Legal notice

Business name: NEW IDENTITY DOO BELGRADE

Abbreviated business name: NEW IDENTITY DOO

Address: Zadrugarska 2, 11080 Zemun-Belgrade

Activity and activity code: Retail trade via mail or internet - 4791

Identity number: 21899330

Tax number: 113611411

Web address: https://www.meridiangrooming.rs

Contact phone: (065) 229-80-40

Contact email: office@newidentity.rs

All payments will be effected in Serbian currency – dinar (RSD). The amount your credit card account will be charged for is obtained through the conversion of the price in Euro into Serbian dinar according to the current exchange rate of the Serbian National Bank. When charging your credit card, the same amount is converted into your local currency according to the exchange rate of credit card associations. As a result of this conversion there is a possibility of a slight difference from the original price stated in our web site

Customer service:
Phone: +381652298040

COMPLAINTS, COMPLIANCE AND WARRANTY

Dear consumers, in accordance with the Law on Consumer Protection (hereinafter: the Law), New Identity doo is responsible for the non-conformity of the goods it sells for a period of 2 (two) years from the date of your purchase. The legal responsibility of the company New Identity d.o.o. does not exist if the delivered goods:

corresponds to the description given by the seller and if it has the properties of the goods that the seller showed to the consumer as a sample or model;
has properties required for the specific use for which the consumer is purchasing it, which was known to the seller or should have been known to him at the time of the conclusion of the contract;
has properties required for regular use of goods of the same type
in terms of quality and functioning, it corresponds to what is usual for goods of the same type and what the consumer can reasonably expect considering the nature of the goods.

The warranty is a manufacturer's statement guaranteeing the consumer greater rights than those prescribed by law. Warranty claim documentation is usually found in the product's original packaging. If the provider of the guarantee foresees that in order to exercise the right, he must register or log in to a certain site, the consumer is obliged to act according to the instructions of the provider of the guarantee, in order to exercise the right to the same.

For devices for which the manufacturer does not offer special benefits (e.g. proper functioning of things for a period longer than 2 years) New Identity d.o.o. is not obliged to issue a guarantee certificate. The guarantee represents a voluntary step by the issuer (manufacturer or trader) by which he offers special benefits for the consumer, but exclusively greater than those provided by law.

Complaint procedure

The consumer can file a complaint:

-verbally

- in writing

- by calling 065/229-8040
- electronically by sending an e-mail to the seller's address office@newidentity.rs

with the mandatory delivery of the fiscal invoice, statement of conformity, warranty card and the advertised device if it is not a white appliance.

You can download the complaint form HERE (print, fill out and send to office@newidentity.rs)

Before submitting the device for reclamation, it is necessary to remove everything else that is not subject to reclamation. If something was subsequently purchased and installed in the device itself, you are obliged to present it when declaring a complaint.

Although the Law does not provide for the obligation for the consumer to keep the packaging, nor is it a condition for resolving the complaint or a reason for refusing to remove the non-conformity, our recommendation is that you save the packaging to ensure safer transport of the goods to an authorized service center.

In the case of white goods, the DEVICES ARE NOT BRINGED to the company, but the authorized service technician at the consumer's address determines whether the complaint is founded.

IMPORTANT NOTE: Pay attention to the conditions prescribed by the manufacturer in the warranty card issued for the correct functioning of the item for a period longer than 2 (two) years, because it is possible that the preservation of the packaging or registration on the site may be specified as a special condition that the customer must comply with.

When reporting a complaint during the period of our responsibility for non-conformity, you should state your request for resolving it. According to the provisions of the Law on Consumer Protection, within a period of 6 months from the purchase of the device, you have the right to choose whether the non-conformity will be eliminated by repair or replacement or to declare that you are terminating the contract. If it is not possible to eliminate the non-conformity by repair or replacement, that is, if it would represent a disproportionate burden for the seller, you have the right to request a price reduction or termination of the sales contract.

If non-conformity appears within six months from the date of transfer of risk to the consumer, elimination of non-conformity is possible by repair with the express consent of the consumer.

The consumer cannot terminate the contract if the non-conformity of the goods is minor.

If you make a claim after the expiry of the period of responsibility for non-conformity, you submit the claim in accordance with the warranty statement that you have.
After you declare a complaint in one of the provided ways and provide proof of purchase and the device, except in the case of white goods, you will receive a written confirmation or electronic confirmation of receipt of the complaint, i.e. the number under which your complaint was registered in the records of received complaints. After that, New Identity d.o.o. at his own expense, he sends the advertised goods to the authorized service, which is the only one authorized to assess whether the goods conform to the contract or not. If the claim is made for larger appliances, the authorized service will at the expense of New Identity d.o.o. go out to the field to determine non-conformities and possible repairs. After receiving the findings from the authorized service, and within 8 days from the day of receipt of the complaint, we will respond to the complaint in writing or electronically.

In the event that the complaint is accepted, it will be resolved within 15 days from the date of submission of the complaint, or within 30 days from the date of submission of the complaint in the case of technical goods.

He returns the devices received from the service, for which the complaint has been accepted, to the consumer. The consumer is obliged to collect his device or arrange for its delivery within 30 days at the latest from the moment he received the notification that the goods have been repaired and are ready for collection - delivery. After the expiration of that period, it will be considered that the consumer has unequivocally renounced the right to ownership of the device, and the same will become the property of New Identity d.o.o., in accordance with the Law on the Basics of Ownership Relations ("Official Gazette of SFRY", No. 6/80 and 36 /90, "Official Gazette of the FRY", No. 29/96 and "Official Gazette of the RS", No. 115/2005 - other laws).

If the complaint is not accepted (e.g. cases of physical damage or inadequate use do not fall into non-conformity), the consumer bears the costs of sending the goods to the service and the costs of fault diagnosis according to the price list of the authorized service.

The right to complaint and free servicing by New Identity d.o.o. the consumer loses in the event of inadequate handling of the device and its use that is not in accordance with the user manual, as well as in the event that any repairs or attempts at repairs were made by unauthorized persons.

After the expiration of the legal term of conformity of the goods (2 years), the consumer is responsible for sending the goods to the service and bears the costs of sending, receiving the goods and repairs. The list of services is delivered together with the documentation that goes with the goods, and some manufacturers only provide information about the central authorized service, which further redirects the customer to the nearest authorized service.
New Identity d.o.o. will be happy to meet consumers and help them with information about services after the expiration of the legal compliance period.

Delivery methods
Obligation to inspect the device

Upon delivery, and before signing the handover document, please inspect the device and enter all possible damage to the goods in the record provided by the driver and contact the complaints service IMMEDIATELY, and within 24 hours at the latest, on the phone number 065/22 980 40 or to mail office@newidentity.rs. Complaints about damages that are reported after the deadline of 24 hours from delivery will be rejected as untimely. We especially emphasize that you are not obliged to accept devices that have physical damage.
Delivery of goods on the territory of Belgrade

For all orders in the narrower territory of Belgrade, New Identity d.o.o. provides free delivery.
The devices are delivered to the desired room without assembly service and, at the request of the recipient, they are unpacked and inspected on the spot.
Depending on the available quantity of a specific item and the possibility of its acquisition, and in accordance with our business policy, the expected delivery time of the products from our offer is up to 5 working days.
Goods are delivered on weekdays until 4:00 p.m. (courier service).
The buyer is obliged to inspect the device during delivery and before signing the handover document and to enter all possible damage to the goods in the report that the driver provided to him.


Delivery on the territory of Serbia

The delivery of goods on the territory of Serbia is realized through a courier service
Shipping is free for all orders.

Depending on the available quantity of a specific item and the possibility of its acquisition, and in accordance with our business policy, the expected delivery time of the products from our offer is up to 5 working days.
Goods are delivered on weekdays until 4 p.m.
The buyer is obliged to inspect the device during delivery and to enter all possible damage to the goods in the record provided by the driver or to report it to the courier service that delivered the device. We especially emphasize that you are not obliged to accept devices that have physical damage.

User privacy protection:

On behalf of Meridiangrooming.rs, we undertake to protect the privacy of all our customers. We collect only necessary, basic data about customers/users and data necessary for business operations and informing users in accordance with good business practices and with the aim of providing quality service. We give customers choices including the ability to decide whether or not they want to be removed from mailing lists used for marketing campaigns. All user/customer data is strictly stored and is available only to employees who need the data to perform their work. All employees of Meridiangrooming.rs (and business partners) are responsible for respecting the principles of privacy protection.

Protection of confidential transaction data:

When entering payment card data, confidential information is transmitted via a public network in a protected (encrypted) form using the SSL protocol and the PKI system, as currently the most modern cryptographic technology. Data security during purchases is guaranteed by the payment card processor, Banca Intesa ad Beograd, so the entire payment process is carried out on the bank's website. Payment card information is not available to our system at any moment.

Refunds

The merchant is obliged to present a clear and detailed description of the refund at the e-commerce point of sale and, in the event of cancellation of the order, refund the charged funds to the User exclusively via VISA, EC/MC, Maestro, Amex and Dina payment methods, i.e. exclusively to the account payment cards by reversing the original transaction. The point of sale can use the following statement: "In the case of returning goods and refunding funds to a customer who previously paid with one of the payment cards, partially or in full, and regardless of the reason for the return, Meridiangrooming.rs is obliged to make the refund exclusively via VISA, EC/MC, Maestro, Amex and Dina payment methods, which means that the bank will refund the cardholder's account at the seller's request"

VAT statement

VAT included in the price and there are no hidden costs


Consumer rights when buying online

In the case of distance selling, the seller is obliged to deliver to the buyer in writing, to the e-mail address left during the purchase: • cancellation form • fiscal bill The law for the case of distance sales establishes the right of the buyer, who is considered a consumer (a natural person who buys a product to satisfy his individual needs, and not to perform professional activities), to withdraw from the contract within 14 days from the day the product was handed over to him to the country, that is, to the country of the person designated by the buyer, who is not the carrier. When canceling, the customer may or may not state the reasons for canceling. The declaration of withdrawal from the contract produces a legal effect from the day it is sent to the merchant. The declaration of withdrawal must be signed by hand. The buyer is obliged to return the product without delay, and no later than within 14 days from the day he sent the cancellation form. After the expiry of 14 days from the day he sent the cancellation, the product can no longer be returned. The costs of returning the goods as well as the organization of their transport in case of cancellation are borne by the buyer. It is possible to return only products that have not been used, are undamaged and in the original packaging, with all accessories and accompanying documentation (warranty certificate, instructions, etc.). Upon receipt of the product, it will be determined whether the product is correct and undamaged. The customer is responsible for malfunctioning or damage to the product that is the result of inadequate handling of the product, i.e. the buyer is solely responsible for the reduced value of the product that occurs as a result of handling the goods in a way that is not adequate, that is, exceeds what is necessary to establish its nature, characteristics and functionality. If it is determined that the product is defective or damaged due to the buyer's fault, the price refund will be refused and the product will be returned to him at his expense. In the event of a legal withdrawal from the contract, the seller is obliged to return to the buyer the amount paid by the buyer under the contract without delay, and no later than within 14 days from the day he received the withdrawal form. The Seller may delay the refund until it receives the goods to be returned, or until the buyer provides proof that it has sent the goods to the Seller, whichever comes first. You can download the declaration of withdrawal from the contract HERE