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Refund and Return Policy

This policy explains how to cancel an order, return a product and get your money back when you buy from Sefidanis LLC at sefidanis.com. It follows the Law on Consumer Protection of N. Macedonia, and we apply the same terms to every consumer, wherever you live. Nothing in it limits the rights that the law of your own country gives you.

Your 14-day right to change your mind

If you buy as a consumer, you may withdraw from your purchase within 14 days without giving a reason.

  • Physical products: the 14 days start on the day you, or a person you name, receive the product. If one order arrives in several deliveries, they start when the last item arrives.
  • Online courses, digital content and services: the 14 days start on the day of purchase.

If we did not tell you about this right when you ordered, the period is extended by 12 months.

How to withdraw

Tell us before the 14 days end, in any clear statement. You can email human@sefidanis.com, write to the address below, or use the model form at the end of this page. Please include your name, your order number and what you are withdrawing from. You meet the deadline if you send your message before the period ends, and we confirm by email that we have received it.

Returning products

  • Send the product back within 14 days of the day you told us you are withdrawing.
  • Return address: Sefidanis LLC, Blvd. Makedonski Prosvetiteli 36, 6000 Ohrid, N. Macedonia.
  • You pay the direct cost of sending it back, unless the product is faulty or is not what you ordered.
  • You may open and inspect the product as you would in a shop. If it has lost value because it was handled more than that, we may reduce the refund by that loss.
  • Please include the accessories, the manuals and, where possible, the original packaging.

Refunds

  • We refund everything you paid, including the standard delivery charge, within 14 days of the day you told us you are withdrawing.
  • If you chose a delivery option more expensive than our standard one, we refund the standard cost only.
  • For products, we may wait until we have received them back or you have sent us proof that you posted them, whichever comes first.
  • The refund goes to the payment method you used, in the currency you paid, and we charge no fee for it.
  • Customs duties and import taxes are charged by the authorities of your country, not by us. If you return a product, you can ask that authority about reclaiming them.

Online courses and digital content

You can withdraw from a course or other digital content within 14 days of purchase and receive a full refund. The law sets one exception: if you asked for immediate access and confirmed at checkout that you would lose the right of withdrawal once access began, the right ends when you first open the content.

For live teaching or another service that began at your request during the 14 days, you pay only for the part delivered before you withdrew. If we cancel a course or cannot deliver it, we refund you in full.

When the right to withdraw does not apply

  • Products made to your specifications or clearly personalised, including custom-built robots, devices and installations.
  • Sealed products that cannot be returned for health or hygiene reasons, once you have unsealed them.
  • Sealed software and sealed audio or video recordings, once you have unsealed them.
  • Services we have fully performed, where you agreed that we would start during the 14 days and acknowledged that you would lose the right once they were complete.
  • Digital content you have started to access under the condition described above.

These exceptions never affect your rights when a product is faulty.

Faulty, damaged or incorrect products

Every product must match its description and be fit for use. If a fault appears within two years of delivery, you may ask for a free repair, a replacement, a price reduction or, by ending the contract, a full refund. During those two years it is for us, not for you, to show that the product was free of the fault when it was delivered. Please tell us within 60 days of noticing a fault. We pay the cost of returning a faulty or incorrect product.

Courses and digital content must also match their description. If they do not, we put them right, and if we cannot, we reduce the price or refund you.

If your order arrives damaged or is not what you ordered, please tell us as soon as you can, with a photograph where possible. Any commercial warranty supplied with a product is in addition to these rights.

Cancelling before dispatch

You may cancel an order for a standard product at any time before it is dispatched and receive a full refund. For made-to-order products, the cancellation terms are set out in your order confirmation or contract.

Business customers

The 14-day right of withdrawal and the two-year legal guarantee described here apply to consumers. Purchases made for a business, an institution or a profession are governed by the order confirmation or contract.

Complaints

Write to human@sefidanis.com or call +389 (0)70 210 000. We reply within 14 days. If we cannot resolve the matter together, you may turn to the State Market Inspectorate of N. Macedonia, to a consumer organisation or to an out-of-court dispute resolution body. If you live in another country, its consumer authority can also assist you. None of this affects your right to go to court.

Model withdrawal form

Complete and send this form only if you wish to withdraw from your purchase.

To: Sefidanis LLC, Blvd. Makedonski Prosvetiteli 36, 6000 Ohrid, N. Macedonia, human@sefidanis.com

I hereby give notice that I withdraw from my contract of sale of the following goods / for the provision of the following service:
Ordered on / received on:
Name of consumer:
Address of consumer:
Signature of consumer (only if this form is sent on paper):
Date:

Seller

Sefidanis LLC
Blvd. Makedonski Prosvetiteli 36, 6000 Ohrid, N. Macedonia
Registration No. 7602880
human@sefidanis.com
+389 (0)70 210 000