Complaints and Returns

In the case of returning goods and refunding the customer who has previously paid partially or in full using a payment card, regardless of the reason for the return, Papabean d.o.o. is obligated to process the refund exclusively through VISA, MasterCard, Maestro, Dina, and Amex payment methods. This means that the institution will, at the seller's request, process the refund to the cardholder's account.

The complaint resolution procedure is conducted based on the provisions of the Consumer Protection Law ("Official Gazette of the Republic of Serbia" no. 62/2014) and the provisions of the Trade Law ("Official Gazette of the Republic of Serbia" no. 53/10, 10/2013).

You have the right to replace defective products if it is clearly visible that the fault was not caused by improper use, but rather by a manufacturing, packaging, or transportation error. The deadline for responding to the complaint is 8 days from receiving the complaint. The deadline for resolution is 30 days from receiving the complaint.

In such cases, the return of goods will be at our expense, and the process is carried out in three steps:

1. Send your request to our operator at: coffee@papabean.rs
   Be sure to include the following information:

   • Full name
   • Email address
   • Invoice number or fiscal receipt received with the goods
   • A message describing the reason for the complaint

2. Properly pack the items to be returned to prevent damage during transport.

3. After the damaged goods arrive at our facility and the validity of the complaint is verified, a correct item will be delivered to your address.

If the item is no longer available, a refund will be issued. The replacement of damaged items is at the seller’s expense and is handled through the appropriate courier service.

If the customer returns unsatisfactory goods by post, the shipping costs are borne by the customer.