Effective from 21.10.2025 – DMT Duck Retail d.o.o. Beograd, PIB 114785241,
Palmotićeva 5, 11000 Belgrade, Republic of Serbia. Contact: info@duck.rs

application and acceptance of terms

1.1. These Terms constitute the sole valid legal document governing the relationship between DMT Duck Retail d.o.o. («Seller») and the Customer.

1.2. By confirming an order or registering, the Customer expressly accepts the Terms in the version valid at the time of confirmation. Without explicit acceptance (checkbox), the order cannot be completed. Personal data is processed in accordance with the Privacy Policy.

1.3. Use of the website (including searching, browsing products, adding to cart or any other interaction) shall be deemed full awareness and acceptance of these Terms of Use. If you do not agree with the Terms, please leave the site immediately and do not use our services. In the event of a conflict between these Terms and a special agreement or other individual agreement concluded between you and DMT Duck Retail d.o.o., the special agreement shall prevail.

1.4. Definitions
– «Customer» or «User» means a natural or legal person using the website or purchasing products/services.
– «Products» include physical and digital products, including subscriptions and digital content.
– «Services» include all additional services offered on the site (e.g. delivery, gift wrapping, customer support).

registration and user accounts

2.1. Registration is possible according to the instructions on the site. When registering, you are obliged to provide accurate, complete and up-to-date data.

2.2. By using the site and placing orders, you declare and warrant that:
– you use the site exclusively for searching and legally valid orders;
– you will not place false or misleading orders;
– the provided e-mail address, delivery address and other contact details are accurate, valid and complete.
By confirming the order, you declare that you are at least 18 years old and have full legal capacity to conclude binding contracts.

2.3. You are responsible for maintaining the confidentiality of your password and for all activities carried out through your account.

2.4. The rights and obligations of the user account may not be transferred to third parties without the prior written consent of DMT Duck Retail d.o.o.

ordering, conclusion of contract, prices and payment

3.1. The display of products on the website constitutes a binding offer to conclude a sales contract.

3.2. The contract is concluded the moment the Customer clicks the «Create Order» / «Pay» button – thereby making a binding offer and assuming the obligation to pay. We immediately send an e-mail confirmation containing all elements of the contract.

3.3. All prices are quoted in RSD including VAT. The displayed prices and delivery costs are valid only at the time of ordering and may change until the contract is concluded. After conclusion of the contract, the price does not change.

3.4. Delivery costs and all other costs are displayed in the cart before order confirmation.

3.5. Payment methods: payment cards, bank transfer, cash on delivery (if available). Payment is considered made when the funds arrive in the account.

3.6. Discounts, coupons and promotional codes are valid only under the published conditions and cannot be combined unless expressly stated.

3.7. The Seller reserves the right to refuse or cancel an order at any time (even after sending confirmation) in the event of an obvious pricing error (e.g. 50,000 RSD displayed as 500 RSD) or description, unavailability of goods, suspicion of fraud or abuse, technical errors, inability to verify Customer data or in other cases provided by law (Article 27 paragraph 4 of the Electronic Commerce Act). Paid funds are returned within 14 days in the same payment method.

delivery and receipt of goods

4.1. Delivery periods are indicative and are calculated from the date of order confirmation and payment. The exact date depends on the availability of the goods and the chosen delivery method.

4.2. The risk of accidental loss or damage to the goods passes to the Customer at the moment the goods are handed over to the courier or upon personal collection (in accordance with the selected delivery conditions).

4.3. The Customer is obliged to immediately inspect the goods upon receipt in the presence of the courier and to immediately record all visible defects, damage or quantity discrepancies in the courier’s report and report them to info@duck.rs no later than 48 hours from receipt. After the expiry of 48 hours, the goods are considered inspected and accepted without objections. Further complaints based on visible defects that the Customer was obliged to notice upon receipt will not be accepted.

4.4. In the event of unsuccessful delivery due to the Customer’s absence, failure to accept the courier’s call or provision of incorrect data, the Customer fully bears the costs of re-delivery. DMT Duck Retail d.o.o. does not bear the costs of re-delivery if all prescribed procedures have been followed and the failure is the direct result of the Customer’s inaction or error.

right of withdrawal and return procedure (only for consumers – natural persons)

5.1. The consumer has the right to withdraw from the contract within 14 days from the day of receipt of the goods without giving reasons (Article 34 of the Consumer Protection Act).

5.2. Withdrawal is made by sending an unequivocal statement (filled-in form or free text) to info@duck.rs. The withdrawal form can be downloaded here.

5.3. The goods must be returned within 14 days of sending the withdrawal statement to the address:
DMT Duck Retail d.o.o. – Returns & Complaints, Palmotićeva 5, 11000 Belgrade
or handed in personally at the store by prior arrangement via info@duck.rs.

5.4. Required contents of the shipment:
– completed withdrawal form or free statement
– original fiscal receipt (copy or original)
– goods in original, undamaged packaging with all labels and accompanying documentation
– order number and contact telephone

5.5. The Customer bears the costs of returning the goods, except when the delivered goods are defective or non-compliant – in which case we bear the costs (Article 35 paragraph 3 of the Consumer Protection Act).

5.6. The money is refunded no later than 14 days from receipt of the returned goods and confirmation that they are in proper condition, using the same payment method used for the purchase.

5.7. If the goods are not in their original condition or show signs of use beyond what is necessary to determine the nature, characteristics and functionality, we reserve the right to reduce the refund amount proportionally to the reduction in the value of the goods (Article 36 paragraph 5 of the Consumer Protection Act), of which you will be notified in writing.

5.8. The right of withdrawal is EXCLUDED for:
– goods manufactured according to the consumer’s specification or clearly personalised;
– underwear, swimwear, socks, cosmetics and other hygiene products that have been opened or whose commercial appearance has been impaired (Article 37 paragraph 1 point 2 of the Consumer Protection Act);
– sealed audio/video recordings and software whose seal has been broken;
– digital content and subscriptions delivered with explicit consent to immediate delivery and loss of the right of withdrawal (Article 37 paragraph 1 point 11 of the Consumer Protection Act).

digital content and subscriptions

6.1. By purchasing a digital product or subscription, the Customer expressly agrees that delivery begins immediately after payment and thereby permanently loses the right of withdrawal (Article 37 paragraph 1 point 11 of the Consumer Protection Act).
6.2. For every digital product, a separate checkbox with the exact wording must be confirmed:
«I expressly agree that the delivery of digital content begins immediately after payment and that I thereby permanently lose the right of withdrawal (Article 37 paragraph 1 point 11 of the Consumer Protection Act).»
Without confirming this field, the purchase of a digital product is not possible.
6.3. Subscriptions are automatically renewed at the end of the billing period. The Customer will be notified at least 15 days in advance of each renewal and the exact amount of the next charge (Article 28a of the Electronic Commerce Act).
6.4. Cancellation of the subscription is possible at any time via the user account or by sending a request to info@duck.rs and takes effect at the end of the current paid period. There is no refund for partially used periods, except in the case of technical problems on our part.

fiscal receipt

7.1. The fiscal receipt is delivered with the goods in paper form and electronically to the e-mail address together with the dispatch notification.

7.2. By confirming the order and these Terms, you expressly agree that the fiscal receipt will be delivered exclusively in electronic form (Article 9 paragraph 6 of the Fiscal Cash Registers Act). A paper receipt is sent only upon explicit request stated in the order notes.

processing of personal data

8.1. The processing of personal data is carried out exclusively in accordance with the Privacy Policy and Cookie Policy available on the site and forming an integral part of these Terms.

warranty and statutory conformity

9.1. All products have a statutory warranty of conformity in accordance with Articles 39–47 of the Consumer Protection Act. Complaints are submitted to info@duck.rs with the attached fiscal receipt and description of the problem.

9.2. In the event of a justified complaint, the costs of expert examination are borne by the Seller.

procedure for submitting and resolving complaints and objections

10.1. Complaints and objections may be submitted electronically to info@duck.rs or by post to the address DMT Duck Retail d.o.o., Palmotićeva 5, 11000 Belgrade, for the purpose of removing non-conformity of goods, price errors or other defects. The goods, fiscal receipt or other proof of purchase (copy of receipt, dispatch note, etc.) must be attached. Packaging is not mandatory.
10.2. After receipt of the complaint, within 8 days we send written or electronic confirmation of receipt with the registration number in the complaint register.
10.3. We respond to the complaint within 8 days in writing or electronically, with a decision on acceptance, presentation of your request, a specific proposal and a resolution deadline that cannot exceed 15 days from receipt of the complaint.
10.4. We are obliged to act in accordance with the proposal and deadline if we have received your prior consent.
10.5. If for objective reasons we cannot meet the request within the agreed deadline, we inform you of the extension of the deadline (only once) and request your consent, which we record in the complaint register.
10.6. If the complaint is rejected, you can initiate an out-of-court consumer dispute resolution procedure with bodies entered in the List of bodies for out-of-court resolution of consumer disputes, available at https://must.gov.rs/tekst/sr/376/zastita-potrosaca.php
10.7. In accordance with Article 28 of the Consumer Protection Act, DMT Duck Retail d.o.o. is obliged to participate in out-of-court consumer dispute resolution procedures before the competent bodies.
10.8. The consumer may apply to the court only after submitting a complaint or objection to the Seller.

limitation of liability

11.1. To the fullest extent permitted by law, the Seller excludes liability for indirect, consequential or incidental damage, including lost profit, loss of data, business interruption or costs of obtaining replacement products/services.

11.2. The total liability of the Seller on any basis may not exceed the amount actually paid by the Customer for the specific product/service that is the subject of the dispute.

11.3. This limitation does not apply to damage caused by intentional or gross negligence of the Seller, nor to mandatory statutory liability towards consumers, nor to damage caused by temporary unavailability of the site due to technical maintenance, failures or circumstances beyond the Seller’s control.

11.4. The Seller is not liable for damage caused by temporary unavailability of the website due to regular or extraordinary maintenance, technical failures, hacker attacks, force majeure or other circumstances beyond the reasonable control of the Seller.

11.5. The Seller reserves the right to temporarily or permanently restrict or block access to the site in the event of abuse, violation of these Terms or for the purpose of protecting system security, without the obligation to compensate damage.

11.6. This limitation does not apply to damage caused by intentional or gross negligence of the Seller, nor to mandatory statutory liability.

intellectual property and user content

12.1. All content of the site (texts, photographs, graphics, design, trademarks, logos) is the property of DMT Duck Retail d.o.o. or licensed from third parties. Copying, distribution, modification or commercial use without prior written consent is prohibited, except within the limits permitted by law.

12.2. By sending comments, ratings, photographs, videos or any other content to the site, you grant DMT Duck Retail d.o.o. a non-exclusive, royalty-free, perpetual, irrevocable and worldwide licence to use, reproduce, modify, publish and display such content for marketing and business purposes on all media and platforms. You warrant that you have all necessary rights to such content and that it does not infringe the rights of third parties.

consumer protection and dispute resolution

13.1. The consumer has the right to out-of-court dispute resolution through bodies for out-of-court resolution of consumer disputes or through the SRPS platform (Article 28 of the Consumer Protection Act).

13.2. Out-of-court resolution of consumer disputes is carried out through the SRPS platform or bodies entered in the List of bodies for out-of-court resolution of consumer disputes, available on the website of the Ministry of Internal and External Trade: https://must.gov.rs/tekst/sr/376/zastita-potrosaca.php

13.3. For cross-border disputes with traders from the European Union, the Consumer Redress in the EU platform is used: https://consumer-redress.ec.europa.eu/dispute-resolution-bodies

13.4. All contracts are concluded in the Serbian language (Latin or Cyrillic).

13.5. The Terms are drawn up in Serbian and English. In the event of differences in interpretation, the official and legally binding text is the Serbian version. The English translation is for informational purposes only.

international sales and restrictions

14.1. Use of the site and ordering from countries where the sale of our products or services is prohibited by local laws or international sanctions is strictly prohibited.

14.2. Certain products and technologies may be subject to export restrictions of the Republic of Serbia, the European Union or the United States of America. The Customer is solely responsible for compliance with these restrictions. We reserve the right to refuse or cancel an order if there is suspicion of violation of export or sanctions regulations.

indemnification

15.1. You agree to fully indemnify and hold harmless DMT Duck Retail d.o.o. for all damages, costs, expenses and court costs (including attorney fees) arising from your breach of these Terms, applicable law or any other regulation, including violation of export or sanctions restrictions.

force majeure

16.1. The Seller is not liable for failure or delay in fulfilling obligations if this is the result of force majeure (war, natural disasters, floods, fires, strikes, measures of state authorities, pandemics, etc.). In such cases, the deadlines are extended for the duration of the force majeure, and the Customer will be notified as soon as possible.

final provisions

17.1. The law of the Republic of Serbia applies. The competent court is in Belgrade, unless the law gives the consumer the right to sue at their place of residence.

17.2. If any provision is found invalid, the others remain in force.