Complaints

The consumer may file a complaint to exercise their rights based on the non-conformity of the goods with the contract, in accordance with the provisions of Articles 55 and 56 of the Consumer Protection Act of the Republic of Serbia ("Official Gazette of RS", no. 35/2026), as well as due to an incorrectly calculated price and other shortcomings.

A complaint can be submitted:

• by email to reklamacije@itsnatura.com;
• by mail to: International Trade System (ITS) doo, Viline vode bb, 11000 Belgrade.

Together with the complaint, it is necessary to attach an invoice or other proof of purchase (a copy of the invoice, fiscal receipt, slip or other proof by which it can be established that the purchase was made from the Seller), as well as to state the proposal for resolving the complaint.

The Seller is obliged to keep records of received complaints and to keep them for at least two years from the date of submission of consumer complaints, and to act in accordance with the regulations governing the protection of personal data.

The Seller is obliged to confirm the receipt of the complaint to the consumer without delay by electronic means, i.e. to state the number under which the complaint is recorded in the register of received complaints.

The Seller is obliged, without delay and no later than within 8 days from the day of receipt of the complaint, to respond to the consumer's complaint in writing or electronically. The seller's response to the consumer's complaint must contain the decision on whether it accepts the complaint, an explanation if it does not accept the complaint, a statement on the consumer's request regarding the method of resolution and a concrete proposal within what period and how it will resolve the complaint if it accepts it. The deadline for resolving the complaint cannot be longer than 15 days.

The Seller is obliged to act in accordance with the decision and proposal for resolving the complaint, if it has received the prior consent of the consumer. The deadline for resolving the complaint stops when the consumer receives the seller's response and continues to run when the seller receives the consumer's statement. The consumer is obliged to respond to the seller's response no later than within 3 days from the day of receipt of the seller's response. The Seller is obliged to explicitly inform the consumer in the response to the complaint about the obligation to respond, the consequences of missing that deadline and the suspension of deadlines. If the consumer does not respond within the prescribed period, it will be considered that they do not agree with the seller's proposal for resolving the complaint.

If the seller, for objective reasons, is unable to satisfy the consumer's request within the prescribed period, it is obliged to inform the consumer about the extension of the deadline for resolving the complaint and state the period in which it will resolve it, as well as to obtain the consumer's consent, which it is obliged to record in the register of received complaints. Extending the deadline for resolving complaints is possible only once.

If the Seller rejects the complaint, it is obliged to inform the consumer about the possibility of resolving the dispute out of court and about the competent bodies for out-of-court settlement of consumer disputes.

If the complaint is accepted, the Seller will organise the collection of the goods through an authorised courier service at its own expense, unless otherwise agreed with the Consumer. After receiving the goods, the complaint will be resolved in the manner prescribed by the Consumer Protection Act, i.e. by repair, product replacement, an appropriate price reduction or termination of the contract with a refund of the paid amount, depending on the legal conditions and the agreement with the Consumer.

Out-of-court settlement of consumer disputes

If the complaint is rejected or the dispute is not resolved amicably, the Consumer may initiate an out-of-court settlement procedure of a consumer dispute before a body for out-of-court settlement of consumer disputes in accordance with the Consumer Protection Act.

The Seller is obliged to participate in this procedure in the cases and in the manner prescribed by the Consumer Protection Act.

Right of withdrawal from a distance contract

The consumer has the right to withdraw from a distance contract, without giving a reason, within 14 days, in accordance with Article 29 of the Consumer Protection Act of the Republic of Serbia ("Official Gazette of RS", no. 35/2026).

The 14-day period starts to run from the day the goods come into the possession of the consumer or a third party designated by the consumer, other than the carrier, and with the expiry of the said period the consumer's right to withdraw from the contract ceases.

In order to exercise the right of withdrawal, the consumer must submit a withdrawal statement to the Seller before the expiry of the period, by email to reklamacije@itsnatura.com or by using the withdrawal form, downloaded from the link.

Upon receipt of the withdrawal statement, the Seller will promptly confirm receipt of the statement electronically.

The Seller is obliged to refund all payments received from the consumer, including delivery costs, without delay and no later than within 14 days from the day of receipt of the withdrawal statement. The Seller may postpone the refund until it receives the goods back or until the consumer provides proof that the goods were sent, whichever occurs first.

In the case of returning goods and refunding funds to a buyer who previously paid with a card, in whole or in part, and regardless of the reason for the return, International Trade System (ITS) will make the refund exclusively through VISA, EC/MC, Maestro and DINA payment methods, which means that the bank will, at the request of the seller, refund the funds to the card user's account.

If you agree to the use of another means of payment for the refund of the paid amount, you will not bear any costs for such a refund.

We will collect the goods through the courier service with which we have established cooperation. The costs of one return and the sending of replacement products are borne by International Trade System (ITS), while the direct costs of any subsequent returns are borne by the buyer.

The consumer is responsible for any reduction in the value of the goods resulting from handling the goods in a way that is not necessary to establish the nature, characteristics and functionality of the goods.

In accordance with Article 38 of the Consumer Protection Act, the right of withdrawal cannot be exercised in cases prescribed by law, including in particular:

• goods that are subject to deterioration of quality or have a short shelf life;
• sealed goods that are not suitable for return due to health or hygiene reasons, if they were unsealed after delivery;
• goods which, after delivery, are by their nature inseparably mixed with other goods.