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Refund Policy
Last updated: 30.09.2026.
This is a translation. In case of any discrepancy, the Serbian version prevails.
1. BASIC MERCHANT INFORMATION
In accordance with the Consumer Protection Act, you have the right to file a complaint in the following cases:
The meal was damaged or spilled during delivery
The meal does not match your order (wrong item, missing item)
The quality of the meal does not meet our standards (taste, freshness, appearance)
The delivery was significantly delayed beyond the standard timeframe
The meal contains an ingredient you identified as an allergy/intolerance
2. HOW TO FILE A COMPLAINT
You can submit a complaint in the following ways:
Phone: 0800 001 007
When submitting a complaint, please provide:
3. COMPLAINT PROCESSING DEADLINES
3.1. Nutribox will respond within 8 days of receiving the complaint in written or electronic form.
3.2. The response to the complaint shall include:
Whether the complaint is accepted
Decision regarding your request
Specific proposal and deadline for resolution
3.3. The deadline for resolving a complaint cannot exceed 15 days from the date of submission.
4. COMPLAINT RESOLUTION METHODS
You can submit a complaint in the following ways:
a) Meal replacement — by delivering a new meal on the same or the following day
b) Price reduction — by deducting the value of the disputed meal
c) Refund — for the value of the disputed meal
d) By extending the subscription — for the corresponding number of days
5. REFUNDS
5.1. Refunds based on claims
If a claim is accepted and the resolution involves a refund, the refund will be processed within 14 days of the claim being accepted, using the same payment method used for the original transaction.
5.2. Satisfaction Guarantee Refund (28-day package) A satisfaction guarantee applies to the 28-day package: if you are not satisfied after the first 7 days, you are entitled to a full refund for the remaining 3 weeks. The request must be submitted no later than the 7th day after the first delivery.
5.3. Refunds after subscription cancellation In the event of subscription cancellation, you are entitled to a refund for undelivered meals, minus the value of meals already delivered, calculated at the daily package rate.
5.4. Refunds are processed using the same payment method (card, bank transfer), unless otherwise agreed.
6. FRESH FOOD — RETURN RESTRICTIONS
In accordance with Article 36, paragraph 1, item 4) of the Consumer Protection Act, goods that are subject to deterioration or have a short shelf life cannot be returned after delivery.
Since our meals are freshly prepared and intended for consumption during the day, delivered meals cannot be physically returned.
However, if there is an issue with quality, please submit a claim and we will provide an appropriate solution (replacement, credit, or refund).
7. OUT-OF-COURT DISPUTE RESOLUTION
If you are not satisfied with our response to your complaint, you have the right to initiate out-of-court consumer dispute resolution proceedings with the competent authority, in accordance with the Consumer Protection Act.
8. COMPLAINTS RECORD
Nutribox keeps a record of all complaints received in accordance with the law and retains them for 2 years.
9. COMPLAINTS CONTACT
NUTRIBOX KETERING D.O.O.
Phone: 0800 001 007
Business hours: Monday — Friday, 08:00 — 18:00
