These terms define the procedures for ordering, payment, delivery, and complaints related to the services offered on our website. The site may be used for personal purposes without any additional charges, in accordance with the following terms and conditions.

Seller: NutriDNA Solutions d.o.o.
Address: Džemala Bijedića bb, 71000 Sarajevo, Bosnia and Herzegovina
Company ID: 4203438260008
Phone: +387 61 224 141
Email: info@genetika.ba

1. Ordering

Customers place orders through the electronic form on the website. A customer is any person who orders a service, enters the required information, and confirms the order.
All products and services are priced in BAM (Bosnian Convertible Mark), including VAT.

2. Payment

Payments are made online using available payment methods such as credit/debit cards (Mastercard, Maestro, Visa) or other options listed on the website.
The order is considered confirmed once the payment has been successfully processed.

3. Delivery

Once the payment is confirmed, a sample collection kit will be shipped to the address provided in the order.
Kits are dispatched within 3–5 business days via courier services. The customer is required to inspect the package upon delivery. If the package is damaged, the customer must notify the courier immediately.

After the sample is returned to our laboratory and processing begins, the analysis typically takes 15–20 business days. Results are delivered digitally to the customer’s email address.

4. Complaints and Refunds

• Refund Before Sample Submission
  Customers are eligible for a full refund within 14 days of purchase if the sample has not been sent for analysis. To request a refund, please contact us via email or phone.
• Refund After Sample Submission
  Due to the personalized nature of the service, once the sample arrives at the laboratory and processing begins, refunds are no longer possible.
• Defective or Damaged Testing Kits
  If you receive a damaged or defective sample collection kit, please notify us within 7 days of receiving the package. We will send a replacement kit free of charge or issue a refund.
• Sample Analysis Issues
  In rare cases where a sample cannot be analyzed due to technical issues, we will offer a free replacement testing kit. If you choose not to repeat the test, a partial refund may be issued.

5. Contact for Complaints and Refunds

For any questions, complaints, or refund requests, please contact us via:

Email: info@genetika.ba
Phone: +387 61 224 141