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Under the Consumer Protection Law ('Official Gazette of RS', No. 35/2026), a consumer may withdraw from a distance contract without giving a reason within 14 days. For sales of goods, the period starts when the goods come into the possession of the consumer or a third party designated by the consumer other than the carrier; for separate deliveries, it starts upon receipt of the last item, consignment or part.
The consumer may exercise the right of withdrawal by sending the prescribed form or any other unequivocal statement to online@norapharm.rs or to PHARMACY INSTITUTION 'NORAPHARM', Vojvode Stepe Stepanovića 9/lok 1, 11130 Belgrade (Kaluđerica). The consumer does not have to state a reason.
The statement is timely if sent before the 14-day period expires and takes legal effect on the day it is sent. If the form is submitted electronically, AU 'NORAPHARM' will confirm receipt without delay on a durable medium. The consumer bears the burden of proving timely dispatch.
AU 'NORAPHARM' will reimburse all payments received under the contract, including the cost of the least expensive standard delivery it offered, without delay and no later than 14 days after receiving the withdrawal statement. Reimbursement is made using the same means of payment unless the consumer expressly agrees otherwise and incurs no cost. Reimbursement may be withheld until the returned goods or evidence of dispatch is received, whichever occurs first.
The consumer must return the goods without delay and no later than 14 days after sending the withdrawal form or statement. The deadline is met if the goods are dispatched before it expires. The consumer bears only the direct cost of returning the goods unless AU 'NORAPHARM' agreed to bear it or did not inform the consumer of that obligation in advance.
The consumer is liable only for diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. Original packaging and the original receipt are not, by themselves, conditions for exercising the right of withdrawal. The right does not apply, among other cases, to goods liable to deteriorate or expire rapidly, clearly personalised goods, or sealed goods unsuitable for return for health protection or hygiene reasons once unsealed after delivery.
For card payments, reimbursement is made through the corresponding DINA, VISA, EC/MC or Maestro payment method to the cardholder's account. For cash-on-delivery payments, AU 'NORAPHARM' and the consumer will agree on a reimbursement method that does not create additional costs for the consumer.
Download the complete Right of Withdrawal document
Download the complete Right of Withdrawal document
