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Returns, replacements and complaints

COMPLAINTS AND RETURNS

The Buyer has the right to a justified complaint and return of goods in the following cases:

  • Delivery of goods that were not ordered
  • Delivery of goods with defects or damage that did not occur in transport

The term for lodging a complaint is 8 days from the receipt of the package.

The Buyer is to send the complaint to e-mail reklamacije@ETO-design.hr under the title REKLAMACIJA PO NARUDŽBI (no. of order).

ETO-design will confirm the receipt of the complaint in writing straightaway, and according to article 10, page 5 of the Consumer Protection Law, their reply has to be received within 15 (fifteen) days of the complaint.

In the event of a justified complaint, the Buyer has the right to terminate the contract and a refund or an exchange for an undamaged and valid product.

ETO-design will accept the return of delivered goods at their own cost in the event that the complaint is justified and that the Buyer did not interfere with the validity, damage or any defect of the product. In the event of a justified complaint, the cost of exchange of the product with a new one will be covered entirely by ETO-design.

We do not accept the return of valid used goods.

THE RIGHT TO A ONE-SIDED TERMINATION OF CONTRACT CONCLUDED OUTSIDE OFFICE PREMISSES OR CONCLUDED LONG-DISTANCE

The Consumer can, without stating a reason, unilaterally terminate this contract within 14 days of its conclusion or receipt.

The right to a one-sided termination of agreement starts from the date of delivery, that is, the date of personal collection of the shipment.

In order to achieve their right to a one-sided termination of contract, the Consumer has to notify the Seller in writing about the termination. The notice has to be written on a permanent medium and contain the data given below, and can be delivered as a letter sent by post or as e-mail.

Should the Consumer be making use of their one-sided termination, they will not bear any related costs except for the direct costs of the return of goods and that of the impairment of goods.

The refund can be effectuated only once the goods have been returned or once we receive proof that the goods have been posted to us.

A copy of the form for the one-sided termination of contract can be filled in and sent electronically.

We shall send you a receipt of a one-sided termination of contract straightaway by e-mail.

Notification of a one-sided termination of contract for A1 format j.d.o.o., D. Bazjanca 29, 10000 Zagreb, reklamacije@ETO-design.hr,

I, _________________________________________________ (name and surname of Consumer) from ___________________________________________________ (address of Consumer: town, street, number) state here that I am unilaterally terminating the agreement about the purchase of the following goods: ____________________________________________________________ (fill in the name of the product) according to the invoice no. or order no. ____________________ (fill in the number of the document) received on _____________________. (fill in date)

In _____________________ (town/place) on _____________________. (date).

__________________________ Signature of Consumer (only if this form is filled in on paper).

WRITTEN COMPLAINT OF THE CONSUMER

In the event that for whatever reason you are unhappy, you can send a complaint to the firm A1 format j.d.o.o..
A1 format j.d.o.o. allows for written complaints sent by registered mail to the address A1 format j.d.o.o., D. Bazjanca 29, 10000 Zagreb or by e-mail to reklamacije@ETO-design.hr

Please state the order number, the invoice number or your e-mail address in order for us to find the actual order about which you have a complaint. A1 format j.d.o.o. will confirm the receipt of your complaint in writing without delay, and by Law the reply has to reach you within 15 (fifteen) days of the receipt of your complaint.

DISPUTE RESOLUTION ONLINE

By special EU regulation of 15.02.2016, it will be possible to resolve disputes connected to online purchases throughout the EU on the ODR platform, which you can access here: https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=HR

This means that should you come across a problem during online shopping within the EU (defective product, inability to replace products etc.) you can send your complaint in a faster and easier way to the above link.

The platform may be used by both consumers and merchants, and the complaint can be sent in any of the 23 official EU languages.

COMPLAINTS AND RETURNS

The Buyer has the right to a justified complaint and return of goods in the following cases:

Delivery of goods that were not ordered

Delivery of goods with defects or damage that did not occur in transport

The term for lodging a complaint is 8 days from the receipt of the package.

The Buyer is to send the complaint to e-mail reklamacije@ETO-design.hr under the title REKLAMACIJA PO NARUDŽBI (no. of order).

ETO-design will confirm the receipt of the complaint in writing straightaway, and according to article 10, page 5 of the Consumer Protection Law, their reply has to be received within 15 (fifteen) days of the complaint.

In the event of a justified complaint, the Buyer has the right to terminate the contract and a refund or an exchange for an undamaged and valid product.

ETO-design will accept the return of delivered goods at their own cost in the event that the complaint is justified and that the Buyer did not interfere with the validity, damage or any defect of the product. In the event of a justified complaint, the cost of exchange of the product with a new one will be covered entirely by ETO-design.

We do not accept the return of valid used goods.

THE RIGHT TO A ONE-SIDED TERMINATION OF CONTRACT CONCLUDED OUTSIDE OFFICE PREMISSES OR CONCLUDED LONG-DISTANCE

The Consumer can, without stating a reason, unilaterally terminate this contract within 14 days of its conclusion or receipt.

The right to a one-sided termination of agreement starts from the date of delivery, that is, the date of personal collection of the shipment.

In order to achieve their right to a one-sided termination of contract, the Consumer has to notify the Seller in writing about the termination. The notice has to be written on a permanent medium and contain the data given below, and can be delivered as a letter sent by post or as e-mail.

Should the Consumer be making use of their one-sided termination, they will not bear any related costs except for the direct costs of the return of goods and that of the impairment of goods.

The refund can be effectuated only once the goods have been returned or once we receive proof that the goods have been posted to us.

A copy of the form for the one-sided termination of contract can be filled in and sent electronically.

We shall send you a receipt of a one-sided termination of contract straightaway by e-mail.

Notification of a one-sided termination of contract for A1 format j.d.o.o., D. Bazjanca 29, 10000 Zagreb, reklamacije@ETO-design.hr,

I, _________________________________________________ (name and surname of Consumer) from ___________________________________________________ (address of Consumer: town, street, number) state here that I am unilaterally terminating the agreement about the purchase of the following goods: ____________________________________________________________ (fill in the name of the product) according to the invoice no. or order no. ____________________ (fill in the number of the document) received on _____________________. (fill in date)

In _____________________ (town/place) on _____________________. (date).

__________________________ Signature of Consumer (only if this form is filled in on paper).

WRITTEN COMPLAINT OF THE CONSUMER

In the event that for whatever reason you are unhappy, you can send a complaint to the firm A1 format j.d.o.o..
A1 format j.d.o.o. allows for written complaints sent by registered mail to the address A1 format j.d.o.o., D. Bazjanca 29, 10000 Zagreb or by e-mail to reklamacije@ETO-design.hr

Please state the order number, the invoice number or your e-mail address in order for us to find the actual order about which you have a complaint. A1 format j.d.o.o. will confirm the receipt of your complaint in writing without delay, and by Law the reply has to reach you within 15 (fifteen) days of the receipt of your complaint.

DISPUTE RESOLUTION ONLINE

By special EU regulation of 15.02.2016, it will be possible to resolve disputes connected to online purchases throughout the EU on the ODR platform, which you can access here: https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=HR

This means that should you come across a problem during online shopping within the EU (defective product, inability to replace products etc.) you can send your complaint in a faster and easier way to the above link.

The platform may be used by both consumers and merchants, and the complaint can be sent in any of the 23 official EU languages.