Refund policy

Effective from 5 October 2026.

This Return of Goods and Refund Policy (hereinafter: the "Policy") describes two fundamental consumer rights when purchasing in the Online Store shop.whitecitysoul.rs:

The right to withdraw from a distance contract
The right to make a complaint due to non-conformity of the goods with the contract

This Policy is an integral part of our Terms of Service.

1. The right to withdraw from a distance contract

By purchasing in our Online Store, you conclude a distance contract within the meaning of the Consumer Protection Act (ZZP). As a consumer, you have the right to withdraw from a distance contract within 14 days, without giving any reason and without additional costs, other than the costs of returning the goods, in accordance with Article 29 of the ZZP.

Calculation of the withdrawal period

The 14-day period for withdrawal from the contract is calculated from the day on which the goods come into the possession of the Buyer or of a third party designated by the Buyer, other than the carrier (Article 30(2) of the ZZP). If you ordered several kinds of goods in a single order that are delivered separately, the period begins to run from the day on which the last kind of ordered goods comes into your possession or into the possession of a third party you designated, other than the carrier (Article 30(3) of the ZZP). If the delivery of the goods consists of several consignments or parts, the period begins to run from the day on which the last consignment or part came into your possession or into the possession of a third party you designated, other than the carrier (Article 30(4) of the ZZP). The withdrawal period expires upon the expiry of the last hour of the last day of the period (Article 30(8) of the ZZP).

Extended withdrawal period

If the Seller has not provided you with the notice of the right to withdraw from the contract on a durable medium (at the latest upon delivery of the goods), you may withdraw from the contract within 12 months from the day on which the original withdrawal period expired (Article 30(6) of the ZZP). If the Seller fulfils this obligation within those 12 months, the 14-day period for withdrawal from the contract begins to run from the day on which you receive that notice (Article 30(7) of the ZZP).

2. How to exercise the right of withdrawal

2.1. Statement of withdrawal

You exercise the right to withdraw from the contract by a statement, which you may make on the prescribed withdrawal form for distance contracts (found at the end of this Policy) or in any other unambiguous manner (Article 29(2) of the ZZP).

You may send the statement of withdrawal by email to whitecitysoul@gmail.com or by post to the address: Pavle Zindović PR izvođačka umetnost White City Soul Beograd, Mišarska 7, 11118 Beograd, Serbia.

The statement of withdrawal from the contract shall be deemed timely if it was sent to the Seller within 14 days from the day of receipt of the goods (Article 29(3) of the ZZP). The statement of withdrawal from the contract produces legal effect from the day on which it was sent to the Seller (Article 29(4) of the ZZP). When we receive your statement of withdrawal electronically, we will confirm receipt of the statement to you by email without delay (Article 29(5) of the ZZP). The burden of proving that you acted in accordance with the provisions of the ZZP in order to exercise the right to withdraw from the contract lies with you (Article 29(7) of the ZZP).

2.2. Return of the goods

You are obliged to return the goods to the Seller or to a person authorised by the Seller without delay, and at the latest within 14 days from the day on which you sent the statement of withdrawal (Article 36(1) of the ZZP). You shall be deemed to have returned the goods in time if you sent them before the 14-day period expired (Article 36(2) of the ZZP).

Send the goods to the address: Pavle Zindović PR izvođačka umetnost White City Soul Beograd, Mišarska 7, 11118 Beograd.

2.3. Costs of returning the goods and liability for diminished value

The direct costs of returning the goods are borne exclusively by you as the Buyer (Article 36(3) of the ZZP). We do not accept consignments for which the shipping costs are paid by the recipient (cash-on-delivery consignments). You may use the goods only to the extent necessary to establish their nature, characteristics and functioning, as you would in a shop. For example, you may try on the size or inspect the product.

You are liable for any diminished value of the goods resulting from handling the goods in a manner that is not appropriate, that is, that goes beyond what is necessary to establish the nature, characteristics and functioning of the goods (Article 36(4) of the ZZP). Please return the goods unworn, unwashed, with all their tags and in the original packaging. You will not be liable for the diminished value of the goods where the Seller did not provide you with the notice of the right to withdraw from the contract in accordance with Article 27(1)(4) of the ZZP (Article 36(5) of the ZZP).

3. Refund

If you exercise the right to withdraw from the contract, the contract is deemed never to have been concluded and obligations arise for both parties (Article 34 of the ZZP). The Seller is obliged to refund to you, without delay and at the latest within 14 days from the day on which it received your statement of withdrawal, all money you paid under the contract (including the purchase price and the costs of standard delivery) (Article 35(1) of the ZZP).

By way of exception, the Seller is not obliged to refund the additional costs resulting from your express request for a type of delivery other than the least expensive standard delivery offered by the Seller (Article 35(2) of the ZZP).

3.1. Method of refund

Given that you paid for the order by cash on delivery, the refund is made by payment to a current (bank) account. The Seller makes the refund using the same means of payment that you used in the initial transaction, unless you have expressly agreed to the use of another means of payment and provided that you do not incur any costs as a result of such a refund (Article 35(3) of the ZZP). In the statement of withdrawal, you must state the number of your current (bank) account and give your consent for us to refund the money by payment to that account.

The refund will incur no costs for you.

3.2. Withholding of the refund

The Seller may withhold the refund until it has received the returned goods, or until you have supplied proof that you have sent the goods to the Seller, whichever occurs first (Article 35(4) of the ZZP).

4. Exceptions to the right to withdraw from the contract

In accordance with Article 38 of the ZZP, you do not have the right to withdraw from the contract in the following cases:

Delivery of goods made to your specific requirements or clearly personalised (e.g. goods bearing your name, a special inscription or design).
Delivery of sealed goods which cannot be returned for reasons of health protection or hygiene and which were unsealed after delivery (e.g. underwear, piercing jewellery, cosmetic products whose protective wrapping has been removed).
Delivery of sealed audio or video recordings or computer software which were unsealed after delivery.
Delivery of goods which are liable to deteriorate or have a short shelf life.
Delivery of goods which, after delivery, are by their nature inseparably mixed with other goods.

5. Non-conformity of the goods with the contract and complaints

The Seller is liable for non-conformity of the goods with the contract in accordance with the provisions of the Consumer Protection Act (Article 53 of the ZZP). This Policy in no way limits the rights you have on the basis of the Seller's statutory liability for non-conformity.

5.1. Periods of the Seller's liability

The Seller is liable for non-conformity of the goods with the contract that appears within two years from the day of delivery of the goods (Article 59(1) of the ZZP). If the non-conformity appears within one year from the day of delivery, it is presumed to have existed at the time of delivery, unless this is incompatible with the nature of the goods or the nature of the particular non-conformity.

You are obliged to notify the Seller of the non-conformity of the goods within two months from the day on which you became aware of the non-conformity, and at the latest within two years from the day of delivery of the goods (Article 59(6) of the ZZP).

5.2. The Buyer's rights in the event of non-conformity

If the delivered goods are not in conformity with the contract, you have the right to require the Seller to remedy the non-conformity free of charge, by repair or replacement, or to require an appropriate price reduction, or to terminate the contract with respect to those goods (Article 56(1) of the ZZP). You have the right to choose between repair and replacement as the means of remedying the non-conformity (Article 56(2) of the ZZP).

If the non-conformity appears within 30 days from the day of delivery of the goods, you have the right to choose between requiring that the non-conformity be remedied by replacement, an appropriate price reduction, or declaring that you terminate the contract (Article 56(7) of the ZZP). The Seller bears all costs necessary to bring the goods into conformity with the contract, in particular the costs of labour, materials, delivery of the replacement goods and collection of the replaced goods (Article 56(8) of the ZZP).

5.3. How to make a complaint

You may make a complaint orally at the point of sale, by telephone at +381 63 1057021, in writing, electronically at whitecitysoul@gmail.com or on another durable medium, presenting the receipt for inspection or other proof of purchase (e.g. a copy of the receipt, a card slip, an order confirmation) (Article 63(5) of the ZZP). We recommend that in the complaint you state the order number, the proof of purchase and a detailed description of the defect and, if possible, attach photographs. The Seller is obliged to accept the complaint made and to issue you a written confirmation without delay or to confirm receipt of the complaint electronically, that is, to inform you of the number under which your complaint has been entered in the register of received complaints (Article 63(3) and (7) of the ZZP).

5.4. Handling of complaints and time limits

The Seller is obliged to respond to the complaint made, in writing or electronically, without delay and at the latest within eight days from the day of receipt of the complaint. The response must contain a decision on whether it accepts the complaint, the reasons if it does not accept it, a statement on your request regarding the method of resolution, and a specific proposal of the time limit within which and the manner in which it will resolve the complaint if it accepts it (Article 63(9) of the ZZP).

The time limit for resolving the complaint may not exceed 15 days (30 days for technical goods and furniture) from the day the complaint was submitted (Article 63(9) of the ZZP). All costs of sending the goods under a complaint (for establishing the non-conformity, repair or replacement) are borne by the Buyer.

6. Out-of-court settlement of consumer disputes

If a dispute arising from a complaint cannot be resolved by agreement between you and the Seller, you have the option of initiating proceedings for the out-of-court settlement of consumer disputes. A consumer dispute may be resolved out of court before a body for the out-of-court settlement of consumer disputes (Article 171(1) of the ZZP).

The Seller is legally obliged to participate in proceedings for the out-of-court settlement of consumer disputes before such a body (Article 173(2) of the ZZP).

The list of bodies for the out-of-court settlement of consumer disputes is kept and published by the Ministry responsible for trade on its website. Proceedings for the out-of-court settlement of disputes may be initiated by a consumer only if the consumer has previously made a complaint or objection to the Seller (Article 173(1) of the ZZP). Initiating proceedings for the out-of-court settlement of a consumer dispute does not exclude or affect the exercise of the right to judicial protection (Article 190(1) of the ZZP).

Withdrawal form

Complete and send this form only if you wish to withdraw from the contract.

TO: Pavle Zindović PR izvođačka umetnost White City Soul Beograd
Mišarska 7, 11118 Beograd, Serbia
Phone: +381 63 1057021
Email: whitecitysoul@gmail.com

I, ______________________________________(Buyer's full name), hereby give notice that I withdraw from the contract for the sale of the following goods:

_________________________________________________________________________

(state the name and quantity of the goods)

Order number: ____________________

Order date: ____________________

Date of receipt of the goods: ____________________

Reason for withdrawal (optional, but it may help the Seller improve its business):