1. Complaints
If your eSIM was not delivered or the service does not work as described, you have the right to file a complaint in accordance with the Consumer Protection Act.
How to file a complaint:
- by e-mail to support@retesim.com
- by phone at +381 60 319 9993
- in writing to the address: Igor Stjelja PR Trgovina preko interneta ADRIO DIGITAL Beograd, Nova 110 br. 17, 11060 Beograd
In your complaint, please state: your order number, the name and e-mail address used for the purchase, your device model and a short description of the problem (preferably with a screenshot). You may also attach the receipt or other proof of purchase to your complaint.
Deadlines:
- We confirm receipt of your complaint without delay, together with the number under which it is recorded in our register of complaints.
- We respond to your complaint no later than 8 days from the date of receipt.
- We resolve your complaint no later than 15 days from the date of submission.
We may resolve a complaint by delivering a new eSIM or data package, or by refunding part or all of the amount paid. We keep the register of received complaints for at least two years.
If you are not satisfied with the resolution, you may initiate out-of-court resolution of the consumer dispute before an out-of-court dispute resolution body from the list maintained by the ministry responsible for consumer protection.
2. Right of withdrawal
You may withdraw from a distance contract within 14 days of its conclusion, without giving any reason, by sending a statement of withdrawal to support@retesim.com or to the seller’s address. You may use the form below.
Since the eSIM is a digital service that is delivered immediately, the right of withdrawal ends once delivery (generation of the eSIM) has begun with your express prior consent given at the time of purchase and your acknowledgement that you thereby lose the right of withdrawal. Refunds in other cases are described in our Refund Policy.
3. Withdrawal form for distance contracts
To: Igor Stjelja PR Trgovina preko interneta ADRIO DIGITAL Beograd, Nova 110 br. 17, 11060 Beograd, support@retesim.com
I hereby give notice that I withdraw from the contract for the purchase of the following service: ______________
Order number: ______________ Order date: ______________
Full name: ______________
Address: ______________
E-mail: ______________
Date: ______________
Signature (only if the form is sent on paper): ______________