Refund policy

Return and Refund Policy – The Tool Tuckshop

1. General Provisions

In accordance with the Consumer Protection Law of the Republic of Serbia (“Official Gazette of RS,” No. 88/2021), The Tool Tuckshop (SERAFIN IMPORTS DOO) provides consumers with the right to return goods and obtain a refund under the conditions outlined in this policy. This policy applies to purchases made in-store and online (distance purchases).

2. Seller Information

Name: SERAFIN IMPORTS DOO
Address: Darvinova 8, Voždovac-Belgrade 11010, Serbia
Email: operations@thetooltuckshop.rs
Phone: +381 65 9268 049
Tax ID: 114112206
Company ID: 21972894

3. Right to Return Goods Purchased Remotely

Withdrawal Period: Consumers have the right to withdraw from a distance contract (e.g., via www.thetooltuckshop.rs) within 14 days from the date of receiving the goods, without stating a reason (Article 27).
Withdrawal Notification: Consumers must notify The Tool Tuckshop in writing of their withdrawal via email to operations@thetooltuckshop.rs. The email must include the consumer’s name, address, order number, and purchase date.
Return of Goods: Goods must be returned within 14 days of the withdrawal notification, in their original packaging, undamaged, unused, and with all included tags and documentation (Article 35). The consumer bears the cost of return shipping, except in cases where the goods are defective or non-compliant.
Refund: Refunds will be processed within 14 days of receiving the returned goods, using the same payment method as the consumer’s original payment (Article 36). If the value of the goods is diminished due to improper handling, The Tool Tuckshop may deduct a proportional amount.

4. Complaints for Defective Goods (Non-Conformity)

Right to Complaint: Consumers have the right to file a complaint if the goods are non-compliant with the contract (e.g., defective, damaged) within 2 years from the purchase date (Article 54). Non-conformity includes defects in quality, functionality, or described characteristics.
Complaint Procedure: Complaints must be submitted in writing to operations@thetooltuckshop.rs or in person at Darvinova 8, Voždovac-Belgrade 11010, Serbia, within 2 months of discovering the defect (Article 56). The complaint must include a description of the defect, a copy of the receipt, and contact details.
Complaint Resolution: We respond to complaints within 8 days and resolve them within 15 days for repairs or replacements, or 30 days for technically complex products (Article 59). If the defect is reported within the first 6 months, it is presumed to have existed at the time of delivery unless The Tool Tuckshop proves otherwise (Article 55).
Resolution Options: Consumers are entitled to:

Free repair of the goods,
Replacement of the goods with an identical or similar product,
Proportional price reduction, or
Refund, if repair or replacement is not possible or causes significant inconvenience (Article 55).
Costs: All costs related to complaints (shipping, repair, replacement) are borne by The Tool Tuckshop.

5. Return of Goods Purchased In-Store

There is no legal right to return non-defective goods purchased in-store. However, The Tool Tuckshop offers the option of return or exchange within 30 days of purchase, provided the goods are unused, in their original packaging, and accompanied by the receipt. This benefit is part of our business policy and does not affect consumers’ legal rights.
Refunds or exchanges will be processed within 14 days of receiving the returned goods.

6. Exceptions to the Right of Withdrawal

In accordance with Article 37 of the Consumer Protection Law, the right to withdraw from a distance contract does not apply to:

Goods made to the consumer’s specific order (e.g., customized tools),
Goods that spoil quickly or have a limited shelf life,
Sealed goods that are not returned in sealed condition for hygiene reasons,
Digital content delivered on a non-material medium if delivery began with the consumer’s explicit consent.

7. Obligations of The Tool Tuckshop

Before purchase, consumers will be informed about the return policy, withdrawal period, and complaint procedure, in accordance with Article 29 of the Consumer Protection Law.
All fiscal receipts are issued in compliance with the Fiscalization Law (“Official Gazette of RS,” No. 153/2020). In case of a refund, a fiscal receipt for the refund is issued.

8. Contact and Complaint Submission

For all information, complaints, or returns, contact us:

Email: operations@thetooltuckshop.rs
Phone: +381 65 9268 049
Address: Darvinova 8, Voždovac-Belgrade 11010, Serbia

Complaints can be submitted in writing via email or in person. We respond to complaints within 8 days of receipt (Article 60). If the consumer is not satisfied with the resolution, they may contact the National Consumer Organization of Serbia or the competent court in Belgrade.