Complaints / Returns
The seller undertakes to deliver a product that is correct and corresponds to the description given on the website of the Internet store.
The image that accompanies the product does not necessarily correspond to the actual appearance of the product and the customer cannot take it as a basis for a complaint.
Liability for material shortages of products is regulated by Articles 400 to 422 of the Civil Obligations Act (Official Gazette, Nos. 35/05, 41/08, 125/11).
After the complaint (by phone or in writing), the buyer sends the defective product to the seller by post with an invoice, to the address: Bilijun Partner doo; Petrovaradinska 1c, 10000 ZAGREB.
The seller undertakes to replace the defective product with a correct one as soon as possible, and within 14 days at the latest. The costs of delivery of a new correct product to the buyer's address are borne by the seller.
The buyer has the right to return the item if he was delivered an item that he did not order (the item does not meet the specifications of the item that the customer ordered). In this case, the item ordered by the buyer is sent to him again (at the seller's expense), and the costs paid by the buyer for sending the returned goods to the seller are refunded.
In case of impossibility of delivery of another item or elimination of defects, the Seller will reimburse the Buyer for his total postage costs of returning the item (costs of sending the item to the buyer and the cost of returning the item from the buyer), and the value paid from the buyer.
Complaints are made for goods that are delivered incorrectly or incomplete due to some defects that occurred before or after packaging, but not by the buyer.
Refunds are made in the manner in which the payment was made, ie by payment to the account if the payment was made by cash on delivery, and only after receipt of the returned goods.
For all complaints, please contact us:
• by phone: 385 1 4811345
• via e-mail: firstname.lastname@example.org
If you change your mind, you can return the ordered goods without explanation, and you can cancel the order before it is sent to the delivery address. Notice of return and / or cancellation of ordered items is sent to our customer support by phone: +385 1 4811 345 or via e-mail: email@example.com .
If you ordered and received the goods at the address, but still would like something else, the replacement cannot be made in the classic way '1 for 1', but in accordance with the provisions of Article 74, paragraph 2 of the Consumer Protection Act (Official Gazette 41 / 14) it is necessary to unilaterally terminate the Purchase Agreement with the eventual return of the item.
Instructions for unilateral termination of the Agreement
You can terminate the contract unilaterally 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 to the address: "Bilijun Partner doo; Petrovaradinska 1c, 10000 Zagreb or by e-mail to firstname.lastname@example.org, where you will state your name, address, telephone number, fax or e-mail address, and you can use the attached example of the form " Form for unilateral termination of the contract ".
- Calculation of the deadline for unilateral termination of the contract
The deadline for unilateral termination of the contract is 14 days from the day when the goods subject to the contract were handed over to you or to a third party designated by you, who is not a carrier.
- Refund of the amount paid
If you unilaterally terminate this Agreement, we will refund the money we received from you, including delivery costs, without delay, and no later than 14 days from the date we received your decision to unilaterally terminate the Agreement.
The refund will be made in the same way as you made the payment. In the event that you agree otherwise to a refund, you will not incur any costs in relation to the refund.
We can only refund the money after the goods are returned to us or after you provide us with proof that you have sent the goods back to us.
- Return of goods
Return the goods or hand them over to us at the address: “Bilijun Partner doo; Petrovaradinska 1c, 10000 Zagreb, without undue delay, and in any case no later than 14 days from the day you sent us your decision to unilaterally terminate the contract.
It is considered that you have fulfilled your obligation on time if you send or hand over the goods to us, or to the person we are authorized to receive the goods, before the expiration of the above-mentioned deadline.
- Refund costs rboth
The direct costs of returning the goods are borne by the buyer.
- Consumer responsibility for impairment of goods
You are responsible for any impairment of the goods resulting from the handling of the goods, other than that which was necessary to determine the nature, characteristics and functionality of the goods.
You can fill in and send a copy of the unilateral termination form on our website electronically.
Confirmation of receipt of notification of unilateral termination of the contract will be sent to you, without delay, by e-mail.
Online consumer dispute resolution
In accordance with European Union regulations, the Be Natur web store participates in resolving consumer disputes for products and services purchased online, which customers can submit online.
European Union Regulation no. 524/2013. on the Online Dispute Resolution platform has been in force since 9 January 2016.
Article 14 (1) of that Regulation requires merchants established in the European Union who participate in online sales contracts to provide an electronic link to the ORS Platform in an easily accessible place on their websites. The Online Consumer Dispute Resolution Platform (ORS Platform) launched on 15 February 2016.
In addition to the above provisions, below is an electronic link: