Refund policy

Return and Refund Policy

Refund of Funds

  1. If the buyer returns the purchased goods and requests a refund, and the payment was previously made by payment card, in part or in full, regardless of the reason for return, the Seller is obliged to issue the refund exclusively via VISA, EC/MC, Maestro, Amex, and Dina payment methods. The bank will, at the Seller’s request, process the refund directly to the cardholder’s account.

Withdrawal from Purchase

Natural Person

  1. In accordance with the Consumer Protection Act of the Republic of Serbia, a buyer who is a natural person and who placed the order remotely, outside the Seller’s business premises and without prior inspection of the product, has the right to withdraw from the purchase within 14 days from the date of receipt of the goods, by submitting a withdrawal form. If the goods have already been delivered, the buyer is obliged to return them in the same condition in which they were received, in the original packaging, no later than 14 days from the date the form was sent. The Seller is then obliged to refund the amount paid to the buyer. The buyer and the Seller may agree that, instead of a refund, another item of equal value will be delivered to the buyer, or an item of lower value with the difference refunded, or an item of higher value with the difference paid by the buyer.

  2. Upon receipt of the returned product, the Seller will determine whether the product is undamaged and functional. The buyer is liable for any reduction in the value of the goods resulting from improper handling of the product, beyond what is necessary to determine the nature, characteristics, and functionality of the product. An authorized person at the Seller shall assess any damage and reduce the refund accordingly based on the determined percentage. If it is established that the product is damaged or defective due to the buyer’s fault to such an extent that it can no longer be sold, the buyer shall not be entitled to a refund, and the product shall be returned at the buyer’s expense.

  3. The consumer does not have the right of withdrawal in the case of: i) delivery of goods manufactured according to special requirements or personalized for the buyer; ii) delivery of goods whose price depends on changes in the financial market beyond the Seller’s control and which may occur during the withdrawal period.

  4. The consumer may not withdraw from goods purchased in person at the Seller’s retail stores.

Legal Entity

  1. A legal entity may withdraw from the purchase only if there is a defect or non-conformity of the product, in accordance with the Law on Obligations of the Republic of Serbia, subject to the prescribed conditions and deadlines.

Defects in Goods / Non-Conformity of the Product

  1. The Seller is liable for defects and non-conformity of the product in accordance with the Consumer Protection Act and the Law on Obligations.

  2. The buyer may notify the Seller of defects in the goods:

  • verbally at the point of sale where the goods were purchased;
  • electronically, i.e. on a durable medium, by email to: webshop@kavehome.rs

  1. Together with the complaint, the buyer is obliged to provide a digital photograph of the damaged parts of the product.

  2. The Seller is obliged to examine the validity of the complaint without delay and respond in writing or electronically no later than 8 days (for natural persons) or 30 days (for legal entities) from the date of receipt.

  3. In agreement with the buyer, collection of the damaged product will be arranged if necessary.

If you want, I can also unify the terminology across all the English texts so the website uses the same legal wording throughout.