Refund policy


EXCHANGES AND RETURNS FOR PURCHASES MADE

THROUGH THE ONLINE STORE

 

If after receiving the item you tried it on and found that the size does not fit you or you wish to exchange the item for another, as well as in the case of returns or complaints, please initiate the form by clicking on:

START THE EXCHANGE / RETURN PROCESS

Notification from Article 26, paragraphs 1 and 2 of the Consumer Protection Act (“Official Gazette RS”, No. 88/2021) The consumer has the right to withdraw from a contract concluded at a distance, i.e., outside the seller’s business premises within 15 days, without giving reasons and without additional costs, except for the costs from Articles 33 and 34 of the Consumer Protection Act (“Official Gazette RS”, No. 88/2021).

If you have received the shipment and for any reason wish to withdraw from concluding the contract, you have the right to do so within 15 days from the date of receipt of the shipment. If you ordered multiple items, the withdrawal period is calculated from the moment of receipt of each item separately. After the 15-day period from the date of receipt of the shipment, the consumer loses the right to withdraw from the contract. In case of withdrawal from the contract - purchase, you have the right to exchange the ordered item for another or to have your money refunded.
To exercise the right to withdraw from the contract, the returned item must not be damaged or worn, and must not have been used outdoors. The consumer has the right to return the item, but if the item has been used in a way that is not appropriate, i.e., use of the item exceeded what is necessary to determine the nature and characteristics of the product, the consumer is solely responsible for the reduced value of the item. The item being returned must be returned in its original packaging, with the receipt and the completed withdrawal form attached.
The completed withdrawal form has legal effect from the day it is sent to the merchant.
In the event of withdrawal from the contract-purchase and return of the item, or in the case of exchange of the ordered item, the consumer bears the direct costs of returning the item and resending the replacement item, except in cases where the consumer receives a defective or incorrect item from the merchant.


• Note: The processing of data in this form is in accordance with Article 12, Paragraph 1, Item 2) of the Personal Data Protection Act (“Official Gazette RS”, No. 87/2018), in order to execute the contract concluded between the Merchant and the Consumer. By signing this form, the Consumer gives their consent to data processing in accordance with Article 15 of the Personal Data Protection Act (“Official Gazette RS”, No. 87/2018), the consent of the data subject, the person-Consumer gives within the written statement. The data you provide in this form is used to record changes in the movement of goods and www.stopa.rs will not use them for other purposes. The Consumer has the right to request from the Merchant access, correction, or deletion of their personal data, i.e., has the right to restrict processing, the right to object, as well as the right to data portability, and also has the right to withdraw consent at any time. The Consumer has the right to file a complaint with the Commissioner regarding data processing. 

PROCEDURE FOR EXCHANGE ITEM SIZES: START 

Please prepare the following information:

  • PFR number of the fiscal receipt
  • Your online order number

PROCEDURE FOR EXCHANGING AN ITEM FOR ANOTHER: START 

Please prepare the following information:

  • PFR number of the fiscal receipt
  • Your online order number
  • The name of the item and the size you wish to exchange for

After filling out the form, a physical check will be performed to determine if the desired size or item is available, after which you will receive instructions at your email address explaining the entire process of exchanging the size for the appropriate one or exchanging the item for another.

RETURN PROCEDURE / WITHDRAWAL FROM CONTRACT: START 

Please prepare the following information:

  • PFR number of the fiscal receipt
  • Your online order number
  • Your ID card number
  • Your current account number 

The ordered item cannot be exchanged/withdrawn from the contract if it has been worn; when returning goods, it is mandatory to return them in proper and unused condition and in the original undamaged packaging.

DEADLINE FOR EXCHANGE AND WITHDRAWAL FROM CONTRACT

The deadline for exchanging the size of an item or exchanging for another model is 15 days from the moment the request is submitted by the customer, and after receiving the product.

EXCHANGE COSTS

Direct costs of exchanging goods are borne by the consumer, except in cases where the consumer receives a defective or incorrect product from the seller.

NOTE: By confirming your order, by clicking the CONFIRM ORDER button, you agree to the terms of exchanging item sizes and exchanging an item for another.

 

COMPLAINT: START 

If any non-conformities appear on the purchased product in terms of the provisions of the Consumer Protection Law, please initiate a complaint procedure.

You can see all the details and conditions for complaints at the link: Complaint conditions.