Warranty and returns FAQ — Serbia
What happens when something is wrong with the merch — defect coverage, replacement policy, return logistics and the warranty commitments behind the order.
What the warranty covers
Our warranty on Serbia corporate merch covers defects in materials and workmanship for 90 days from delivery. Defects in this context mean: production defects (misprint, mis-embroidered, mis-engraved, off-Pantone beyond the agreed Delta E tolerance), material defects (fabric faults, blank defects visible at delivery), and finishing defects (loose stitching, fraying, broken hardware, leaking seals).
What the warranty does not cover: damage in the recipient's use, normal wear-and-tear, damage from improper care (e.g., washing an apparel item at temperatures above the care label), damage from accidents, and damage from modifications made after delivery. For personalised items with the recipient's own content, the warranty covers production quality but not the recipient's content.
The warranty is in addition to the buyer's statutory rights under the Serbian Consumer Protection Law (for B2C sales) and the Serbian Law on Obligations (for B2B sales). Where the warranty and statutory rights overlap, the buyer can rely on whichever is more favourable.
Reporting a defect
Defects should be reported in writing within 5 business days of discovery, with photographic evidence and a reference to the original order number. We confirm receipt of the defect report within one Belgrade business day and propose a resolution (replacement, repair, credit) within three Belgrade business days.
For defects affecting a significant portion of the order (typically more than 5% of the run), we also run a root-cause analysis to identify whether the issue is specific to the reported pieces or systemic to the production run. If systemic, we propose a corrective action covering the full production lot, not just the reported pieces.
For defects discovered at delivery (visible damage, shortage, wrong product), the defect should be noted on the delivery note at the point of receipt before signing. Defects noted on the delivery note are processed under a separate expedited flow with replacement or refund issued within 3 business days.
Replacement vs credit vs refund
For confirmed defects, the standard resolution is replacement at our cost — we produce the replacement pieces at no charge to the buyer, including decoration and delivery. Replacement is the right resolution when the defect is reproducible from the same blank + decoration process.
For defects where replacement is not practical (the blank has been discontinued, the decoration is too time-sensitive to wait, the buyer has moved on from the use case), we offer credit on a future order. The credit is the full per-piece price plus the decoration cost and is applied to the next order against the same buyer entity.
For defects where neither replacement nor credit works (the order is closed, the buyer is dissolved, the dispute is being litigated), we offer refund on the original payment method. The refund is processed within 10 business days of the dispute resolution.
Return logistics
For confirmed defects requiring return of the defective pieces (typically when we need to inspect them to identify the root cause), we arrange pickup at the buyer's address at our cost. The pickup is on the next available freight slot and is coordinated with the buyer to minimise disruption.
For buyers in Belgrade, pickup is typically express or next-day from our Belgrade base. For regional Serbia, pickup is on the next available freight line-haul. For international buyers, return is via the buyer's nominated forwarder or our partner network.
Returned defective pieces are inspected at our facility within 3 business days of receipt. The inspection report (with photographs and root-cause analysis) is shared with the buyer. If the inspection finds no defect, we return the pieces to the buyer at the buyer's cost.
Warranty on decorated merch from buyer-supplied blanks
For orders where the buyer supplied the blanks, our warranty covers the decoration only, not the blanks. If a defect is traced to the buyer-supplied blank (e.g., a fabric fault in the blank, a manufacturing defect in the drinkware), the warranty claim is the buyer's to pursue against the blank supplier.
We help with this kind of claim by providing the inspection report, the photographic evidence and the relevant production records. We do not, however, take responsibility for the blank itself when the blank was supplied by the buyer.
For buyers who source blanks through us, the warranty covers both the blank and the decoration, and the resolution is single-point through us. This is one of the operational benefits of sourcing blanks and decoration together.
Warranty on imported merch
For merch imported into Serbia (whether by the buyer or by us on the buyer's behalf), the warranty covers the decoration but the underlying blank warranty is the blank manufacturer's. For EU-origin blanks, the manufacturer's warranty typically runs 1–2 years and is enforced through the manufacturer's EU representative. For non-EU blanks, the warranty terms are set by the manufacturer's policy.
We help facilitate manufacturer warranty claims for buyers by providing the documentation chain (commercial invoice, packing list, customs clearance) and the production records that the manufacturer typically requires. This is included in our standard order management.
For buyers with specific warranty requirements (extended warranty, on-site repair, advance replacement), we can structure the supply agreement to include these at additional cost.
What the warranty does not cover
Beyond the items noted above (damage in use, normal wear, improper care, accidents), the warranty also does not cover:
- Variations in colour or texture that fall within the agreed tolerance. Pantone matching has a Delta E < 2 tolerance on silkscreen on white cotton, Delta E < 3 on DTF, and thread-colour nearest-match on embroidery. Variations within these tolerances are not defects.
- Variations in size that fall within the standard tolerance. Garment industry tolerance is typically ±2 cm on body measurements and ±1 cm on sleeve / leg length. Variations within these tolerances are not defects.
- Reactions to the recipient's specific use. Allergies to specific materials, sensitivities to specific inks or dyes, etc. These are not defects in the materials themselves but reactions in the recipient.
- Damage from force majeure. Events outside our control (war, civil unrest, natural disaster, pandemic) are not covered.
If the buyer is unsure whether an issue is covered, we recommend reporting it and letting our QC team determine coverage. Most reported issues are covered; we rarely reject a claim.
Report a defect or check warranty
Send the order number, photographs and description, and we confirm coverage and propose a resolution within one Belgrade business day.