Returns and complaints

Return in five steps

If you change your mind, you can cancel the purchase within 14 days of receipt, no explanation needed.

1. Get in touch.
   Send a withdrawal statement to [email protected] — fill in the form or write in your own words — and include your order number.
2. Pack the brush.
   Put it in a box suitable for shipping — ideally the one it arrived in — and enclose the completed form or your order number. Don’t stick tape directly on the brush’s original packaging.
3. Send it within 14 days of your statement.
   Address: DTM Duck Retail d.o.o. – Povrati i reklamacije, Drinčićeva 26, 11108 Beograd. You can also hand it over in person, by prior arrangement. We do not accept cash-on-delivery shipments.
4. Return costs.
   You cover the cost of sending it back, at the price of the courier service you choose.
5. Which brush can I return?
   A brush that arrived in sealed packaging — only unopened. We don’t take back a brush with signs of use, for hygiene reasons.

We refund the money, together with the cost of delivery to you, no later than 14 days after receiving your statement — once the brush reaches us or you send us proof that it has been sent. If you paid by card, the money is returned to the same card.

Complaint in four steps

Did the brush arrive damaged, faulty or wrong? We’ll sort it out and cover the costs. Normal wear and damage from improper use are not defects.

1. Write to us.
   Email [email protected] with your order number, a description of the problem and a photo. Get in touch as soon as you notice the defect — no later than two months after you notice it.
2. Confirmation of receipt.
   We confirm receipt right away and send you your complaint number.
3. We reply within 8 days.
   We let you know whether we accept the complaint and what we propose. Reply to our proposal within three days.
4. Resolution within 15 days.
   By repair, replacement, price reduction or refund. A complaint is valid even if the packaging has been opened.