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 expired goods
- delivery of goods that have a fault or damage
In the event of a justified complaint, the customer has the right to terminate the contract with a refund of the amount paid or exchange for a correct, undamaged and valid product.
L'ADRIA COSMETICS doo accepts the return of damaged, defective or wrongly delivered goods at its own expense, if it is determined that the complaint is justified and that the customer has not affected 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 L'ADRIA COSMETICS doo
The right to unilateral termination of the contract
The customer has the right, without giving reasons, to unilaterally terminate the contract concluded outside the business premises or concluded remotely within 14 days. The term begins to run from the day when the goods that are the subject of the contract are handed over to the buyer or a third party designated by the buyer, who is not the carrier. If with one order the buyer has ordered several pieces of goods that are to be delivered separately, that is, if it is a question of goods that are delivered in several pieces or in several shipments, the deadline begins to run from the day when it is delivered to the buyer or a third party specified by the buyer, who is not the carrier, handed over to the last piece or the last shipment of goods.
Before the expiration of the term for unilateral termination of the contract, the buyer is obliged to notify the trader about his decision to terminate the contract, using the form for unilateral termination of the contract or through any other unambiguous statement expressing his will to terminate the contract. The buyer is obliged to send declarations of termination of the contract before the expiry of the term 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 from the contract concluded outside the business premises and the contract concluded at a distance.
In case of termination of the contract, each party is obliged to return to the other what it received on the basis of the contract.
The buyer is not obliged to compensate any costs that would be a consequence of exercising his right to unilateral termination of the contract, except for those provided for in Article 76 and Article 77 of the Law on Consumer Protection.
If the buyer exercises his right to unilaterally terminate the contract, the merchant must, without delay, and no later than within 14 days from the day he received the notification of the buyer's decision to terminate the contract, return to the buyer everything he paid on the basis of the contract.
Exceptionally, the trader is not obliged to refund additional costs resulting from the buyer's explicit choice of a type of transport, which is different 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 him with proof that he sent the goods back to the seller, if the seller was informed of this before receiving the goods .
The merchant must refund the amount paid using the same means of payment used by the customer when paying, unless the customer expressly agrees to another means of payment, and assuming that the customer is not obliged to pay any additional costs for such a refund. In the case of cash on delivery, the merchant will return 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.
Unless the merchant has offered to pick up the goods returned by the buyer himself, the buyer must return the goods without delay, and no later than within 14 days from when he informed the merchant of his decision to terminate the contract. It is considered that the buyer has fulfilled his obligation on time if he sends the goods or hands them over to the trader or the person authorized by the trader to receive the goods before the expiry of the deadline.
The buyer must bear only the direct costs of returning the goods, unless the trader has agreed to bear these costs or if the trader has failed to inform the buyer that he is obliged to bear these costs.
If, in the case of a contract concluded off-premises, the goods were delivered to the buyer at his home at the time of the conclusion of the contract, the trader must collect 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 decrease in the value of the goods that is the result of handling the goods, except for that which was necessary to determine the nature, characteristics and functionality of the goods.
The buyer does not have the right to unilaterally terminate the contract if the subject of the contract is perishable goods or goods that quickly expire, or if 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. Also, the buyer does not have the right to unilaterally terminate the contract for services that the merchant has fully fulfilled, and the fulfillment began with the express prior consent of the buyer 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 fulfilled.
You can download the form on unilateral termination of the contract at English or Croatian language.