Complaints and Refunds

1. How to file a complaint

You can file a complaint immediately upon receiving your order, in one of the following ways:

• by phone, on the number listed in the Contact section;
• by email, at the address listed on the site;
• in person, at the registered address: Maksima Gorkog 1a, Novi Sad.

When filing a complaint, please provide your order details and describe the issue; include a photo if possible. The seller issues a confirmation of receipt of the complaint.

2. Response deadlines

We respond to a received complaint without delay and no later than 8 days from the date of receipt. In our response we state our position and propose how to resolve it.

We resolve the complaint as soon as possible and no later than 15 days from the date it is filed, except in cases provided for by law.

3. Refunds

If a complaint is justified, in agreement with the consumer we offer a replacement, re-delivery or a refund of the amount paid:

• For orders paid by payment card, refunds are made exclusively to the same account/card used for payment (in line with card scheme and AllSecure processor rules). A cash refund is not possible in that case.
• For orders paid in cash, refunds are made in a manner agreed with the consumer.

The time until the refund appears on the account depends on the card-issuing bank.

Filing a complaint and receiving a refund are free of charge for the consumer. In case of a justified complaint due to non-conformity, the seller bears the cost of collecting and re-delivering the product.

4. Right of withdrawal

Food and drink are perishable goods prepared to order, so under the Consumer Protection Act there is no right to unilaterally withdraw from the contract within 14 days. This does not affect your rights in case of a product defect (non-conformity).

5. Non-conformity and defects

If a delivered product differs from what was ordered, has a quality defect, or the order is incomplete, you have the right to complain. In justified cases we provide a replacement, additional delivery or a refund.

6. Out-of-court dispute resolution

A consumer dispute may also be resolved out of court. The competent body and the procedure for out-of-court resolution of consumer disputes are prescribed by the Consumer Protection Act, and information is available from the ministry responsible for consumer protection.

7. Seller details

Nađa Jovović PR ugostiteljska radnja Sushi Fresh Novi Sad, Maksima Gorkog 1a, 21000 Novi Sad, Serbia. Tax ID (PIB): 111237814. Registration number: 65278278.