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Terms of Use

General Terms and Conditions

Please read carefully terms and conditions of use and sale on

By visiting or purchasing from the online store (hereinafter referred to as the "Web Shop") you agree to the General Terms and Conditions of Sale (hereinafter referred to as "the General Conditions") set out below. The Web Shop reserves the right to change and amend these General Terms and Conditions without prior notice.

We would like to inform you that according to the Law on Consumer Protection (Official Gazette of RS, No. 62/2014), buying through the Online Store is considered to be a long-distance sale.

General terms and conditions of operation of the Web Shop are determined by the conditions of purchase and sale of products, which are realized by the Company for wholesale trade in pharmaceutical products Wellmedic d.o.o. Belgrade, Nemanjina 40/ IV Street, 11000 Belgrade, ID number.: 21127639, tax ID number.: 109113271, telephone: +381 11 403 9778,, mail for complaints and additional inquiries regarding products:

The General Terms and Conditions are an integral part of the Seller-Buyer Agreement. The General Terms and Conditions define the procedure for ordering, paying, delivering, returning and complaining about the goods offered on the Web Shop.

The buyer of the goods is a visitor to the Web Shop who chooses at least one product, adds it into the shopping cart, pays it with a payment card or sends an order, and pays the product with a shipment (cash on delivery).



In-cart products (in the process of ordering) are available for sale online; on the contrary, if you cannot put the product in the shopping cart, it is not available for sale online. Products sold through the Web Shop possess the properties necessary for the regular use of that type of goods in accordance with its purpose as defined in the Declaration.

Before selecting the order button, please carefully review your order and the correctness of all the information, because by pressing this button in the last step you have placed your order to the seller, i.e. you have issued a binding purchase order and you are obliged to make a payment.

The purchase order will be confirmed via an order confirmation email. By confirming the purchase order, the seller accepts the offer for conclusion of the contract and thus the Contract is considered concluded.

Although updates are made several times during the day, it may be determined that the ordered product is not available. In case that the ordered product is not in stock, the Buyer will be notified by e-mail.

The sales price of the product is indicated with each product. The prices on the website are shown with VAT.

Currency conversion

All payments will be affected in Serbian currency – dinar (RSD). The amount your credit card account will be charged for is obtained through the conversion of the price in Euro into Serbian dinar according to the current, daily exchange rate of the Serbian National Bank or to the similar but fixed exchange rate that is clearly indicated. When charging your credit card, the same amount is converted into your local currency according to the exchange rate of credit card associations. As a result of this conversion there is a possibility of a slight difference from the original price stated in our web site.


Payment methods

You can pay for the ordered products: We will accept a cash courier upon delivery or payment cards at the time of purchase on the site.

Payment by payment cards

You can pay for your order using a Visa, Visa Electron, MasterCard, Amex, Maestro or Dina payment card. The card must be approved by the issuing bank for online (Internet) payment.

When ordering online, choosing the right payment method will take you to a protected and secure page for this form of payment. Data protection during the purchase is guaranteed by the payment card processor Banca Intesa ad Beograd, so the complete payment process is performed on the bank's pages. At no time is your payment card information available to our system.


On this page you need to enter the following information: Card Number, Expiration Date and CVC2 / CVV2 Code, which you can read from your card.


*Data entry and verification are done exclusively between card users and Banca Intesa, and the merchant does not have access to the data being exchanged.

When entering payment card information, confidential information is transmitted over a public network in a secure (encrypted) form using SSL protocols and PKI systems, as currently state-of-the-art cryptographic technology. All payments will be made in Serbian dinars (RSD). If paid by payment cards of foreign Issuing Banks, the dinar transaction amount will be converted into Bank settlement currency (EUR) according to the exchange rate of the National Bank of Serbia. When debiting your payment card, the amount already converted will be converted to your local currency according to the rate applied by the payment card operators. Payment is not possible in foreign currency, but only in RSD. Payment is possible with payment cards of domestic and foreign banks. A customer using the online card payment service through the Online Store must meet the following conditions:

  • Delivery of goods is done in the territory of the Republic of Serbia, at the address specified in the order. In addition to delivery in Serbia, delivery of goods may also be possible at those countries that can be selected in the order.
  • Only the payment card holder can make the payment.



The order processing period is usually 2-3 business days, and delivery up to 5 business days for deliveries in Serbia, or up to 10 working days for deliveries abroad. For all orders created on Fridays and weekends or public holidays, include those non-working days in the delivery time.

The goods are shipped all over Serbia with the option of delivery to countries that can be selected during ordering. In Serbia, delivery is made by the BEX courier service to the address you provided in the period 08-17h on working days. Abroad, delivery is made by DHL courier service on weekdays. Please ensure that during this period there is a person at the address who can pick up the shipment. When picking up a shipment, you need to visually inspect the package so that there is no visible damage by accident. If you notice that the shipping box is significantly damaged and you suspect that the product may be damaged, refuse to receive the package. In this case, please send us an e-mail with your details (name, phone number) at and state the reason why you refused to receive the package. We will notify you of further action as soon as possible.

The courier service tries to deliver each shipment on two occasions. If the courier does not find a buyer at the address indicated in the order, the same will call you at the phone number provided when creating the order and arrange a new delivery time. If the buyer does not return the call or the courier does not find it at the address even after the new delivery date, the shipment is returned to the seller.

If the return of the shipment occurs due to a faulty delivery by the buyer's fault, the Seller will inform the buyer that the contract for the purchase of the goods has been terminated and, if the goods have been paid in advance, invite him to state a request for a refund of the purchase price, less the costs of the attempted delivery.

The buyer is obliged to sign the delivery note when picking up the product, which is accepted by the courier service as a confirmation of the receipt of the ordered products.

Shipping costs for products purchased from the Online Store are shown in the Order Overview just before placing your order. In case of delivery abroad, depending on the amount of the order, the ordered products may be subject to customs clearance and customs duties and you will find all local customs expenses that are known to us within the cost of transport and delivery or within other costs. Customs regulations and rates in the country of destination are unknown to us and the total costs may be increased by the cost of customs in the country to which the products are shipped.


Waiver of contract

You can download the form „UNILATERAL TERMINATION OF CONTRACThere.

The Buyer may terminate the Purchase Agreement within 14 days from the receipt of the goods. When canceling, the buyer may, but need not state, the reasons why he / she withdraws.

Statement / termination of the contract has legal effect from the day when it was physically delivered to the seller's address and is considered timely if it is sent within 14 days from the receipt of the goods. After the expiry of 14 days from the date of receiving the goods, the product can no longer be returned.

In the event of termination of the Agreement, the buyer is obliged to return the unused goods in the original packaging, without damage and visible signs that the product was used and with the original invoice, otherwise the seller is not obliged to return to the buyer the received amount of the purchase price.

Provided that the buyer returned the unused goods to the seller in good condition within 14 days from the day of receipt of the buyer's unilateral statement on termination of the contract, the seller is obliged to return to the buyer the received amount of the purchase price within the given deadline. If the buyer does not return the goods within the given deadlines, the deadline for refund of the received purchase price is extended until the buyer returns the goods to the seller.

The cost of returning the goods and money is borne by the buyer, except in cases where the buyer was delivered a defective or the wrong product.

If the buyer exercises the right to cancel the Contract - it is considered that the Contract has not been concluded and only the obligations prescribed by law arise.


In case that a refund has to be made to you, it will be refunded the way you made the payment. If you made a payment with a payment card, the money will be returned to the card that was used for the payment.

If you received the product as a gift, the money will be returned to the person who paid the product.




You can download the „COMPLAINT FORM“ from here.

The buyer can make a complaint / reclamation to the seller in order to exercise his rights when the purchased goods have defects, when the goods are malformed, when the prices are miscalculated, as well as other reasons stipulated by the provisions of the Republic of Serbia Consumer Protection Act.

The buyer can declare his complaint by sending the form to the email address:, only with the delivery of the original invoice for inspection and the goods that were the subject of the sale. The claim letter sent to the email address must also be submitted in the original. The Seller is obliged to immediately, within 8 days from the day of receiving the complaint, provide the consumer with a written or electronic response to the stated complaint without delay. In any case, the deadline for resolving the complaint may not exceed fifteen days.

The Seller shall notify the Buyer in writing or electronically of the confirmation of the receipt of the complaint and shall state the number under which his complaint is recorded in the record of the received complaints.

At the same time as filing a complaint via email, the buyer must provide the seller with the courier service of the seller with the goods with the original invoice and a printed, completed and signed Complaint form in the original, all at the seller's expense.

If the goods delivered are not in conformity with the contract, the consumer who has informed the seller of the deficiency shall have the right to require the seller to remove the deficiency, without compensation, by repair or replacement, or to demand a corresponding reduction in price or to terminate the contract in respect of those goods.

The product shipped for reclamation must be properly packed and clean, with a duly filled Complaint form and a packed invoice or other proof of purchase. Otherwise the conditions are not fulfilled, and the complaint will not be considered.

In any case, the buyer is not entitled to terminate the contract if the defectiveness of the goods is insignificant.

The seller is not responsible for any possible damage that might be caused to the buyer by the defective goods, when the manufacturer of such goods is known.


In case of returning goods and refunds to a customer who has previously paid by one of the payment cards, partially or in full, and regardless of the reason for the return, Wellmedic doo Belgrade is obliged to make a refund exclusively through VISA, EC / MC and Maestro payment methods, meaning that at the seller’s request the bank will make a refund to the cardholder’s account related to the payment card used.


Protection of personal data

We care about your information and privacy! Your every order placed with us is safe!

We guarantee the protection of all personal data obtained from the buyer, that is, data will not be used for any purpose other than for the purpose of realization of the contract on the sale of goods. In order to successfully process and deliver your order, we need your name, address, telephone number and e-mail to be able to deliver the goods you want, as well as to inform you of the current status of the order.

We will not share information from the registration process, as well as other user information, with a third party, unless such obligation is regulated by law.

In addition, we collect, analyze and process information about the products our visitors seek and buy, as well as the pages they visit. We use this information to improve the offer and appearance of our site and to make it easier to use, safer and more comfortable shopping.

The seller informs the buyer that all possible disputes can be resolved out of court, i.e. by agreement and in the spirit of good business cooperation, as in the mediation procedure before the competent court.

Consent and change of conditions

Use of our services implies the consent of users to the stated terms of use. Wellmedic doo undertakes to abide by all of the above, and any changes to the terms become effective only after posting on this site, sending an e-mail notification to all registered users or highlighting them in the seller's point of sale.

The online store strives to describe all products as accurately as possible and to use the most authentic photographs of the items, however, it cannot guarantee that all the above product information is complete and error free.


Cookies policy

What is a cookie?

A cookie is a simple text file stored in a web browser while a user is browsing a website. When a user browses to the same site in the future, the site may "retrieve" the data stored in the cookie to be notified of previous user activity. The files collected in this way are used solely for the purpose of gathering information, namely those concerning the visit to the site and how the content of the site is used.

Disabling cookies

Like most websites on the Internet, site uses Cookies. Use of cookies is standard practice on the Internet. However, you can always decide that you want to stop using them. You can simply delete them manually or customize your browser not to use cookies.

Use of cookies

We use cookies on our site solely to enable you to better interact with our site, for the purposes of statistical analysis of traffic and optimization of our advertising on the Internet through Google Analytics and Google Ads.

Cookie types:

Temporary cookies

Temporary session cookies or cookies are removed from your computer after you close your browser. They are mainly used for online stores and allow temporary data to be stored, such as items in a shopping cart.

Permanent cookies

Permanent cookies remain on your computer after you close Internet Explorer. These cookies store your information such as your login name and password, so you will not need to log in each time you visit a specific place. Permanent cookies will remain on your computer for days or months.

Third-party cookies

Cookies installed by third parties for the purpose of collecting certain information and conducting various research. Third-party cookies come from ads from other sites (such as pop-ups or other advertisements) that appear on the site you are viewing. With these cookies, websites can track the use of the Internet for marketing purposes.

Wellmedic uses its own cookies ("first-party cookies") on its website, but also allows selected third parties to install their own cookies ("third-party cookies") on the user's device. With this consent, the user agrees to the use of cookies by Wellmedic and third parties.

More information is available at the following links: