{"id":3,"date":"2026-01-19T22:20:04","date_gmt":"2026-01-19T22:20:04","guid":{"rendered":"https:\/\/freshline.ba\/?page_id=3"},"modified":"2026-03-26T15:00:12","modified_gmt":"2026-03-26T15:00:12","slug":"returns-and-exchanges","status":"publish","type":"page","link":"https:\/\/freshline.ba\/en\/returns-and-exchanges\/","title":{"rendered":"Returns and Exchanges"},"content":{"rendered":"\n<p>\nAt Fresh Line in Bosnia and Herzegovina, customer satisfaction is at the core of our business. \nWe understand that the ordering process may not always go as planned, and it is important for you to know \nwhat options are available if you are not satisfied with the purchased product.\n<\/p>\n\n<p>\nOur complaints and returns policy is simple and fair in order to ensure a positive experience \nwith our products even in unforeseen situations.\n<\/p>\n\n<h4>1. Return Procedure<\/h4>\n\n<p>\nIn accordance with the Consumer Protection Law of Bosnia and Herzegovina (Official Gazette of BiH No. 25\/06), \npurchases made through the Freshline online store in Bosnia and Herzegovina are considered distance selling.\n<\/p>\n\n<p>\nA customer who purchases a product as a natural person for personal use has the right to withdraw from the purchase \nwithin 7 days from the date of receiving the product. The customer may, but is not obliged to, state the reason for the return.\n<\/p>\n\n<h4>2. How to Submit a Return Request<\/h4>\n\n<p>\nCustomers can initiate a return process by sending a request to the email:\n<strong>podrskakorisnicima@freshline.ba<\/strong>\n<\/p>\n\n<p>The request must include:<\/p>\n\n<ul>\n<li>items you wish to return<\/li>\n<li>reason for return and additional notes<\/li>\n<li>bank account number for refund if you made cash payment. <b>Not required for card payments.<\/b><\/li>\n<\/ul>\n\n<p>\nAfter receiving the request, the Freshline Bosnia and Herzegovina team will review it \nand inform the customer about the status via email.\n<\/p>\n\n<h4>3. Conditions for Returning Products<\/h4>\n\n<p>\nIn case of withdrawal from the purchase, the customer has the right to a product exchange or a refund.\n<\/p>\n\n<p>\nThe product must be sent back no later than 10 days from the date of submitting the return request.\n<\/p>\n\n<p>For a return to be accepted, the product must be:<\/p>\n\n<ul>\n<li>unused<\/li>\n<li>undamaged<\/li>\n<li>in original packaging<\/li>\n<li>accompanied by a fiscal receipt<\/li>\n<\/ul>\n\n<p>\nUpon receipt, the product condition will be inspected. \nIf it is determined that the product is damaged due to improper handling, \nthe company may refuse the return.\n<\/p>\n\n<h4>4. Refund<\/h4>\n\n<p>\nRefunds are issued after the product has been received and inspected.\nFresh Line Bosnia and Herzegovina undertakes to process the refund \nno later than 15 days from the receipt of the request and the returned product.\n<\/p>\n\n<p>\nRefunds are made using the same payment method used for the purchase.\n<\/p>\n\n<h4>a) Cash on Delivery Payment<\/h4>\n\n<p>\nIf the order was paid in cash upon delivery, the refund will be made \nvia bank transfer to the customer&#8217;s account.\n<\/p>\n\n<p>The customer must provide the following information:<\/p>\n\n<ul>\n<li>account holder\u2019s full name<\/li>\n<li>bank name<\/li>\n<li>account number or IBAN<\/li>\n<\/ul>\n\n<p>Cash refunds are not possible.<\/p>\n\n<h4>b) Card Payment<\/h4>\n\n<p>\nIn case of card payment, the refund is processed through the card system, \ni.e. the bank will return the funds to the customer&#8217;s card account.\n<\/p>\n\n<h4>5. Products That Cannot Be Returned<\/h4>\n\n<p>For hygiene reasons, returns or exchanges are not possible for:<\/p>\n\n<ul>\n<li>cosmetic products with removed protective packaging<\/li>\n<li>products without original labeling<\/li>\n<li>used items<\/li>\n<\/ul>\n\n<h4>6. Complaints<\/h4>\n\n<p>\nIf the product has a defect or does not match the description, the customer may submit a complaint via email to customer support.\n<\/p>\n\n<p>The complaint must include:<\/p>\n\n<ul>\n<li>full name<\/li>\n<li>contact phone number<\/li>\n<li>description of the issue<\/li>\n<\/ul>\n\n<p>\nIf the customer receives an incorrect product or if the invoice details are incorrect, \ncustomer support must be notified within 24 hours of receiving the shipment.\n<\/p>\n\n<p>\nFreshline Bosnia and Herzegovina will respond to the complaint no later than 8 days from receipt.\n<\/p>\n\n<p>\nIf additional verification is required, the customer may be referred \nto an expert assessment by a competent institution in Bosnia and Herzegovina.\n<\/p>\n\n<h4>7. Product Exchange<\/h4>\n\n<p>\nIf the customer wishes to exchange a product for another item of equal or higher value, \nthey must contact customer support.\n<\/p>\n\n<p>The request must include:<\/p>\n\n<ul>\n<li>invoice or order number<\/li>\n<li>product code<\/li>\n<li>code of the desired replacement product<\/li>\n<\/ul>\n\n<p>\nAfter checking product availability, the customer will receive further instructions for the exchange.\n<\/p>\n\n<p>\nThe product must be unused, undamaged, in original packaging and accompanied by a fiscal receipt.\n<\/p>\n\n<h4>8. Exchange Deadline<\/h4>\n\n<p>\nA request for exchange can be submitted within 7 days of receiving the product.\n<\/p>\n\n<h4>9. Shipping Costs<\/h4>\n\n<p>\nThe cost of returning the product is borne by the customer, except in cases where \na defective or incorrect product was delivered.\n<\/p>\n\n<p>\nThe cost of sending the replacement product is borne by the customer.\n<\/p>\n\n<h4>10. Additional Refund Provisions<\/h4>\n\n<p>\nThe bank account number is mandatory in cases where payment was made in cash on delivery, \nin order to process the refund.\n<\/p>\n\n<p>\nIn case of returning goods and issuing a refund to a customer who previously paid \nby card, partially or in full, regardless of the reason for the return, \n<strong>Sucesso d.o.o. is obliged to process refunds exclusively via VISA, EC\/MC and Maestro payment methods<\/strong>.\n<\/p>\n\n<p>\nThis means that the bank, upon the merchant\u2019s request, will process the refund directly \nto the cardholder\u2019s account.\n<\/p>\n\n<p>\n<strong>Important note:<\/strong><br>\nBy confirming the order on the Freshline Bosnia and Herzegovina website, \nthe customer confirms that they are familiar with the return and exchange policy \nand accept its terms.\n<\/p>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>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 [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"class_list":["post-3","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/freshline.ba\/en\/wp-json\/wp\/v2\/pages\/3","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/freshline.ba\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/freshline.ba\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/freshline.ba\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/freshline.ba\/en\/wp-json\/wp\/v2\/comments?post=3"}],"version-history":[{"count":4,"href":"https:\/\/freshline.ba\/en\/wp-json\/wp\/v2\/pages\/3\/revisions"}],"predecessor-version":[{"id":2916,"href":"https:\/\/freshline.ba\/en\/wp-json\/wp\/v2\/pages\/3\/revisions\/2916"}],"wp:attachment":[{"href":"https:\/\/freshline.ba\/en\/wp-json\/wp\/v2\/media?parent=3"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}