Complaints
Dear Customers,
You may submit a complaint regarding delivered goods via:
Email: hello@designerclub.rs
Contact: + 381 63 632 232
Available on business days from 10:00 AM to 5:00 PM
Grounds for Filing a Complaint
A consumer has the right to file a complaint in the following cases:
- If the goods are not in conformity with the contract;
- If the price has been incorrectly calculated;
- In the event of any other defects.
If the delivered goods are not in conformity with the contract, the consumer who has notified the Seller of such nonconformity is entitled to request that the Seller remedy the nonconformity free of charge by repair or replacement, or to request a proportionate price reduction, or to terminate the contract with respect to the goods in question.
The consumer may choose between repair or replacement as the method of eliminating the nonconformity.
If repair or replacement is not possible, the consumer may request a price reduction or contract termination if:
- the nonconformity cannot be remedied at all or within a reasonable time;
- the Seller fails to perform repair or replacement within a reasonable period;
- repair or replacement would cause significant inconvenience to the consumer;
- repair or replacement would impose a disproportionate burden on the Seller.
If a defect reappears after repair, the consumer may request replacement, a price reduction, or contract termination. Further repair is possible only with the consumer's explicit consent.
If the nonconformity appears within six months from the date the risk was transferred to the consumer, it is presumed that the defect existed at the time of delivery, unless incompatible with the nature of the goods or defect.
All costs necessary to bring the goods into conformity - including labor, materials, collection, and delivery - are borne by the Seller.
The consumer may not terminate the contract if the nonconformity is minor.
Complaint Processing
We are obliged to accept all consumer complaints and record them in the official complaint log. Complaints may be submitted in person, by phone, in writing, or electronically.
When submitting a complaint, proof of purchase (receipt or equivalent document) is required. Records of complaints are kept for at least two years.
Within one business day of submission, you will receive a written confirmation of receipt of your complaint by email, including the reference number under which it has been recorded.
Complaint Resolution Deadline
We are obliged to respond to a complaint without delay, and no later than 8 days from the date of receipt, in writing or by email.
The response will include:
- whether the complaint is accepted or rejected;
- the explanation in case of rejection;
- the method and timeframe for resolution if accepted.
The total complaint resolution period may not exceed 15 days from the date of submission.
If an extension is required for objective reasons, the consumer will be informed and consent will be requested. An extension is permitted only once.
If a complaint is rejected, the consumer will be informed of the possibility of out-of-court dispute resolution and the competent authorities.
The inability to return original packaging may not be a reason for rejecting a complaint.
Out-of-Court Dispute Resolution
Out-of-court dispute resolution may be initiated only after a complaint has been filed.
The Seller is obliged to participate in such proceedings.
The procedure may last up to 90 days, with a possible extension of an additional 90 days for complex cases.
The consumer may withdraw from the procedure at any time.
A list of competent bodies is available at:
https://vansudsko.must.gov.rs/adrbodies
Request form:
https://vansudsko.must.gov.rs/
Returns
In accordance with applicable consumer protection laws, the Buyer has the right to unilaterally withdraw from a distance contract without providing a reason, within 14 days from the date of product delivery.
The product must be returned in the same condition in which it was delivered — unused, undamaged, unwashed, with all original tags and labels, and in original packaging.
If the Buyer fails to submit a withdrawal statement within the prescribed period, or if the returned product does not meet the required conditions, the right to withdrawal and refund is forfeited.
Return shipping costs are borne by the Buyer, except in cases of Seller error.
Upon receipt of the returned goods and confirmation that withdrawal conditions are met, Designer Club will refund the paid amount without delay, and no later than 14 days from receipt of the withdrawal statement.
If the Buyer does not return the product within the prescribed period, the refund may be delayed until the returned product is received or proof of shipment is provided.
Refunds are issued using the same payment method used for purchase.
- For orders placed within the Republic of Serbia and paid by cash on delivery,
refunds are issued exclusively via bank transfer to a Serbian bank account.
Return and Exchange Restrictions
- For hygiene reasons, underwear cannot be returned or exchanged.
- Swimwear may be returned or exchanged only if the hygiene protective sticker remains intact.
Return Procedure
To exercise the right to withdraw from the contract, the Buyer must submit the following together with the returned product:
- completed Withdrawal from Contract Form,
- invoice/delivery note received by email,
- fiscal receipt.
Returns must be sent to the following address:
DESIGNER CLUB
Uzun Mirkova 5/7, 11000 Belgrade
The Withdrawal from Contract Form can be downloaded HERE
Exchanges
If, after receiving the shipment, the Buyer determines that the ordered size does not fit and wishes to exchange the product for the same item in a different size, the exchange may be requested within 14 days from the date of receipt.
To initiate an exchange, the Buyer must complete the Withdrawal from Contract Form, indicating the desired replacement size.
In the same form, the Buyer must provide a bank account number - in case the replacement product is not available in the requested size. In such case, a refund will be issued to the specified account, and the Buyer will be informed in a timely manner.
The product and documentation must be sent to the following address:
DESIGNER CLUB
Uzun Mirkova 5/7, 11000 Belgrade
The Withdrawal from Contract Form can be downloaded HERE
Upon receipt of the returned product and confirmation that all conditions have been met (unused, undamaged, unwashed, with all original labels and in original packaging), the replacement item will be dispatched.
Note: The Seller reserves the right to refuse an exchange if the prescribed deadline has been missed or if the returned goods do not meet the required conditions (damaged, used, without original packaging and/or labels
and tags).
Customers residing outside the Republic of Serbia who wish to return or exchange a product may obtain all
necessary information by contacting us at: hello@designerclub.rs
