Complaints, order cancellation, and consumer protection

How sales work on our site

PLEASE READ THE CONSUMER PROTECTION LAW BEFORE PURCHASE (this is not mandatory, just a recommendation)

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Order cancellation

The customer can cancel any shipment without additional costs if the goods have not been dispatched. If you received the shipment, you have the right to withdraw from the purchase contract only if the goods are unopened and unconsumed (for supplements). In that case, the customer bears return shipping costs, and we refund the paid amount within 8 days from receipt. Please return the invoice included in the package and a completed return form with your signature.

If there is visible damage on the package at delivery, the customer must inspect the product and, if damaged, call the courier or us at +381642520193, +381643436622 so the courier can create a report and take the damaged product.

If you opened the product and it has a defect or is not the product you ordered, call us and we will pick up the defective item at our cost and send a replacement as soon as possible.

The customer can submit a written complaint using the complaint form available here.

Withdrawal from purchase

If you wish to withdraw from the purchase, download the document Withdrawal from purchase available here, or send a free-form letter with the required data, together with a copy of the receipt.

The customer has the right to withdraw within 14 days from purchase. Opened supplements are not eligible for withdrawal if they are within shelf-life and intact.

Information duties for distance and off-premises contracts

CONSUMER PROTECTION LAW (details at the link)

Article 26
Before concluding a distance or off-premises contract, the trader must clearly inform the consumer about:

1. the business address (if different from registered address), fax and email where complaints can be submitted;
2. the total price and how it is calculated for open-ended contracts or subscriptions;
3. the cost of using distance communication tools if it differs from the basic tariff;
4. the conditions, deadline, and procedure for withdrawal from the contract;
5. the obligation to pay reasonable return costs as specified by law;
6. cases where the right of withdrawal does not apply;
7. the contractual relationship with the postal operator through which goods can be returned at the trader's expense in case of non-conformity.

Depending on the specific case and type of goods, the trader must also inform the consumer about:

1. the consumer's duty to bear return shipping costs in case of withdrawal;
2. applicable codes of good practice and how to access them;
3. the minimum duration of consumer obligations;
4. deposit requirements or other financial guarantees if requested;
5. the possibility of out-of-court dispute resolution.

These provisions also apply to contracts for supplying water, gas, or electricity when not offered in limited quantities, and to the supply of heat or digital content not delivered on a durable medium.

• For public auctions, trader details may be replaced with auctioneer details.
• Information from items 4 and 5 may be provided via the withdrawal form.
• If the trader fails to inform about additional costs, the consumer is not obligated to pay them.
• Information must be provided in Serbian language.
• This information is an integral part of the contract.
• The burden of proof for these obligations lies with the trader.

Exceptions to the right of withdrawal

Article 37
The consumer has no right to withdraw in case of:

1. services fully performed after explicit prior consent and acknowledgment of loss of withdrawal right;
2. goods/services whose price depends on financial market fluctuations;
3. goods made to the consumer's specifications or clearly personalized;
4. goods that deteriorate quickly or have a short shelf-life;
5. sealed goods unfit for return for health or hygiene reasons once unsealed;
6. goods that become inseparably mixed with other goods after delivery.

Upon receiving a complaint, FITLAB must respond without delay, and no later than 8 days from the date of receipt, in writing or electronically.

The response contains a decision on acceptance, a statement on the consumer's request, and a specific proposal with a resolution deadline.

If there are objective reasons for delay, we will provide a new deadline and notify the consumer. We will first attempt to remedy the defect; if not possible, we will replace the product. If you are still not satisfied, we will refund you.

The consumer has no right to complain if the defect was caused by their own fault.

WE EMPHASIZE THAT ALL OUR PRODUCTS ARE REGISTERED WITH THE MINISTRY OF HEALTH AND HAVE A SERBIAN-LANGUAGE DECLARATION WITH RECOMMENDED USE, WHICH MAY DIFFER FROM ORIGINAL DOSING ON SOME PRODUCTS, AND EACH DECLARATION CONTAINS THE REGISTRATION NUMBER OF THE MINISTRY OF HEALTH OF THE REPUBLIC OF SERBIA..

CODE OF BUSINESS ETHICS - Principles and rules

Article 2
Observance of business ethics principles includes, but is not limited to:

1. professional performance of business activities;
2. conscientious and complete fulfillment of obligations and responsibilities;
3. business conduct that does not harm professional reputation;
4. using permitted means to achieve business goals;
5. compliance with regulations on incompatible activities;
6. keeping business secrets;
7. avoiding conflicts between personal and company interests;
8. activities that do not harm shareholders or partners;
9. activities that increase company value;
10. refraining from political influence or pressure for business goals;
11. good-faith cooperation with other businesses;
12. resolving disputes through negotiation/mediation to preserve relationships;
13. respecting intellectual property rights;
14. compliance with environmental protection regulations;
15. upholding business ethics and contributing to moral conduct.

LAW ON TRADE (details at the link)

DECLARATION

Article 34

Retail goods must have a declaration with data on name and type, model/type, quantity, manufacturer (or importer and country of origin for imports). The manufacturer/importer must provide accurate declaration data. Declaration data may not be altered or removed and must be displayed visibly:

1) on the product or its packaging (tag, label, hanger, wrap, etc.);
2) directly next to the product at the point of sale;
3) in a catalog or other free material available at the point of sale.

In distance selling, declaration data must be available to the consumer before purchase in a clear and readable manner in Serbian (Cyrillic or Latin script). For EU-made goods, the country of origin may be stated as the EU. Goods must also be labeled with a machine readable code (GTIN, QR, etc.). Declarations may include foreign languages and symbols.