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Customer Service - Return policy / Refund

Please be aware that according to the Consumer protection act ("Off. Herald of RS", Nos. 62/2014, 6/2016 - other act and 44/2018 - other act), online shopping through our website www.monaonline.com is considered distance selling.

In the case of distance selling, the Law provides for the right of the Buyer, considered the Consumer (i.e. a natural person who purchases an item for his/her individual needs, rather than for conducting a professional activity), to cancel the purchase contract within 14 days of delivery of the product. When cancelling the order, the Buyer may but is not obliged to state the reason for cancellation.

The Contract Cancellation Form/Statement produces legal effects as of the day it was sent to the Trader.

All returns will be happily accepted in cases that the item doesn’t fit right according to the sizing instructions provided, in case the item has any manufacturing faults and damages, or simply if you don’t like it anymore, within 14 days from your purchase. It is not possible to return the product upon expiry of the period of 14 days from the day the Cancellation Form was sent. Items that are damaged in transport are the responsibility of the selected courier service. Mona Fashion LLC will not be held responsible for such misconduct of its goods.

Please contact us by sending an e-mail to the following address: info@mona.rs. The necessary information our team will request from you at this stage is your order ID .

Following up to the above explained procedure, our team will proceed to send you the detailed instructions to follow so that you can have a refund.

We don’t accept returns if the item initially ordered has already been worn. This being said, it is mandatory that you return the item as new and undamaged as it has been delivered, in its original packaging.

After sending a request to return the item, the item should be packed and sent via courier service along with the payment confirmation/receipt received after you have ordered the item online. As soon as our team receives the item you have returned and inspects the item’s condition, we will proceed with the process of a refund. You can deliver the item in person, but only with the payment confirmation/receipt and the Request for Return form. The full address for returning the articles in person is Dračka 3, Belgrade 8:00 AM until 4:00 PM on business days (Mon-Fri).


  1. Contact us by sending am e-mail to info@mona.rs

  2. Follow our return instructions

  3. Send the item in question via courier service or deliver in person at the following address: Dračka 3, 8:00 AM until 4:00 PM on business days (Mon-Fri).

You can download the Request for Cancellation Form here.


The cost of delivery is covered by the customer, unless the buyer receives damaged or wrong items. If the customer has made an error while purchasing the item, they cover the delivery expenses of the courier service when sending the item back.

By confirming your order and clicking the CONFIRM your order button, you agree with the return/exchange terms and conditions as stated above.

Return and refund costs will be handled by the Buyer, except in cases where the Buyer has received a defective or wrong item.


In case of customer cancelling the order contract, the customer has the right to receive the refund or exchange their order for another item. Payment refunds are effective after Mona Fashion LLC receives the item, inspects and confirms that the item is not damaged.

Mona Fashion LLC is responsible of making the refund equal to the amount that the customer has paid as per the contract with no delays, no later than 14 days after receiving the order contract cancellation request and the consumer sending the item back.

Costs of shipping the item back and refund taxes are covered by the customer in all cases except if a wrong item has been sent or if the item has been sent as damaged.

Mona Fashion LLC hereby confirms that we will make the refund transfer as soon as we receive the item ordered back from the customer.


Please contact us by sending an email at info@mona.rs specifying any of your unique data - your invoice/dispatch note number, name and surname.

As soon as our team receive the necessary data, we will prepare the necessary documentation and send it along with the refund procedure instructions to the e-mail address you entered when placing the order.

In case of returns or refunds concerning the goods paid for by the Buyer with a payment card, in whole or in part and regardless of the reason for return, Mona Fashion LLC is held responsible to effect the refund exclusively through the VISA, EC/MC, and Maestro payment methods. This means that at the Seller’s request the relevant bank will conduct the refund to the bank account of the card holder.

In case of returns or refunds concerning the goods paid for by the Buyer by PayPal account in whole or in part and regardless of the reason for return, Mona Fashion LLC is held responsible to effect the refund exclusively through PayPal payment method.

The ordered items may not be sent to the addresses indicated on the invoice/dispatch note without first contacting our Online Shop operators by sending an email address specified above to discuss and agree on the return.

IMPORTANT STUFF: Until it’s received by Mona Fashion LLC the condition of the item you are returning is your responsibility. Mona Fashion LLC will not be held responsible for any goods damaged in transport, or any other damage applied to the goods before their arrival. We will not replace items that have clearly been damaged from use, that are torn, stretched or stained. All products must be returned in their departure condition (from us) with the package case intact. If in the meantime, we run out of stock of the item that has been returned, we will offer you any of the products from our store within the similar price range of the item that’s the subject of the return.