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COMPLAINTS

In accordance with the provisions of Article 10 of the Consumer Protection Act, the Seller enables the Customer to submit a written complaint. A written complaint can be submitted at the Seller’s business premises at the address Petrovaradinska 9a, 10 000 Zagreb, Croatia, or by post or by e-mail at [email protected].

A written complaint can be submitted at the Seller’s business premises at the address Petrovaradinska 9a, 10 000 Zagreb, Croatia, or by post or by e-mail at

The Customer can also submit a written complain to the Seller through the platform for out-of-court dispute resolution, a the link https://europa.eu/youreurope/citizens/consumers/consumers-dispute-resolution/out-of-court-procedures/index_hr.htm.

After filing a complaint through the out-of-court dispute resolution platform, it will automatically be forwarded to the Seller. If the dispute between the Seller and the Customer cannot be resolved by submitting a written complaint, the Seller may propose to the Customer to resolve the dispute out of court, before one of the bodies for alternative resolution of consumer disputes, in accordance with the provisions of the Act on Alternative Resolution of Consumer Disputes (Official Gazette 121/16, 32/19. If the Seller agrees to participate in the out-of-court dispute resolution process, it will propose one or more dispute resolution bodies that can handle the Customer’s complaint. Participation in the out-of-court dispute resolution process is not mandatory and depends solely on the consent of all parties to the dispute.

In the event that the Seller and the Customer do not resolve the dispute peacefully and/or out of court, the court in Zagreb will be competent for disputes between the Seller and the Customer.

RIGHT TO UNILATERAL CONTRACT TERMINATION

The Consumer has the right to unilateral terminate the contract without giving reasons for the same. The Consumer has the right to terminate the contract within a period of 14 calendar days from the date of conclusion of the contract, if it was concluded outside the business premises of the Seller, i.e. at a distance. Before the expiration of the 14-day period, the Consumer must send a field form for unilateral termination, which is available HERE, to the email address [email protected]. The Seller will, without delay, confirm to the Consumer that he has received his statement on unilateral termination of the contract and will cancel the issued Wellness gift voucher and return the money paid to the Customer, within 14 days from the date of receipt of the statement on termination of the contract.

NOTE: The Customer has no right to terminate the contract and refund if the Wellness gift voucher has been used.

There are certain situations in which the consumer’s does not have the right to unilateral contract termination. For example, when:

    1. if the trader has fully performed the service contract, and the performance has begun with the consumer’s prior express consent
    2. if the subject-matter of the contract is the supply of goods or services for which the price is dependent on fluctuations in the financial market which cannot be controlled by the trader
    3. if the contract concluded at a public auction
    4. if the subject of the contract is the provision of services related to free time, if it is agreed that the service will be provided on a certain date or in a certain period.

This Right to unilateral contract termination do not apply if the Customer is legal entity. Then is valid the Law on Obligations and the Law on Electronic Commerce.

ADDITIONAL INFORMATION

The Purchase Conditions represent a complete agreement between the Seller and the User, realted to the use of this Webshop, i.e. the purchase of a Wellness gift package through the Webshop, and it is not possible to change or adapt them, except in writing.

In case of that any provision of the Purchase Conditions is wholly or partially unenforceable or invalid, that provision is considered not to be part of the Purchase Conditions, and does not affect the validity and enforceability of the remaining provisions of the Purchase Conditions. An unenforceable or invalid provision is replaced by a provision that most closely achieves the purpose of the invalid provision.

The User may not transfer the rights and obligations from the concluded contract and these Purchase Conditions to third parties, without the prior written consent of the Seller.

The Conditions Purchase are valid from 01.05.2022. and further.

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