Returns & Refunds

Right to File a Complaint

In accordance with the Consumer Protection Act of the Republic of Serbia, the customer has the right to file a complaint regarding a purchased product.

How to File a Complaint

You can file a complaint in one of the following ways:

Email: support@naturia.world Phone: +381 60 018 0188 / +381 60 018 0189 By post to the address: NATURIA WEBSHOP - FURNMASTER DOO, Trg Slavija - Nemanjina 46A, 11000 Belgrade, Serbia

Deadlines

The seller is obliged to respond to a complaint within 8 days of receiving it. The complaint is resolved within 15 days from the date of submission. For products classified as furniture, appliances, and similar durable goods, the deadline for resolving a complaint is 30 days from the date of submission.

Right of Withdrawal

The customer has the right to withdraw from a distance contract within 14 days of receiving the goods, without stating a reason. The goods must be returned unused and in their original packaging. The cost of return is borne by the customer, except in the case of faulty or incorrectly delivered goods.

Exceptions to the Right of Withdrawal

The right of withdrawal does not apply in the following cases:

Made-to-order products — mattresses, pillows, mattress toppers, and other products made according to the customer's specific requirements (dimensions, materials, covers) Hygiene reasons — products that have been unpacked after delivery and cannot be returned for hygiene reasons (pillows, mattress toppers, bedding) Medical and orthopedic products — if used or unpacked Products damaged through the customer's fault — improper handling, storage, or maintenance

If in doubt, we recommend contacting us before opening the packaging.