Terms and Conditions

Delivery and payment

SYou can pay for your online order using your VISA, MasterCard or Maestro payment card. You need to choose the payment method Visa, Master or Maestro. Payment is not possible in foreign currency.

The customer who uses the online card payment service through our site is obliged to meet the following conditions:
Delivery of goods is possible only to the address specified on the user profile. Only the payment card holder can make the payment.

Conversion statement

All payments will be made in the local currency of the Republic of Serbia - dinar (RSD). The middle exchange rate of the National Bank of Serbia is used for informative presentation of prices in other currencies. The amount for which your payment card will be charged will be expressed in your local currency through conversion into the same at the exchange rate used by card organizations, which cannot be known to us at the time of the transaction. As a result of this conversion, there is a possibility of a slight difference from the original price listed on our site. Thank you for your understanding.

Delivery will be with POST EXPRESS.

Delivery to the address is charged additionally when picking up the goods from the courier service.

Delivery price:

(0-0.5 kg) cena 350 RSD.

(0.5-2 kg) cena 420 RSD.

(2-5 kg) cena 550 RSD.

(5-10 kg) cena 710 RSD.

(10-20 kg) cena 980 RSD.

Nina Natural DOO is in the VAT system.

Complaints and returns

In case of return of goods and return of funds to the customer who previously paid with one of the payment cards, in part or in full, and regardless of the reason for return, Nina Natural D.O.O. is obliged to return only through VISA, MasterCard and Maestro payment methods, which means that the institution will, at the request of the seller, refund the funds to the cardholder's account.
The procedure for resolving the complaint is carried out on the basis of the provisions of the Law on Consumer Protection (“Sl.Glasnik RS” br. 62/2014) as well as the provisions of the Law on Trade (“Sl.Glasnik RS” br. 53/10, 10/2013).

You have the right to replace defective products if it is clearly visible on the product that the error was not caused by improper use but that there was an error in production, packaging or transport. The deadline for responding to the complaint is 8 days from the receipt of the complaint. The deadline for resolving is 15 days from the receipt of the complaint. In that case, the return of goods is done at our expense and the registration goes in three simple steps:

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

2. Be sure to provide the following information:
    -name and surname
    -e-mail address
    -number of invoice or cash invoice that you received with the goods
    -message in which you will describe the reason for the complaint

3. Pack items intended for return adequately to avoid damage during transport.

4. After the damaged goods arrive at our premises and check the justification of the complaint, the correct item will be delivered to your address. If the item is no longer on offer, a refund will be made. Replacement of a damaged item is at the seller's expense and is done through the appropriate courier service. You can leave the goods in person at the Nina Natural D.O.O sales facility

Privacy protection

On behalf of Nina Natural D.O.O, we are committed to protecting the privacy of all our customers. We collect only the necessary, basic data on customers / users and data necessary for business and informing users in accordance with good business practices and in order to provide quality service. We give customers a choice including the ability to decide whether or not they want to be deleted from the mailing lists used for marketing campaigns. All user / customer data is strictly kept and is available only to employees who need this data to do their job. All employees of Nina Natural D.O.O (and business partners) are responsible for respecting the principles of privacy protection.

In the event of change of any personal data (eg. Residence, delivery address) that are recorded during registration, the Buyer is obliged to change the notified Nina Natural D.O.O In the event of change of which was not notified, Nina Natural D.O.O is not responsible for any deficiencies in terms of orders or product delivery.

Protection of confidential and transaction data

When entering payment card data, confidential information is transmitted via the public network in a protected (encrypted) form using SSL protocols and PKI systems, as currently the most modern cryptographic technology.

The security of data during the purchase is guaranteed by the payment card processor, so the complete billing process is performed on the Institutions website. At no time is payment card information available to our system.

Consumer rights and obligations

Notice of consumer rights and needs

The Seller is obliged to acquaint the consumer (buyer) with the basic characteristics of the goods (products) he buys, the price, method of payment, manner and term of delivery and manner of execution of other contractual obligations, the existence and conditions of after-sales services and guarantees, the existence of legal responsibility due to the non-conformity of the goods to the contract, on the manner of filing a complaint, and especially on the place of receipt and the manner of acting on them, as well as the conditions related to the exercise of consumer rights on the basis of conformity. If the delivered goods are not in accordance with the contract, the Consumer, after notifying the Seller of the non-conformity, has the right to request from the Seller to eliminate the non-conformity by replacement, ie to request a corresponding price reduction or to terminate the contract. If the elimination of non-compliance is not possible, the Consumer has the right to request an appropriate price reduction or termination of the contract if.
The consumer may file a complaint in order to exercise his rights due to non-compliance of the goods with the contract and the rights under the guarantee, as well as due to incorrectly calculated price and other defects, as described in the notice of receipt and place of receipt. The Seller is obliged to respond to the Consumer to the stated complaint in writing or electronically without delay, and no later than within eight days from the day of receipt of the complaint. The Seller's response to the complaint must contain a decision on whether to accept the complaint, a statement on the consumer's request and a specific proposal and deadline for resolving the complaint. The deadline cannot be longer than 30 days from the day of submitting the complaint.
The seller is obliged to act in accordance with the decision, proposal and deadline for resolving the complaint, if he has obtained the prior consent of the consumer. Therefore, the consumer will give his consent as soon as possible from the moment of receipt of the Seller's response to the complaint, so that the Seller can resolve the complaint within the above-mentioned legal deadline. Untimely giving of consumer consent will be considered as one of the objective reasons why the Seller is not able to satisfy the consumer's request within the legal deadline.
If the seller for objective reasons is not able to satisfy the consumer's request within the agreed time, he is obliged to inform the consumer about the extension of the deadline for resolving the complaint and state the deadline within which he will resolve it, as well as to obtain his consent. as soon as possible. Extension of the deadline for resolving complaints is possible only once.
Conformity is given exclusively to the correctness of the goods and not to its functionality because it is assumed that the consumer is familiar with the technical characteristics of the product, so conformity refers to the fact that the selected product will meet consumer requirements within the declared technical capabilities prescribed by the manufacturer. Consumers are expected not to expose the purchased product to harmful effects (tobacco smoke, extremely dusty rooms, extremely cold or extremely warm rooms, etc.). All possible irregularities caused by such treatment of goods will be eliminated exclusively at the expense of the consumer.
The right to conformity cannot be exercised if the damage or malfunction of the goods occurred due to transport after delivery, due to force majeure (flood, earthquake, fire, etc.), due to improper use, due to non-compliance with the manufacturer's instructions and recommendations for use of the product. mechanical damage to the product caused by the fault of the consumer or a third party for which the Seller is not responsible, if the product is returned without a fiscal invoice or other evidence that it was purchased from the Seller. When taking over the purchased product, the consumer is obliged to establish the completeness and physical integrity of the product he is taking over.
Subsequent complaints regarding completeness and physical integrity will not be accepted.
All additional information the consumer can get by calling 011/7436-655 every working day from 09h to 17h or by sending a message to: nina2natural@gmail.com