1. How to complain
You can make a complaint by:
- email to hello@lumthera.com, with “Complaint” in the subject;
- post to Miloš Trifunović PR LUMTHERA, Put Vencom za Sušicu 2, 32102 Loznica, Čačak, Serbia;
- phone on +381 69 100 4502, monday to friday, 09:00–17:00 central european time. We then confirm your complaint in writing.
Please include:
- your name and contact details;
- what you bought and when, with the reference or invoice number if you have it;
- what went wrong;
- what you would like us to do, for example fix the problem, redo part of the work, or refund an amount.
2. What happens next
- We confirm that we have received your complaint and give it a reference number.
- We reply in writing within 8 days of receiving it, saying whether we accept it and how we propose to resolve it.
- If we accept the complaint, we carry out the agreed solution within 15 days of your agreement, unless we agree a different time with you.
- If we reject it, we explain why in writing and tell you what other options you have.
Making a complaint is free.
3. Complaint records
We keep a record of every complaint and how it was resolved for at least two years from the date it was received, as Serbian consumer protection law requires.
4. Out-of-court dispute resolution
If you buy as a consumer and we cannot resolve your complaint between us, you can use out-of-court resolution of consumer disputes. We are required to take part in it. It is voluntary for you, and it does not stop you from going to court. The list of bodies authorised to resolve consumer disputes out of court is kept by the Ministry of Internal and Foreign Trade of the Republic of Serbia.
Business customers can raise any unresolved dispute under the law and disputes section of our terms.