Refund policy

This policy forms an integral part of the Terms of Service.

At MOĆNO we are committed to delivering high-quality products, and we want your experience with us to always be a positive one.

CLAIM FOR LACK OF CONFORMITY

You have the right to file a claim if the goods delivered are not in conformity — if they do not correspond to the description, do not have the properties required for normal use, do not correspond to the sample shown, or are damaged.

The deadline for filing a claim is 2 years from the date of purchase, in accordance with the Consumer Protection Act. Due to the nature of fresh products, please submit any claim on fresh microgreens within 24 hours of receiving the shipment.

This right applies to all products in our range, including products purchased at a reduced price.

How to file a claim

  • by email at hello@mocno.com
  • by phone on +381 60 1506 604
  • by post to Grčića Milenka 3, 11050 Belgrade, Serbia

With your claim, please send us the order number, the date of purchase, a description of the problem and photographs of the damaged product where applicable, as well as a copy of the invoice or other proof of purchase.

Deadlines

  • We will respond within 8 days of receiving the claim.
  • We resolve claims within 14 days of submission.

Costs

If the claim is upheld, we cover the shipping costs. If it is unfounded, they are borne by the customer. Where cash on delivery is offered and you paid for the goods in cash to the courier, the cost of return is borne by the customer.

WITHDRAWAL FROM PURCHASE — RIGHT OF UNILATERAL TERMINATION

You have the right, within 14 days of receiving the goods and without stating a reason, to unilaterally terminate the contract.

Send us an unambiguous statement that you are withdrawing from the purchase, at hello@mocno.com or by post to Grčića Milenka 3, 11050 Belgrade, Serbia. Include your order number, the date of purchase, the products you are returning and your contact details. No special form is required — a plain email is sufficient.

You return the goods without delay, and no later than 14 days from sending the form. We refund your money no later than 14 days from receiving the returned goods. The cost of return is borne by the customer.

Which products this right applies to

Pesto sauces and dried seasonings in unopened and undamaged packaging — yes, for the full period of 14 days.

Which products it does not apply to

  • Fresh microgreens (mixes and the SELECT line) — perishable goods.
  • Opened pesto sauces and opened dried seasonings — sealed goods which cannot be returned for hygiene reasons once opened.
  • Products personalised to your specifications.

DAMAGED OR INCORRECT PRODUCT

If your order arrives damaged, defective or incorrect, inspect it immediately upon receipt and contact us within 24 hours at hello@mocno.com. We will arrange a replacement or a refund.

When taking delivery, inspect the parcel in the presence of the courier. If it shows visible damage, do not accept it and call us on +381 60 1506 604.

REFUNDS

Refunds are always issued to the original payment method used for the purchase. Anything paid by payment card is refunded to that payment card account; we cannot refund to a different card, a different account or by another route.

Refunds are executed through our payment service provider. Once we approve a refund request, we submit it to the provider within 10 business days. How long it then takes for the funds to appear on your statement depends on your card issuer — typically a further 3 to 5 business days. If the funds are still not visible after 15 business days, contact us at hello@mocno.com.

OUT-OF-COURT DISPUTE RESOLUTION

We accept the possibility of out-of-court resolution of consumer disputes through mediation before a body from the list maintained by the ministry responsible for consumer protection.