Complaints and returns

This is a translation for your convenience. In case of a dispute, the Serbian version applies.

Complaints

You can make a complaint if the package arrived damaged, if the wrong product or quantity arrived, or if a product has a defect, for example damaged packaging or a best-before date that has passed.

How to make one: write to contact@powernutz.rs or call +381 64 284 5711. You can also send your complaint by post to Srpskog Sovjeta 10, 11300 Smederevo, Srbija. Include:

• the order number (it's in the confirmation email) or the receipt,
• what's wrong, ideally with a photo of the product and the packaging,
• what you're asking for: a replacement, a price reduction or a refund.

Deadlines: we confirm by email without delay that we've received your complaint and send you the number it's registered under in our records. We send a reply with a proposed solution within 8 days of receiving it, and we resolve the complaint within 15 days of the day it was made. We keep our records of complaints for two years.

What you can ask for: a replacement, a price reduction or termination of the contract with a refund. If the wrong product arrived, we send the one you ordered or refund the full amount. For a justified complaint, we cover all shipping and replacement costs, and you send the product back to us by courier at our expense. You don't need the original packaging to make a complaint.

Your consumer rights for goods that don't conform to the contract apply within the periods set by the Law on Consumer Protection. With food, it's important to report a defect as soon as possible and, until then, to store the product as the label says.

Withdrawing from a purchase within 14 days

If you bought as a consumer, you can withdraw from the purchase within 14 days of the day you received the package, without giving a reason. All you need to do is send us a withdrawal statement within that period to contact@powernutz.rs or by post. The statement takes effect on the day you sent it.

• Only unopened and undamaged packs can be returned, together with the receipt or the order number. Opened pouches can't be returned, for health and hygiene reasons.
• Send the products to Srpskog Sovjeta 10, 11300 Smederevo, Srbija no later than 14 days after the day you sent the statement. You pay the cost of sending them back.
• We refund the money no later than 14 days after receiving the statement, only by transfer to a bank account in dinars (RSD) that you give us. Sending cash by courier isn't possible. We refund the price of the products and the cost of the original delivery. We may hold back the refund until the returned products arrive or until you send proof that you sent them.

Withdrawal statement form

You can copy this text into an email and fill it in:

To: PowerNutz d.o.o. Smederevo, Srpskog Sovjeta 10, 11300 Smederevo, Srbija, contact@powernutz.rs.
I hereby give notice that I am withdrawing from the contract for the sale of the following goods: ____________________.
Order number: ____________. Date the goods were received: ____________.
Consumer's full name: ____________________.
Consumer's address: ____________________.
Bank account number for the refund: ____________________.
Date: ____________.

If we don't agree

If you're not happy with how your complaint was resolved, you can turn to a consumer protection association or start out-of-court consumer dispute resolution before a body on the list of the ministry responsible for trade.