Ordered products are packaged in a way that they cannot be damaged by normal handling during transportation/delivery. Upon receiving the shipment, the customer should inspect it. If the packaging shows visible material damage/defects, it is recommended that the customer refuses to accept it as there is a possibility that the product inside such packaging is damaged. By refusing the delivery, the courier will return the shipment to Kristofola Webshop with a note stating that the shipment is defective.
If the customer identifies material defects in the goods upon receipt, they must report complaints and any other objections in writing within 3 working days to the email address: prodaja@kristofola.com or by delivery to the address of Kristofola d.o.o.: Vlaška 79, 10000 Zagreb, or verbally by calling +385 (0)97/677-4054 from Monday to Friday, from 09:00 to 17:00.
A complaint is considered valid if it meets the conditions for complaints according to the Law on Obligations and the Consumer Protection Act.
The returned product must be returned complete, with all accompanying parts and documentation, and any tags indicating that the product has not been used or damaged must not be removed or damaged.
In the case of a justified complaint, the contract may be terminated with a refund of the paid amount or replacement of the product. If the returned goods are damaged and/or defective, the customer can return the item to the address mentioned above for the complaint to be considered based on physical evidence. If a thorough inspection reveals intentional/accidental mechanical damage or tearing of materials or other components of the product after the product has been inspected and sent to the Customer, the complaint will be rejected or disputed. In such cases, the Customer’s material responsibility for the purchased product is determined.
It is also emphasized that according to Article 43 of the Consumer Protection Act (NN 41/14), paragraphs 5 and 6, there is a right that if a material defect in the product appears within six months from the day the risk passes to the Customer (from the day of purchase of the product), and the trader believes that the defect did not exist at that time, the costs of examination are borne by the trader. If a material defect in the product appears after six months but not later than 24 months from the day the risk passes to the customer/consumer, the costs of examination are borne by the consumer or the trader, depending on the examination result. The trader is not liable for material defects in the product that appear more than two years after the purchase of the product.
If the Customer receives a product they wish to exchange for another product, they can do so by contacting Kristofola Webshop at the contact number +385 (0)97/677 4054 or via email at prodaja@kristofola.com. The customer has the right to exchange the product for another of equal or greater value with an additional payment. For an exchange, it is a prerequisite that the product is unused, in its original packaging, and accompanied by all necessary documentation and proof of purchase.
In the case of a product return, the Seller will refund the amount in the official currency of payment, which may differ from the currency in which the Customer paid for the product. The Customer is responsible for returning the products at their own expense, except when the Customer receives a defective product, in which case the cost of delivery is borne by the Seller.
