Return Policy and Complaints

The Vondi platform (vondi.rs) is an online marketplace operated by VONDI GLOBAL D.O.O. BEOGRAD, PIB: 115369231, MB: 22148117. Goods on our platform are sold by registered sellers; Vondi, as an intermediary, secures the transaction: with card payments the amount is held for a set number of days from the moment of payment (the exact period is stated in the order itself) and does not go to the seller during that time. Cash on delivery and IPS QR have no hold — cash is collected by the courier and IPS is settled instantly. Vondi, as the platform operator that issues the fiscal receipt, assumes responsibility for refunding consumers and ensures compliance with all deadlines stipulated by the Consumer Protection Act. The seller listed in the order confirmation is responsible for product quality, conformity and warranty, while Vondi guarantees the fulfillment of all financial obligations to the buyer.

Consumer rights are governed by the Consumer Protection Act (Official Gazette RS, No. 35/2026) and apply to all purchases made through the Platform.

Last updated: 30 March 2026.

Right of Withdrawal (14 days)

• Article 29 paragraph 1 of the Act: you have the right to withdraw from the contract within 14 days, without giving any reason and without additional costs (except the cost of returning the goods under Art. 35 and 36 of the Act).
• The period runs from the day the consumer or a third party designated by the consumer physically takes possession of the goods.
• Return requests are submitted via the user panel (My Orders → Return). Alternatively: email [email protected] or by letter to Patrisa Lumumbe 70, 11060 Beograd (Palilula).
• The notice is considered timely if it is sent before the expiry of the withdrawal period.

Condition of Goods on Return

• Goods must be unused, in their original packaging, with all parts, accessories and accompanying documentation.
• You may examine the goods as you would in a physical store, but may not use them for the purpose for which they are intended.
• Handling that exceeds what is necessary to establish the nature and functioning of the goods makes the consumer liable for the resulting diminution in value (Art. 36 paragraph 4 of the Act). In practice, the seller deducts that amount from the refund.
• Deadline for returning goods: 14 days from the date of the withdrawal notice.

Exceptions — Goods that Cannot Be Returned

In accordance with Art. 38 of the Act, the right of withdrawal does not apply to:

Return Costs

• Original delivery costs ("there"): refunded by the seller up to the standard delivery cost.
• Cost of returning goods ("back"): borne by the consumer, EXCEPT where the wrong or defective goods were delivered, or where the seller agreed in advance to bear those costs.
• Recommended return service: Post Express (Pošta Srbije) with proof of delivery.

Refund

• Deadline: no later than 14 days from receipt of the withdrawal notice (Art. 35 paragraph 1 of the Act). The Vondi platform automatically initiates a refund as soon as the seller approves the request (or after the 48-hour automatic approval deadline expires). The refund may be delayed until the goods are received back or proof of dispatch is provided.
• Card payment → automatic refund to the same card; IPS QR → refund to the same current account; cash on delivery (COD) → refund to an account specified by the consumer.
• Card payment protection — two different cases, with different timings. If the funds have not yet been transferred to the seller, Vondi cancels the hold on your card: this is not a new transfer but the lifting of a block, so the money becomes available sooner. If the funds have already gone to the seller, the refund is a reverse transfer and takes longer. In both cases Vondi starts the refund immediately — what remains is the processing time of your bank or the payment institution, which Vondi does not control. Cash on delivery and IPS QR have no hold, so the refund is made by bank transfer to the account you provide.

Return Procedure — Step by Step

1. 1Initiate a return request within 14 days of receiving the goods via the user panel (My Orders → Return). Attach photos and state the reason.
2. 2The Vondi system automatically verifies conditions (return window, quantities) and forwards the request to the seller.
3. 3The seller has 48 hours to approve or reject the request. If no response is given within the deadline, the request is automatically approved by the system.
4. 4After approval, choose the return shipping method (courier or drop-off point). Deadline: 7 days (reminder), 14 days (automatic cancellation of the request).
5. 5The refund is processed automatically by the Vondi platform: to the card, current account, or original payment method.
6. 6Both buyer and seller receive email notifications at every step of the procedure (creation, approval, refund).
7. 7If the seller rejects the request, the buyer may open a dispute. Disputes are resolved by Vondi administration, and both parties are notified of the outcome.

Complaints — Defective or Non-Conforming Goods

Vondi accepts complaints on behalf of the seller and ensures compliance with statutory response deadlines.

• Complaint period: 2 years from the date of delivery (Art. 59 para. 1 of the Act).
• Non-conformity exists when goods: do not match the description given before purchase, do not possess the qualities shown in a sample or model, are not fit for the purpose for which goods of that type are normally used, or are of unexpected quality.
• First year after delivery: it is presumed that the non-conformity existed at the time of delivery (the burden of proof lies with the seller).
• Consumer rights (applied in order): 1) free repair or replacement within 30 days; 2) price reduction; 3) contract termination and refund.

Complaint Procedure

• Submission: by email [email protected], via the user panel (My Orders → Complaint) or by phone +381 60 448 5063.
• In your complaint please state: order number, description of the problem, photos, and what you are requesting (repair, replacement or refund).
• Deadlines: the seller must respond to the complaint within 8 days at the latest; the complaint must be resolved within 15 days, or 30 days for technical goods and furniture, from the date it was filed (Art. 63 paras. 9 and 11 ZZP).
• If the seller does not respond within the deadline, the complaint is deemed accepted.
• All justified complaint costs (delivery, repair, replacement) are borne by the seller.

Warranty

• A warranty is a voluntary undertaking by the manufacturer or seller and does not exclude or limit the statutory rights of the consumer (2 years).
• The warranty card must accompany the product and state: the name and address of the warrantor-seller, the duration of the warranty and the conditions for service interventions.

Out-of-Court Dispute Resolution

• Vondi mediates in disputes between buyers and sellers free of charge.
• A consumer may lodge a complaint with the National Register for Out-of-Court Consumer Dispute Resolution: vfrps.gov.rs.
• Market Inspection: for reporting unfair business practices and violations of the Consumer Protection Act.
• Court proceedings: court of the consumer's place of residence, in accordance with applicable legislation.