Consumer Complaints

Last updated: April 2026

At LifeUp Global, we are committed to resolving any issues you may experience with our products or services. This page outlines your rights as a consumer under Bosnia and Herzegovina law and explains how to file a complaint. This complaints procedure is established in accordance with the Zakon o zaštiti potrošača u Bosni i Hercegovini (Consumer Protection Law of Bosnia and Herzegovina).

1. Your Right to Complain

Under the Zakon o zaštiti potrošača (Consumer Protection Law) and the Zakon o obligacionim odnosima (Law on Obligations), you have the right to file a complaint regarding:

• Product defects: Products that do not conform to the description, are damaged, or have material defects
• Delivery issues: Late delivery, non-delivery, or delivery of incorrect products
• Quality concerns: Products that do not meet the quality standards reasonably expected at the time of purchase
• Billing discrepancies: Incorrect charges, double charges, or payment processing errors
• Service issues: Any other matter related to our services that has caused you dissatisfaction

2. How to File a Complaint

You may file a complaint through any of the following channels:

By Email

Send your complaint to info@lifeupglobal.com with the subject line "Reklamacija / Complaint". Please include:

• Your full name and contact information
• Order number (if applicable)
• A clear description of the issue
• Date of purchase and/or delivery
• Photographs or evidence of the defect or issue (if applicable)
• Your desired resolution (replacement, repair, refund, etc.)

By Post

You may also submit a written complaint to our operating office:

LIFEUP d.o.o.
Sarajevo, Bosnia and Herzegovina
Attn: Consumer Complaints

3. Complaint Resolution Timeline

We take all complaints seriously and are committed to resolving them promptly:

• Acknowledgment: We will acknowledge receipt of your complaint within 3 business days.
• Investigation: We will investigate your complaint thoroughly, which may include requesting additional information or inspecting the returned product.
• Resolution: We will provide a response with a proposed resolution within 15 days from the date of receipt of your complaint, as required by law.
• Implementation: If your complaint is upheld, the agreed resolution (refund, replacement, or repair) will be implemented without undue delay.

4. Seller's Statutory Liability for Material Defects

Under the Zakon o obligacionim odnosima (Law on Obligations), the seller is liable for material defects that existed at the time of delivery, even if they become apparent later. Key provisions:

• Notification period: You must notify us of any visible defect within 8 days of discovering it, and no later than 2 years from the date of delivery.
• Hidden defects: For defects that could not have been discovered upon reasonable inspection, the 8-day notification period runs from the date you discover the defect.
• Your remedies: If a material defect is confirmed, you are entitled to request:
  • Repair of the product (where possible)
  • Replacement with a conforming product
  • A proportionate price reduction
  • Termination of the contract and a full refund

We will bear all costs associated with remedying a confirmed material defect, including return shipping costs.

5. Contractual Warranty

In addition to the statutory liability described above, any contractual warranty (garancija) provided with a specific product will be stated on the product packaging or product page. A contractual warranty does not limit or replace the seller's statutory liability for defects — it provides additional protection beyond the minimum required by law.

6. Resolution Options

Depending on the nature of your complaint, we may offer one or more of the following resolutions:

• Product replacement: We will ship a replacement product at no cost to you.
• Product repair: Where feasible, we will arrange for the product to be repaired.
• Full refund: A refund of the purchase price to your original payment method, processed within 14 days of resolution.
• Partial refund: A proportionate price reduction reflecting the diminished value of the product.
• Redelivery: In cases of delivery failure, we will arrange redelivery at no additional cost.

7. Alternative Dispute Resolution

If you are not satisfied with the outcome of your complaint, you have the right to pursue alternative dispute resolution (vansudsko rješavanje sporova) in accordance with the Zakon o zaštiti potrošača.

You may contact the following bodies for assistance:

• Ombudsman za zaštitu potrošača (Consumer Protection Ombudsman) — for mediation of consumer disputes
• Konkurencijsko vijeće Bosne i Hercegovine (Competition Council of Bosnia and Herzegovina) — for matters related to unfair commercial practices
• Tržišna inspekcija (Market Inspection) — for reporting violations of consumer protection or trade regulations

You also retain the right to initiate court proceedings before the competent courts of Bosnia and Herzegovina at any time, regardless of whether alternative dispute resolution has been pursued.

8. Regulatory Authorities

If you believe your consumer rights have been violated, you may file a complaint with the relevant regulatory authorities in Bosnia and Herzegovina:

• Federalna tržišna inspekcija (Federal Market Inspection) — for consumers in the Federation of Bosnia and Herzegovina
• Republička tržišna inspekcija (Republic Market Inspection) — for consumers in Republika Srpska
• Agencija za zaštitu ličnih podataka u BiH (Personal Data Protection Agency) — for complaints related to the handling of your personal data

9. Record Keeping

We maintain records of all consumer complaints in accordance with applicable laws. Complaint records include the date of receipt, nature of the complaint, resolution provided, and date of resolution. These records are retained for a period of 2 years from the date of resolution and are available for inspection by relevant authorities upon request.

10. Contact Us

For all complaints and claims, please contact us:

LIFEUP d.o.o.
Sarajevo, Bosnia and Herzegovina

Email: info@lifeupglobal.com
Subject line: Reklamacija / Complaint

For information about returning products, please see our Return Policy. For purchase-related terms, please see our Terms of Sale.