Complaints and returns

This policy regulates the manner and procedure for filing complaints, withdrawal from a distance contract, returning goods, and exchanging products purchased from:

Milica Ristić PR Hippocrates Fashion
Petra Drapšina 44, 21000 Novi Sad
VAT ID: 114880895 | Registration Number: 67924908
Email: sales@hippocratesfashion.com
Phone: +381 66 80 89 786

This policy is drawn up in accordance with the Law on Consumer Protection ("Official Gazette of RS", No. 35/2026).

COMPLAINTS

Reasons for filing a complaint

The consumer has the right to file a complaint if:

1. the delivered goods do not conform to the contract;
2. the wrong product, model, size, or color was delivered;
3. the product has a manufacturing defect or is damaged;
4. the price was incorrectly calculated;
5. there are other defects for which the seller is responsible.

Goods conform to the contract if they correspond to the description, model, color, size, and other agreed properties, possess the quality and functionality usually expected of goods of the same type, and correspond to the properties stated in the offer and advertising.

Consumer rights in case of non-conformity

If the delivered goods do not conform to the contract, the consumer has the right to request the removal of the non-conformity free of charge, by repair or replacement. When legal conditions are met, the consumer may request an appropriate price reduction or termination of the contract and a refund.

The consumer has the right to choose between repair and replacement, except when the chosen method is impossible or would represent a disproportionate burden for the seller in relation to another method of resolving the complaint.

If the non-conformity appears within 30 days from the date of delivery, the consumer may choose replacement, an appropriate price reduction, or termination of the contract. Termination of the contract is not possible if the non-conformity is minor.

If the same or another defect appears after the first repair, the consumer may request replacement, price reduction, or termination of the contract. A second repair is possible only with the explicit consent of the consumer.

All costs necessary to remove justified non-conformity, including the costs of collection and re-delivery, shall be borne by the seller.

Liability period for non-conformity

The seller is liable for non-conformity of goods that existed at the time of delivery or originates from a cause that existed before delivery, and which appears within two years from the day the goods were delivered to the consumer.

If the non-conformity appears within one year from the day of delivery, it is presumed that it existed at the time of delivery, unless this is contrary to the nature of the goods or the specific defect. During this period, the burden of proving that the non-conformity did not exist lies with the seller.

After the expiration of the first year, and until the expiration of the two-year period, the consumer may still file a complaint, whereby it is determined whether the defect originates from non-conformity that existed at the time of delivery or if it arose subsequently due to use, maintenance, or external influence.

The consumer is obliged to notify the seller of the non-conformity within two months from the day they noticed it, and no later than two years from the day of delivery.

Method of filing a complaint

The consumer may file a complaint:

• by email at sales@hippocratesfashion.com;
• by phone at +381 66 80 89 786;
• in person at the showroom at Petra Drapšina 44, Novi Sad;
• in writing at the same address.

When filing a complaint, it is necessary to provide the receipt for inspection or another appropriate proof of purchase. For more efficient processing, we recommend that the consumer provides the order number, describes the observed defect, states the requested method of resolution, and provides photos of the product, where possible.

The seller is obliged to receive and record every complaint filed. The consumer will be issued, without delay, a written or electronic confirmation of receipt of the complaint, i.e., the number under which the complaint was registered.

The absence of the original packaging cannot be a condition for resolving a complaint nor a reason for its rejection.

Deadline for response and resolution of the complaint

The seller will respond to the filed complaint in writing or electronically without delay, and no later than eight days from the day of receipt of the complaint.

The response will contain the decision on accepting the complaint, an explanation if the complaint is not accepted and, if accepted, a statement on the consumer's request and a concrete proposal for the method and deadline of resolution.

The deadline for resolving the complaint cannot be longer than 15 days from the day of its filing.

The consumer is obliged to declare their position on the seller's proposal within three days of receiving the response. The deadline for resolving the complaint is suspended until the consumer's response is received. If the consumer does not respond within the stated period, it will be considered that they do not agree with the seller's proposal.

If, for objective reasons, it is not possible to resolve the complaint within the provided period, the seller will inform the consumer about the extension of the deadline and obtain their consent. An extension of the deadline is possible only once.

RETURNING GOODS – WITHDRAWAL FROM ONLINE PURCHASE

A consumer who purchased goods via the online store has the right to withdraw from the contract within 14 days from the day of receiving the goods, without stating a reason.

In order to exercise the right of withdrawal, the consumer is obliged to submit a withdrawal statement by email to sales@hippocratesfashion.com or by mail to the address Petra Drapšina 44, 21000 Novi Sad before the deadline expires.

The consumer may use the withdrawal form available at the end of this page or send another unambiguous statement containing their first and last name, contact details, and order number. The statement is timely if sent before the 14-day deadline expires.

The right of withdrawal without stating a reason applies to online purchases. It does not apply to products purchased in the showroom, but this does not affect the consumer's right to file a complaint due to non-conformity.

Conditions for returning goods

The consumer is obliged to return the product without delay, and no later than 14 days from the day they submitted the withdrawal statement to the seller.

The product may be inspected and tried on exclusively to the extent necessary to determine the size, cut, and basic characteristics. The consumer is liable for the diminished value of the goods if they handled them more than necessary for such a check.

The product being returned should not be worn during a shift, washed, soiled, damaged, or subsequently altered. Returning it in the original packaging is recommended for protection during transport.

The direct cost of returning the goods is borne by the consumer. If the wrong, damaged, or non-conforming product was delivered, the justified costs of return are borne by the seller.

Before sending the goods, it is necessary to contact the seller to receive instructions. Shipments sent as "cash on delivery" will not be accepted.

Goods should be returned to the address:

Milica Ristić PR Hippocrates Fashion
Petra Drapšina 44
21000 Novi Sad
Phone: +381 66 80 89 786

Refunds

In case of timely withdrawal, the seller will refund the amount paid for the products, as well as the cost of standard delivery if the consumer paid for it.

If the consumer chose a more expensive or special delivery method, the additional cost incurred by choosing such delivery will not be refunded. The cost of sending the goods back is borne by the consumer.

The refund will be made no later than 14 days from the day of receiving the withdrawal statement. The seller may delay the refund until they receive the returned goods or proof that the goods have been sent, whichever occurs first.

The refund is made using the same means of payment as used during the purchase. For orders paid by cash on delivery, the refund is made by payment to the bank account provided by the consumer, without additional costs for the consumer.

Personalized products and custom-made products

The right of withdrawal without stating a reason does not apply to products made according to the special requests of the consumer or clearly personalized products.

This includes uniforms with an embroidered name, title, institution name, logo, or other individual markings, as well as products made to special measurements or specifications.

This limitation does not affect the right to a complaint if the product is not made according to the approved request, if the personalization was performed incorrectly, or if the product has a defect.

EXCHANGE OF SIZE, COLOR, OR MODEL

If the delivered product is conforming but the size does not fit the consumer or they want another available color or model, the exchange can be made within 14 days from the day of receiving the goods.

The exchange is possible on the condition that the product has not been worn during a shift, washed, soiled, damaged, subsequently altered, or personalized and that the requested replacement product is available.

It is possible to exchange only the top or bottom of a set and choose different sizes, depending on product availability.

When exchanging a conforming product, the costs of return and re-shipping are borne by the consumer. If the seller delivered the wrong product, all justified costs of the exchange are borne by the seller.

Before sending the product, the consumer is obliged to contact the seller to check the availability of the desired replacement and receive shipping instructions.

B2B AND GROUP ORDERS

The provisions of this policy regarding consumer rights apply to natural persons who purchase goods outside of their business or commercial activity.

Orders from clinics, practices, hospitals, companies, entrepreneurs, and other business entities constitute B2B orders. The terms of payment, production, personalization, deadlines, changes, cancellations, and complaints are regulated by the accepted offer, pro-forma invoice, or a separate contract.

A B2B order that is made according to confirmed specifications or personalized with embroidery, a name, logo, or other marking cannot be canceled or returned due to a subsequent change of decision by the ordering party. The ordering party retains the right to report goods that were not made according to the confirmed specification or have a manufacturing defect.

CONTRACT WITHDRAWAL FORM

You can download the contract withdrawal form here. You can send the completed form to sales@hippocratesfashion.com.

The use of the form is not mandatory. The consumer may also submit another unambiguous statement of withdrawal that contains the data necessary to identify the order.