Refund policy


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 shown to the consumer by the seller 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:


-in writing

-by calling 065/229-8040

-electronically by sending an e-mail to the seller's address

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

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. 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 (for example, cases of physical damage or inadequate use do not count as 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 have been 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.