Luu pays great attention to the quality of its products. If you happen to have a complaint, we are here to solve it in the most efficient way.
Note: product photos are only illustrative in nature, so they may not always correspond in all details to the actual products. Due to the possibility of individual adjustment of the monitor or display on the mobile device, we cannot guarantee the complete equality of the colors of our products with the colors as users (consumers) see them on the screen of their monitor or mobile device. Please note that in such cases the complaint is not justified.
Complaint procedure
If you have a claim, complaint, objection or want to return the purchased item, the procedure is simple:
Please contact us at the email addressoffice@luu.comwith an explanation of why you are advertising the product you bought from us. Please attach a scan / photocopy of the invoice (or pdf file of the invoice) / delivery note that you received with the product.
You will receive a receipt from us with the number under which it was entered in our register. This is the number for tracking the status of your claim.
Your complaints will be processed as soon as possible, and we will inform you about the decision on your complaint via the email address from which you sent us the complaint.
Please express your opinion on our proposal on the resolution of the complaint by e-mail. Upon receipt of the statement, the operator will inform you about the remaining steps for the successful realization of the complaint.
After you return the item you are complaining about, we will send you either a repaired item or a new correct item or a replacement item that you have chosen, or in the event that we no longer have the item available, and you do not want the delivery of another item from our range, you will be refunded.
Item replacement
In the event that you receive a defective or incorrect product, you may request a replacement within 5 working days of receipt. The item must be unused, in the original packaging. Contact us viaoffice@luu.comto provide you with replacement instructions.
Conditions for filing appeals, complaints or objections
You have the right to appeal, complaint or objection in the following cases:
1. If, after receiving and opening your parcel, you find that the type or quantity of the goods delivered does not match your order.
2. If any part of the accompanying documentation (invoice) is incorrect.
3. If the product has a clearly visible defect caused during manufacture, packing or transport, rather than by improper use, and you have used it in accordance with the accompanying product information.
4. In the event of non-conformity under Article 52 of the Consumer Protection Act, provided that you have handled the goods in accordance with the instructions in the product information. When making a non-conformity complaint, the consumer may return the goods at the seller's expense using the courier service with which we have an agreement.
Please contact us as soon as possible, and no later than 24 hours after receiving the shipment, and report the complaint. You can contact us at the email addressoffice@luu.com, or call us by phone at no+381 66 811 83 82in the period from 08:00 to 16:00 every working day.
Important: By confirming the order, by clicking the CONFIRM button, you agree to the terms of the complaint.
NOTICE ON OUT OF JUDICIAL DISPUTE RESOLUTION
A consumer dispute can be resolved through an out-of-court dispute resolution procedure. Luu is obliged to inform its customers that we are required by law to participate in this process. Out-of-court settlement of consumer disputes is carried out in a transparent, efficient, fast and fair manner before the body for out-of-court settlement of consumer disputes. The Ministry compiles a list of bodies and publishes it publicly. It is available at vansudsko.mtt.gov.rs
Each party in the out-of-court settlement of a consumer dispute pays its own costs (representation costs, travel costs, etc.).
Based on the provision of Article 151, paragraph 3 of the Law on Consumer Protection ("Official Gazette of the RS", No. 88/2021 of 11/09/2021), consumers are informed that, in accordance with the provision of Article 151, Paragraph 2 of the Law on Consumer Protection ("Official Gazette of the RS", No. 88/2021 of 11/09/2021), the company is obliged to participate in the procedure out-of-court settlement of consumer disputes.
Excerpt from the Law on Consumer Protection ("Official Gazette of RS", No. 88/2021 of 11/09/2021):
The right to out-of-court settlement of disputes
Article 151.
The procedure before the body can be initiated by the consumer only if he has previously stated a complaint or objection to the trader.
The trader is obliged to participate in the procedure of out-of-court settlement of consumer disputes before the body.
The trader is obliged to visibly and clearly display at the point of sale a notice that he is obliged by law to participate in the out-of-court settlement of consumer disputes.
The out-of-court settlement of a consumer dispute in accordance with this law may last no longer than 90 days from the date of submission of the proposal.
As an exception to paragraph 4 of this article, in justified cases where the subject of the dispute is complex, the 90-day period can be extended by a maximum of another 90 days, of which the body shall notify the consumer and the trader without delay.
The consumer may opt out of further participation in the out-of-court settlement of the consumer dispute until the end of the proceedings.
Out-of-court settlement of consumer disputes does not apply:
– to resolve disputes according to the procedures established by the trader himself;
– in direct negotiations between the consumer and the merchant;
- when the judges try to resolve the dispute during the court proceedings by conciliation of the parties;
– in the proceedings initiated by the merchant against the consumer;
– in disputes whose value exceeds 500,000 dinars
- In consumer disputes that are the subject of the Law on Consumer Protection, if the out-of-court settlement of disputes is regulated by a special law, especially in the field of providing electronic communication services, postal services, financial deals, travel services;