When picking up the package, please check your package in the presence of the courier. If there is visible damage on it (torn parts and crushing), you should not pick up the package. In this case, please call us at 064/8238-006, send an e-mail with your information (name, surname, telephone) to or send the completed form to West 65 mall, Omladinskih brigada 86 and state the reason why you refused to pick up the package. We will inform you as soon as possible about the further course of the claim.

If you have received the package and after opening the packaging you have found that the delivered goods are damaged, incompatible with the ordered one or the information on the is incorrect, please, no later than 24 hours from the moment of receipt of the shipment, call us at 062/8800604, or send us an e-mail with your information (name, surname, telephone) to and describe what kind of problem you have. As soon as possible, and no later than 8 days from the date of receipt of the complaint in writing or electronically, we will respond to the stated complaint and inform you of further action. The deadline for resolving the complaint is 15 days from the moment it is reported.

If the purchased product shows non-conformities in terms of the provisions of the Law on Consumer Protection, please notify us by sending an e-mail to or by calling the contact phone number 062/8800604.

Recovery of Funds

In case of withdrawal from the contract, the consumer has the right to a refund or exchange for another product. The amount paid for the product is refunded to the customer upon product retrieval, and after it is determined that the product is in undamaged and correct condition.

“Avensa Doo” is obliged to return to the consumer without delay the amount paid by the consumer on the basis of the contract, and no later than 14 days from the date of receipt of the withdrawal form, and after the receipt of the product.

The cost of returning the product and the money shall be borne by the customer, except in cases where the customer receives a defective or wrong item.

We undertake to refund the funds paid for the returned goods immediately upon receipt of the goods that are returned based on the cancellation of the contract.

Refund Procedure

Contact us by calling the contact phone number 062/8800604 or send us an e-mail to with the following information: account number/delivery note, number of your RSD current account and name of the bank where you have the account.

As soon as you provide the necessary information, documentation will be created, which will be forwarded to you with the refund procedure to the e-mail address you provided when creating the order.