or that the information on the invoice is incorrect, please contact us within 24 hours of receiving the shipment by telephone at 069 588 5878, or send an email with your details (first name, last name and telephone number) to OFFICE@lagami.com, describing the problem and attaching photographs as evidence.
We will respond to the consumer regarding the submitted complaint as soon as possible, by email or telephone, by confirming receipt of the complaint, informing you of the complaint reference number under which it has been recorded in our complaints register, and informing you about the further procedure.
The deadline for responding to a complaint is 8 days, while the deadline for resolving a complaint is 15 days from the date the complaint was submitted.
Complaints due to non-conformity of goods
The Consumer Protection Act (Official Gazette of the Republic of Serbia, Nos. 62/2014, 6/2016 – other law and 44/2018 – other law) establishes the seller’s liability for non-conformity of goods that occurs within two years from the date the risk passes to the consumer.
Conformity means that the consumer has been delivered goods that have the appropriate properties for their intended use. This legal provision protects the consumer’s legitimate expectation that the goods they purchase can be used without hindrance for a certain period of time and will not have defects that prevent such use.
If non-conformity occurs within six months from the date the risk passes to the consumer, it is presumed that the non-conformity existed at the time the risk passed, unless this is contrary to the nature of the goods or the nature of the particular non-conformity.