Return policy
—Return & Exchange & Refund
It is very important to us that your shopping experience is positive and satisfactory. If you are not satisfied with your purchase or if it arrived damaged, please write to us and we will try to fix the problem as quickly as possible. Replacement, return, and refund of products are carried out following the law on consumer protection. Many products ordered by a customer are custom-made for that customer after their order confirmation. The user could exchange the product free of charge, only if he received the wrong product due to our mistake, and within 24 hours of receiving the product with a previously written complaint. After the expiry of that period, it is considered that the customer has no objections to the product and has decided to keep it. The customer agrees and will not request a refund if the colors on the product received are not identical to the colors on the product images on the Website. Colors may vary due to monitor resolution and quality and other technical factors on the website. The customer agrees and accepts and will not under any circumstances request a refund if the dimensions of the product differ by up to 5% (five percent) of the dimensions printed on the product website.
Return and refund of the digital product is not possible. Product returns are possible within 14 days under certain conditions following the Law on Consumer Protection in Serbia. To be eligible for a refund, the product must be unused, unopened, undamaged, and in the same packaging it was sent in. The product must be in its original packaging. The product must have an invoice as proof of purchase. The shipping costs of product returns are paid by the Buyer. When we receive the product back, we will inspect it and notify you that we have received the returned product. We will notify you of the refund status once we have reviewed the product and its packaging. If your refund is approved, we will initiate a refund to your card (or original payment method). You will receive a refund within thirty working days less the amount of delivery of the shipment to the customer and the costs of the bank and payment processors. So, we will refund the amount you paid for the price of the product, while courier delivery costs and bank and financial intermediary costs (bank and payment processor costs) cannot be refunded. If the original packaging of the product is opened or damaged, and the product itself has not been used, the customer can, at the sole discretion and non-binding right of BINIS ALPHA, receive partial compensation in the amount of 50% of the product price. If the product packaging has been opened or damaged, refunds will be refused in full.
You are responsible for paying your costs for returning your item. Courier delivery costs, and bank and payment processor costs are non-refundable. If you receive a refund, those charges will be deducted from your refund. If you have questions about how to return a product to us, please contact us. The customer can exchange the paid order for another product of the same or higher value (if the value of the new order is higher, the customer must pay the difference in money) without penalty only for the first 6 hours after we receive the paid order. If the customer wants to exchange the product after receiving the product, due to personal reason, the customer must contact us and the decision is at the discretion of BINIS ALPHA, but the customer is responsible for the shipping costs for both products (the item from the customer to BINIS ALPHA and the other from BINIS ALPHA to customer) and we have the right to retain up to 50% of the value of the item. To exchange an item or change a paid order, the customer must notify us via email. Those goods must be returned to us unopened within 7 days of cancellation and must be received by BINIS ALPHA unopened and sealed in their original packaging in a condition suitable for resale. We cannot exchange opened products or opened packaging. Returned goods must bear the original invoice. Following the Law, edible products, products that are specially made for the customer as well as digital products cannot be returned. Please note that customs may open and check the package.
After you hand over the product to the courier, based on the delivery option you use, you may or may not receive a tracking number via the email address you provided us. From the time the courier receives the product from us, that product is the responsibility of the courier. If the delivery fails because the address provided by the customer is incorrect or incomplete and the item is returned to BINIS ALPHA, we will notify you and ask for your correct address and resend to you at your expense or agree with you not to resend and refund 50% product prices. If the customer needs the product, he must pay the shipping cost and we will re-ship it to the right address. If the delivery fails and the item is not returned to us, we cannot issue a refund. If the product is held at customs, the buyer is responsible for customs costs.
For refunds, we require the item’s serial number, a photo of the shipping label on the original package. A damaged product cannot be returned, whether the damage was caused by the customer or by a third-party during transport to the customer. All returned items must be in brand new, unused condition. Products made exclusively for the customer (e.g. customer logo on the item) cannot be returned/canceled/refinanced in any case. For a product that is made specifically and especially for the customer, it cannot be used in the option for the possibility of returning the cost of the item. No refunds can be requested for edible products. Digital products cannot be refunded.
-order
If the payment for the order has not yet been completed, the customer can cancel by clicking the "Cancel order" button on the customer's account. If the order is not paid for by the next day, it will be automatically canceled. If the order is canceled within 6 hours of payment, we will return the funds to you in the reduced amount of the bank rate and transfer. If the order is canceled within 12 hours of the paid order, we will refund 50% of the funds in the amount of cash fees and transfers. After 24 hours of the paid order and for a product that is not in return, the customer cannot cancel the order, the customer cannot request a refund while the goods are in transit. Delivered orders cannot be canceled.