PRODUCT RETURN, REPLACEMENT AND COMPLAINTS

RETURNING PRODUCTS

All web shop buyers may return any goods (unilateral Contract termination) in keeping with the law. The Buyer is required to inform the Seller of contract cancellation in writing. The Buyer may do so by online form or by mail using the form prescribed by the Ordinance on Consumers’ Right to Unilateral Termination of Distance Contracts and Contracts Concluded Outside Business Premises.

A contract shall be considered cancelled upon receipt of a corresponding written notice by the Seller (by e-mail or regular mail).

The Buyer may return the products within 14 workdays from delivery at his/her own expense.

The return of products is only allowed if goods are in an appropriate condition (unused, unworn and undamaged) and in their original packaging. Otherwise, the products shall be returned to the Buyer who shall meet delivery costs.

The Seller undertakes to refund to the Buyer the entire paid in amount (plus legal default interest at an interest rate charged by the business bank with which the transaction account was opened) within fourteen (14) workdays from the receipt of the written termination notice.

 

Contract termination form

Boxes marked with an asterisk (*) are mandatory.

    Buyer's data


    Data on the purchase


    Contract cancellation

     

    We will send you a confirmation of the receipt of the unilateral termination notice without delay, by e-mail.

    REPLACEMENT

    All Buyers are entitled to the replacement of goods, providing they pay delivery costs. Buyers are required to request replacement by sending an e-mail with the subject: REPLACEMENT: ORDER NUMBER, within 14 workdays from consignment receipt. They must indicate whether they want to replace the product with the same product of a different size or colour or another product from our offer. The product is then returned to our address within 2 workdays from request approval. Where the returned product meets the conditions for replacement, the replacement will take place. If a product is exchanged for a product of greater value, prior payment of such outstanding amount will be requested. Replacement for a product of lesser value is not possible.

    The replacement of products is only allowed if goods are in an appropriate condition (unused, unworn and undamaged) and in their original packaging.

    The costs of delivery of the replacement product shall be met by the Buyer.

    COMPLAINTS

    Buyers are entitled to submit a complaint within the legally prescribed period. Complaints are required to be submitted in written form, by e-mail to info@ssw.hr with subject: COMPLAINT UNDER ORDER (order no.). In case of complaint, Buyers are required to return the product to the address of the Seller within the deadline agreed with the Seller. Complaints shall be considered valid if product inspection shows that a complaint meets the requirements for complaint under the Obligatory Relations Act and the Consumer Protection Act. The Seller is required to replace the product or refund the entire paid in amount within 15 days from the date of receipt of a valid complaint.

    If a complaint is found to be invalid, i.e. if we reject the complaint, the product will be returned to the Buyer, who shall pay delivery costs. ProService d.o.o. as the Seller is liable for material defects of the products in accordance with the provisions of the Obligatory Relations Act. Invoice is a document through which a Buyer may realize his/her rights.