When receiving your shipment, please inspect the package in the presence of the courier. If there are visible signs of damage (torn parts or dents), you should not accept the parcel. In that case, please e-mail us your details (name, surname, and contact number) to info@mona.rs and specify the reason why you refused to receive the package. We will contact you as soon as possible and provide you with further instructions.
If you have received the shipment and discovered, upon opening the parcel, that the delivered goods do not match the ordered ones or that the details on the invoice are incorrect, please contact us by sending an email to info@mona.rs with a short explanation of the problem and your details (name, surname, contact number, and a photo of the received item). You can file a complaint within two years of purchasing the product. We will reply within 8 days from the moment of receipt of the complaint, and inform you of further steps.
Complaints are not automatically accepted. Complaints are to be resolved within 15 days from the moment of their receipt.
The seller is obliged to deliver the goods at the price featured on the internet, plus the cost of delivery. This is valid for undamaged goods that correspond to those featured on the site.
In case of improper product handling that results in damage, it is the customer who is solely responsible for the damage. In such cases, the reimbursement will be declined and the product will be returned to the customer at their own expense.