Returns & complaints
Your safety, clear rules.
We operate legally and transparently, so returns and complaints are simple and by the book.
Withdrawal
The right to return within 14 days.
Under the Consumer Protection Act, you have the right to withdraw from a purchase within 14 days of receiving the package, no reason needed. For hygiene reasons, returns of opened and used decants may be limited, so contact us before sending anything back and we will guide you.
Complaints
If something is wrong, we fix it.
If you received a damaged or wrong product, send us a message with your order number and a description of the problem. We respond to complaints without delay, and at the latest within the legal 8-day deadline.
Procedure
How to report it.
The easiest way is to write to info@10ml.rs or call +381 60 330 2507. Include your order number, a description of the problem and, if possible, a photo. Together we arrange a replacement or a refund. The withdrawal form is in the site footer.
Refunds
Back to the card if paid by card.
Anything paid with a payment card is refunded exclusively to that card: at our request the bank reverses the original transaction, regardless of the reason for the return. Purchases paid cash on delivery are refunded to your bank account within 14 days of receiving the returned goods at the latest.