Due to the specific nature of the goods and services available for order on the www.azbukum.edu.rs website, Azbukum Centre informs customers that when assessing their quality, these goods and services must be compared  and considered in comparison with goods and services of the same type. Customers who purchase goods (printed books) consent that they are obligated to inspect the contents of the package upon receipt to verify that the contents conform to the order, and whether they have been damaged during shipping. The customer must inspect the packaging for damage. In the case of visible damage to the package, the customer must not accept the delivery. Claims for damage must be addressed to the delivery service immediately upon receipt. For claims regarding damage to goods (books) which are delivered to the customer damaged within the original packaging, and where the damage is not caused by the shipping process, the seller is obligated to exchange the merchandise free of charge or to refund to the buyer the sum that was paid and cancel the transaction for the merchandise. All costs to make the goods match the contract, and especially costs associated with shipping, will be borne by the seller.

The seller bears no responsibility if the goods (books) are lost during shipping. Assistance in the form of checking the status of packages within the territory of the Republic of Serbia will be provided by the seller. Once goods have crossed the border of the Republic of Serbia into the territories of other states the seller does not have any further capability of assisting in this capacity, and customers are responsible for locating and tracking their packages themselves. If, upon receipt of the goods, the buyer finds that the goods (books) do not match what was agreed to, the buyer has the right to refuse the defective item, that is to exchange the item for another within 14 days. Claims of this type must be addressed to the seller via email at kontakt@azbukum.edu.rs.

The purchaser of goods (books) and services (e-book format textbooks and/or AOS online programs) is responsible for reporting any goods found to be defective or any problems related to the user’s access to or the function of the AOS platform.

Complaints related to goods such as e-book format textbooks are required to be delivered to the seller at kontakt@azbukum.edu.rs, whereas complaints related to the online AOS Platform service must be directed to the email address aoserbian@azbukum.edu.rs.

Azbukum Centre will confirm via email the receipt of a claim or complaint regarding any goods or services, whether printed or electronic, within 8 business days with a response to the customer’s claim. The seller’s response must contain the decision as to whether the customer’s claim has been accepted, an explanation in the case that the claim has not been accepted, a declaration on the customer’s requested resolution to the claim, and a concrete proposal for the timeframe and the way the claim will be resolved if accepted.

The seller is obligated to act in accordance with the decision and proposal for resolution of a claim if the seller has arranged for and received the agreement of the customer. The interval within which a claim must be resolved is paused when the customer receives a reply from the seller from the previous paragraph, and restarts when the seller accepts the customer’s declaration. The customer is obligated to make a declaration in response to the seller’s answer no later than three days from receiving the seller’s response. If the buyer does not respond within the prescribed timeframe, it will be considered to mean that the buyer is not in agreement with the seller from the previous paragraph’s proposed resolution.

If the seller is unable to satisfy the customer’s request within the prescribed interval for objective reasons, the seller is obligated to inform the customer of the delay in resolving the claim and to provide a timeframe in which it will be resolved, as well as receive the customer’s agreement, which the seller is obligated to record within the record of the received complaint. It is only possible to extend the claim resolution timeframe once.