Returns

If you are not satisfied with a purchased product or wish to withdraw from the purchase, on this page you can find the conditions and procedure for returning goods in the Alqvimia online store.

When you can return goods

If after receiving the shipment:

• you find that, due to an Alqvimia error, a product you did not order has been delivered to you,
• you find that, due to an Alqvimia error, in addition to the product you ordered, a product you did not order has also been delivered and invoiced, or
• for any reason you have changed your mind and withdrawn from the purchase,

you have the right to return the disputed products to Alqvimia, and we will refund your money or replace the product with another product, at your choice.

Return conditions

The conditions under which we will enable a return are as follows:

• the goods you return to us must be unopened and unused
• no more than 14 days have passed since the day the goods were delivered to you (including non-working days)
• you have completed and sent us a Statement of withdrawal from a distance purchase or a contract concluded outside business premises to the e-mail address info@alqvimia.rs
• Alqvimia has confirmed receipt of the Statement of withdrawal from a distance purchase or a contract concluded outside business premises
• you have packed the product before transport in an adequate manner that reduces the risk of damage during transport
• you have enclosed with the product all documents provided to you upon delivery (invoice, cash receipt, delivery note, etc.)
• Alqvimia has confirmed receipt of the shipment that meets the conditions for a refund

How to start a return

Send us an e-mail at info@alqvimia.rs with your return request, order number and reason for the return. After we confirm receipt of the request, you will be informed about the next steps for returning the goods.

Within 14 days of receipt of a proper item, Alqvimia will refund the paid amount by payment to the account you stated in the Statement of withdrawal from a distance purchase or a contract concluded outside business premises.

Refunds

In the event of a return of goods and a refund to a customer who previously paid by one of the payment cards, partially or in full, regardless of the reason for the return, Alqvimia is obliged to make the refund exclusively via the same payment method, which means that the bank will, at the seller’s request, refund the funds to the cardholder’s account.

Complaints due to damage or error

We guarantee a refund or product replacement if the product is delivered damaged, as well as if we have sent you a product you did not order. We accept complaints within 24 hours of receipt of the shipment. In the event of a complaint, the customer is obliged to return the shipment to the trader at their own expense. A refund/replacement is made upon receipt of the returned product and after approval of the complaint.

Important notes

Alqvimia is not responsible for damage caused because you did not adequately pack the items you wish to return before transport. As a result, the product may be delivered to us as damaged and you will not be able to exercise your right to unilateral termination and a refund. Please therefore pack the products you wish to return in an adequate manner.

In accordance with legal norms, you are obliged to bear the costs of return.

You can also find more information about purchasing and complaints on the Terms of use page.

Contact

For all questions regarding returns, you can contact us:

Alqvimia
Kralja Petra 87 – 89, 11000 Belgrade
Tel: +381 62 555 152
E-mail: info@alqvimia.rs