In the event that the buyer is for any reason unsatisfied with the product purchased or service provided, they may send a complaint to the following email address: firstname.lastname@example.org; and they also may do so in paper form to the address: Authentic concept d.o.o., Puškarićeva 18, 10 250 Zagreb. We will confirm receipt of your complaint without delay in writing and shall respond to it within 15 days. For this reason, your written complaint must contain at least your name, surname and address.
The buyer has the right to return goods in the following cases:
In the case of a justified complaint, the buyer has the right to terminate the sale purchase agreement and either receive a refund of the amount paid or receive the correct, undamaged and non-expired product.
Authentic concept d.o.o. accepts returns of damaged, faulty or incorrectly delivered goods at its own expense if it is established that the complaint is justified and that the buyer played no part in the correctness, damage or any other faultiness of the product. In the case of a justified complaint, the expense of replacing the product with a new one shall be entirely borne by Authentic concept d.o.o.
Right to unilateral termination of agreement
The buyer has the right to, without stating any reasons for doing so, unilaterally terminate an off-premises contract or distance contract within 14 days. This deadline begins to expire from the day on which the goods which are the subject of the agreement are delivered to the buyer or a third party that is designated by the buyer, but is not the transporter. If in a single order the buyer ordered multiple pieces of a product that need to be delivered separately, or ordered goods that are shipped in multiple pieces or multiple packages, the termination deadline begins running from the day when the buyer or a third party designated by the buyer, but is not the transporter, receives the last piece or the last package of goods.
The buyer has the obligation to notify the seller of their decision to terminate the agreement before the expiry of the deadline for unilateral termination of agreement, and they shall do so using the Notice on Unilateral Termination of Agreement form or via any other explicit statement declaring their intent to terminate the agreement. The buyer shall send their statement on termination of agreement before the expiry of the deadline for termination of agreement.
If the buyer utilises their right to unilateral termination of agreement, the parties are no longer bound to fulfil their obligations from the concluded off-premises contract or distance contract.
In the event of termination of agreement, each party shall return to the other what they have received based on the agreement.
The buyer is under no obligation to reimburse any costs incurred as the result of their utilisation of the right to unilateral termination of agreement, apart from those provided for in Article 76 and Article 77 of the Consumer Protection Act.
If the buyer utilises their right to unilateral termination of agreement, the seller must, without delay and at the latest within 14 days from the day they received notice of the buyer’s intent to terminate the agreement, return to the buyer all amounts paid by the buyer based on the agreement.
By way of exception the seller shall not be under the obligation to reimburse extra costs resulting from the buyer’s express choice of a method of transport differing from the cheapest method of standard transport that the seller offered.
Except in the case that the seller offered to personally pick up the goods that the buyer is returning, the seller has the obligation to refund the buyer only after the goods are returned, that is, after the buyer delivers to the seller proof that they have sent the goods back to them, so that the seller is informed thereon before receiving the goods.
The seller shall execute the refund using the same method of payment that the buyer used when making their payment, except if the buyer expressly agrees to another method of refund payment and under the assumption that the buyer will not have to pay any additional costs for such refund payment. In the case of payment by cash upon delivery, the seller shall refund the buyer the amount paid for the product by bank transfer to the IBAN bank account number given to him by the buyer.
Except in the case that the seller offered to personally pick up the goods that the buyer is returning, the buyer must execute the return of goods without delay and by the latest within 14 days from the day they notified the seller of their intent to terminate the agreement. It is considered that the buyer has fulfilled their obligation in due time if before the expiry of the deadline they have sent the goods or turned them over to the seller or the person the trader authorised to receive the goods.
The buyer shall bear only the direct expenses of the return of goods, except if the seller has agreed to bear those costs or the seller has failed to notify the buyer of the fact that they have the obligation to bear those costs.
If, in the case of off-premises contracts, the goods were at the moment of conclusion of agreement delivered to the buyer’s home, the seller must take over the goods at their own expense if due to the nature of the goods they are impossible to return by usual postal method.
The buyer shall be responsible for each reduction in the value of the goods resulting from the handling of goods, apart from the handling required in order to determine the nature, characteristics and functionality of the goods.
The buyer does not have the right to unilateral termination of agreement if the subject of agreement is easily perishable goods, or goods that have a short expiration date, or if the subject of the agreement is sealed goods which, for health or hygienic reasons, are unsuitable for return if the goods were unsealed after delivery. Also, the buyer does not have the right to unilateral termination of agreement in the case of services that the seller has provided fully, and the fulfilment of which started with the prior express consent of the buyer, and with their confirmation that they are aware of the fact that they will lose their right to unilateral termination of agreement in this segment if the service is fully provided.
The Notice on Unilateral Termination of Agreement form may be found in English or Croatian .