Returns and complaints
The customer has the right to return the goods in the following cases:
- delivery of goods that were not ordered
- delivery of overdue goods
- delivery of goods that are defective or damaged
In the event of a justified complaint, the customer has the right to terminate the contract with a refund of the amount paid or to replace it with a correct, undamaged and valid product.
SN WELLNESS GROUP d.o.o accepts the return of damaged, defective or incorrectly delivered goods at its own expense, if it is determined that the complaint is justified and that the buyer did not influence the correctness, damage or any defect of the goods. In the event of a justified complaint, the cost of replacing the product with a new product is fully borne by SN WELLNESS GROUP d.o.o.
Right to unilaterally terminate the contract
The consumer has the right, without giving reasons, to unilaterally terminate the contract concluded outside the business premises or concluded at a distance within 14 days. The period begins to run from the day on which the goods that are the subject of the contract are handed over to the buyer or to a third party designated by the buyer, who is not a carrier. If, with one order, the buyer has ordered several pieces of goods that are to be delivered separately, i.e. if it is a matter of goods that are delivered in several pieces or in several shipments, the period begins to run from the day on which the last piece or the last shipment of the goods is delivered to the buyer or to a third party designated by the buyer, who is not a carrier.
Before the expiry of the period for unilateral termination of the contract, the buyer is obliged to notify the trader of his decision to terminate the contract, using the form for unilateral termination of the contract or by any other unambiguous statement expressing his will to terminate the contract. contract. The buyer is obliged to send statements for termination of the contract before the expiry of the period for termination of the contract.
If the buyer exercises his right to unilaterally terminate the contract, the parties are not obliged to fulfill their obligations under the off-premises contract and the distance contract.
In the event of termination of the contract, each party is obliged to return to the other what it received based on the contract.
The Client is not obliged to compensate for any costs that would result from the exercise of his right to unilaterally terminate the contract, except for those provided for in Article 76 and Article 77 of the Consumer Protection Law.
If the buyer exercises his right to unilaterally terminate the contract, the trader must, without delay, and at the latest within 14 days from the day on which he received notification of the buyer's decision to terminate the contract, refund to the buyer everything he has paid under the contract.
As an exception, the trader is not obliged to compensate for additional costs arising from the buyer's explicit choice of a type of transport that differs from the cheapest type of standard transport offered by the trader.
Unless he has offered to collect the goods returned by the buyer himself, the seller must refund the payment only after the goods have been returned to him, that is, after the buyer has provided proof that he has sent the goods back to the seller, if the seller was informed of this before receiving the goods.
The trader must refund the amount paid using the same means of payment used by the customer for payment, unless the customer expressly agrees to another means of payment and it is assumed that the customer is not obliged to pay additional costs for such a refund. In the case of cash on delivery, the trader will refund the price paid for the returned product to the customer by bank transfer to the IBAN number of the bank account provided by the customer.
If the trader has not offered to collect the goods returned by the buyer himself, the buyer must return the goods without delay, and at the latest within 14 days from the moment when he informed the trader of his decision to terminate the contract. The buyer is deemed to have fulfilled his obligation on time if he sends the goods or hands them over to the trader or to a person authorized by the trader to receive the goods before the expiry of the deadline.
The buyer must only bear the direct costs of returning the goods, unless the trader has agreed to bear these costs or the trader has informed the buyer that he is obliged to bear these costs.
If, in the case of an off-premises contract, the goods have been delivered to the buyer at his home at the time of conclusion of the contract, the trader must take possession of the goods at his own expense if, due to their nature, it is not possible to return the goods in the usual way, by post.
The buyer is responsible for any diminished value of the goods resulting from the handling of the goods, except for what was necessary to establish the nature, characteristics and functionality of the goods.
The customer does not have the right to unilaterally terminate the contract if the subject of the contract is perishable goods or goods that expire quickly or if the subject of the contract is sealed goods that are not suitable for return for health or hygiene reasons, if they were unsealed after delivery. Also, the customer does not have the right to unilaterally terminate a contract for services that the trader has fully performed, and the performance began with the express prior consent of the customer and with his confirmation that he is aware of the fact that he will lose the right to unilaterally terminate the contract from this section if the service is fully performed.
You can download the unilateral contract termination form in English or Croatian .
