Shipping and payment

Shipping

The Seller undertakes to deliver to the Buyer a product that matches the description, characteristics and quantity stated on the Website, in the manufacturer's original packaging, with a valid expiry date.

Ordered products are packed in a way that ensures their protection during usual transport and handling.

When taking delivery of a shipment, we recommend that the Buyer checks the external condition of the package in the presence of the courier. If there is visible damage to the packaging or reasons to suspect that the product was damaged during transport, the Buyer may refuse to accept the shipment or request that a report be made with the courier.

Please compare the delivered products (type and quantity) with the invoice, and if the order is incomplete or the wrong product was delivered, inform the courier on the spot. The recipient and the courier record and confirm the shortcomings in writing on the spot.

Please note that checking the correctness of the shipment is the buyer's responsibility and that subsequent complaints regarding the quantity and type of delivered goods and visible shortcomings are not something we are obliged to accept.

Payment methods

The Buyer may make payment in the following ways:

• by Visa, MasterCard, Maestro and Dina cards;
• cash on delivery, in cash to the courier service upon receipt of the shipment.

In the case of card payment, the card will be charged only after we confirm your order and prepare the package for delivery.

Delivery costs amount to 399 RSD.

Card payment is realised in cooperation with the company AllSecure doo and UniCredit Bank Serbia ad, using the certified and secure AllSecure Payment Gateway system.

After the card details are entered and the payment is confirmed, the bank authorises the transaction and the order is approved and enters the further process of preparation for delivery. The amount will be reserved on your card (account) and will not be available for other purposes.

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 after the expiry of the said period the consumer's right to withdraw from the contract ceases.

In order to exercise the right to withdraw from the contract, the consumer must, before the expiry of the period from the previous paragraph, submit a statement of withdrawal to the Seller 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 money 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.

Refunds

In the case of returning goods and refunding funds for orders paid by card, the refund will be made by the same means of payment used for the payment, unless the consumer explicitly agrees to another way of refunding the funds. 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.

Data protection during payment

When entering card data, confidential information is transmitted over the public network in a protected (encrypted) form using the SSL protocol, applying the most modern tokenization methods for sensitive data, and in accordance with PCI-DSS standards. Card data is not available to the Seller and is not stored in its information system.

3D Secure protection for all merchants and buyers – AllSecure Payment Gateway uses the highest global standards of data protection and privacy. All merchants using AllSecure Payment Gateway are automatically included in 3D-Secure protection, guaranteeing buyers the security of their purchase. Buyers' card numbers are not stored on the merchant's system and the entry itself is protected by SSL data encryption.

PCI DSS Standards – AllSecure Payment Gateway constantly aligns with all requirements of card organisations in order to increase the security level of merchants and buyers. Since 2005 and without interruption, the system has been certified as PCI-DSS Level 1, which represents the highest standard in the industry. The PCI Data Security Standard (PCI-DSS) is the norm that defines the necessary security measures for processing, storing and transferring sensitive card data. PCI Standards protect the card user's sensitive data during the entire payment process: from the moment of data entry at the merchant's point of sale, during communication between the merchant and the relevant banks and card organisations, as well as later storage of that data.

Conversion

All payments are made in dinars (RSD).

For payments made with cards issued by foreign banks, the transaction amount in dinars will be converted into the settlement currency according to the exchange rate applied by the National Bank of Serbia, i.e. card organisations and the issuing bank, in accordance with their rules. The final amount charged to the card may differ due to the exchange rate applied by the issuing bank and any fees calculated by that bank.