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Conditions for complaints

According to the General Terms and Conditions, the user has the right to return, without giving any reason, any product purchased from the online store owned by "MarmaZIN" OOD, within 14 (fourteen) days from the date of receipt of the product.

In order for the complaint to be honored, it will be necessary to return the product/s purchased from the online store, owned by "MarmaZIN" OOD, in commercial form - preserved packaging, preserved stickers, complete set, exactly the way in which the product has been received. "Marmazin" Ltd. reserves the right to REFUSE APPROVAL OF A CLAIM when one or more of the above conditions are not met, as well as in cases determined by the PRODUCT SPECIFICATIONS described below. After the expiration of fourteen days from the date of receipt of a product, it is NOT subject to return and/or warranty service, except in cases where this is part of the purchase contract for the respective product and is explicitly mentioned on the Internet page of the respective product , as well as the accompanying documents upon receipt after purchase.

For the sake of convenience, we attach a sample of the PPE regarding the conditions for complaints published on

"Art. 50. The consumer has the right to withdraw from the contract at a distance or from the contract outside the commercial establishment, without giving a reason, without owing compensation or a penalty and without paying any costs, with the exception of the costs provided for in Art. 54, para. 3 and Art. 55, within 14 days from the date of:
1. conclusion of the contract - in the case of a service contract;
2. acceptance of the goods by the consumer or by a third party other than the carrier and specified by the consumer - in the case of a sales contract

Art. 52. When the consumer wants to withdraw from the contract at a distance or from the contract outside the commercial establishment, he informs the trader of his decision before the expiration of the period under Art. 50.

Art. 55. When the consumer exercises his right of withdrawal from the distance contract or the off-premises contract and when the trader has not offered to collect the goods himself, the consumer must send or hand over the goods back to the trader or to a person authorized by him without undue delay and no later than 14 days, counted from the date on which the user notified the merchant of his decision to withdraw from the contract under Art. 52. The deadline is deemed to have been met if the consumer sends or hands over the goods back to the trader before the expiry of the 14-day period.
(2) The user pays only the direct costs for the return of the goods under para. 1 except in cases where the trader has agreed to pay them, or if the trader has not informed him that the costs of returning the goods are paid by the consumer."



More information
In case of a factory defect of the product/s, established by the customer upon receipt by the courier, the customer returns the product at the expense of the MERCHANT ("Marmazin" Ltd.) and has the right to exchange it with the same or another product, after prior agreement;

In case of receipt of a product by an employee of a forwarding company (Econt Express, Speedy, etc.) with damaged packaging integrity, breakages and others caused by transportation, a claim will be approved ONLY in case of confirmation by the courier and forwarding company to the fact that the damage occurred as a result of transportation and through the fault of the forwarder. In the event of such a situation, please contact a representative of the online store immediately and refuse to accept the shipment from an employee of the forwarding company;

IMPORTANT: When submitting a claim to "Marmazin" OOD, the transport costs are FOR THE ACCOUNT OF THE BUYER, in accordance with Art. 55 of the Civil Code. When filing a complaint, the customer has the right to choose the method of transporting the product and/or the forwarder with which the shipment will be delivered to the office of "MarmaZIN" OOD. All shipments NOT sent to a physical address specified by "Marmazin" Ltd. will be refused and returned back to the customer at his expense. "Marmazin" Ltd. reserves the right to refuse shipments based on a complaint in cases where the transport costs have not been paid by the customer.

A shipment received under a complaint is checked by an employee of "MarmaZIN" OOD in the presence of an employee of a forwarding company, and in case of discrepancies with what was described by the customer when submitting a complaint, the circumstances of the discrepancy should be investigated and clarified.;

A shipment received under a complaint is evaluated by an employee of "Marmazin" Ltd. before its approval.;

When presenting a complaint, regardless of whether it is presented within 14 days from the date of receipt, or after it, when the product is subject to another type of after-sales service, you must return the product to "MarmaZIN" OOD together with all the purchase receipts received. and additional documents and explanatory forms (invoice, receipt, receipt, warranty card, etc.);

In the event of a complaint, you must complete the electronic form

Electronic form for complaints

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