Return/exchange policy

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 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 accepted if 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 14 days from the day the Cancellation Form was sent. The items that are damaged in transport are the responsibility of the selected courier service. Mona will not be held responsible for such misconduct of its goods.

Please contact us by sending an e-mail to info@mona.rs and provide your order ID. Our team will reply with further instructions.

We don’t accept returns if the ordered item has been worn. This being said, it is mandatory that you return the item as new and undamaged as it was 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, they will proceed with the process of a refund.

In addition, you can deliver the item in person, but only with the payment confirmation/receipt and the Request for Return form.

STEPS TO A SUCCESSFUL RETURN

  1. Contact us by sending an e-mail to info@mona.rs
  2. Follow our instructions
  3. Send the item in question via courier service or deliver it in person at the following address:
    Ilica 22, Zagreb;
    Put Brodarice 6, Split;
    Akcije Maslenica 1, Zadar.

DELIVERY EXPENSES

Delivery costs are covered by the customer, unless the customer has received damaged or wrong items. Customers who make a mistake while placing the order are required to cover the costs of delivery when sending the item back.

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

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

REFUND

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 receives the item, inspects and confirms that the item is not damaged.

Mona is responsible for making the refund equal to the amount that the customer has paid as per the contract with no delays, not 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 hereby confirms that we will make the refund transfer as soon as we receive the item ordered back from the customer.

REFUND PROCEDURE 

Please contact us by sending an email to 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 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 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: Before it’s received by Mona, the condition of the item you are returning is your responsibility. Mona 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.