Returns and Complaints
How to return a product, report a problem and receive a refund.
Withdrawing from an online purchase
Consumers may withdraw without a reason within 14 days of receiving goods, subject to statutory exceptions. Email your notice to online@kikapharm.me. Return the goods within the following 14 days. Our prior approval is not required.
How to request a return
Include your name, order number, the product being returned and the date received. For example: “I withdraw from the purchase of [product] in order [number], received on [date]. Full name: [name].” This is a sample message, not a mandatory form.
Contact us for shipping instructions and to confirm the return address. Pack the product carefully, include details identifying the order and keep proof of posting. Retain the original packaging where possible.
Sealed and perishable products
Withdrawal excludes unsealed goods unsuitable for return for health or hygiene reasons, and perishable or near-expiry goods. Complaints about defects remain possible.
Refunds
Refunds are due within 14 days of withdrawal notice, subject to receiving goods or proof of posting. Standard outbound delivery is included; extra charges for premium delivery are excluded.
Card payment refunds
For a purchase paid by card, the refund is processed through the bank and Monri to the same card or account used for payment. Card transactions are not refunded in cash. After processing, the time it takes for funds to appear depends on the card issuer. Send us your order number to check a refund; we do not need your full card number or CVV.
Complaints and exchanges
For damaged, incorrect or faulty products, email a problem description and proof of purchase to online@kikapharm.me. Photographs may help us investigate. Do not send card details. We respond to complaints in writing within eight days. Contact support to check availability for an exchange.
Contact and support
KIKA PHARM DOO, kikapharm.me. Registered office: Ulica Baku bb, Podgorica, Montenegro. Tax ID (PIB): 03570088. Registration number: 5 - 1151729 / 001.
Contact address: Ulica Sejka Zaida, Podgorica, Montenegro. For product, order or complaint enquiries, email online@kikapharm.me or call +382 69 413 333. Please include your order number when contacting us about a purchase.
