Complaints & Consumer Rights
How to report a problem with an order, understand your consumer rights and seek out-of-court dispute resolution.
Contact Rokero · Official dispute-resolution platform
How to submit a complaint
Use the Contact page or call +381 67 730 6463. Include your order number or another proof of purchase, what is wrong and the solution you are requesting. Include a way to contact you so we can confirm receipt and respond. Photographs can help with damaged or incorrect items. Anonymous questions and general feedback are separate from order complaints.
Confirmation and response
For consumer complaints covered by Serbian law, receipt is confirmed without delay and a written or electronic response is provided within eight days. The response explains whether the complaint is accepted, the reasons for the decision and the proposed solution and timeframe. The normal resolution deadline for gemstones and jewelry is 15 days from submission, subject to statutory pauses and a permitted extension with your consent.
Your rights when an item is not as agreed
If an item is faulty, damaged or not as described, you may request the remedy available under applicable consumer law, such as repair, replacement, a price reduction or termination of the contract when the legal conditions are met. Our additional 30-day return policy does not replace these rights. Missing original packaging alone is not a reason to refuse a statutory complaint.
Out-of-court dispute resolution
If a complaint remains unresolved, consumers in Serbia may use the Ministry's out-of-court consumer dispute platform after first submitting a complaint to the trader. Under Serbian consumer law, the trader is required to participate in this procedure. Participation does not remove your right to pursue court proceedings.