Refund policy
14-day right to withdraw from the contract
If you purchase online as a consumer, you have the right to withdraw from the contract without giving a reason within 14 days from the day on which you, or a third party appointed by you other than the carrier, received the product.
If several products from one order are delivered separately, the 14-day period begins on the day the final product is received. If a product is delivered in several shipments or parts, the period begins when the final shipment or part is received.
How to exercise your right of withdrawal
To exercise your right of withdrawal, you must inform us of your decision by an unequivocal statement before the 14-day period expires.
You can submit your statement using the “Withdraw from contract” function available on our website, by email to info@monci.hr, or by post to:
Monci, obrt za proizvodnju odjeće i usluge, owner Simona Špiljar
Avenija Marina Držića 83B
10000 Zagreb
Croatia
In your statement, provide your full name, email address or other contact details, order number, and the products concerned. You may use the statutory model withdrawal form, but its use is not mandatory.
If you submit your statement using the “Withdraw from contract” function, we will promptly send you confirmation of receipt on a durable medium, including the statement received and the date and time of submission.
Returning products
After informing us of your withdrawal, you must send back or hand over the product without undue delay and no later than 14 days from the day on which you informed us of your withdrawal. The return deadline is met if you send the product before the 14-day period expires.
Send the product to:
Monci, obrt za proizvodnju odjeće i usluge, owner Simona Špiljar
Avenija Marina Držića 83B
10000 Zagreb
Croatia
The customer bears the direct cost of returning the product. If the product is faulty, damaged, does not conform to the order, or we sent the wrong product through our error, Monci will bear the necessary return costs.
Inspecting and trying on a dress
You may inspect and try on the product only to the extent necessary to establish its nature, characteristics, and functioning, as you would be permitted to do in a physical shop.
Try on the dress carefully and do not wear it beyond an ordinary brief fitting. We recommend trying it on without makeup, perfume, deodorant, or self-tanning products, and leaving the original labels attached until you decide to keep the product.
Signs of wear, stains, makeup or self-tanning marks, unpleasant odours, tears, or other damage may represent a reduction in the product’s value if they result from handling beyond what was necessary to inspect and try it on. In that case, we may reduce the refund proportionately by the proven reduction in the product’s value.
The presence of such signs does not in itself remove the right of withdrawal. The absence of the original packaging also does not in itself remove that right, but you must package the product appropriately and securely to prevent damage during return transport.
Products for which there is no right of withdrawal
The right of withdrawal does not apply to dresses and other products made to the customer’s individual measurements, specifications, or special requirements, or that are clearly personalised.
Selecting a standard size, colour, or other ordinary option from our regular range does not in itself constitute production to the customer’s individual specifications.
Sale products
The statutory 14-day right of withdrawal also applies to sale products unless one of the statutory exceptions applies to the specific product.
Refunds
In the event of a valid withdrawal, we will refund all payments received under the withdrawn contract, including the cost of the least expensive standard delivery option offered. We do not refund additional costs resulting from your choice of a more expensive delivery method than the least expensive standard option offered.
We will issue the refund without undue delay and no later than 14 days from the day on which we receive your notice of withdrawal. We may withhold the refund until we receive the returned product or you provide evidence that you sent it back, whichever occurs first.
The refund will be made using the same payment method used for the purchase unless you expressly agree to another payment method, at no additional cost to you.
Faulty, damaged, or incorrectly delivered products
Please inspect your order upon receipt and contact us without undue delay at info@monci.hr if the product is faulty, damaged, incorrectly delivered, or otherwise does not conform to the contract.
Your rights relating to a faulty or non-conforming product are separate from the right of withdrawal and do not expire when the 14-day withdrawal period ends.
