Returns and allowances

 Returns and Complaints:

a) The Seller guarantees the stated quality of the product.

b) The Seller is not responsible for materials in jewelry and costume jewelry that are unsuitable for allergic individuals. The Buyer must specify that they require a product made of hypoallergenic material. The Buyer must specify that they require products for small children or infants. The Seller is not responsible for materials that the Buyer has damaged through contact with sweat, alcohol, perfume, seawater, or any other chemical substance.

c) The Buyer has the right to return a product that was not ordered or a product later found to be damaged where the damage was not caused by transport.

d) If the damage to the product is caused by transport, the Buyer is entitled to a return of the product or a refund from the Seller.

e) The Seller will approve a product return if it is determined that the product is defective or damaged due to the Seller’s fault or transport, and will, after mutual agreement (by phone or e‑mail), offer the Buyer a new, correct product at no additional cost.

f) If the Buyer does not accept a new product, the Seller is obliged to refund the Buyer the amount paid, reduced by the cost of postage.

g) All complaints are valid only in writing, sent to the Seller’s address and signed by the Buyer, in accordance with Art. 10 of the Consumer Protection Act.

General provisions on contracts concluded outside business premises and distance contracts, Consumer Protection Act, Article 57:

(1) Before a consumer concludes a contract outside business premises, i.e., a distance contract, or is bound by an offer, the trader must inform the consumer in a clear and understandable manner about:

the main characteristics of the goods or services, to the extent appropriate for the goods or services and the medium used to convey the information;

its name and registered office, telephone number and, if available, e‑mail address;

if applicable, the name and registered office of the trader on whose behalf and/or for whose account it acts;

the geographical address of its place of business, or the geographical address of the trader’s place of business on whose behalf and/or for whose account it acts, to which the consumer may direct complaints, if that address differs from the registered office mentioned in point 2 of this article;

the retail price of the goods or services, and if the nature of the goods or services does not allow the price to be calculated in advance, the method of price calculation and, if applicable, any additional transport, delivery or postal costs, or that such costs may be charged if they cannot be reasonably calculated in advance;

the costs of using remote communication means for the purpose of concluding the contract, if those costs are not charged at the basic rate;

the payment terms, delivery terms for the goods or provision of the service, the delivery time for the goods or provision of the service and, if any, the method for handling consumer complaints by the trader.

the conditions, deadlines and procedure for exercising the right to unilateral termination of the contract as well as the form for unilateral termination of the contract pursuant to article 74, paragraph 1 of this Law, in cases where that right exists

that the consumer is obliged to bear the costs of returning goods in the event that they exercise their right to unilateral termination of the contract under article 72 of this Law, i.e., the costs of returning goods, in cases where, for contracts concluded at a distance, the goods cannot be returned by regular mail due to their nature

that, if the consumer exercises their right to unilateral termination of the contract under article 72 of this Law after having submitted a request in accordance with article 64 or article 70 of this Law, the consumer shall be required to pay the trader a reasonable portion of the price pursuant to article 77, paragraph 7 of this Law

that the consumer cannot exercise the right to unilateral termination of the contract under article 72 of this Law in cases where, based on article 79 of this Law, that right is excluded, i.e., the circumstances under which the consumer loses the right to unilateral termination of the contract

the existence of liability for material defects

the services or assistance offered to the consumer after sale and the terms of use of those services or assistance, if provided by the trader, as well as any warranties issued with the goods or service

the existence of appropriate trader conduct rules, as defined by article 5, point 18 of this Law

the term of the contract, if the contract is concluded for a fixed period, or the conditions for termination or rescission of a contract concluded for an indefinite period, or that is automatically renewed

the minimum period during which the consumer is bound by the contract, if any

the deposit or other financial security that the consumer is required to pay or obtain at the trader’s request, as well as the payment terms for that deposit, or the terms for obtaining other financial security

if applicable, the functionality of the digital content, including the necessary technical protection measures for that content

if applicable, the interoperability of the digital content with computer or software equipment that the trader knows or ought to know about

out‑of‑court dispute‑resolution mechanisms, or compensation systems, and how the consumer can use them.

(2) The provisions of paragraph 1 of this article also apply to contracts whose subject is digital content not delivered on a physical medium.

(3) The notices referred to in paragraph 1 of this article form an integral part of a contract concluded outside business premises or a distance contract and cannot be altered unless the parties have expressly agreed otherwise.

(4) If a contract concluded outside business premises or a distance contract is for an indefinite period or involves a subscription, the total price referred to in paragraph 1, point 5 of this article relates to the total costs in a single billing period.

(5) If a fixed fee is stipulated in the contract referred to in paragraph 4 of this article, the total price in paragraph 1, point 5 of this article also includes the total monthly costs.

(6) If, in the contract referred to in paragraph 4 of this article, the total price cannot be reasonably calculated in advance, the consumer must be informed of the method of price calculation.

(7) If the trader does not inform the consumer of additional costs provided for in paragraph 1, points 5 and 9 of this article, as well as paragraphs 4 to 6 of this article, the consumer is not obliged to bear those costs.

(8) The notice required by this article must be written in Croatian using the Latin alphabet, without excluding the simultaneous use of other languages.

Written complaint: