Terms of Use

Welcome to our online store! Please read these Terms of Use carefully before making a purchase on our site. By using our online store, you agree to the terms outlined here.

1. Shipping and Payment

All online orders can be paid for with cash on delivery. Payment by card is currently unavailable.

Delivery is available only within the Republic of Serbia and is handled by the POST EXPRESS courier service to the address you provided when creating your account and placing your order. Please ensure your information is accurate to ensure proper delivery.

Delivery Price

The delivery cost will be added to the total amount of your order, and payment is made to the courier upon receiving the goods (cash on delivery).

2. Currency Conversion Statement

All prices on the site are displayed in Serbian dinars (RSD). If a price is displayed in another currency, it is for information only, with conversion based on the National Bank of Serbia’s exchange rate on the transaction date. The final amount charged to customers is calculated based on the courier service’s currency conversion at the time of delivery.

3. Complaints and Returns

Complaint handling is conducted per the Consumer Protection Act (Official Gazette of RS No. 62/2014) and the Trade Act (Official Gazette of RS No. 53/10, 10/2013).

You are entitled to a replacement if the product is defective and the fault is not due to improper use but arises from manufacturing, packaging, or transport errors. The response time for a complaint is eight days from receipt, with a resolution period of 15 days from receipt.

Returns are handled at our expense through these steps:

  1. Send your request to our operator at nina2natural@gmail.com, including:

Be sure to provide the following information:

  • Your name and surname
  • Email address
  • Invoice or receipt number
  • A message describing the reason for the complaint
  1. Pack items securely to prevent damage in transit.
  2. Upon arrival at our facility and verification of the claim’s validity, the correct item will be sent to your address.
  3. If the item is no longer in stock, a refund will be issued. Damaged items are replaced at the seller’s expense via the appropriate courier service.
  4. Goods can also be returned in person in Belgrade by contacting our team at 011/7436-655 on weekdays from 9 a.m. to 6 p.m. or emailing nina2natural@gmail.com.

4. Privacy Protection

On behalf of Nina Natural DOO, we commit to protecting the privacy of all our customers.

We collect only the necessary information to fulfill orders and inform customers about new products and services. Customers can unsubscribe from the mailing list at any time by clicking the link in each marketing message or by sending a request to nina2natural@gmail.com.

All customer data is strictly protected and accessible only to employees responsible for processing orders.

5. Consumer Rights and Obligations

Consumers are entitled to information on all key aspects before purchasing, including:

  • Product features
  • Price and payment terms
  • Delivery method and time
  • Warranty and after-sales terms

If the product is not as per the contract, the consumer can request a replacement, a price reduction, or contract termination per the law.

6. Confidential Transaction Data Protection

For any payment, we do not collect transaction data as we no longer support online card payments. The security of data for cash-on-delivery purchases is ensured by the courier service.

7. Contact Information

For further inquiries or requests, please contact us by phone at 011/7436-655 on weekdays from 9 a.m. to 6 p.m. or by email at nina2natural@gmail.com.

8. Consumer Rights and Obligations

  1. The seller is obliged to inform the consumer about the basic characteristics of the purchased goods (product), the price, payment method, delivery method, delivery time, warranty conditions, and compliance with post-sales services and obligations.
    If the delivered goods do not meet the contract terms, the consumer can request correction through replacement, a price reduction, or contract termination. If correction is impossible, the consumer can request a price reduction or contract termination.
    The consumer can submit a complaint to exercise their rights due to non-compliance, warranty claims, or other defects per the instructions provided. The seller must respond to the complaint in writing or electronically within eight days of receipt, including a decision on the complaint, a response to the consumer’s request, a specific proposal, and a resolution timeline, which cannot exceed 30 days.
    If the seller, for objective reasons, cannot fulfill the consumer’s request within the agreed time, they must inform the consumer of the delay and request consent to extend the resolution period. The extension can be granted only once.

    • Product Compliance
      Compliance applies only to product correctness, not functionality, as the consumer is assumed to be aware of the product’s technical specifications. Compliance ensures the product meets consumer expectations within the manufacturer’s declared technical capabilities.
      Consumers are expected not to expose the product to harmful conditions (e.g., smoke, excessive dust, extremely cold or hot environments, etc.). Any damage caused by such treatment will be corrected at the consumer’s expense.

  • Compliance Rights
    Compliance rights cannot be exercised if the product was damaged or malfunctioned due to post-delivery transport, force majeure (such as floods, earthquakes, fires, etc.), improper use, failure to follow the manufacturer’s instructions and recommendations, mechanical damage caused by the consumer or third parties for whom the seller is not responsible, or if the product is returned without a receipt or proof of purchase from the seller.

  • Product Inspection Upon Receipt
    Consumers are obliged to check the completeness and physical integrity of the product upon receipt. Subsequent complaints regarding completeness and physical integrity will not be accepted.

For additional information, consumers can contact us by calling 011/7436-655 on weekdays from 9 a.m. to 6 p.m. or by sending an email to nina2natural@gmail.com.