A customer complaint is any grievance or complaint used by the customer to report a violation of their rights as per the Consumer Protection Law which they submit to WATCH ID DOOEL Skopje (further in the text MY:TIME)
Customer complaint procedure
The customer can file a complaint in one of the following ways:
Physical delivery of the product that is the subject of a complaint to one of MY:TIME's stores or by post to the address Bulevar 8-mi Septemvri no. 3/4-5 Skopje is mandatory.
The complaint form can be downloaded at this link.
The costumer will be issued a receipt that the complaint was received.
When exercising the right to complain about a product, the customer is obliged to present the fiscal account or invoice for the purchase of the product, together with the disputed product, and if the product is within the warranty period, the warranty issued at the purchase.
If the customer submits their complaint via email, they are obliged to physically deliver the product, the subject to the complaint, in one of the MY:TIME stores or by mail on 8 September Blvd., No 3/4-5 Skopje.
MY:TIME will not be able to decide on the grounds of the customer’s claims before the product has been delivered to MY:TIME, when the deadline for responding and resolving the complaint begins.
The product sent by mail or courier must be properly packed in a cardboard packaging. All products delivered as a part of the complaint and which are not properly packed and/or those that have visible mechanical damage due to transport will not be accepted and will be returned to the customer on their expense. MY:TIME will not be liable for any possible damage to the product or packaging that may occur during the transport to or from the customer’s address.
Procedure for complaint resolution
The complaint department will, within 15 days from the day of receiving the complaint, reply to the plaintiff in writing or by email. The response to the complaint will include the decision whether the complaint has been accepted, a brief summary of the decision, and where applicable, a concrete proposal and deadline for resolving the matter which should not exceed 30 days from the day the complaint was received. The resolution of the complaint as per the offered proposal will be enforced only on the basis of prior consent of the customer.
The product for which the complaint had been rejected will be returned to the customer in the same way it was submitted for complaint. MY:TIME shall bear no responsibility for products that are not picked up after the expiration of 30 days from the day when the response about the rejection of the complaint was received.
If MY:TIME, due to objective reasons, is unable to meet customer’s requests within the specified deadline, MY:TIME will inform the customer about an extension of the deadline for resolving the complaint which cannot exceed 8 days from the initially proposed deadline for resolving the complaint. The deadline can be extended only once.
MY:TIME is obliged to record the whole procedure in the complaint record file, and shall deliver a statement about customers’ complaints upon a request from the market inspection authorities.
When in certain cases the customer is required to give their consent about the resolution of their complaint, untimely given consent shall be considered an objective reason due to which MY:TIME was unable to act on the complaint within the legally prescribed deadline.
If the Complaint Form contains an incorrect address or telephone number, due to which MY:TIME was unable to inform the customer about the outcome of their complaint and was not in a position to complete the procedure within the deadline prescribed by law, then MY;TIME will not bear the responsibility for the untimely manner in which the complaint was processed.
