Complaints and warranty

1. How to make a complaint

You can make a complaint in any of the following ways:

• by email to info@cleanbazeni.com;
• by phone on +381 64 616 5521;
• in writing, by post to the address given in our Imprint;
• in person at the same address.

You do not need internet access to make a complaint.

2. What to include

• your name and contact details (phone or email);
• the invoice, contract or other proof of purchase (a copy is sufficient);
• a description of the defect and when you noticed it;
• photos or a video, if possible – they help us assess the problem faster;
• what you are requesting, for example repair or replacement, a price reduction or termination of the contract.

3. Confirmation of receipt and deadlines

• We record every complaint and confirm its receipt, stating the number under which it has been registered.
• Within 8 days of receiving the complaint at the latest, we inform you in writing or electronically whether we accept it; if we do not, we give our reasons.
• We resolve an accepted complaint within the statutory deadline – no later than 15 days after it was submitted, or 30 days for technical goods and furniture.
• If, for justified reasons, we cannot resolve the complaint within this deadline, we inform you before it expires, state a new deadline and ask for your consent, as required by law.
• We keep the complaints record for at least two years from the date the complaint was submitted.

4. Statutory rights and commercial warranty

Under the Serbian Consumer Protection Act, we are liable for any lack of conformity of the goods with the contract that becomes apparent within two years of delivery. These statutory rights apply regardless of any warranty.

In addition, we provide a commercial warranty of 5 years on the pool shell and 2 years on the installed equipment, under the conditions stated in the contract or warranty certificate. The warranty is an additional commitment on our part and does not limit your statutory rights; warranty conditions, for example regarding maintenance, apply to the warranty only.

5. If you disagree with our decision

Please contact us first – most misunderstandings can be resolved by agreement. You can also try to settle the dispute out of court before a body for the out-of-court resolution of consumer disputes listed by the Serbian ministry responsible for trade. Your right to go to court remains unaffected. If you are a consumer habitually resident in another country, you also retain the protection of the mandatory consumer protection rules of that country.