Complaints and Returns

Right of Cancellation of the Contract and Conditions of Return and Complaint of Goods

The Buyer has the right to withdraw from the Contract pursuant to Article 37, paragraph 1, item 5 of the Law on Buyer Protection (Official Gazette of RS, No. 62/2014, 6/2016 - other law and 44/2018 - other law ) because the products offered by Vanilla Cakes PR are of such a nature that they cannot be returned due to the health risks of the product itself.

The Buyer has the right to make a complaint to the Seller electronically at the following email address: reklamacije@vanillacakes.rs, by phone: 066 / 677-7330 or in writing to Vanilla Cakes PR, Slobodana Jovanovica 5, 11060 Belgrade.

Claims are possible when the following conditions are met:

  • delivery of goods not ordered
  • delivery of non-compliant goods ordered
  • delivery of defective goods or damage that did not occur during transport (hidden defects)

The Buyer is obliged to inspect the delivered goods immediately upon receipt and to immediately inform the Supplier or Seller of any defects in accordance with the above information.

In order for the Buyer to exercise the right to make a complaint, it is necessary to attach the invoice received to the e-mail address to which it is registered, which confirms the purchase of the product being advertised. In addition, it is necessary to state the reason for claiming the product in order to facilitate and expedite the checking of the product's defectiveness.

The terms of claim also apply to legal entities as Buyers of Vanilla Cakes PR products, except that the reasons for the complaint relate only to visible and hidden defects in the ordered goods and do not cover product defects.

When receiving a product for reclamation, one of the copies of the form is obtained by the Buyer as proof of submission of the product for reclamation. Vanilla Cakes PR is obliged to make a statement at the request of the Buyer within 8 days from the day of receiving the complaint, as well as to resolve the accepted complaint within 15 days.

Complaints submitted by legal entities as Customers are not respected if the product is not in its original packaging. If the error is due to Buyer misconduct or if it is found that the product being advertised is a product of another manufacturer (abuse of rights), the complaint will not be accepted.

In case of return of goods and refunds to the Buyer who has previously paid for one of the payment cards, partially or in full, and regardless of the reason for the return, Vanilla Cakes PR will refund the paid purchase price through VISA, EC / MC and Maestro methods payments, which means that at the request of Vanilla Cakes PR, the bank will make a refund to the cardholder's account.


Ensuring the safety of using online shopping

As a Buyer when registering at an Online Store, you are required to specify your password, and you are required not to make it available to third parties. As a Buyer, you are independently responsible for all orders and any actions ordered under your order. If you find out that your password has been discovered or have a doubt, you are obliged to notify us of this fact as soon as possible by calling the following telephone number: 066 / 677-7330 or by e-mail office@vanillacakes.rs, as we would give you instructions on how to change your password.

If Vanilla Cakes PR suspects that there is a security breach in the online store, Vanilla Cakes PR has the right to ask you to change your password or to block your account.

All sites of the Internet shop where confidential information is exchanged (password, payment via internet ..) are protected using SSL security protocol (128-bit data protection). SSL security encryption is a standard data protection technology that enables secure data exchange between your browser and Internet store pages.

Vanilla Cakes PR Online Store uses a cookie exclusively as a session identifier, meaning a cookie contains a so-called cookie. 'Session id', to ensure that during the session the webshop recognizes and remembers the user's browser and thus enables the user to make purchases.


Exclusion from internet sales services prodaje

The cost of using the Internet, the telephone, the use of the device to access the Web site does not fall within the scope of Internet sales services, and Vanilla Cakes PR is free from any liability for the listed costs of the Buyer.


Intellectual property

The content of the Vanilla Cakes PR Online Store is protected, and the aforementioned entrepreneurial shop has a unique right to use it. For any commercial use of the content, you must obtain Vanilla Cakes PR consent by emailing office@vanillacakes.rs


Temporal validity of rules

Vanilla Cakes PR may, at any time, terminate or modify any of the Terms and Conditions of Use of the Online Sales. Any modification or revocation of the Terms and Conditions of Use shall be effective as of the time of commencement on the Internet sales websites. If you continue to use the Vanilla Cakes PR Internet Store Websites after the Terms and Conditions of Use have been modified, you are deemed to have accepted the new Online Store Terms and Conditions. Vanilla Cakes PR is hereby released from liability for any consequences resulting from changes to the Online Store Terms.

If you do not agree to the Terms and Conditions of use of the Internet Store, after changing or after registering as a Buyer, please do not use the Internet Store website. Please contact us by email at office@vanillacakes.rs, or by phone at 066 / 677-7330 or in writing at Vanilla Cakes PR Slobodana Jovanovića 5, 11060 Belgrade, to delete your data from the registry.