Complaints and Consumer Protection | Brew Society

Right to lodge a complaint

The buyer has the right to lodge a complaint regarding the purchased product within 24 months from the date of purchase, in accordance with the Consumer Protection Law of the Republic of Serbia, on the grounds of non-conformity of goods.

This right exists regardless of the existence or duration of the manufacturer's (commercial) warranty.

How to submit a complaint

You can submit a complaint:

• via e-mail address: support@brewsociety.store

• by mail or in person at the address:
  Brew Society doo
  Uroša Martinovića 9
  11070 Belgrade, Serbia

In the complaint application, it is necessary to state:

• buyer's first and last name

• order number or proof of purchase

• description of the defect or reason for the complaint

Procedure and deadlines

The seller is obliged to:

• confirm receipt of the complaint without delay

• provide a written response to the complaint within 8 days from the date of receipt

• resolve the complaint no later than:

  • 15 days from the date of receipt of the complaint

  • 30 days for technical goods and goods of higher value

In the event of a justified complaint, the buyer has the right to demand:

• product repair

• product replacement

• price reduction

• contract termination and refund

in accordance with applicable law.

Out-of-court dispute resolution

If the buyer is not satisfied with the way the complaint is resolved, they have the right to contact:

• the competent market inspection

• consumer protection associations and bodies

• or initiate an out-of-court resolution process for consumer disputes in accordance with the regulations of the Republic of Serbia