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Naša kuća

Returns and complaints

Products at Naša Kuća are sold by local shops; the seller is the shop shown with the product and on the order confirmation. Send return requests and complaints to Naša Kuća: we forward them to the shop and follow them until they are resolved. Contact us at info@nasakuca.org or on +387 61 924 848, on working days from 09:00 to 17:00, and include your order or parcel number.

Withdrawing from a purchase

You can withdraw from a purchase without giving a reason within 15 days of the day you received the product. If you ordered from several shops, you can withdraw from the whole order or only from a single parcel or product.

  1. Contact us by email or phone with your order number and the product you are returning.
  2. Send the product back unused and well packed, no later than 15 days after you told us you are withdrawing. We will give you the shop's return address in our reply.
  3. The seller refunds you no later than 15 days from the day we receive your notice of withdrawal, by bank transfer to the account you give us (payment is cash on delivery, so there is no card to refund). You get back the price of the product and, if you withdraw from a whole parcel, the delivery fee paid for that parcel.

You pay the cost of sending the product back, except when it is damaged, defective or the wrong item was sent.

What cannot be returned

For hygiene reasons and because of the nature of the products, we do not accept returns of:

  • food and cosmetics once the packaging has been opened,
  • products made to your order or personalised to your wishes,
  • products that have been used or damaged by you after receipt.

Handmade products that were not made to order can be returned like any other.

Damage in transit

Please check each parcel on receipt. If it is damaged, take a photo and contact us the same day; the shop will replace the product or refund you, at no cost to you.

Complaint about a defective product

If a product is defective or does not match its description, contact us as soon as you notice, with your order number and photos. Complaints are answered within 8 days. The seller is responsible for defects: a defective product is replaced, repaired or refunded, and in that case you do not pay the return shipping.

These rules do not limit your statutory rights as a consumer.