Returns and complaints

RETURN/CLAIM OF GOODS

If the buyer is dissatisfied for any reason, he can send a complaint to the Seller (PLEXI, joint venture for production and services, owned by Zoran and Ivana Ralević) via e-mail to: info@different-shop.hr or in writing to the address: PLEXI, Put Kave 2d, Kaštel Sućurac, Croatia.
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 that did not occur during transport
The seller will confirm the receipt of the complaint in writing without delay, and we will send the answer in accordance with the Law on Consumer Protection to the Buyer within 15 (fifteen) days from the day the complaint was received.
The seller will accept the full return of damaged, defective or wrongly delivered goods at his own expense, if it is determined that the complaint is justified and that the buyer has not affected the correctness, damage or any defect of the goods.
In the event of a justified complaint, the Customer has the right to terminate the contract with a refund of the amount paid or a replacement for a correct, undamaged and valid product.
In case of inability to deliver other goods, the Seller will compensate the buyer for his costs of returning the goods and the value of the goods that he is no longer able to deliver.
The customer has no right to return products that have been opened/used. All the goods we sell are properly stored in their original packaging. The expiration date marked on the packaging is valid only if it is stored correctly, as indicated on the declaration.

ELECTRONIC COMMUNICATION

By visiting and using www.different-shop.hr, you accept communication via electronic means. You hereby accept that all agreements, notices, announcements and other content delivered to you electronically meet the legal framework as if they were made in writing. If the visitor or user does not have an e-mail address or enters an incorrect one or cannot receive e-mail due to technical reasons, the seller is not obliged to try to inform the user in any other way about the order itself, nor about any other details related to the order, delivery, payment, return funds, complaints and the like. By choosing the Newsletter signup option, you give us your consent to electronically include you in our marketing and other activities that were listed in the Newsletter signup.

There are no costs for means of remote communication.

NOTICE ON HOW TO SUBMIT A CONSUMER COMPLAINT

Pursuant to Art. 10, paragraph 3 of the Act on Consumer Protection (Official Gazette, No. 41/14, 110/15), we inform consumers that they can submit complaints expressing their dissatisfaction with the purchased product or the quality of the service provided in writing, and they will be confirmed in writing without delay of the receipt of that objection. Objections can also be submitted in writing to the address: PLEXI, Put Kave 2d, Kaštel Sućurac, Croatia or by email to: info@different-shop.hr

We will respond to a written consumer complaint no later than 15 days from the day of receipt of the complaint, so please provide us with your contact address for the delivery of the response in your complaint.

Download the complaint form HERE

CONTRACT DURATION

The contract concluded by the consumer for the purchase and sale of products and services is a one-time contract that is consummated by the delivery of goods or services by the merchant and by the payment made by the consumer, and in case it is not terminated. These General Terms and Conditions are an integral part of the concluded Consumer and Merchant Agreement.

UNILATERAL TERMINATION OF THE AGREEMENT

You can fill out a copy of the form for unilateral termination of the contract on our website and send it to us by e-mail.

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

INSTRUCTIONS FOR UNILATERAL TERMINATION OF THE CONTRACT

1. Calculation of the deadline for unilateral termination of the contract

You can unilaterally terminate the contract within 14 days without giving a reason.

In order to be able to exercise the right to unilaterally terminate this Agreement, you must notify us of your decision to unilaterally terminate the Agreement before the expiration of the term by an unequivocal statement sent by mail or electronic mail, in which you will state your name and surname, address, telephone number, telefax or e-mail address, and you can also use the attached sample form for unilateral termination of the contract, which is located at the bottom of the page.

The deadline for unilateral termination is 14 days from the day when the goods that are the subject of the contract were handed over to you or to a third party designated by you, who is not the carrier.

2. Refund of the paid amount

We can issue a refund only after the goods have been returned to us or after you provide us with proof that you sent the goods back to us.

3. Return of goods

Return the goods or hand them over to us without undue delay, and in any case no later than within 14 days from the day you sent us your decision to unilaterally terminate the contract

4. Costs of returning goods

You must bear the direct costs of returning the goods yourself.

5. Consumer responsibility for the reduction of the value of the goods

You are responsible for any reduction in the value of the goods resulting from the handling of the goods, except that which was necessary to determine the nature, characteristics and functionality of the goods.

The right to unilateral termination of the contract is excluded in the cases specified in Article 74 of the Law on Consumer Protection. Complete information related to the right of customers to unilaterally terminate the contract can be found at the link Consumer Protection Act.

Download the form for unilateral contract termination HERE

The consumer, in accordance with the provisions of Art. 79 of the Consumer Protection Act does not have the right to unilaterally terminate the contract if:

1. the service contract was fully fulfilled by the merchant, and the fulfillment began with the explicit prior consent of the consumer 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
2. the object of the contract is goods or services whose price depends on changes in the financial market that are beyond the trader's influence, and which may occur during the duration of the consumer's right to unilaterally terminate the contract
3. the subject of the contract is goods that are made according to the consumer's specification or that are clearly adapted to the consumer
4. the subject of the contract is easily perishable goods or goods that quickly expire
5. 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
6. the subject of the contract is goods which, due to their nature, are inseparably mixed with other things after delivery
7. the subject of the contract is the delivery of alcoholic beverages, the price of which is agreed upon at the time of signing the contract, and the delivery can only take place after 30 days, if the price depends on changes in the market that are beyond the trader's influence
8. the consumer has specifically requested a visit from the trader to carry out emergency repairs or maintenance work, with the proviso that if during such a visit, in addition to the services that the consumer expressly requested, the trader also provides some other services, i.e. delivers some other goods other than those necessary for the performance emergency repairs or maintenance work, the consumer has the right to unilaterally terminate the contract in relation to these additional services or goods
9. the subject of the contract is the delivery of sealed audio or video recordings, or computer programs, which were unsealed after delivery
10. the subject of the contract is the delivery of newspapers, periodicals or magazines, with the exception of subscription contracts for such publications
11. contract concluded at a public auction
12. the subject of the contract is the provision of accommodation services that are not intended for housing, the provision of goods transport services, vehicle rental services, food and beverage delivery services or leisure-related services, if it is agreed that the service will be provided on a specific date or in a specific period
13. the subject of the contract is the delivery of digital content that was not delivered on a physical medium if the fulfillment of the contract began with the explicit prior consent of the consumer and with his confirmation that he is aware of the fact that he will thereby lose the right to unilaterally terminate the contract.

RESPONSIBILITY FOR MATERIAL DEFECTS OF THE PRODUCT

Pursuant to the Consumer Protection Act (Official Gazette No. 41/14, 110/15, 14/19), the provisions of the Obligatory Relationships Act (Official Gazette 35/05, 41 /08, 125/11, 78/15) on liability for material defects. The consumer is obliged to inform the seller about the existence of visible defects without delay and at the latest within two months from the day he discovered the defect. As the seller, we are responsible for the material defects of the item that it had at the time of the transfer of risk to the buyer, as well as for those material defects that appear after the transfer of risk to the buyer if they are the result of a cause that existed before that. We are not responsible for the material defect of the sold item that becomes apparent after two years have passed since the sale of the item.

DISPUTE RESOLUTION

Out-of-court settlement of consumer disputes:

In case of a dispute between a consumer and a trader, the consumer can submit a complaint to the Court of Honor of the Croatian Chamber of Commerce or a proposal for conciliation at the conciliation centers.
The proceedings before the courts of honor referred to in paragraph 1 of this article are conducted in accordance with the Rulebook on the Court of Honor at the Croatian Chamber of Commerce and the Rulebook of the Court of Honor at the Croatian Chamber of Crafts, which stipulate that the members of the councils of these courts, in addition to independent legal experts and representatives of traders, are also consumer representatives .

Conciliation before the conciliation centers referred to in paragraph 1 of this article is conducted in accordance with the provisions of the Law on Conciliation, and in accordance with the Ordinance on conciliation of the conciliation center referred to in paragraph 1 of this article.
The Croatian Chamber of Commerce and the Croatian Chamber of Crafts will, with the consent of the minister responsible for consumer protection, make decisions on costs in proceedings before the Court of Honor of the Croatian Chamber of Commerce and the Court of Honor of the Croatian Chamber of Crafts.

Online dispute resolution:

The resolution of disputes arising from online purchases is also possible through the authorized body of the European Commission for dispute resolution (ODR - online dispute resolution) via the following link ec.europa.eu/consumers/odr.

This means that a problem during an online purchase within the EU (defective product, inability to exchange a product, etc.) you can file your complaint in a faster and simpler way at the link above, and the complaint can be filed in any of the 23 official languages of the EU.

We will try to resolve all possible disputes peacefully and by agreement, and in case of dispute, the court in Zagreb has jurisdiction.