Shipping & Returns

1. Where we deliver

We currently deliver across the territory of the Republic of Serbia. International shipping options will be announced on this page once available.

2. Delivery times

Orders placed before 14:00 on a working day are normally dispatched the same day. Orders placed after 14:00, on weekends or public holidays are dispatched on the next working day.

• Belgrade and major cities: 1–2 working days from dispatch.
• Other locations in Serbia: 2–4 working days from dispatch.

Delivery times are estimates provided by our courier partner and may vary slightly during peak periods or due to weather conditions.

3. Shipping costs

Shipping is calculated based on order weight and destination. The exact shipping cost is always shown at checkout before you confirm and pay for your order, so there are no hidden charges.

We may offer free shipping promotions on orders above a certain value. Any active promotion is shown on the relevant product or checkout page.

4. Order tracking

Once your order is dispatched, you will receive a confirmation email containing the tracking number provided by the courier. You can use this number on the courier’s website to track the delivery.

5. Receiving the parcel

Please inspect your parcel at the moment of delivery. If the packaging is visibly damaged or has been opened, you have the right to refuse delivery or to make a written note on the courier’s receipt and contact us as soon as possible at info@fiberz.com.

6. Right of withdrawal (14-day return)

Under the Serbian Law on Consumer Protection (Zakon o zaštiti potrošača), as a consumer you have the right to withdraw from a distance contract within 14 days of receiving the goods, without giving any reason and without incurring any penalty.

To exercise the right of withdrawal you must inform us of your decision by an unambiguous written statement (for example, an email to info@fiberz.com) before the 14-day period expires. Please include your order number, the products you wish to return and your contact details.

Conditions for return

• The product must be returned within 14 days of notifying us of the withdrawal.
• The product must be unused and in its original, unopened and undamaged packaging.
• The product must be returned together with all accompanying documentation.
• The product must be suitable for return — opened or used food supplements cannot be returned for hygiene and health protection reasons, in line with Article 37 of the Serbian Law on Consumer Protection.

Return shipping costs

The cost of returning the goods is borne by the customer, unless the return is due to a defect or our error (see “Faulty or incorrect items” below).

Refunds

We will refund the full purchase price (and the original standard delivery cost, where applicable) within 14 days of receiving the returned goods, using the same payment method you used for the original transaction. No additional fees will be charged for the refund itself.

7. Faulty or incorrect items

If you receive a product that is faulty, damaged in transit or different from what you ordered, please contact us at info@fiberz.com within 8 days of delivery, attaching photos where possible. We will arrange a replacement, repair or refund free of charge, in accordance with your statutory rights under Serbian consumer protection law.

8. How to send a return

Once we have confirmed your return, please send the parcel to:

Fidelinka Skrob d.o.o.
Čantavirski put 1, 24000 Subotica, Serbia
Reference: your order number

We recommend using a trackable courier service. Fidelinka Skrob d.o.o. cannot be held responsible for returned parcels that are lost in transit.

9. Complaints procedure

If you wish to submit a formal complaint about a product or our service, please send it in writing to info@fiberz.com. We will acknowledge receipt within 8 days and provide a substantive response within 15 days, in accordance with the Serbian Law on Consumer Protection.

10. Contact

For any questions about delivery, returns or refunds, please contact us at info@fiberz.com or by phone at +381 63 10777 08. See also our Terms of Service.