Returns and complaints

Complaints
In accordance with the provisions of the Consumer Protection Act, if the Buyer is, for any reason, dissatisfied with the delivered product or the provided service, a written complaint can be submitted:

• by mail to the address: Vesna Loborika d.o.o., Loborika 31, 52206 Marčana, Croatia
• by email to info@vesna.hr

The Seller will promptly confirm receipt of the complaint in writing, and a written response will be provided within 15 days. Therefore, the written complaint must include at least the Buyer’s name, surname, and address. If the complaint pertains to a specific order, the Buyer should also include the order number or invoice number.

Returns
The Buyer is entitled to return goods in the following cases: (i) delivery of goods that were not ordered, (ii) delivery of goods whose expiration date has passed, and (iii) delivery of goods that have a defect or damage.

In the case of a justified complaint, the Buyer has the right to terminate the contract with a refund of the amount paid or to exchange the product for a correct, undamaged, and valid one.

The Seller accepts the return of damaged, defective, or incorrectly delivered goods at its own expense, provided that it is established the complaint is justified and that the Buyer did not influence the correctness, damage, or any defect of the goods. In the case of a justified complaint, the cost of replacing the product with a new one is fully borne by the Seller.

Unilateral termination of the contract
The Buyer has the right, without stating any reasons, to unilaterally terminate the distance sales contract concluded via the webshop within 14 days. The Buyer may do so by using the form for unilateral termination of the contract or by submitting any unambiguous written statement expressing the intention to terminate the contract, in which the Buyer will include the details listed in the electronic order confirmation. The Buyer must send the statement of contract termination to the Seller before the expiration of the termination period, either by email to info@vesna.hr or by mail to Vesna Loborika d.o.o., Loborika 31, 52206 Marčana, Croatia.

The 14-day period for unilateral termination starts on the day the goods that are the subject of the contract come into the possession of the Buyer or a third party designated by the Buyer who is not the carrier. If, under a single order, multiple items were ordered that are to be delivered separately, or if it is a matter of goods delivered in multiple parts or shipments, the 14-day period starts from the day the Buyer (or a designated third party not being the carrier) takes possession of the last item or shipment of goods.

If the Buyer unilaterally terminates the Contract, the Seller will refund all payments received from the Buyer, including delivery costs, without delay, and at the latest within 14 days from the day the Seller has received the Buyer’s decision on unilateral termination of the contract. Exceptionally, the Seller is not obliged to refund any additional costs that result from the Buyer’s explicit choice of a type of delivery different from the cheapest standard delivery offered by the Seller.

Unless the Seller has offered to collect the goods the Buyer is returning, the Seller will make the refund only after the goods have been returned, or after the Buyer has provided proof that the goods have been sent back, whichever occurs first.

The Seller must carry out the refund using the same means of payment used by the Buyer, unless the Buyer has explicitly agreed to another means of payment, and on the condition that the Buyer does not incur any additional costs for such a refund. For cash-on-delivery payments, the Seller will refund the amount paid for the returned product via bank transfer to the IBAN provided by the Buyer.

Unless the Seller has offered to collect the goods that the Buyer is returning, the Buyer must return the goods without delay and no later than 14 days from the day the Buyer informed the Seller of the decision to terminate the contract. It is deemed that the Buyer has met this deadline if, before its expiry, the Buyer sends the goods or hands them over to the Seller or to a person authorized by the Seller to receive the goods.

The Buyer bears the direct costs of returning the goods. The Buyer is responsible for any reduction in the value of the goods resulting from handling the goods other than what was necessary to establish the nature, characteristics, and functionality of the goods. The returned product must be in its original packaging with the declaration, the accompanying contents, and the invoice. Otherwise, the Seller will determine the percentage of reduction in the refund due to the decreased value of the returned goods.

The Buyer has no right to unilaterally terminate the contract if:
(i) the service contract, for which the consumer undertakes to pay the price, has been fully performed, and performance began with the consumer’s express prior consent and confirmation that they are aware of losing the right to unilaterally terminate the contract if the service is fully performed;
(ii) the subject of the contract is goods made to the Buyer’s specification or clearly tailored to the Buyer;
(iii) the subject of the contract is perishable goods or goods that quickly expire;
(iv) the subject of the contract is sealed goods that are not suitable for return due to health or hygiene reasons, if they were unsealed after delivery.

The form for unilateral termination of the contract is available here.

Statutory warranty for material defects of products
In the event of a material defect in the goods, the provisions of the applicable regulations governing liability for material defects of items shall apply.