Complaint Procedure Policy

Based on the provisions of the Consumer Protection Law ("Official Gazette of RS", No. 62/2014, 6/2016 and 44/2018), the Trade Law ("Official Gazette of RS", No. 52/2019) and the Personal Data Protection Law ("Official Gazette of RS", No. 87/2018), the Director of Galena Lab Pharmaceutical Institution, Južni bulevar No. 38, 11000 Belgrade, hereby adopts:

Policy on Consumer Protection and Complaint Procedures for Goods Purchased Through the Galena Lab Website

This policy regulates the rights and obligations of customers (consumers), the manner and procedure for resolving complaints and withdrawal from distance contracts.

I. GENERAL PROVISIONS

Article 1.
Galena Lab Pharmacy sells products online while ensuring consumer rights protection, compliance with legal obligations, and safety of medicines, supplements, and dermocosmetics trade.

Article 2.
The Pharmacy must not discriminate against consumers on the basis of gender, age, residence, or any other criteria provided by the Consumer Protection Law.

Article 3.
A consumer is a natural person who purchases goods for personal needs, who enjoys rights under this Policy and legal regulations, including the right to complaint and contract withdrawal.

II. CONSUMER RIGHTS AND OBLIGATIONS

Article 4.
The consumer has the right to:

Article 5.
The consumer may exercise the right to complaint by submitting proof of purchase (invoice, order number, fiscal receipt).

Article 6.
Without proof of purchase, the Pharmacy cannot accept a complaint.

Article 7.
The Pharmacy is obliged to provide the consumer with all necessary information: product description, basic characteristics, price, payment method, delivery method and time, complaint procedure and place of receipt.

III. PHARMACY OBLIGATIONS

Article 8.
The Pharmacy is obliged to issue a fiscal receipt for all purchased goods, in accordance with legal regulations.

Article 9.
Sales are conducted in compliance with regulations on health protection and economic interests of consumers.

Article 10.
The sale of one product must not be conditioned by the purchase of another product.

Article 11.
The Pharmacy is responsible for non-conformity of the product with the contract. It is presumed that non-conformity existed if it appears within 6 months from the date of product delivery, unless the nature of the product or non-conformity indicates otherwise. The Pharmacy's liability period for non-conformity is two years from the date of product delivery.

Article 12.
The risk of accidental loss or damage to goods is borne by the Pharmacy until delivery to the customer or a third party designated by the customer (not the carrier). After delivery, the risk is borne by the customer, unless the complaint concerns non-conformity.

IV. COMPLAINT PROCEDURE

Article 13.
Complaints may be submitted:

Article 14.
The Pharmacy maintains complaint records for at least 2 years and confirms receipt of the complaint to the consumer with a record number.

Article 15.
The Pharmacy responds to the consumer no later than 8 days from receipt of the complaint, with a decision on acceptance or rejection of the complaint and a proposed solution. The deadline for resolving the complaint is a maximum of 15 days.

Article 16.
If the product is non-conforming with the contract, the consumer may request:

The costs of remedying non-conformity are borne by the Pharmacy.

V. RIGHT OF WITHDRAWAL

Article 17.
The consumer may withdraw from the contract within 14 days from the date of product receipt. Return costs are borne by the customer, unless the product is defective or the Pharmacy assumes the costs.

Article 18.
The withdrawal statement form may be submitted:

Article 19.
The statement is considered timely if sent within 14 days, and the Pharmacy is obliged to confirm receipt.

Article 20.
The withdrawal period runs from the date of receipt of the last shipment in case of multiple deliveries or periodic deliveries.

Article 21.
The Pharmacy refunds no later than 14 days from receipt of the withdrawal statement, using the same means of payment, unless the customer expressly requests otherwise.

Article 22.
The consumer does not have the right to withdrawal in the case of:

VI. AUTHORIZATIONS AND RESPONSIBILITIES

Article 23.
The persons responsible for implementing the Policy are the Person authorized for complaints and the Director of the Pharmacy.

VII. OTHER PROVISIONS

Article 24.
Complaint records are maintained monthly and submitted to competent authorities.

Article 25.
Resolved complaints are discharged from the records.

Article 26.
Goods purchased on sale or promotion are also subject to complaints.

VIII. TRANSITIONAL AND FINAL PROVISIONS

Article 27.
Amendments and supplements to the Policy are made according to the procedure for adopting the Policy. All matters not regulated by this Policy shall be governed by the provisions of the Law on Obligations, the Trade Law, and the Consumer Protection Law.