Online shopping and payment

Online purchases of Products can be made within the territory of the Republic of Croatia and within the territory of the countries within the European Union member states.

When using the https://benatur.eu website, Buyers are required to provide accurate, valid, and complete personal data, especially when filling out the registration form and when providing order and delivery information. Otherwise, the Seller is authorized to deny the Buyer access or fulfillment of the services offered to them and reserves the right to claim compensation for handling fees, transport costs, and other possible expenses incurred due to the fault of the Buyer who did not correctly fill in the order and delivery information. By placing an order in the Seller’s ordering system, the Buyer agrees to the Seller’s Terms of Business.

Order cancelation

If you wish to cancel an order, the Customer is required to notify the Seller exclusively in writing via email at info@benatur.eu. The order can only be canceled before it has been processed in the Seller’s system. If the processing or delivery process is already too far along, the order cannot be canceled.

Delivery

The Seller is not responsible for any potential delays in delivery, damages, or other obligations that fall within the delivery service’s (Courier) domain. However, in agreement with the Courier, the Seller will try to ensure top service for every customer. The Courier is solely responsible for all customer inquiries related to delivery. Once the Seller hands over the shipment to the Courier, it falls exclusively under the Courier’s jurisdiction and possession, no longer under the Seller’s. Therefore, the Courier is solely and exclusively responsible for all customer inquiries about delivery and delivery issues. The Buyer is obliged to track their shipment using the tracking number provided in the automatic order confirmation email as a link and to promptly contact the Courier without delay if any problems or ambiguities related to delivery arise. If the Buyer notices any damage upon receiving the goods, they are obliged to report the complaint to the delivery person on the spot and also notify the Seller in writing via Seller’s email: info@benatur.eu.

Upon delivery, along with the purchased Product, the Buyer signs a confirmation of receipt of the shipment, which they are obliged to sign unless there is a reason for a complaint. By signing the confirmation of receipt of the shipment, the Buyer confirms that he inspected the product upon collection, that the Product was received without external visible damage, that it quantitatively and qualitatively matches the products on the invoice, and that all documents required by law were delivered with the products.

Complaints and refunds

If for any reason you do not like the product(s) you received or product(s) do not meet your expectations, we offer the possibility of returning the funds in accordance with legal conditions and deadlines. The deadline for returning the product is 14 days. The costs of delivery and return of the goods in this case are borne by the Buyer. Sale items cannot be returned. The product you are returning must not be used and must be in its original undamaged packaging.

If the Buyer, upon inspecting the delivered products as described above, finds a reason for complaint, they must immediately report the issue to the delivery person and return the shipment to them. Complaints reported after the delivery of the Products will not be accepted by the Seller. Subsequent complaints related to broken bottles, faulty pumps, etc., will not be accepted by the Seller. The Buyer is obligated to inform the Seller of this in writing via email info@benatur.eu.

When picking up the delivered Product, the Customer is obliged to inspect the delivered product to check whether there are any visible external damages on the shipment and/or on the products themselves that are inside the shipment and immediately report them to the delivery worker, and refuse to pick up the delivered products on which they are visible damage. In this case, the customer has the right to a refund or replacement of the product.

If the product has a hidden defect that could not be detected by a normal inspection when picking up the item, which the buyer determines after opening the product – the buyer has the right to a refund or exchange of the product within 7 days of receiving the product and is obliged to inform the Seller about this in writing at email address: info@benatur.eu.

Failed delivery attempt

If the Buyer or the authorized recipient is not at the delivery address at the time of delivery, the goods will be temporarily held at the post office or at the local/regional unit of the courier service, and the Buyer will be notified of this with accurate information and a phone number where he can reschedule his delivery. The Buyer is responsible for tracking their shipment using the tracking number provided in the automatic order confirmation email they received when placing the order. They are also responsible for promptly contacting the Courier if any issues or uncertainties arise regarding the delivery. This is to arrange delivery time and address details, ensuring the shipment isn’t returned to the Seller’s address. In the event that the shipment cannot be delivered to the Buyer for reasons that are not the responsibility of the Courier or the Seller (the Buyer entered the wrong personal data during the creation of the order, did not successfully reschedule the delivery with the Courier, was not present at the delivery address more than 2 times, did not picked up the shipment on time from the PUDO location, etc.), the seller reserves the right to demand compensation for the costs of manipulation, transport and other possible costs.

Wrongly delivered product

In cases where a product different from the one he purchased was delivered to the Customer, he has the right to deliver the ordered Product, and if this is not possible, the Customer has the right to a refund in the amount of the Product price paid, the delivery price and reimbursement of costs in the case of Product return, and is obliged to return the wrongly delivered Product.

Refusal to accept the package

In the event that the Buyer does not take over the product or refuses to take over the product without a valid reason, the Seller reserves the right to demand compensation for the costs of manipulation, transport and other possible costs.