Withdrawal from Contract, Returns, Exchanges, and Complaint Policy

Complaint Policy

Dear Customers,

If you have a complaint regarding a purchased product, you can contact us at:

Email: office@nala.rs

Phone: +381 62 1774 381

Complaints may be submitted due to product non-conformity, incorrectly calculated prices, or any other product defects.

If the delivered goods do not comply with the contract, the consumer has the right to request that the defect be corrected free of charge through repair or replacement, request a proportional price reduction, or terminate the contract in accordance with applicable consumer protection regulations.

The consumer may choose between repair and replacement unless the selected option is impossible or would create disproportionate costs for the Seller. If the defect cannot be resolved within a reasonable period, or if repair or replacement cannot be performed without significant inconvenience to the consumer, the consumer may request a price reduction or contract termination.

The Seller bears all necessary costs related to resolving product non-conformity, including repair, replacement, collection, and delivery costs.

The consumer cannot terminate the contract if the defect is minor.

The Seller is responsible for product non-conformity that appears within two years from the date the risk is transferred to the consumer. If the defect appears within six months, it is presumed that the defect existed at the time of delivery unless proven otherwise.

Complaint Procedure

We accept and record all consumer complaints. Complaints may be submitted in writing, electronically, by phone, or at the designated location for receiving complaints.

When submitting a complaint, the consumer must provide proof of purchase (receipt, invoice, or other proof of purchase).

After receiving a complaint, we will send written confirmation by email within one working day, including the complaint reference number.

We will respond to the complaint within eight days from receipt, providing information on whether the complaint is accepted, the reasons for rejection if applicable, and the proposed method and timeframe for resolution.

The total complaint resolution period cannot exceed fifteen days from the date the complaint was submitted, except in cases where an extension is legally permitted and agreed with the consumer.

If a complaint is rejected, the consumer will be informed about the possibility of initiating an out-of-court consumer dispute resolution procedure.

The inability to return the original packaging cannot be a reason for rejecting a complaint or refusing to resolve product non-conformity.

Out-of-Court Consumer Dispute Resolution

A consumer may initiate an out-of-court dispute resolution procedure only after submitting a complaint to the Seller.

The Seller is obliged to participate in the out-of-court dispute resolution procedure before the competent authority.

The procedure may last up to 90 days, with the possibility of an additional extension of up to 90 days in complex cases. The consumer may withdraw from the procedure at any time before completion.

The list of competent bodies for out-of-court dispute resolution is available at:

https://vansudsko.must.gov.rs/adrbodies

The request form is available at:

https://vansudsko.must.gov.rs/

Returns and Right of Withdrawal

In accordance with consumer protection regulations, the Buyer has the right to withdraw from a distance contract without providing a reason within 14 days from the date of receiving the product.

The Buyer must return the product unused, undamaged, without signs of wear or washing, in its original packaging, with all labels and tags attached.

The Buyer bears the cost of returning the product unless the return is required due to an error made by the Seller.

After receiving the returned product and confirming that the withdrawal conditions have been met, the Seller will refund the purchase price without delay and no later than 14 days from receiving the withdrawal notice.

The refund may be postponed until the product is returned or proof of shipment is provided.

Refunds are made using the same payment method used for the purchase. For orders paid by cash on delivery within Serbia, refunds will be made exclusively by bank transfer to the Buyer’s current account.

For hygiene reasons, underwear cannot be returned or exchanged. Swimwear may only be returned or exchanged if the hygiene protection sticker has not been removed.

The Buyer must send the returned product together with the completed Withdrawal Form, invoice/delivery note, and fiscal receipt to:

NALA D.O.O.
Kosovska 26
21000 Novi Sad
Republic of Serbia

The Withdrawal Form can be downloaded from the website.

Product Exchanges

If the Buyer receives a product and wishes to exchange it for another size of the same product, the exchange request must be submitted within 14 days from the date of delivery.

The Buyer must complete the Withdrawal Form, indicating the required replacement size, and send the product together with the completed form to:

NALA D.O.O.
Kosovska 26
21000 Novi Sad
Republic of Serbia

If the requested replacement size is unavailable, the Seller will notify the Buyer and process a refund using the account details provided in the Withdrawal Form.

Exchange is possible only if the product is unused, undamaged, in its original packaging, and all labels and tags are attached.

The Seller reserves the right to refuse an exchange if the legal deadline has expired or if the product has been used, damaged, altered, or returned without the required original packaging and labels.

Customers outside the Republic of Serbia who wish to return or exchange a product may contact us at:

Email: office@nala.rs

For information regarding the processing of personal data during returns, complaints, and exchanges, please refer to our Privacy Policy.