Returns and Complaints

Right of withdrawal

As a consumer you have the right to withdraw from a distance purchase within 14 days of receiving the product, without giving a reason.

• The 14-day period runs from the day you, or a person you name, receive the product.
• You declare withdrawal through the contact page; you may also use a withdrawal form.
• After declaring withdrawal, you return the product without delay, and within 14 days at the latest.

Exceptions to the right of withdrawal

For reasons of hygiene, sealed products that have been unsealed (opened) after delivery cannot be returned under the right of withdrawal. This applies to perfumes and similar cosmetics.

• An unsealed product in its original, undamaged packaging can be returned within the withdrawal period.
• An opened (used) perfume is not eligible for return under withdrawal, for hygiene reasons.
• This exception does not affect your right to complain about a lack of conformity.

Returning the product and refund

Once we receive the returned product, or proof that you have sent it, we refund the amount paid. You bear the cost of returning the product unless agreed otherwise.

• We refund the amount paid, including standard delivery cost, within 14 days of receiving your withdrawal statement at the latest.
• The refund is made in the way agreed with you (for example, to your bank account).
• Pack the product safely, ideally in its original packaging, and send it to the address we provide.

Complaint about a lack of conformity

If a product is not in conformity with the contract (damaged, faulty or different from the description), you have the right to complain. We are liable for a lack of conformity appearing within two years of delivery.

• Depending on the case, you have the right to repair, replacement, a price reduction, or termination with a refund.
• Keep the invoice or other proof of purchase.
• The seller bears the costs of remedying the lack of conformity.

Complaint procedure

You file a complaint through the contact page, with the order number and a description of the problem. You receive written confirmation of receipt.

• We respond to a complaint within 8 days of receipt at the latest.
• We resolve a justified complaint within 15 days of submission at the latest.
• We keep a record of complaints received, as required by law.

Dispute resolution

We try to resolve every disagreement by agreement. If that is not possible, you may start out-of-court dispute resolution or turn to the competent court.

• We first try an amicable solution through the contact page.
• You may turn to a body for out-of-court resolution of consumer disputes from the Ministry list.
• All disputes are governed by the laws of the Republic of Serbia.