MONA online store

The general terms and conditions of the MONA Internet Store are determined by the conditions of purchase and sale of products, realized by the Company for production, internal and foreign trade of MONA d.o.o. Belgrade (Mona company – Seller). The general terms of businesses of the Internet Store are determined by areas that you can access by clicking on the desired area, all in accordance with the Customer Protection Law  and the International Code of Electronic Commerce.

The general terms of business define the activity of the Mona online store, the rights of users and the business relationship between the seller and the customer.

An Mona online store is an information system designed to present and sell products to customers. It is managed by the Company for production, internal and foreign trade of MONA d.o.o. Belgrade. The user is the person who uses the specified system or customer in the Mona online store.


By registering on this site, you automatically accept its terms. The form you fill in when registering, its necessary to fill out only once, because every next time it's enough to just log into your account.

As a registered member, you have the ability to sign out from our system, which means that your data will be deleted from our database.


The seller is obliged to deliver the purchased goods by sending goods through the courier service, whereby the cost of delivery is borne by the customer in the amount indicated on the valid courier service price list at the time of the order.

Delivery time runs from the first following business day after the customer has ordered an item. For goods purchased through an online store, the delivery time is up to 5 (five) business days.

Delivery does not take place on Sundays and public holidays.

Delivery is done exclusively on the territory of the Republic of Serbia, without delivery to the territory of the AP Kosovo and Metohija.

Method of payment

The customer can pay the goods directly to the courier or via the Internet by VISA, Maestro, Amex or MasterCard payment cards that support payment via the Internet (for the payment of a card, a previous registration is required).

When entering payment card information, confidential information is transmitted through a public network in a protected (encrypted) form using the SSL protocol and PKI system, as the current state of the art cryptography technology.

The security of data during the purchase is guaranteed by the processor of payment cards, Banca Intesa a.d. Beograd, so the entire collection process is carried out on the bank's pages.

The information about payment card information is not available to our system, not a single moment

* Entry and checking data is performed exclusively between the card user and the Intesa bank, and the Internet seller does not have access to the information exchanged.

All payments will be made in dinars (RSD). If is paid by foreign issuer's payment cards, the dinar amount of the transaction will be enclosed in the settlement currency of the Bank (EUR) according to the exchange rate of the National Bank of Serbia. When mortgaged your payment card, the already converted amount will be converted to your local currency, according to the rate applied by payment card operators.

Prices in Mona online store

All prices are published in RSD with VAT included. The seller reserves the right to change the prices without prior notice, unless otherwise stated (in the case of special discounts). Prices current at the time of order creation have effect and validity for the next period.

Right of Withdrawal

The consumer has the right to disclaim  a distance contract within 14 days from the moment when the goods arrive in the consumer's possession or the third party designated by the consumer, and which is not the carrier, without specifying the reasons and additional costs ( the withdrawal from contracts).

The consumer is entitled to withdraw from the contract with a statement that can be given on a separate form for the cancellation of a distance contract, that is, outside the premises or in an otherwise definitely manner (hereinafter referred to as the withdrawal form).

A declaration of withdrawal from a contract with the distance contract shall be considered timely if it is sent to the seller within the deadline referred to in paragraph 1 of this Article.

A declaration of withdrawal from a contract shall produce a legal effect from the date on which it was sent to the seller.

The customer is obligated to proof that he has acted in accordance with the provisions of this article, in order to has his right to withdrawal from the contract.

The customer is solely responsible for the reduced value of the goods he returns, which occurs as a result of handling goods in a way that is not adequate, that is, exceeds what is necessary to determine the nature, characteristics and functionality of the goods.

Customer service - reclamation

Remarks and complaints

Complaints and remarks users may declare:

1. by sending the email to the address,

2. on the phone number 011 / 2633 620 in the period from 09-17h every working day (for items bought at retail facilities)

3. on the number 011 / 3284-396 in the period from 08: 30-17h every working day (for items purchased at the online store)

4. regular mail to the address - MONA d.o.o. Belgrade, Cara Urosa 62-64, 11000 Belgrade (with the inscription "For MONA Internet Store")

Within one business day, the seller will confirm that the complaint has been received.  Within 8 days from the date of receipt of the complaint, the seller will inform the consumer (in writing or by electronic means) if complaint about purchased product is accepted or not, as well as about the possible way of resolving the complaint in accordance with the Law on Customer Protection (money refund, appropriate price reduction, replacement or repair of the item). The complaint will be resolved within 15 days from the date of receipt of the complaint.

Final regulations

Seller reserves the right to change these terms without first informing its customers. Every customer,  when ordering a product, can check current conditions.