RETURNS AND COMPLAINTS
If, as our customer, you are dissatisfied with a purchased product or the service provided for any reason, please send us a written complaint so that we can adequately address the issue.
In accordance with Article 10 of the Consumer Protection Act (NN 41/14), all written complaints may be submitted by the Customer via e-mail to [email protected] or in writing to the following address:
Nalivpero d.o.o., Gaminica 29, 21251 Žrnovnica, Croatia.
We will confirm receipt of your complaint in writing without delay and will respond to your written complaint within 15 days. Therefore, please include at least your name, surname, and address in the written complaint.
The Customer has the right to return goods in the following cases:
- delivery of goods that were not ordered,
- delivery of goods past their expiry date,
- delivery of goods that are defective or damaged.
The deadline for submitting a complaint is 8 days from the receipt of the shipment.
In the case of a justified complaint, the Customer has the right to terminate the contract and receive a refund, or to request a replacement for a correct, undamaged, and valid product.
Nalivpero d.o.o. will accept the return of damaged, defective, or incorrectly delivered goods at its own expense if the complaint is found to be justified, and if it is established that the Customer did not cause the defect, damage, or irregularity.
In such a case, Nalivpero d.o.o. will bear the full cost of replacing the product with a new one.
The product must be returned in its original packaging, properly protected to prevent damage during transport, unused and undamaged (unless the reason for the complaint is a product defect).
RIGHT OF UNILATERAL TERMINATION OF CONTRACT
The Customer has the right, without giving any reason, to unilaterally terminate a contract concluded outside business premises or a distance contract within 14 days.
The period begins on the day when the goods that are the subject of the contract are delivered into the possession of the Customer or a third party designated by the Customer, other than the carrier.
If the Customer ordered multiple items to be delivered separately, the period begins when the last item or shipment is delivered.
Before the expiration of the withdrawal period, the Customer must inform the Seller of their decision to terminate the contract by using the Standard Information Form for Unilateral Termination of Contract.
The Customer must send the declaration of termination before the expiration of the withdrawal period.
If the Customer exercises their right to unilaterally terminate the contract, neither party is obliged to fulfil the obligations arising from the contract concluded outside business premises or at a distance.
In the event of termination, each party must return what it has received under the contract.
The Customer is not obliged to reimburse any costs arising from the exercise of the right of withdrawal, except for those provided by the Consumer Protection Act (Articles 76 and 77) — namely, the cost of returning the goods and any reduction in the value of the goods (e.g. opened or used goods).
The Customer bears only the direct cost of returning the goods, unless the Seller has agreed to bear those costs.
The Customer must return the goods without delay and no later than 14 days from the day on which they informed the Seller of their decision to withdraw from the contract.
It is considered that the Customer has fulfilled their obligation on time if the goods are sent or handed over to the Seller before the expiration of the 14-day period.
If the Customer exercises the right of unilateral termination, the Seller must, without delay and no later than 14 days from the day of receiving the Customer’s notice, refund all payments received from the Customer under the contract.
However, the Seller is not obliged to reimburse additional delivery costs if the Customer explicitly chose a delivery method different from the standard one offered by the Seller.
The Seller must make the refund only after the goods have been returned or the Customer provides proof that the goods have been sent back.
Refunds will be made using the same payment method used in the original transaction, unless the Customer explicitly agrees otherwise, and provided that no additional costs arise for the Customer due to such a refund.
In the case of cash on delivery payments, the refund will be made by bank transfer to the IBAN provided by the Customer.
If, in the case of a contract concluded outside business premises, the goods were delivered to the Customer’s home at the time of contract conclusion, the Seller must collect the goods at their own expense if the goods, due to their nature, cannot be returned by standard postal means.
The Customer has no right to unilateral termination of the contract in the following cases:
- if the goods are perishable,
- if the goods have a short expiration period,
- if the goods are sealed and cannot be returned for health or hygiene reasons and were unsealed after delivery.
Furthermore, the Customer has no right to terminate a service contract that has been fully performed by the Seller, provided that performance began with the Customer’s explicit prior consent and acknowledgment that they would lose their right to withdrawal once the service had been fully performed.
Form for Unilateral Termination of Contract
You can download the Nalivpero d.o.o. Unilateral Termination of Contract Form here.
