Delivery & return

Moje malo zlato
www.mojemalozlato.com
Delivery and return
The goods are delivered by a delivery company or by own transport. The goods are delivered on the whole territory of the Republic of Croatia. The costs of delivery will be given in the process of ordering, added to the amount of order and are paid by the Customer. The expenses accrued from return of the package back to the Seller due to untimely collecting of delivery, are born by the Customer.
The delivery costs are:

- for the territory of the Republic of Croatia - 25,00 kn.

Products will be packed in such a way that they cannot be damaged in transport by usual manipulation. At the time of acceptance of goods the Customer has to check the package for possible damages and complain immediately to the deliveryman, or, alternatively, refuse to accept the parcel which has visible damages. Later complaints of defects or damages of the goods will not be considered by the Seller.

The goods are insured against loss in the delivery. If even after 14 days from the submittance of the order the Customer has not received Seller's notification about the goods delivery, the Customer is obliged to inform the Seller in order for them to undertake action related to tracking the package.

Delivery may be carried out within 24 hours from Tuesday to Friday, during the working hours in case the order has been received by 10a.m.

On islands the delivery period may be prolonged.

Delivery is not done on Monday, because, among other things, we are dealing with daily-fresh products. If, for example, we receive the order on Friday after 10:00 and hand it to the delivery service, the product would be three days old until the delivery day.

The Seller retains the right not to deliver goods based on an order with incomplete/inaccurate data.

In case the Customer is not at home, a slip with the deliveryman contact data will be left for them in order for the delivery to be repeated.

Return and change

The Customer is entitled to return or change the goods. If it is the case of change of goods due to the Customer desire, they ship the product at their own expense. However, if the reason for the return of the product is its damage or defect, the expense is borne by the Seller.

Since these are certified gluten-free products, the package may not receive damages which would lead to direct product exposure to external effects.

If at the moment of product acceptance from the delivery service the Customer notices damages on the product, they need to complain to the deliveryman on the place of acceptance and also inform Razvojne strategije by email at info@razvojne-strategije.hr.

Pursuant to article 77 paragraph 5 of the Consumer Protection Act Customer is responsible for any reduction in the value of the purchased product which is the result of bought product handling. The returned product has to be free of any damages, must not have been used and needs to be packed in its original packaging with appropriate original labels, tags and product declaration. If the product has defects, the cost of return or change will be borne by the Seller. According to the Customer desire, the returned product will be changed or the money will be refunded to the Customer. Unless it is about an incorrect or damaged product, the cost of return/change of the product will be wholy borne by the Customer.

Possible damages and other obligations in the domain of delivery service may not be the responsibility of the Seller, but the Seller will, in agreement with delivery service, ensure the best possible Customer service.

Right to cancel order
Both the Seller and the Customer may use the right to cancel the agreement (order cancellation) before sending the goods for delivery, with refund of the previously paid money. In case the Seller cannot deliver the paid goods for any reason, the refund of money will be conducted within three (3) working days. In case the Customer decides to terminate the agreement (cancel the order) before the goods have been sent for delivery, the refund of money will be conducted within three (3) working days. In case the Customer decides to cancel the order after it has been sent for delivery, the refund of money will be conducted within three (3) working days from the return of the goods by the Customer, reduced by the delivery cost.
Customer complaints

The Customer may place a complaint by post to the address Razvojne strategije
d.o.o., Trg John F. Kennedy 6b, 10000 Zagreb, or by electronic mail to info@razvojne-strategije.hr.

In accordance with the Consumer Protection Act, in case of distant purchase (when there is no acceptance in person but the goods are rather sent through delivery service) the Customer has the right to terminate the agreement unilaterally without specifying the reasons for it, within the period of 14 days, by means of unambigously written statement.

In case of unilateral termination of the agreement the Seller will act in accordance with the Consumer Protection Act and the Civil Obligations Act. The refund of the paid amount will be conducted by the Seller after the goods have been returned. The Customer needs to return the goods without delay at least within 14 days since the unilateral termination of the agreement was announced.

According to the Consumer Protection Act, the Customer is obliged to bear direct costs of return of the goods if they are using the right to unilateral termination of the agreement, but the Customer can contact the Seller directly by phone +38515616934 or email at  info@razvojne-strategije.hr in order to agree on the method of the product return.

The Customer has the legal right to terminate the agreement unilaterally within 14 days without specifying the reason. In order to exercise the right to unilateral termination of the agreement, the Customer needs to notify the Seller about their decision before expiry of the term, by unambiguous statement sent by land mail or electronic mail, specifying in it their name and surname, address, telephone number, telefax or email address. The period for unilateral termination of the agreement is 14 days from the day:

(a) when the Customer or a third party, who is not a transporter, appointed by the Customer, is given the goods from the agreement into possession - in case of concluding purchase agreement;

(b) when the Customer or a third party appointed by the Customer, who is not a transporter, is given the last piece or the last shipment of goods into possession - in case of concluding purchase agreement referring to several pieces of goods which need to be delivered separately, or when the goods are delivered in several pieces or in several shipments;

(c) when the Custoumer or a third party, who is not a transporter, appointed by the Customer, is given into possession the first piece or the first shipment of goods - in case of a purchase agreement for a regular delivery of goods over a certain period of time.

The Seller will refund the money only upon the return of goods to them or after the Customer has provided the proof that they returned the goods. The Customer is obliged to return the goods to the Seller without unnecessary delay and the Customer is responsible for any reduction in value of the goods which is the result of handling the goods except the one which was necessary to determine the nature, characteristics and functionalities of the goods. The Customer bears the costs of return of goods directly.
In case of unilateral termination of the agreement by the Customer, the Seller is obliged without delay and not later than 14 days to conduct the refund of the money.

The refund is conducted in the same way it was paid in except in cases when the Customer agrees to a different way of money refund.

The Customer has no right to unilateral termination of the agreement in this section if:

  1. The Seller has fully executed the agreement and the execution was started by prior explicit Customer consent and by their confirmation that they are familiar with the fact that they have no right to unilateral termination of the agreement if the service has been fully executed
  2. The subject of the agreement are goods or services whose price depends on the changes on the financial market which are beyond the Seller's impact, and which can appear during the period of Customer rights to unilateral agreement termination
  3. The subject of the agreement are goods produced according to Customer specifications or goods which are clearly adapted to Customer
  4. The subject of the agreement are easily perishable goods or goods which expire soon
  5. The subject of the agreement are sealed goods which for health or hygienic reasonsare are not suitable for return in case they were damaged after delivery
  6. The subject of the agreement are goods which are due to their nature after delivery inseparably mixed with other things

The platform for online solving consumer problems (ORS Platform)

Article 14 paragraph 1 of the Directive (EU) br. 524/2013 about online solving consumer problems which has been in effect since 9 January 2016, provides obligation for the Sellers based in the European Union who take part in agreements of online purchase or services and online markets which have been established in the Union, to ensure an electronic link in easily accessible locations on their internet pages to the ORS Platform.

This means that if you come across a problem during the purchase within EU, you can place your complaint to the above link in the fastest and simpleast way. The Platform may be used by both consumers and sellers, and the complaint may be placed in any of the 23 official EU languages.
Link: Platforma za internetsko rješavanje sporova (ORS).