Reclamation Policy

Consumer rights

 We would like to inform you that according to the Law on Consumer Protection (“Official Gazette of RS”, no. 62/2014 and 6/2016 – other law), hereinafter: the Law, purchase through our online sales website of the company www.sayagroup. rs considers distance selling.

In the case of distance buying, the seller is not obliged to issue a fiscal invoice to the buyer, and in accordance with Article 2, paragraph 1, item 1 of the Decree on determining the activity in which there is no obligation to record turnover through the cash register (Official Gazette of RS, no. 61/10, 101/10, 94/11, 83/12, 59/13, 100/14), but all rights can be exercised by the consumer on the basis of a distance selling contract.

If the contract is concluded outside the business premises, ie at a distance, the consumer has the right to withdraw from it within 14 days from the date of conclusion of the contract without stating the reasons and additional costs (exceptions are costs from Articles 34 and 35 of the Law on consumer protection). The consumer bears the direct costs of returning the goods. The consumer is fully responsible if there is a decrease in the value of the goods due to inadequate handling of the goods, ie. if the handling of the goods exceeds what is necessary to establish the characteristics and functionality of the goods.

The consumer has the right to withdraw from the contract with a statement that he can give on a special form for withdrawal from the contract concluded at a distance, ie outside the business premises or in another unambiguous way (hereinafter: withdrawal form). If you want to return the ordered goods, download the form HERE

If you want to cancel the purchase, fill out the form to cancel the purchase, send it to us by e-mail at: or by mail to the address: Surčinska 94,11070 Belgrade.

If the buyer wants a refund when canceling or returning the ordered goods, he is obliged to provide us with: purchase order number, current account number to which the refund should be made, personal data of the customer and account holder (All data to be filled in are in the form).

You can send the data by e-mail to or in writing with the returned order. The deadline for cancellation and refund is also 15 working days. The product must be in good condition and undamaged. The cost of returning the goods is borne by the buyer. In agreement with our administrator, you organize the return of the package.

A statement of withdrawal from a distance contract and a contract concluded off-premises is considered timely if it is sent to the trader within 14 days. The statement of withdrawal from the contract has legal effect from the day it is sent to the trader. The seller is obliged to notify the buyer of the receipt of the form without delay electronically.

After the expiration of the deadline from Article 29 of the Law on Consumer Protection, all consumer rights to withdraw from the contract cease and are not possible. Pursuant to Article 29, paragraphs 2, 3 and 4 of the Law on Consumer Protection, it is stipulated that in the case of a contract for the sale of goods, the period of 14 days begins to count from the moment the goods arrive in the country of the consumer or a third party that the consumer determined (that it is not a carrier).

If the consumer uses one purchase order to order several types of goods that are delivered separately, the period of 14 days is calculated from the moment when the last type of ordered goods arrives in the country of the consumer or a third party designated by the consumer (not the carrier). If the delivery of goods consists of several parts and shipments, then the period of 14 days begins to count when the last part or shipment arrives in the country of the consumer or a third party designated by the consumer (and not the carrier).

It is the responsibility of the consumer to bear the costs of paying for the return of the goods in case the buyer withdraws from the contract and for distance contracts, if the goods cannot be returned by mail due to their characteristics, the consumer bears the costs.