Zlatarna Marić operates in accordance with the Consumer Protection Act, a law of the Republic of Croatia that protects the basic rights of consumers when purchasing products and services.
Termination of the Sales Contract
As stated in the General Terms of Use of the Web Store, the buyer has the right to terminate the sales contract within 14 days from the date of receiving the goods or after placing the order if they have changed their mind before the goods are delivered.
To exercise the right to unilaterally terminate the sales contract, you must submit a properly completed Form for Unilateral Termination of Contract along with the original invoice before the expiration of the specified period. The form can be sent in the package along with the goods to the address: Zagreb, Ozaljska Street 27, or via email to [email protected].
In the event of contract termination, each party is obliged to return what was received under the contract. According to Article 72 of the Consumer Protection Act, you are required to return the received goods to the address: Ozaljska 27, Zagreb. You are responsible for covering the costs of returning the goods.
A prerequisite for unilateral termination of the contract is that the goods have not been used and are in their original packaging, including the original tags. Once we receive the returned goods, we will assess their condition. If we determine that the goods have been used or the value has been diminished, the contract cannot be terminated, and your payment will not be refunded.
No later than 14 days from the date we receive your notice of the decision to terminate the contract, provided you have fulfilled your obligation to return the delivered goods, we will refund your payment using the same payment method you used for the order.
We do not refund additional costs resulting from your explicit choice of a type of delivery, nor any other costs associated with the return process. We are also unable to accept shipments sent cash-on-delivery.
Exchange of Items for a Different Size
If, after receiving the goods, you find that you like the item but the size you ordered does not fit, and you wish to exchange it for the same item in a different size, you can do so as follows:
Contact us at [email protected] and inform us of your request. We will check if the desired item is available in the requested size. If the item is available, the item you wish to exchange, along with the original invoice, must be packaged and returned to the address: Ozaljska Street 27, Zagreb. After receiving the item, we will assess its condition and, accordingly, exchange it for the desired size.
The exchange is possible only if the goods have not been used and are in their original packaging, including the original tags.
Product Complaints
If you notice a defect in the product, you have the right to file a complaint or claim within the legal period according to the Consumer Protection Act.
In accordance with Article 10 of the Consumer Protection Act, we allow you to submit complaints via email at [email protected] or by mail to Ozaljska Street 27, Zagreb. We will respond to all received complaints as soon as possible, but no later than 15 days from the date of receipt, and resolve your complaint in the most favorable way possible.
In case of a complaint, the return will be processed by sending a delivery service to your address, who will collect the package and return it to our office.
A complaint will be considered valid if, upon inspection of the product and, if necessary, further expertise, it is determined that it meets the conditions for a complaint in accordance with the Obligations Act and the Consumer Protection Act.
If the complaint is valid, we will, at our expense, replace the product with an identical one without defects or refund the full amount paid for the product, including delivery costs.
If the complaint is not valid, i.e., if the consumer’s claim is rejected, the buyer who submitted the complaint will bear the cost of returning the purchased product to the buyer’s address.