Claims and Return of Products
Please read the rules of delivery and acceptance of products from the delivery person in the section Delivery Method and Price, in order to avoid unjustified claims.
In case of a claim, please contact us within two days after receiving the package. In case of returns of products, the Consumer must send a justified claim by e-mail to info@hipokras, in writing to Mitrowin d.o.o. Bilogorska 12, 10000 Zagreb, Republic of Croatia or by calling the number +385 95 9113911. In order to determine the concrete claim as soon as possible, we ask the customers to indicate the order number, the invoice number and their personal information. The Seller will confirm the receipt of the claim in writing without delay. Pursuant to Art. 10, para. 5 of the Consumer Protection Act, the answer must be given within 15 (fifteen) business days following the receipt of the claim. The claim will not be processed without the order number, the invoice number and the customer’s personal information. If the claim is found to be justified, without the Consumer affecting the functionality, damage or any defect on the product or package, the Seller will fully bear all the costs of returning the product through a delivery company and replacing it with a new product. The Consumer shall return the complete products, as delivered to him/her in the original packaging – commercial and delivery packaging within eight days. All markings that show that the products were not used or damages shall not be removed or damaged. The Consumer is entitled to a claim and return of products in the following cases:
- Delivery of goods that were not ordered;
- Delivery of goods with defects or damage, not caused during transport;
- Delivery of goods after their expiration date.
If a product has a hidden defect (which could not be discovered during examination upon delivery), determined by the Consumer after opening the package – the Consumer is entitled to a unilateral contract termination and product replacement, defect remedy, price decrease or refund.
The Seller determines the conditions of return – percentages of amount deduction to be refunded to the Consumer following the product’s decrease in value.
1. Percentage of amount deduction to be refunded considering the condition of the original packaging of the returned product:
Condition of the packaging
Intact packaging Damaged packaging Without the original packaging
0% 10% 20%
Food, cosmetics and other sealed products which, due to health or hygiene reasons are not suitable for return: No return in accordance with the law.
2. Percentage of amount deduction to be refunded considering the condition of the returned product:
Condition of the product
Product in the original package: 0%
Opened, used, damaged product: 100%
Food, cosmetics and other sealed products which, due to health or hygiene reasons are not suitable for return: No return in accordance with the law.
Notices on the status and method of resolving the claim for the returned product (product replacement, defect remedy, price reduction or refund shall be the same as the payment was made) will be sent to the Consumer by e-mail within 10 days following the delivery of the returned product to the Seller.
The Consumer must confirm the approval of the status and method of resolving the claim in writing. After the receipt of the written confirmation on the approval of the status and method of resolving the Consumer’s claim, the Seller will proceed to resolve it within 10 days.
If the Seller undoubtedly determines that the product claim is unjustified or that the defect on the ordered product is caused by incorrect handling, installation or use, the Seller is not obligated to refund the amount or to deliver a replacement product. The product for which a claim was presented will be returned to the user at his/her own cost, accompanied by a written explanation why the return or replacement request was not accepted.
The Seller will take all necessary steps to amicably resolve the possible dispute in accordance with good commercial practice.
Under special Regulation of the European Union of 15 February 2016, in all EU it will be possible to resolve online dispute resolutions for consumer disputes through an ODR platform, which you can accessOnlineDisputeResolution
That means that if you encounter a problem during online shopping and you cannot resolve it amicably with the Seller (defective product, inability to replace the product, etc.) you can file your complaint by clicking on OnlineDisputeResolution (ODR) European Commission official website.
Right of Withdrawal from Purchase and Return of Goods
The Consumer is entitled, without indicating the reason why, to unilaterally terminate the sale and purchase agreement entered into through www.hipokras.com within 14 days from the day when he/she or the person appointed by him/her in writing, which is not the transport company, received the Product for each separate package.
If the consumer ordered more than one piece of product in one order, which have to be delivered separately, i.e. if it is a product that is delivered in several parts or several packages, the term starts on the day when the consumer or third party appointed by the consumer, which is not the transport company, has received the last part or the last package of the goods.
The Consumer is not entitled to unilateral contract termination if:
- The subject matter of the contract is a sealed product which, due to health or hygiene reasons are not suitable for return;
- The subject matter of the contract is a product which after the delivery, due to it nature, cannot be separated from other items;
- The subject matter of the contract is a perishable product or a near expiry date product;
- The subject matter of the contract is the delivery of food and beverages;
- The subject matter of the contract is a product custom made for the Customer or clearly adjusted to the Customer.
The Consumer may do this by sending an unambiguous written statement to the Seller’s e-mail address, indicated in the electronic order confirmation, where he/she will indicate his/her name and surname, for companies the correct company name, company PIN, address, telephone number or e-mail address and information on the invoice and ordered or received product.
Download link: STANDARD INFORMATION UNILATERAL CONTRACT TERMINATION FORM
The Seller shall deliver to the Consumer a confirmation of receipt of the contract termination statement without delay. If the Consumer terminates the contract, the Seller will return the Consumer the entire paid amount within 14 days following the date of receipt of the contract termination statement by the Consumer at the latest, including the costs of delivery in accordance with the terms and conditions stated herein, if such amount was paid, in the same manner the payment was made. The refund will be made only after the Seller has received the product at the address indicated in the invoice. The Consumer shall bear direct costs of the return of goods.
The Consumer shall, without undue delay, and through the delivery company, return the products to the Seller, together with the invoice, at the latest within 14 days following the date the unilateral contract decision was sent. The Consumer’s obligation shall be regarded as timely if the products were sent to the Seller prior to the expiry of the aforementioned deadline.
Returned products must be unused, undamaged and in an unopened original, undamaged transport package with the entire content of the package with the attached copy of the invoice. The Consumer is liable for any product value reduction, caused by product handling.
If the products returned by the Consumer are damaged, or are not suitable for further sale, are not accompanied by documentation or are not returned within 14 days, the Seller is not obligated to accept such products. If the product value reduction is caused by product handling, the Seller will not return the total paid amount to the Consumer or make any replacements.