Luu pays special attention to the quality of its products. However, if you have a complaint, we are here to resolve it in the most efficient way.
Note: Product photos are for illustrative purposes only and may not always fully correspond to the actual products in every detail. Due to the possibility of individual monitor or mobile device display settings, we cannot guarantee a perfect match between the colors of our products and how they appear on your screen. Please note that in such cases, the complaint is not justified.
Complaint Procedure
If you have a complaint, claim, remark, or would like to return a purchased item, the process is simple:
Please contact us at office@luu.com with an explanation of why you are making a complaint about the product purchased from us. Please attach a scan/copy of the invoice (or PDF file of the invoice)/delivery note that you received with the product.
You will receive a confirmation from us with a reference number under which your complaint is registered in our system. This number is used to track the status of your complaint.
Your complaint will be processed as quickly as possible, and we will inform you of our decision via the email address from which you submitted the complaint.
Please respond by email regarding our proposed resolution. Once we receive your response, our representative will inform you of the next steps for successfully completing the complaint process.
After you return the item under complaint, we will send you either a repaired item, a new replacement item, or a substitute item of your choice. If the item is no longer available and you do not wish to receive another item from our assortment, a refund will be issued.
Item Exchange
If you receive a defective or incorrect item, you can request an exchange within 5 business days of receipt. The item must be unused and in its original packaging. Contact us via office@luu.com to receive instructions for the exchange.
Conditions for Filing a Complaint, Claim, or Remark
You are entitled to submit a complaint, claim, or remark in the following cases:
If, after opening the package, you find that the delivered goods do not match the order in type or quantity.
If the accompanying documentation (invoice) is incorrect in any part.
If the product clearly has a defect or flaw not caused by misuse or failure to follow the product’s declaration but due to a manufacturing, packaging, or transport error.
In the case of non-conformity as defined by Article 52 of the Consumer Protection Law, provided that you, as the buyer, have handled the goods in accordance with the rules stated in the product declaration. In the case of a non-conformity complaint, the consumer may return the goods at the seller’s expense via the courier service we have a contract with.
Please contact us as soon as possible, but no later than 24 hours from the time of delivery, to report a complaint. You can reach us via email at office@luu.com or by phone at +381 66 811 83 82, between 08:00 and 16:00 on business days.
Important: By confirming your order, by clicking the CONFIRM button, you agree to the terms of the complaint policy.
NOTICE ON OUT-OF-COURT DISPUTE RESOLUTION
A consumer dispute can be resolved through the out-of-court dispute resolution process. Luu is obligated to inform its clients that, by law, we are required to participate in this process. Out-of-court resolution of consumer disputes is conducted in a transparent, efficient, fast, and fair manner before an out-of-court consumer dispute resolution body. The Ministry compiles a list of such bodies and publishes it publicly. It is available at the address vansudsko.mtt.gov.rs.
Each party in the out-of-court dispute resolution process is responsible for their own costs (such as representation fees, travel expenses, etc.).
According to Article 151, Paragraph 3 of the Consumer Protection Law (“Official Gazette of the Republic of Serbia”, No. 88/2021, dated September 11, 2021), consumers are informed that Luu is, in accordance with the provisions of Article 151, Paragraph 2 of the Consumer Protection Law (“Official Gazette of the Republic of Serbia”, No. 88/2021, dated September 11, 2021), obligated to participate in the out-of-court consumer dispute resolution process.
Excerpt from the Consumer Protection Law (“Official Gazette of the Republic of Serbia”, No. 88/2021, dated September 11, 2021):
Right to Out-of-Court Dispute Resolution
Article 151
The procedure before the body can only be initiated by the consumer if they have previously filed a complaint or objection with the merchant.
The merchant is obligated to participate in the out-of-court resolution of consumer disputes before the body.
The merchant is required to visibly and clearly display a notice at the point of sale that, by law, they are obligated to participate in the out-of-court resolution of consumer disputes.
Out-of-court resolution of consumer disputes, in accordance with this law, may last a maximum of 90 days from the date of submitting the proposal.
Exceptionally, in justified cases when the subject of the dispute is complex, the 90-day period may be extended for a maximum of an additional 90 days, with the body informing the consumer and the merchant without delay.
The consumer may withdraw from further participation in the out-of-court resolution of the consumer dispute before the procedure is concluded.
Out-of-court resolution of consumer disputes does not apply in the following cases:
For resolving disputes through procedures established by the merchant;
During direct negotiations between the consumer and the merchant;
When judges attempt to resolve the dispute through mediation during the judicial process;
In proceedings initiated by the merchant against the consumer;
In disputes where the value exceeds 500,000 dinars;
In consumer disputes covered by the Consumer Protection Law, if out-of-court dispute resolution is regulated by a special law, particularly in the areas of electronic communication services, postal services, financial agreements, and travel services.