Returns and complaints
In case the customer is dissatisfied with the purchased product or provided service for any reason, a complaint can be sent to the following email address: info@loveda.hr. Additionally, it can be done in writing to the address: Matricaria d.o.o., Zelenjak 82, 10090 Zagreb. We will confirm the receipt of the complaint in writing without delay, and a written complaint will be responded to within 15 days, for which it is necessary to include at least the name, surname, and address in the written complaint.
The customer has the right to return the goods in the following cases:
- Delivery of goods that were not ordered
- Delivery of goods that have expired
- Delivery of goods that have a defect or damage
In case of a justified complaint, the customer has the right to terminate the contract with a refund of the paid amount or an exchange for a correct, undamaged, and valid product.
Matricaria d.o.o. accepts the return of damaged, faulty, or incorrectly delivered goods at its own expense, provided that it is determined that the complaint is justified and that the customer did not affect the correctness, damage, or any defect of the goods. In case of a justified complaint, the cost of replacing the product with a new one is entirely borne by Matricaria d.o.o.
The right to unilateral termination of the contract
The customer has the right, without stating the reasons, to unilaterally terminate the contract concluded outside business premises or concluded remotely within 14 days. The period begins from the day when the customer or a third person designated by the customer, who is not the carrier, takes possession of the goods that are the subject of the contract. If the customer ordered several pieces of goods to be delivered separately, or if the goods are delivered in multiple parts or shipments, the period begins from the day when the last piece or the last shipment of goods is handed over to the customer or a third person designated by the customer, who is not the carrier.
The customer is obliged to notify the trader of their decision to terminate the contract before the expiration of the unilateral contract termination period, using the form for unilateral contract termination or any other unequivocal statement expressing their intent to terminate the contract. The statement of contract termination must be sent before the expiration of the termination period.
If the customer exercises their right to unilateral contract termination, the parties are not obligated to fulfill their obligations from the contract concluded outside business premises and the contract concluded remotely. In case of contract termination, each party must return to the other what was received under the contract.
The customer is not obligated to cover any costs resulting from the use of their right to unilateral contract termination, except those provided by Article 76 and Article 77 of the Consumer Protection Act. If the customer exercises their right to unilateral contract termination, the trader must, without delay, and no later than within 14 days from the day when the notice of the customer's decision to terminate the contract was received, refund all payments made by the customer under the contract.
Exceptionally, the trader is not obligated to refund additional costs resulting from the customer's explicit choice of a type of transportation different from the cheapest standard transportation offered by the trader. Unless the trader offered to collect the goods returned by the customer themselves, the trader must make the refund only after the goods are returned, or after the customer provides proof that the goods were sent back to the trader, if the trader was informed about it before receiving the goods.
The trader must make the refund using the same payment means used by the customer during the payment, unless the customer explicitly agrees to another payment means, and assuming that the customer will not incur any additional costs for such a refund. In the case of cash on delivery payments, the trader will refund the price paid for the returned product by bank transfer to the IBAN number of the bank account provided by the customer.
Unless the trader offered to collect the goods returned by the customer themselves, the customer must return the goods without delay, and no later than within 14 days from the day they notified the trader of their decision to terminate the contract. It is considered that the customer fulfilled their obligation on time if they send the goods or hand them over to the trader, or to a person authorized by the trader to receive the goods, before the expiration of the deadline.
The customer must bear only the direct costs of returning the goods, unless the trader agreed to bear those costs or if the trader failed to inform the customer that they are obliged to bear those costs.
If the contract was concluded outside business premises and the goods were delivered to the customer's home at the time of contract conclusion, the trader must collect the goods at their own expense if the goods, due to their nature, cannot be returned in the usual way by mail.
The customer is responsible for any diminished value of the goods resulting from handling the goods, except for what was necessary to establish the nature, characteristics, and functionality of the goods.
The customer does not have the right to unilateral contract termination if the subject of the contract is perishable goods or goods that quickly expire, or if the subject of the contract is sealed goods which are not suitable for return due to health or hygiene reasons if they were unsealed after delivery. Also, the customer does not have the right to unilateral contract termination for services that the trader fully performed, and the performance began with the explicit prior consent of the customer and with their confirmation that they are aware that they will lose the right to unilateral contract termination from this section if the service is fully performed.
The form for unilateral contract termination can be downloaded in English or Croatian language.