Complaint

Claims policy

If you want to submit a complaint about any product you bought through our website, you can do so by sending an email to office@ninarajak.com. To exercise your right to submit a complaint a proof of purchase of the advertised product is required. For every purchase through our website, a fiscal invoice will be sent to the email address you provided during the purchase, as proof of purchase. It is important that you save all the documentation you received until the end of the two-year period during which the seller is responsible for the non-conformity of the product. That is, as long as the warranty period is valid - in case the manufacturer of the product has issued a warranty certificate. Please also keep the original packaging.

After you submit a complaint to us by mail, we are obliged to confirm you about the reception of the complaint and inform you of the number under which it is registered in our records. We are obliged to respond to your complaint within 8 days, at the latest. It is important to note that we will count the 8-day period from the moment you send us the goods to the agreed address, because we can only determine if there is a defect after receiving the goods. In case of a complaint, NinaRajak.com bears the costs of sending the package through the postal operator we cooperate with, Bexexpress, to the supplier to determine the defects. We will answer your claim , after receiving the package, as to whether your complaint has been accepted, and form a  statement and a specific proposal for resolving the complaint. If the complaint is accepted, we are obliged to resolve it within 15 days, or 30 days for technical goods. If there are difficulties in resolving the complaint, we will ask for your consent to extend the deadline for resolving the complaint.

If your complaint is not accepted, you bear the costs of sending the goods and the costs of fault diagnosis according to the price list of the authorized service.

When it comes to a damaged shipment, please notify us of any damage caused during transportation, missing parts, or defective product within 24 hours of receiving the shipment at the latest. If there is visible damage on the packaging, we advise you not to accept such a shipment.