The Serbian version of this page is the legally authoritative text.
If you purchased goods in our retail shop and have comments, complaints or objections, you may contact us at any time using the form at the bottom of this page.
To submit a complaint concerning an item purchased in the retail shop, please bring the item and the fiscal receipt or another proof of purchase to the retail shop where the purchase was made. You will receive detailed instructions and assistance with submitting the complaint.
If you purchased goods in the online store, please inspect the parcel in the courier’s presence when accepting it. If it shows visible damage, such as torn or crushed parts, you should not accept it. In this case, please call us at 036 613 380. We will inform you of the next steps as soon as possible.
If, after opening the parcel, you find that the delivered goods do not match your order or that the invoice details are incorrect, please contact our customer support no later than 24 hours after receiving the parcel.
If the purchased product shows a lack of conformity within the meaning of the Serbian Consumer Protection Act, please contact our customer support.
Please prepare the following information:
- Your invoice/delivery note number
- The item code and size you wish to complain about
- A description of the problem
You can provide the requested information by completing the form at the following link, by calling 036 613 380, or in person with the invoice/delivery note or another proof of purchase and the item concerned, at Opanak Zlatibor, Miladina Pećinara, 31315 Zlatibor, on weekdays from 9:00 to 16:00.
We will respond to your complaint in writing or electronically as soon as possible and no later than eight days after receiving it, and inform you of the next steps. The deadline for resolving a complaint is 15 days from the date it is submitted.
The official Rulebook on consumer complaints for goods purchased through the online store can be found here. The complaint form can be downloaded here. If goods paid for to the courier, i.e. cash on delivery, are returned, the return costs are not borne by Opanak and are payable by the customer.
NOTE: By confirming an order and clicking the CONFIRM ORDER button, you agree to the complaint terms.