Returns and complaints

RETURN OF PRODUCTS PURCHASED VIA THE WEB SHOP SERVICE

A registered user has the right, within eight (8) calendar days from the date of product delivery, to file a complaint regarding the purchased product or return the product if they notice defects upon taking delivery or if the delivered products are defective.

Based on the return or exchange request, GLIGORA DELIKATESE will refund the funds to the registered user's account specified in the request itself, or replace the product with a new one within thirty (30) days from the date of receiving the returned product at the address specified in the complaint form.

• Return Notification: A registered user notifies the return of purchased products via the complaint form after accessing the web shop service, using their username and password, and entering personal details along with other purchase-related information.
• Return Address: The return of delivered products is executed by shipping them to the address of which the registered user is notified in the complaint form.
• Return Costs: The costs of returning the product shall be borne by the registered user.

The registered user is obliged to return the delivered products in the condition in which they were delivered and in their original packaging (the commercial packaging in which the goods were delivered), unless it concerns a product that was impossible to check without opening the original packaging.

Validity of Complaints and Dispute Resolution

If it is indisputably determined that the product complaint is unjustified or that the defect in the ordered product occurred due to inadequate handling or use, GLIGORA DELIKATESE is not obligated to issue a refund or provide a replacement product. The complained-about product will be returned to the user at their own expense, accompanied by a written explanation of the reasons for rejecting the return or exchange request.

If the request for a refund or exchange is justified, GLIGORA DELIKATESE will refund the funds to the user, and GLIGORA DELIKATESE shall bear the costs of re-sending the product.

Special Cases

• Packaging Error: If an error occurs during the packaging of the ordered products and the buyer receives a product other than the one ordered, they are obliged to report this via the complaint form within eight (8) days. In this case, the user returns the wrongly delivered product at the expense of GLIGORA DELIKATESE, which undertakes to deliver the ordered product or refund the money (upon the user's request) within fifteen (15) days from the receipt of the wrongly delivered item.
• Non-Delivery: If the user has not received the ordered and paid product, they are obliged to report this within eight (8) calendar days from the expected delivery date of the ordered product via the complaint form or through the contact details published on the website. Within this period, GLIGORA DELIKATESE is obliged to determine what happened to the claimed shipment and inform the user about the further resolution of the complaint.

NOTICE ON THE METHOD OF SUBMITTING A WRITTEN CONSUMER COMPLAINT

In accordance with Article 10, Paragraph 3 of the Consumer Protection Act (Narodne novine, No. 41/14, 110/15, 14/19), we inform consumers that complaints regarding the quality of our services can be submitted in writing:

• Via mail to the address: GLIGORA DELIKATESE d.o.o., Figurica 22a, 23251 Kolan, Croatia
• To the e-mail address: reklamacije@gligora.com

We will respond to your complaints within the legal deadline of 15 days from the date of receipt of the complaint.