Refund Policy
In accordance with the Consumer Protection Act of the Republic of Serbia (\"Official Gazette of RS\", no. 62/2014, 6/2016 and 44/2018), La Casa NYSA provides consumers with clearly defined rights regarding contract withdrawal and refunds for goods purchased through our online store.
Right to Withdraw from Contract
Consumers have the right to withdraw from a distance contract within 14 days from the date of receipt of goods, without stating a reason, in accordance with Article 28 of the Consumer Protection Act.
Upon withdrawal from the contract, the consumer bears only the costs of returning the goods, unless otherwise agreed.
Exceptions to the Right of Withdrawal
In accordance with Article 37, paragraph 1, point 5 of the Consumer Protection Act, the right of withdrawal from the contract does not apply to the delivery of sealed goods which are not suitable for return due to health protection or hygiene reasons, if the protective packaging has been removed or damaged after delivery.
La Casa NYSA products fall into this category.
Cleaning tablets are packaged in individual hermetically sealed sachets, whose purpose is to preserve the product's properties, stability and safety of use.
Opening or damaging the hermetically sealed sachet is considered removal of the protective packaging, and for hygiene and health reasons, it is not possible to issue a refund for such products.
Refunds are only possible for products whose sachets are unopened and undamaged, as well as for the original outer packaging that is not damaged.
Procedure for Exercising the Right of Withdrawal
1. Notice of Withdrawal
The consumer is required to notify us within 14 days of the decision to withdraw from the purchase via email:
The notification should contain:
- •consumer's first and last name
- •order number
- •clear statement of withdrawal from the contract
2. Returning the Goods
After sending the notification, the product must be returned:
- •no later than 14 days,
- •in unopened and undamaged condition,
- •in original packaging.
The consumer bears the cost of returning the goods.
The return address will be provided in the reply message.
Refund Process
After receiving the returned goods and confirming that the packaging is unopened and undamaged, we will issue a refund of the paid amount:
- •without undue delay,
- •and no later than 14 days (Article 34, paragraph 1).
The refund will be made using the same payment method that the consumer used during purchase, unless the consumer expressly agrees to a different refund method, at no additional cost to the consumer.
Withdrawal from purchase applies exclusively to unopened products. For hygiene reasons, it is not possible to issue a refund for products whose protective packaging has been opened or damaged.
Consumer Responsibility for Diminished Value of Goods
The consumer is responsible for any diminished value of the goods resulting from handling the product in a manner that is not necessary to establish its nature, characteristics and functionality, in accordance with Article 34, paragraph 2 of the Consumer Protection Act.
In other words, the product may only be inspected to the extent necessary to determine what kind of product it is, but not used or the protective packaging opened.
Final Note
Cleaning tablets are packaged in individual hermetically sealed sachets that preserve their properties and safety of use.
Opening or damaging the hermetically sealed sachet is considered removal of the protective packaging. For health protection and hygiene reasons, we do not accept returns of products whose inner protective packaging has been opened or damaged.
If you have additional questions regarding refunds, feel free to contact us via email: