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Naipo Serbia Official distributor for Serbia
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Returns and complaints

Withdrawal from a purchase within 14 days, refunds and the complaints procedure.

This page sets out the rules for withdrawing from a purchase, returning goods and making complaints about products bought on the Naipo Serbia site. The seller is PORTATIVE TRADE DOO, Jurija Gagarina 151a, TC Piramida, shop 95, 11070 Novi Beograd, PIB 112236624, registration number 21632481. All rules comply with the Consumer Protection Act of the Republic of Serbia.

Withdrawal from a purchase within 14 days

When you buy through the site, as a consumer you have the right to withdraw from the contract within 14 days, without giving a reason and without additional costs, except the cost of returning the goods. The period starts on the day you, or a person you have designated, received the product.

How to withdraw

  1. Within 14 days, send us a withdrawal statement by email to sales@naipocare.rs or by post to the shop address. You can use the form at the bottom of this page, but it is not mandatory. Any clear statement that you are withdrawing from the purchase is sufficient.
  2. We will send you confirmation of receipt of the statement by email without delay.
  3. Return the product no later than 14 days from the day you sent us the statement. You can send the product by courier or bring it in person to the shop in TC Piramida.

Condition of the returned product

Naipo devices are personal care products that come into direct contact with the body. For health protection and hygiene reasons, the right of withdrawal does not apply if the sealed packaging has been opened and the product used after delivery.

The product must be returned undamaged, with all parts, accessories, the manual and the warranty card, in its original packaging. You may inspect the product in the same way as you would in a shop. If the value of the product is reduced as a result of handling beyond what is necessary to establish its nature and functionality, you are liable for that reduction.

Costs and refunds

  • You bear the cost of sending the product back, unless we sent you the wrong or a faulty product.
  • We refund the money without delay, and no later than 14 days from receiving your withdrawal statement. We refund the price of the product and the standard delivery cost you paid.
  • We may withhold the refund until we have received the product, or until you provide proof that you have sent it.
  • We refund the money using the same method you used to pay. If you paid cash on delivery, we transfer the money to the current account you specify in the statement.

Complaints

The seller is liable for any non-conformity of the goods with the contract, that is, for faults and defects in the product, for two years from the day the product was handed over to the consumer. All Naipo devices also come with a 24-month warranty. Details of what the warranty covers are on the page warranty and service.

How to file a complaint

  1. Contact us by phone on 063 397721, by email at sales@naipocare.rs or in person at the shop. Describe the defect and, if you can, send a photo or video.
  2. Enclose the receipt or other proof of purchase with your complaint, for example a payment statement. For repairs during the warranty period, also enclose the warranty card.
  3. You bring the product to the shop or, by arrangement, we send a courier to collect it. If the complaint is justified, we cover the transport costs.

Deadlines

  • We respond to complaints without delay, and no later than 8 days from receipt, in writing or by email. In our reply we state whether we accept the complaint, how we propose to resolve it and within what timeframe.
  • We resolve complaints no later than 15 days, or 30 days for technical goods, from the date of submission. The deadline can be extended only once, with your consent and an explanation of the reasons.
  • Every complaint is entered in the register of received complaints, and you receive a confirmation of receipt with its reference number.

How complaints are resolved

If the product does not conform to the contract, you have the right to choose between having the defect remedied (repair) and having the product replaced. If this is not possible or is not completed within a reasonable time, you are entitled to an appropriate price reduction or to terminate the contract and receive a refund.

We arrange the repair or replacement ourselves, through our shop. The warranty period is extended for the duration of the repair.

When a complaint is not justified

A claim is not accepted for damage caused by improper use, a fall or impact, liquid ingress, opening the device yourself, or natural wear of parts with a limited service life. If the product was sent for repair and no defect was found, or the defect is not covered by the warranty, we will inform you in writing, with an explanation.

Wrong or damaged shipment

When receiving the shipment, check whether the parcel is damaged. If it is, make a report with the courier or refuse delivery. If you received the wrong product or a product damaged in transit, contact us within 48 hours of receipt, with a photo of the parcel and the product. We will send a replacement at our expense.

Dispute resolution

We always try to resolve any misunderstanding by agreement. If that is not possible, you can start out-of-court consumer dispute resolution before a body on the list kept by the ministry responsible for consumer protection. Participation in this procedure is mandatory for the seller and free of charge for the consumer. You can also contact consumer protection associations or the competent court.

Contract withdrawal form

Complete and send this form only if you wish to withdraw from the contract.

To: PORTATIVE TRADE DOO, Jurija Gagarina 151a, TC Piramida, shop 95, 11070 Novi Beograd, email: sales@naipocare.rs

I hereby give notice that I withdraw from the contract of sale of the following goods:

  • Product name and code: ______________________________
  • Order or receipt number: ______________________________
  • Order date: ____________ Date goods received: ____________
  • Consumer's name and surname: ______________________________
  • Consumer's address: ______________________________
  • Current account for the refund (if paid cash on delivery): ______________________________
  • Date: ____________ Signature (if the form is sent on paper): ____________

Contact

Shop: Jurija Gagarina 151a, TC Piramida, shop 95, 11070 Novi Beograd. Working days 9 am to 6 pm. Sales phone 063 397721, email sales@naipocare.rs.

These rules are effective from 15.09.2026.

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