Returns and Exchanges

At Fresh Line in Bosnia and Herzegovina, customer satisfaction is at the core of our business. We understand that the ordering process may not always go as planned, and it is important for you to know what options are available if you are not satisfied with the purchased product.

Our complaints and returns policy is simple and fair in order to ensure a positive experience with our products even in unforeseen situations.

1. Return Procedure

In accordance with the Consumer Protection Law of Bosnia and Herzegovina (Official Gazette of BiH No. 25/06), purchases made through the Freshline online store in Bosnia and Herzegovina are considered distance selling.

A customer who purchases a product as a natural person for personal use has the right to withdraw from the purchase within 7 days from the date of receiving the product. The customer may, but is not obliged to, state the reason for the return.

2. How to Submit a Return Request

Customers can initiate a return process by sending a request to the email: podrskakorisnicima@freshline.ba

The request must include:

• items you wish to return
• reason for return and additional notes
• bank account number for refund if you made cash payment. Not required for card payments.

After receiving the request, the Freshline Bosnia and Herzegovina team will review it and inform the customer about the status via email.

3. Conditions for Returning Products

In case of withdrawal from the purchase, the customer has the right to a product exchange or a refund.

The product must be sent back no later than 10 days from the date of submitting the return request.

For a return to be accepted, the product must be:

• unused
• undamaged
• in original packaging
• accompanied by a fiscal receipt

Upon receipt, the product condition will be inspected. If it is determined that the product is damaged due to improper handling, the company may refuse the return.

4. Refund

Refunds are issued after the product has been received and inspected. Fresh Line Bosnia and Herzegovina undertakes to process the refund no later than 15 days from the receipt of the request and the returned product.

Refunds are made using the same payment method used for the purchase.

a) Cash on Delivery Payment

If the order was paid in cash upon delivery, the refund will be made via bank transfer to the customer’s account.

The customer must provide the following information:

• account holder’s full name
• bank name
• account number or IBAN

Cash refunds are not possible.

b) Card Payment

In case of card payment, the refund is processed through the card system, i.e. the bank will return the funds to the customer’s card account.

5. Products That Cannot Be Returned

For hygiene reasons, returns or exchanges are not possible for:

• cosmetic products with removed protective packaging
• products without original labeling
• used items

6. Complaints

If the product has a defect or does not match the description, the customer may submit a complaint via email to customer support.

The complaint must include:

• full name
• contact phone number
• description of the issue

If the customer receives an incorrect product or if the invoice details are incorrect, customer support must be notified within 24 hours of receiving the shipment.

Freshline Bosnia and Herzegovina will respond to the complaint no later than 8 days from receipt.

If additional verification is required, the customer may be referred to an expert assessment by a competent institution in Bosnia and Herzegovina.

7. Product Exchange

If the customer wishes to exchange a product for another item of equal or higher value, they must contact customer support.

The request must include:

• invoice or order number
• product code
• code of the desired replacement product

After checking product availability, the customer will receive further instructions for the exchange.

The product must be unused, undamaged, in original packaging and accompanied by a fiscal receipt.

8. Exchange Deadline

A request for exchange can be submitted within 7 days of receiving the product.

9. Shipping Costs

The cost of returning the product is borne by the customer, except in cases where a defective or incorrect product was delivered.

The cost of sending the replacement product is borne by the customer.

10. Additional Refund Provisions

The bank account number is mandatory in cases where payment was made in cash on delivery, in order to process the refund.

In case of returning goods and issuing a refund to a customer who previously paid by card, partially or in full, regardless of the reason for the return, Sucesso d.o.o. is obliged to process refunds exclusively via VISA, EC/MC and Maestro payment methods.

This means that the bank, upon the merchant’s request, will process the refund directly to the cardholder’s account.

Important note:
By confirming the order on the Freshline Bosnia and Herzegovina website, the customer confirms that they are familiar with the return and exchange policy and accept its terms.