Complaints & Conformity

The merchant is liable for a lack of conformity that appears within two years of delivery to the consumer, under the Serbian Consumer Protection Act. If the issue appears within six months of delivery, it is presumed to have existed at delivery unless the merchant proves otherwise.

This statutory right cannot be excluded or limited and exists independently of any commercial warranty.

Where a lack of conformity is established, the consumer may request repair or replacement, and where that is impossible or disproportionate, a price reduction or termination of the contract, in the order provided by law. The outcome depends on the defect established and on statutory consumer rights; we do not promise automatic replacement or refund in every case.

1. Email support@noxen.rs (or call +381 64 5039239 and confirm by email).
2. Include your order number and a description of the problem.
3. Attach proof of purchase (order confirmation or invoice).
4. Attach photo or video evidence where relevant.
5. We confirm receipt without delay, in writing, with a case number.
6. If needed we tell you where and how to send the product for inspection.
7. We reply with a decision within 8 days of receiving the complaint; an accepted complaint is resolved within the period agreed with the consumer, as required by law.

For a justified complaint the consumer bears no cost of remedying the lack of conformity, including shipping for inspection within Serbia. If no lack of conformity is found, we explain the finding to you in writing.

A commercial warranty is a voluntary extra benefit, never a substitute for statutory conformity liability, and it does not exclude, reduce or affect consumer statutory rights.

We do not currently offer a separate commercial warranty beyond statutory conformity liability. If one is offered for a product, its period and conditions will be stated on that product page and in the warranty card.

Damage from improper use, drops, liquid exposure, unauthorised disassembly or repair, and normal wear of consumable parts (e.g. mouse skates). This does not affect your statutory rights if a manufacturing defect is nevertheless established.

If the product is not faulty but simply is not for you, use the 14-day right of withdrawal — see Returns & Refunds.