Returns and complaints

Withdrawal (15 days)

As a consumer you may withdraw from the purchase without giving a reason within 15 days of receiving the product (Article 47 of the Consumer Protection Law of BiH).

Notify us in writing at info@emplus.ba with your order number. Return the product to EM Plus d.o.o., Kostajnica bb, 74 000 Doboj. You bear the cost of returning the product.

We refund the amount paid without delay, and no later than 15 days after receiving your written notice of withdrawal.

When withdrawal does not apply

Under Article 48 of the same law, withdrawal does not apply, among other cases, to products that by their nature cannot be returned. If you are unsure whether this applies to your purchase, contact us before sending the product back.

Complaints about defects

If a product is defective, you may choose to request a replacement, a refund together with reasonable return costs, or removal of the defect (Article 18 of the Consumer Protection Law of BiH).

• Report a visible defect in writing within eight days of receiving the product.
• Report a hidden defect in writing within two months of discovering it, and no later than two years after receipt.
• Include the order number, a description of the defect and, if possible, a photo.

Our response

If we do not dispute the defect, we act on your request without delay. If we dispute it, we reply in writing within eight days of receiving the request (Article 20 of the Consumer Protection Law of BiH).

Contact for complaints

Email: info@emplus.ba · Phone: +387 53 227 024 · Address: EM Plus d.o.o., Kostajnica bb, 74 000 Doboj.