Product return

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, Granum is obliged to make the refund exclusively via VISA, EC/MC and Dina payment methods, which means that the bank will refund the funds to the card user’s account at the seller’s request.

Complaints, compliance, and guarantees

Dear consumers, in accordance with the Law on Consumer Protection (hereinafter: the Law), Granum is responsible for the non-conformity of the goods it sells within a period of 2 (two) weeks from the date of your purchase.

Complaint procedure

  • The consumer submits a complaint to exercise his rights based on compatibility, incorrectly calculated price, and other defects via e-mail.
  • The consumer must present a distance sales contract or any other proof of purchase when making 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, we recommend that you save the packaging to ensure safer transportation of goods to the online store.

Consumer rights when buying online

We inform you that according to the Law on Consumer Protection (“Official Gazette of RS”, No. 62/2014 and 6/2016 – Dr. Law), hereinafter referred to as Law, purchasing through our sales website is considered by distance selling.
In the case of a distance purchase, the seller is not obliged to issue a fiscal invoice to the buyer, and by Article 2, paragraph 1, point 1 of the Regulation on the determination of activities in the performance of which there is no obligation to record transactions through the fiscal cash register (“Official Gazette of the RS”, No. 61 /10, 101/10, 94/11, 83/12, 59/13, 100/14), the consumer can exercise all rights based on the distance sales contract.
The law for the case of distance sales establishes the right of the buyer, who is considered a consumer
(a natural person who buys the product to satisfy his individual needs, and not to work
performance of professional activity), to withdraw from the contract within 14 days from the day the product was handed over to him in his country, i.e. in the country of a person designated by the buyer, who is not the carrier. When canceling, the customer may or may not state the reasons for canceling.
The customer is obliged to return the product without delay and within 14 days at the latest. After the expiration 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 undamaged products and, if possible, in the original packaging,
Upon receipt of the product, it will be determined whether the product is correct and undamaged. 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.
The Law on Consumer Protection excludes the right of the customer to return the product in certain situations. Considering the assortment of goods in our offer, three of those cases can be relevant:

  • delivery of goods manufactured according to special customer requirements or personalized and
  • delivery of goods that are subject to quality deterioration or have a short shelf life.