Returns and complaints

Withdrawal from purchase

Under the Serbian Consumer Protection Act, you have the right to withdraw from a distance contract within 14 days from the day you (or a third party you designate, other than the carrier) receive the goods, without giving any reason.

1. 1Fill in the withdrawal form (link below) or send us a clear statement at [email protected].
2. 2Send the notice by e-mail or by post to Žana Sibelijusa 1, 11030 Beograd. We confirm receipt without delay.
3. 3Return the product (or drop it off by prior arrangement) at Žana Sibelijusa 1, 11030 Beograd within 14 days of sending the notice. The deadline is met if the parcel is dispatched before it expires.
4. 4The consumer bears the direct cost of return shipping. Parcels sent cash-on-delivery are not accepted.
5. 5We refund without delay and at the latest within 14 days of receiving your notice. The refund includes the standard first-delivery fee of 450 RSD.
6. 6The refund is made using the same payment method by default. For COD or bank-transfer orders you can state a bank account number in the form for the refund.
7. 7We may delay the refund until we receive the returned goods or proof they were dispatched — whichever comes first.
8. 8The consumer is liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

Complaint (product non-conformity)

If the product is defective, damaged or otherwise does not conform to the contract, that is non-conformity — for which the seller is liable within two years of receipt. The complaint is resolved by repair, replacement, price reduction or contract termination, in line with the law.

1. 1You may file the complaint verbally (by phone), in writing or electronically — the form is a convenience, not a condition.
2. 2Attach the receipt or another proof of purchase. Where the nature of the complaint allows, photos speed up fact-finding — but they are not a condition.
3. 3Upon receipt we issue a written or electronic confirmation of receipt and a complaint number without delay.
4. 4We reply to the complaint within 8 days. The reply contains the decision, reasoning if we do not accept, and a proposed timeline and method of resolution.
5. 5The deadline to resolve the complaint for this type of goods may not exceed 15 days. If we propose a resolution method you have three days to accept or reject — the resolution clock pauses while we wait for your response.
6. 6If a physical inspection is needed to establish grounds, we tell you how to send the product. Establishing non-conformity is free of charge.
7. 7If the complaint is upheld, the seller covers the necessary costs of putting things right (including pick-up and delivery).
8. 8If the complaint is rejected, we notify you of the option of out-of-court dispute resolution and the competent bodies.

Not required for filing a complaint: original packaging, mandatory photos, or a filled-in form. These are conveniences that speed up processing but cannot block you from filing.

Exchange (different colour, size or product)

• The law does not prescribe a separate "exchange" procedure — in practice an exchange runs through one of the two existing paths: (a) withdrawal + new order, or (b) complaint if the reason is a non-conformity (e.g. wrong size delivered).
• Fastest route: e-mail us at [email protected] before shipping, with your order number and the item you want. We pick the shortest route together; in some cases we can reserve the new item while your return is on the way.
• If you want to exchange because the colour/size does not fit (no non-conformity), the exchange is legally treated as a withdrawal: you cover return shipping and the new order ships at the standard 450 RSD delivery fee.
• If the product arrived damaged or wrong, that is non-conformity — we cover all the costs.