Complaints Policy
Complaints procedure
Products sold through the Mansarda.me online shop are accompanied by the documentation required by law and, where applicable, by the manufacturer’s documentation and warranty.
If the delivered product does not conform to its description, has a defect or damage, or does not function as reasonably expected, we will fulfil all obligations imposed on the seller under the applicable laws of Montenegro, in the same manner as if the product had been purchased in a physical store.
A manufacturer’s warranty represents an additional right of the customer and does not limit the customer’s statutory rights against the seller in relation to a lack of conformity.
You may submit a complaint by email at office@cs-cassiopeia.me.
To help us process your complaint as quickly as possible, please provide:
customer’s first and last name;
order number or other proof of purchase;
name of the product concerned;
description of the defect or issue identified;
photographs of the product and packaging, where possible;
your preferred method of resolving the complaint.
Proof of purchase may include an invoice, order confirmation, payment statement, warranty document or other suitable evidence that the product was purchased through Mansarda.me.
We will confirm receipt of your complaint by email. We will respond without delay and no later than eight days from the date of receipt, including our decision regarding the request and a proposed method of resolution.
Customer rights in the event of a lack of conformity
The seller is liable for any lack of conformity that becomes apparent within two years from the date on which the product was delivered to the customer.
The customer must notify us of the lack of conformity within 90 days from the date on which it was discovered and no later than before the expiry of the seller’s liability period.
If the delivered product does not conform to the contract, the customer may request that the defect be remedied free of charge by repair or replacement.
If repair or replacement is impossible, is not completed within the prescribed period or would cause significant inconvenience to the customer, the customer may request an appropriate price reduction or termination of the contract with a refund of the amount paid.
If the customer notifies us of the lack of conformity within 90 days from the date of receiving the product, the customer may, in accordance with the law, choose repair, replacement, a price reduction or termination of the contract with a refund.
Repair or replacement will be completed within an appropriate period and no later than 15 days from the date on which the request was submitted.
The seller bears the costs necessary to remedy a justified lack of conformity, including collection, return delivery, labour and materials.
The customer is not entitled to terminate the contract where the defect is minor.
Damaged, incorrect or incomplete products
If you receive an incorrect product, a product with visible damage or an incomplete order, please contact us as soon as possible at office@cs-cassiopeia.me.
We recommend keeping the shipping packaging and providing photographs of the product, packaging and shipping label so that we can determine the circumstances and arrange a replacement or another suitable solution as quickly as possible.
Where an incorrect, damaged or defective product has been delivered, the seller bears the justified costs of return and redelivery.
Complaints not related to a lack of conformity
A complaint does not include a situation in which the customer ordered the wrong product, selected the wrong variation, provided incorrect personalisation details or later changed their mind about the purchase, except where the customer exercises the statutory right to withdraw from a distance contract.
The seller is not liable for damage caused by improper use, unsuitable storage, failure to follow instructions, physical damage after delivery or other conduct by the customer that is inconsistent with the intended use of the product.
This does not limit the customer’s rights where the issue results from a defect that existed at the time of delivery.
Right to withdraw from the contract
A consumer, meaning a natural person who purchases a product for purposes unrelated to their business, commercial, craft or professional activity, has the right to withdraw from a distance contract without giving any reason within 14 days from the date on which the product was received.
Where several products are ordered in a single order and delivered separately, the 14-day period begins on the date on which the final product or shipment is received.
To exercise the right of withdrawal, you must send an unambiguous statement of withdrawal to office@cs-cassiopeia.me before the 14-day period expires.
The statement should include:
customer’s first and last name;
order number;
the product or products concerned;
date on which the product was received;
customer’s contact details.
After receiving the statement, we will send you a confirmation and the information required to return the product.
Returning a product following withdrawal
The customer must send or hand over the product without delay and no later than 14 days from the date on which we were informed of the decision to withdraw from the contract.
The product should be returned with all related accessories, documentation and other parts delivered with it, properly packaged and protected from damage during transport.
The customer is entitled to inspect and test the product only to the extent necessary to establish its nature, characteristics and functionality.
The customer is liable for any reduction in the value of the product resulting from handling that goes beyond what is necessary for such inspection.
We recommend returning the product in its original packaging where this has been retained, but the absence of the original packaging does not automatically cancel the right of withdrawal. Any damage or reduction in value will be assessed according to the specific circumstances.
Cost of returning products
Where the customer withdraws from the purchase without giving a reason, the customer bears the direct cost of returning the product.
Where the product is returned because it is damaged, defective, incorrectly delivered or otherwise does not conform to the contract, the justified cost of return is borne by the seller.
We are not required to accept shipments sent cash on delivery without prior agreement.
Refunds
In the event of a valid withdrawal from the contract, we will refund the amount paid under the contract, including the cost of the least expensive standard delivery method offered at the time of purchase.
Any additional cost resulting from the customer’s choice of a more expensive or non-standard delivery method is not subject to mandatory reimbursement.
The refund will be made without undue delay and no later than 14 days from the date on which we receive notice of withdrawal.
We may withhold the refund until we receive the returned product or until the customer provides suitable proof that the product has been sent, whichever occurs first.
The refund will be made using the same payment method used for the original purchase, unless the customer expressly agrees to another method that does not result in additional costs.
For card payments, the refund will be made to the account associated with the card used for the purchase. The time required for the funds to appear in the customer’s account may depend on the bank and card system.
Products excluded from the right of withdrawal
The right of withdrawal does not apply, among other things, to products that are:
made according to the customer’s specifications;
personalised with a name, text, photograph or other details provided by the customer;
specially adapted to the customer’s requirements;
sealed and unsuitable for return for health or hygiene reasons once opened, where the seal has been broken.
The exclusion from the right of withdrawal does not apply where a personalised or other product is defective, damaged, incorrectly produced or does not correspond to the information correctly provided by the customer.
Digital editions and digital content
For digital content that is not supplied on a physical medium, the right of withdrawal may cease once delivery or use of the content has begun with the customer’s prior express consent and confirmation that the customer understands that this results in the loss of the right to withdraw from the contract.
If digital content is not delivered, is unavailable or does not function in accordance with the description and technical requirements stated at the time of purchase, the customer may submit a complaint at office@cs-cassiopeia.me.
Accuracy of product information
We make every effort to ensure that product descriptions, photographs, prices and other information are accurate, complete and up to date.
However, product photographs may differ slightly from the actual appearance due to lighting, photography, printing, the production process or the user’s screen settings.
Minor differences in shades, the positioning of elements or finishing details that are characteristic of printing and handmade production are not automatically considered defects, provided that they do not affect the product’s essential functionality and agreed characteristics.
In the event of an obvious error in the price, description or availability of a product, we will contact the customer before accepting the order to confirm the correct information or cancel the order.
Contact
For complaints, withdrawal from the contract and questions regarding product returns, you may contact us by email at: