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Complaint policy

Complaint policy

When taking over your package, we kindly ask you to inspect it at sight in presence of a delivery man. If there are any clear signs of damage, you shouldn’t take the package. In that case, please give us a call +381 62/1584-973 or send us an e-mail with your personal data (name, surname, phone number and order number) on our e-mail address office@yoaofficial.com and please write the reason why you had refused to receive the package. We will inform you shortly.

If you received your order, and after opening the package you found out that the goods don’t fit or the receipt isn’t the same, please check it with the delivery man. If there are any clear signs of damage, you shouldn’t take the package. In that case, please give us a call +381 62/1584-973 or send us an e-mail with your personal data (name, surname, phone number and order number) on our e-mail address officialmatteayoa@gmail.com and please write the reason why you had refused to receive the package. We will inform you shortly.

If there are any non-compliances in terms of the Law of customer protection, please take the steps as defined by the Rule book which is applied to those who buy online.

Goods together with the form You need to send a “Notice Board” to Mattea Concept doo (with an indication for the web shop), Blagoja Parovića 84, 11000 Belgrade.

The rules of procedure and how to deal with complaints via the Internet

Article 1.

By these rules trader is the one to define way, conditions and procedure of solving customer’s complaints due to mismatching the goods via yoaofficial.com and all the authorizations, obligations and responsibilities in terms of letting customers complain.

Article 2.

Consumer, in the sense of these rules, is any citizen who uses yoaofficial.com to purchase something online.

Article 3.

Request for a complaint can be sent by post to the following address: Mattea Concept LLC, 84, Blagoja Parovica street, 11000 Belgrade (to complaint service).

When sending a request for a complaint, consumer has to:

a) Send back the item along with the bill

b) Send filled in Complaint form, this form can be taken from the link COMPLAINT FORM.

c) He/She should state the reason of a complaint and desired solution to a situation

d) If the purchaser doesn’t write delivery code, that complaint wouldn’t be taken in consideration

Article 4.

Adequacy of a request for a complaint is evaluated by the board. The response to the request will be sent at the short notice, which can’t be longer than 8 days. Deadline to solving the complaint can’t me more than 15 days, or 30 days for technical goods.

Article 5.

If the trader accepts the complaint, purchaser can choose among the following:

a) Change of a faulty product for a new one, a product that is good or fixing the damage if possible

b) If there is no chance of fixing the problem, then purchaser can ask for pay back. In that case, it will be paid electronically to his/her banking account within 15 days

Article 6.

Mattea Concept LLC whose part is the Internet shop yoaofficial.com proves that sold goods match the declaration which is attached to each and every product

Article 7.

Complaint procedure is started by purchaser when he/she downloads request for a complaint from the link mentioned in Article 3. Complaint form should include the following:

  1. name and surname,
  2. address, mobile phone number and an e-mail address
  3. item label and size (to be seen on the bill)
  4. short explanation about a problem
  5. request within the Law of consumer protection article 52.
  6. date of receiving goods (when the risk came to a consumer)
  7. bill number
  8. price at which the product was bought
  9. agreed deadline if the complaint is accepted
  10. delivery code
  11. consumer’s signature

Article 8.

These rules of procedure are valid and to be applied as of May 15th 2019.