Customer Review Policy

The evaluation of opinions, comments, and ratings is carried out by the Provider's customer support team (hereinafter: Support Team). The Support Team reviews ratings, comments, and reviews received from Customers and Visitors registered in the customer review management program once a month to determine whether they are suitable for publication in accordance with these Guidelines.

For the sake of transparency, the Support Team publishes all written opinions and comments (typically 3 to 5), both positive and negative. Product ratings without written content are not highlighted individually but are reflected in the overall product rating. The Support Team does not publish opinions and comments that are offensive, inappropriate, or harmful, nor ratings, opinions, and comments that do not pertain to the product being reviewed. Currently, only users who have purchased the product can submit reviews, and their contributions are marked with a "Verified Buyer" badge. Each customer receives an email invitation to share their purchase experience after a designated period.

Opinions, comments, and product ratings for identical products sold across one or more of the Provider's online stores may also be published on the websites of other stores and subsidiary companies, such as SILUX d.o.o. Belgrade, Serbia. Comments are automatically translated using the Google API, and users are assigned a different username to ensure GDPR data protection. Such cross-publication contributes to a better user experience.

The assessment of the appropriateness of opinions, comments, and ratings from Customers and Visitors is carried out by the Support Team.

The Support Team is qualified to assess the appropriateness of ratings, comments, and customer opinions, as team members are daily engaged with the characteristics of products sold in the online store, conduct daily phone consultations, manage email correspondence, and oversee social media channels. The Support Team maintains daily contact with Customers and Visitors to the website and is therefore well-informed about product characteristics and operational practices, making them qualified to evaluate customer feedback.

During the onboarding process, the Support Team leader thoroughly familiarizes each new team member with practical examples of inappropriate, offensive, and harmful content, and instructs them on proper procedures according to these Guidelines.

The Provider conducts training sessions for Support Team employees several times a year on evaluating the appropriateness of opinions, comments, and ratings from Customers and Visitors. These trainings are conducted by internal or external experts qualified for such tasks.