If you are not satisfied with the product purchased in our online shop, we will resolve your complaint as soon as possible. If you find that the product you have purchased is defective or you are dissatisfied with it, please contact us as follows:

Send us information with the order number or your username and description of the complaint by e-mail to: office@knjaznatura.co.rs, by phone to 0800 000 008 or via the contact form on the webshop.

Based on your description of the complaint, we will answer you with information about:

  • whether the product can be replaced with a new one,
  • whether it is possible to return money for the product,
  • whether a different solution can be found.

 The customer has the right to return the goods in the following cases:

  • If goods that have not been ordered have been delivered to him/her.
  • If the price of the goods does not correspond to the order and he/she does not agree with that.
  • If the expired goods have been delivered to him/her.
  • If goods with a defect or damage have been delivered to him/her.
  • If not all goods paid for online have been delivered to him/her.


When collecting the ordered goods, the customer is obliged to check for any damage and immediately make a complaint to the worker who delivered the goods or to refuse to take over the delivered goods on which external damage is visible. The customer checks the correctness of the order. Please compare the received items with the invoice and your purchase order. If something is missing or you do not agree with something, immediately inform the supplier so that all possible corrections that can be made on the spot (including refunds in defined cases) are made immediately. In case of subsequently established discrepancies, please submit them by e-mail, phone or via the contact form on the website within 24 hours of receiving the goods, because subsequent complaints are not accepted.

In cases when the product can be replaced with a new one and when the product can be refunded, we send a courier service to your address, who picks up the returned product and returns it to our warehouse. When the product arrives back, we will send you a refund notification or a replacement product. A refund or replacement for a new product will be made within 15 days. Otherwise, contact us by phone or e-mail.


Complaints of damage in transport

It is very important to immediately report to the courier who delivers the goods all damage in transport, visible on the product packaging. The customer is obliged to report any damage during transport within 24 hours of receiving the goods.

If you notice such damage, do not sign the receipt of the shipment or ask the courier to wait until you check whether the damage to the packaging caused damage to the product itself or loss of parts. If the product is not damaged and all parts are numbered, sign the receipt of the shipment.

Complaints about data or wrong type of goods

If you have received the shipment (goods) and after opening the box find that the delivered goods do not match the ordered or invoice data is not appropriate, please contact us no later than 24 hours from receipt of the shipment (goods), call 0800 000 008 or send an e-mail with your data (name, surname, telephone) to the e-mail office@knjaznatura.co.rs and describe what problem you have. Or download the complaint form from the link at the end of this text, fill it out and send it with the goods to our address.


We will respond to the consumer's complaint as soon as possible electronically (e-mail) by confirming receipt of the complaint and informing you about the number under which your complaint is registered in the records of received complaints and inform you of further action. The deadline for responding to the complaint is 8 days and for resolving the complaint it is 15 days from the moment of reporting it. Download the complaint sheet HERE.