Returning policy and complaints

The seller is responsible for material defects of the products he sells on his website in accordance with the applicable regulations of the Republic of Croatia, in particular the Civil Obligations Act. The ordered products are packed in such a way that they are not damaged by the usual handling in transport / delivery.

In the event that the shipment is damaged during transport, such damage is visible while picking up the shipment, in which case we suggest that the Customer does not even accept it. We ask customers to contact us in order to check the status of the shipment as soon as possible so we could send a new one.

Upon receiving the product, the verification of correctness of the order depends on the buyer, who is obliged to compare the received items with their invoice. If something is missing, the buyer is obliged to immediately send a written complaint via e-mail because subsequent complaints will not be accepted.

In the event of a visible defect in the product in the moment of receiving the package, the buyer is not obliged to pick up the delivered product and may refuse receipt, in which case they do not bear the cost of delivery of such product. It is considered that the products, which were duly received by the buyer, did not have a visible defect upon delivery. The buyer has the right to complain about material defects within the deadlines and for reasons prescribed by the provisions of the Law on Obligatory Deadlines. The buyer can send their written complaint or complain via e-mail: with the indication Complaint.

In order to determine as quickly as possible the specific order to which the customer has a complaint / complaint, the complaint must state the order number, account number and username of the customer.

The buyer has the right to write a justified complaint and return the products in the following cases:

  • for delivery of product which they did not order
  • for the delivery of expired product
  • for the delivery of product that has a defect or damage that did not occur during transport.

If the product has a hidden defect (the defect that could not be detected by the usual inspection when downloading the product) which the Customer determines after opening the product, the Customer is entitled to:

  • unilateral termination of the contract and refund,
  • product replacement,
  • elimination of the defect,
  • price reduction.

The seller will consider the complaint valid if the inspection of the product determines that it meets the conditions of the complaint in accordance with the Civil Obligations Act and the Consumer Protection Act. In this case, within 15 days of receiving a valid complaint, they will replace the product or refund the full amount paid upon termination of the contract. If the Seller finds that the complaint is not valid, i.e. if they do not accept the complaint, the buyer will be notified within 15 days from the date of receipt of the complaint.

If it is determined that the complaint is justified and that the buyer has not affected the correctness, damage or any defect of the seized goods, the Seller will accept the return of damaged, defective or incorrectly delivered product at their own expense.

In case of justified complaint, the cost of replacement with a new product is borne entirely by the Seller.

The customer has no right to return products that have been opened/used. All the goods we sell are properly stored in their original packaging. The expiration date marked on the packaging is valid only if it is stored correctly, as indicated on the declaration.

Use of product descriptions and data:

If you have questions or need advice on a particular product, please contact our Customer Communication Department by e-mail: or on the info phone 0800 913 080.

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