Effective from 01.10.2026 – DMT Duck Retail DOO Belgrade, PIB 114785241,
Company registration number 22069969, registered in the Register of Business Entities of the Serbian Business Registers Agency (APR)
Business activity code: 4771 – Retail sale of clothing in specialized stores
Address: Drinčićeva 26, 11108, Belgrade, Republic of Serbia. Contact: info@duck.rs

application and acceptance of terms

1.1. These Terms and Conditions are the sole legally binding document governing the relationship between DTM Duck Retail DOO ("Seller") and the Buyer.
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. By using the website (including searching, browsing products, adding to cart, or any other interaction), you are considered to be fully familiar with and agree to these Terms of Use. If you do not agree with the Terms, please immediately leave the site and do not use our services. In the event of a conflict between these Terms and a special contract or other individual agreement concluded between you and DTM Duck Retail DOO, the special contract or agreement shall take precedence.
1.4. Definitions
‣ “Customer” or “User” means any natural or legal person that uses the website or purchases products/services.
‣ “Products” include both physical and digital goods, including subscriptions and digital content.
‣ "Services" encompass all additional services offered on the site (e.g., delivery, gift wrapping, customer support).

registration and user accounts

2.1. Registration is done by filling out the form on the "My Account" page or by opening an account when creating an order. During registration, you are required to provide accurate, complete, and up-to-date information.
2.2. By using the site and placing orders, you declare and warrant that:
‣ you will use the website solely for browsing and placing legally valid orders;
‣ you will not place false or misleading orders;
‣ the provided email 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 cannot be transferred to third parties without the prior written consent of DTM Duck Retail DOO.

ordering, conclusion of contract, prices and payment

3.1. The display of products on the website constitutes an invitation to contract (offer to conclude a contract), and not a binding offer by the Seller.
3.2. By selecting the payment method and clicking the "Order" button, the Buyer gives a binding offer for the conclusion of a sales contract and assumes the obligation to pay. In the case of card payment, payment is made on the next page, after entering card details, by clicking the "Pay Now" button. The contract is considered concluded only after the Seller sends a written electronic order confirmation (E-mail confirmation). Until the moment of sending the confirmation, the Seller reserves the right to reject the received offer without any obligation to explain, with a refund of all potentially already paid funds in accordance with Art. 5.6 of these Terms. For orders where payment is not made at the time of sending the order (e.g., cash on delivery), the E-mail confirmation from the previous paragraph (which represents the Seller's acceptance and the moment of contract conclusion) is sent only when the Seller reserves the goods and prepares the order for realization of the chosen method of delivery or pickup; until that moment, the Seller reserves the right to reject the offer without any obligation to explain, in accordance with the previous paragraph. Immediately upon receipt of the offer, an automatic message about the receipt of the order will be sent to the Buyer, which does not represent the Seller's acceptance nor the moment of contract conclusion. The final E-mail confirmation containing all essential elements of the contract (subject, price, delivery information) and which represents the Seller's acceptance will be sent after processing.
3.3. Svi iznosi prikazani na sajtu su konačni za kupca, osim dodatnih naplata koje se u zemlji odredišta obračunavaju nezavisno od Prodavca prilikom međunarodne isporuke (carinske dažbine, uvozni PDV i druge uvozne takse, kao i naknada za carinsko posredovanje kurirske službe) i koje snosi Kupac. DTM Duck Retail DOO nije obveznik PDV-a, nije prijavljen u sistem PDV-a i nije u sistemu PDV-a.
3.4. Troškovi dostave i svi drugi troškovi koji se plaćaju Prodavcu prikazuju se u korpi pre potvrde porudžbine. Dodatne naplate iz čl. 3.3 ne naplaćuje Prodavac i ne prikazuju se u korpi.
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. All payments will be made in the local currency of the Republic of Serbia – dinar (RSD). For informative price display in other currencies, the middle exchange rate of the National Bank of Serbia is used. The amount that will be charged to your payment card will be expressed in your local currency through conversion at the rate used by card organizations, which cannot be known to us at the time of the transaction. As a result of this conversion, there is a possibility of a slight difference from the original price listed on our site.
3.7. Discounts, coupons, and promotional codes are valid only under the published conditions and cannot be combined unless explicitly stated.
3.8. The Seller reserves the right to reject or cancel an order, including after the conclusion of the contract in accordance with Art. 3.2 of these Terms, exclusively in the case of an obvious error in price (e.g., 50,000 RSD displayed as 500 RSD) or description, unavailability of goods, reasonable suspicion of fraud or abuse, technical errors, or inability to verify the Buyer's data. Paid funds are refunded in accordance with Art. 5.6 of these Terms.
3.9. Protection of Confidential Transaction Data.
‣ when entering payment card data, confidential information is transmitted through a public network in a protected (encrypted) form using SSL protocol and the PKI system, as the most advanced cryptographic technology currently available;
‣ Data security during purchase is guaranteed by the payment card processor, Banca Intesa ad Beograd, so the complete charging process is carried out on the bank's pages. At no point are payment card data available to our system.
3.10. Before confirming the order, the Buyer can check all entered data in the cart and on the payment page and correct any input errors. The Seller is not a signatory to any code of conduct.

delivery and receipt of goods

4.1. Troškovi dostave se automatski obračunavaju na stranici za potvrdu porudžbine pre plaćanja. Besplatna dostava važi za porudžbine u vrednosti od 10 000 RSD i više, nakon primene svih dostupnih popusta, i to samo za isporuku na teritoriji Srbije. Dostava robe vrši se na teritoriji Srbije i, pod uslovima iz čl. 4.4 ovih Uslova, u inostranstvo, kurirskim službama po našem izboru, vodeći računa o interesima Kupca radi maksimalno udobnog roka isporuke. Alternativno, Kupac može izabrati lično preuzimanje robe na adresi Prodavca, u skladu sa čl. 4.5 ovih Uslova:
‣ From the moment the order is confirmed via e-mail, the goods are sent for delivery within four working days, usually the next day if there is no high seasonal load.
‣ Delivery usually takes 1–2 working days in Belgrade, 3–5 days in the rest of the country, and in rare cases up to 10 working days. Couriers deliver from 7:00 to 19:00.
‣ Za isporuku u inostranstvo rok isporuke obično iznosi 7-14 radnih dana, zavisno od zemlje odredišta, a može biti produžen zbog carinske procedure.
4.2. The risk of accidental loss or damage to goods passes to the Buyer at the moment of taking over the goods, in accordance with the Law on Consumer Protection. The Buyer is obliged to immediately upon takeover (in the presence of the courier, i.e., during personal pickup) inspect the goods and to record all visible defects, damage, or quantity mismatches immediately in the courier service's report, i.e., report them to the person issuing the goods during personal pickup. For faster resolution of damage occurring in transport, it is recommended that the Buyer notify the Seller of observed damage at info@duck.rs info@duck.rs within 48 hours of takeover. This deadline is recommended for more efficient handling and does not limit consumer rights based on non-conformity of goods, which are exercised within legal deadlines.
4.3. In the case of courier delivery, in the event of failed delivery due to the Buyer's absence, failure to answer the courier service's call, or providing incorrect information, the Buyer bears the full costs of re-delivery. DTM Duck Retail DOO does not bear the costs of re-delivery if all prescribed procedures were undertaken and if the failure is a direct consequence of the Buyer's inactivity or error. The consequences of not taking over goods during personal pickup are regulated by Art. 4.5 of these Terms.
4.4. International sales and restrictions:
‣ Izjava o ograničenjima izvoza i carinskim propisima: Za robu iz naše ponude nisu nam poznate zabrane ili posebna ograničenja izvoza iz Republike Srbije. Određeni proizvodi i tehnologije mogu podleći izvoznim ograničenjima Republike Srbije, Evropske unije ili Sjedinjenih Američkih Država. Isporuka u države prema kojima su na snazi sankcije ili zabrana prodaje nije moguća. Kupac je u potpunosti odgovoran za poštovanje svih izvoznih, carinskih i drugih propisa svoje zemlje. Zadržavamo pravo da odbijemo ili otkažemo porudžbinu ako postoji sumnja na kršenje izvoznih ili sankcionih propisa.
‣ 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.
‣ If the Buyer has their place of residence outside the Republic of Serbia, by making a purchase on this website they explicitly agree that exclusively the law of the Republic of Serbia shall apply. The provisions of the United Nations Convention on Contracts for the International Sale of Goods (CISG) are excluded.
‣ International delivery is possible only to countries offered when creating the order; its cost is displayed after entering the address, and free delivery from Art. 4.1 applies only to Serbia.
4.5. Personal pickup of goods is carried out exclusively by prior agreement on the date and time, which the Buyer is obliged to coordinate with the Seller via e-mail or another communication channel listed on the site, at their own choice. The initiative for coordination is taken by the Buyer. If the Buyer does not respond within 12 hours of the Seller sending the message or does not take over the goods within 24 hours of the agreed time, it is considered that they have abandoned the pickup and payment; the Seller may then unilaterally terminate the contract and return the goods to sale, of which they notify the Buyer in the communication channel, if any, and at the provided e-mail, with a refund of potentially paid funds in accordance with Art. 5.6 of these Terms. For orders paid in advance, the deadlines from this article are 3 working days each.

right to withdrawal from the contract, product return and refund (exclusively for consumers – natural persons)

5.1. The Consumer has the right to withdraw from the contract within 14 days without stating a reason (Article 29 of the Law on Consumer Protection, hereinafter: ZZP). The 14-day period is calculated in accordance with Article 30 of the ZZP (for the sale of goods — from the day the goods come into the possession of the consumer or a person designated by the consumer).
5.2. Withdrawal is made by sending an unambiguous statement (completed form or free text) to info@duck.rs. You can download the withdrawal form here. 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, Drinčićeva 26, 11108, Beograd
or handed over in person at the business premises by prior arrangement at info@duck.rs. We do not accept shipments with cash on delivery (payment upon delivery).
5.4. Along with the shipment:
‣ state the order number or enclose the fiscal receipt (a copy is sufficient) or other proof of purchase
‣ state a contact phone number;
‣ enclose the withdrawal statement, if you have not already sent it. The statement should contain the ID card or passport number, required for issuing a fiscal refund receipt.
5.5. The costs of return are borne by the Buyer, unless the delivered goods are defective or non-conforming to the contract — in that case the costs are borne by the Seller (in accordance with Art. 36 para. 3 of the ZZP for the case of withdrawal from the contract, i.e., Art. 56 para. 8 of the ZZP for the case of non-conformity of goods).
5.6. In the event of returning goods and refunding the amount to a customer who has previously paid by any of the payment cards, either partially or in full, regardless of the reason for the return, DTM Duck Retail DOO is obliged to carry out the refund exclusively through VISA, EC/MC, Maestro, Amex, and Dina payment methods, which means that the bank will process the refund to the customer’s card account at the seller’s request.
The refund is made without delay, and no later than within 14 days of receipt of the withdrawal statement, i.e., of the rejection of the offer or termination of the contract in accordance with these Terms. In the event of withdrawal from the contract, we also refund the delivery costs to the Buyer, up to the amount of the cheapest standard delivery we offer (Art. 35 of the ZZP). If the goods have already been delivered to the Buyer, DTM Duck Retail DOO has the right to postpone the refund until it receives the returned goods or until the Buyer provides proof that the goods have been sent, depending on which occurs first. The final deadline for crediting the refunded funds to your account depends exclusively on your bank's policy and is not regulated by DTM Duck Retail DOO.
5.7. Underwear may be delivered in sealed packaging. The Consumer has no right to withdraw from the contract if the sealed packaging has been opened after delivery, because such goods cannot be returned for reasons of health and hygiene protection (Article 38, paragraph 1, point 5) of the ZZP). Underwear delivered in sealed packaging can be returned only if the packaging is unopened. Underwear delivered without sealed packaging can be tried on over one's own underwear and returned only if it has not been worn or used. If the returned goods are damaged or used more than necessary to determine their nature and properties, the refund is reduced by the amount of the reduced value of the goods (Article 36, paragraph 4 of the ZZP); worn or damaged underwear cannot be resold, so in that case the money is not refunded.
5.8. The right of withdrawal is EXCLUDED for:
‣ goods made to the consumer's specification or clearly personalized (Article 38, paragraph 1, point 3) of the ZZP);
‣ underwear, swimwear, socks, cosmetics, and other hygiene products delivered in sealed packaging that has been opened after delivery (Article 38, paragraph 1, point 5) of the ZZP);
‣ sealed audio/video recordings and software where the seal has been broken (Article 38, paragraph 1, point 9) of the ZZP);
‣ digital content and subscriptions delivered with explicit consent to immediate delivery and loss of the right of withdrawal (Article 38, paragraph 1, point 13) of the ZZP).

fiscal receipt

6.1. U skladu sa Zakonom o fiskalizaciji (član 6 stav 1), izdajemo fiskalni račun za svaku porudžbinu.
6.2. Potvrđivanjem porudžbine i ovih Uslova izričito pristajete na dostavu fiskalnog računa isključivo u elektronskom obliku (član 13. stav 2. Pravilnika o vrstama fiskalnih računa, tipovima transakcija, načinima plaćanja, pozivanju na broj drugog dokumenta i pojedinostima ostalih elemenata fiskalnog računa). Papirni račun šaljemo samo na izričit zahtev naveden u polju „Beleške porudžbine“ na strani za plaćanje.

processing of personal data

7.1. On behalf of DTM Duck Retail DOO, we undertake to protect the privacy of all our customers. We collect only the necessary, basic data about customers/users and the data necessary for business operations and informing users, in accordance with good business practices and for the purpose of providing quality service. We give customers the option of choice, including the ability to decide whether or not they wish to be removed from mailing lists used for marketing campaigns. All data about users/customers is strictly protected and is available only to employees who need this data to perform their work. All employees of DTM Duck Retail DOO (and business partners) are responsible for respecting the principles of privacy protection.

warranty and statutory conformity

8.1. All products have a legal guarantee of conformity of goods in accordance with Art. 53–59 of the Law on Consumer Protection. Complaints are submitted to info@duck.rs along with the enclosed fiscal receipt and a description of the problem. The Consumer is obliged to notify us of the non-conformity within two months of becoming aware of it, and no later than within two years of delivery (Art. 59 of the ZZP). Normal wear and tear resulting from use, as well as damage occurring after delivery due to improper use, maintenance, or mechanical action, are not considered non-conformity.
8.2. 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

9.1. Complaints and objections can be submitted electronically at info@duck.rs or by mail to the address DTM Duck Retail DOO, Drinčićeva 26, 11108, Belgrade, for the purpose of eliminating non-conformity of goods, pricing errors, or other defects. Be sure to enclose the goods, fiscal receipt, or other proof of purchase (copy of receipt, delivery note, etc.). Packaging is not mandatory.
9.2. After receiving the complaint, we immediately send written or electronic confirmation of receipt with the registration number in the complaints record.
9.3. We respond to the complaint within 8 days in writing or electronically, with a decision on acceptance, an explanation of your request, a concrete proposal, and a resolution deadline that cannot exceed 15 days from receipt of the complaint (up to 30 days for technical goods and furniture).
9.4. We are obliged to act in accordance with the proposal and deadline, if we have received your prior consent. You are obliged to declare yourself on our response within three days of receipt; during that time, the deadline for resolving the complaint does not run. If you do not declare yourself within that period, it is considered that you do not agree with the proposal (Art. 63 of the ZZP).
9.5. If for objective reasons we cannot satisfy the request within the agreed deadline, we inform you of the extension of the deadline (only once) and seek your consent, which we record in the complaints record.
9.6. If the complaint is rejected, you can initiate the procedure for out-of-court resolution of consumer disputes through the platform https://vansudsko.must.gov.rs/ or before bodies listed 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. The consumer can initiate the out-of-court dispute resolution procedure only if they have previously filed a complaint or objection with the Seller (Art. 173 of the ZZP). Please contact us before initiating any procedure, so that we can try to resolve the dispute amicably.

limitation of liability

10.1. 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.
10.2. 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.
10.3. This limitation does not apply to damage caused by the Seller's intentional or gross negligence, nor to mandatory legal liability towards consumers.
10.4. 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.
10.5. 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.

intellectual property and user content

11.1. All website content (texts, photographs, graphics, design, trademarks, logos) is the property of DTM Duck Retail DOO or licensed from third parties. Copying, distribution, modification, or commercial use is prohibited without prior written consent, except within the limits permitted by law.
11.2. By sending comments, ratings, photos, videos, or any other content to the site, you grant DTM Duck Retail DOO a non-exclusive, free, permanent, irrevocable, and global license to use, reproduce, modify, publish, and display that content for marketing and business purposes on all media and platforms. You guarantee that you have all necessary rights to that content and that it does not infringe the rights of third parties.

consumer protection and dispute resolution

12.1. The Consumer has the right to out-of-court dispute resolution through the body for out-of-court resolution of consumer disputes in accordance with the Law on Consumer Protection of the Republic of Serbia. To submit a request for out-of-court resolution, the consumer can use the official platform of the Ministry of Internal and Foreign Trade of the Republic of Serbia available at: https://vansudsko.must.gov.rs/. DTM Duck Retail DOO is obligated to participate in the process of out-of-court settlement of consumer disputes before the competent authorities in the Republic of Serbia.
12.2. The contract is concluded in the Serbian language or in the language of the selected language version of the site. In case of disagreement between language versions, the Serbian language version is authoritative.

indemnification

13.1. You agree to indemnify DTM Duck Retail DOO for actual damage, reasonable costs, and justified court costs, including attorney's fees, arising from established violation of these Terms, third-party rights, or export and sanctions restrictions from Art. 4.4 of these Terms.

force majeure

14.1. 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

15.1. 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.
15.2. If any provision is found invalid, the others remain in force.