Refund policy
1. Return Period
We accept return requests within 14 days of delivery, subject to the conditions in this policy and any mandatory consumer rights applicable to your purchase.
To request a return, email info@excitingcities.shop with your order number and a brief explanation of your request.
Please contact us before sending any product back.
2. Return Address — Serbia
All approved returns must be shipped to our designated return address in Serbia.
Our products are shipped from Serbia, and returned products must also be sent back to Serbia.
After reviewing your request, we will provide the return instructions and the address to which the item must be sent.
Please do not return an item without contacting us first.
3. Condition of Returned Products
For a change-of-mind return, please return the product in its original condition, with its original packaging.
Please take care when handling and repackaging artwork to prevent damage during return shipping.
These conditions do not limit any statutory rights you may have if a product is faulty, damaged, or not as described.
4. Return Shipping Costs
For change-of-mind returns, customers are responsible for the cost of return shipping.
If an item arrives damaged, is defective, or is materially different from what was ordered, please contact us before arranging a return. We will review the issue and provide appropriate instructions in accordance with applicable law.
5. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us at info@excitingcities.shop as soon as possible.
Please include:
- Your order number
- A description of the problem
- Clear photographs of the product and its packaging
We will review the information and explain the next steps.
6. Refunds
Once a returned item has been received and inspected, we will notify you of the outcome of your return request.
Approved refunds will be issued to the original payment method, subject to the payment provider's processing times.
Where required by applicable law, refunds will include the relevant original delivery costs and other amounts that must legally be refunded.
Nothing in this policy limits statutory rights relating to cancellation, faulty goods, or products that do not conform to their description.
7. Duties and Import Taxes
All orders are shipped using Delivered Duty Paid (DDP) terms.
Applicable duties and import taxes may be collected at checkout or included in the final amount paid by the customer.
If an order is canceled before fulfillment, any duties and import taxes paid by the customer will be refunded.
If an order is canceled, refused, or returned after fulfillment, duties and import taxes are non-refundable.
This is because duties, import taxes, shipping charges, and carrier fees paid after shipment may not be recoverable.
8. Exchanges
We do not offer product exchanges. If you change your mind about your purchase, you may request a return in accordance with the conditions outlined in this policy.
9. Contact
For return and refund requests, please contact:
Email: info@excitingcities.shop