REMARKS AND OBJECTIONS

By the art. 10 of the Consumer Protection Act, you have the right to send your written objections related to web shopping and you can send it to the email address [email protected] or by mail to the company address Poljski put I 8, 31000 Osijek.

Upon receiving a consumers complaint, we will confirm receiving in writing, and we will provide a written response within a maximum of 15 days.

 

COMPLAINTS AND RETURNS

The ordered products are packed in such a way that they are not damaged by normal handling during transport/delivery.
At the time of collection of the product by the delivery person (hereinafter "MBE" or "Deliverer"), the Buyer has the obligation to check the state of the product. In the event that the shipment is damaged during transport, please report the damage to the Deliverer. If external damage is visible on the delivered goods, the Buyer has the right to refuse to take the ordered goods. The buyer is obliged to compare the delivered products (type and quantity of delivered products) with the invoice, and if something is missing or the wrong product has been delivered, to notify the Deliverer on the spot. The Buyer and the Deliverer determine the defects on the spot and confirm them with their signatures. Checking the correctness of the shipment is the Buyer's responsibility, and we will not accept subsequent complaints in terms of the quantity and type of delivered goods and visible defects.

Please return the wrongly delivered or damaged product to the Deliverer, and Kofezita will as soon as possible, at its own expense, deliver the items that are found to be missing from the shipment in the above manner or that they were delivered in a defective condition, or will grant the Buyer a refund, according to the Buyer's choice.

The buyer has the right to return the goods in case the product has a material or qualitative defect that could not be observed when taking over the goods. In this case, please report such a product to us within the period prescribed by the Consumer Protection Act in order to arrange a return and replacement of such a product or a refund. The customer can send a written objection or complaint to the e-mail [email protected] or in writing to the address: Loella d.o.o., Poljski put I 8, 31 000 Osijek with the indication Complaint. Complaints must include your first and last name, your order number and your invoice number.

Kofezita will organize and bear the cost of returning a damaged, faulty or wrongly delivered product if it considers the complaint to be justified, or if it determines that the Buyer did not affect the correctness, damage or any defect of the product. In this case, within 14 days of receiving a valid complaint, they will replace the product or return the entire amount paid. If, on the other hand, it is established that, based on the available information, the complaint is not valid, the buyer will be informed about the same within 14 days from the day of receiving the complaint.

As a rule, the objection or complaint will be considered justified and the Buyer will exercise the right to return the product in the following cases:

- He was delivered a product that he did not order

- He was delivered an expired product

- He was delivered a product that has a fault or damage that did not occur during transport.
 

RIGHT TO UNILATERAL TERMINATION OF THE CONTRACT

The buyer can unilaterally terminate the contract within 14 days without giving a reason. The term begins to run from the day when the product is handed over to the buyer or a third party specified by the buyer, who is not the carrier.

If the buyer orders several pieces of the product in one order, which should be delivered separately, that is, if it is a question of goods that are delivered in several pieces or several shipments, the 14-day period begins to run from the day when the buyer or a third party specified by the buyer, and which is not the carrier, handed over the last piece or the last shipment of the product. If the regular delivery of goods for a certain period is contracted, the period of 14 days begins on the day when the first piece or the first shipment of the product is handed over to the buyer or a third party specified by the buyer, who is not the carrier.

In order for the buyer to be able to exercise the right to unilaterally terminate the contract, he must notify the seller of his decision to unilaterally terminate the contract before the expiry of the 14-day period by an unequivocal statement sent by mail to the address Loella d.o.o., Poljski put I 8, Osijek or by email to : [email protected], in which he will state his first and last name, address, telephone number and e-mail address. The buyer can, at his own choice, use the example of the form for unilateral termination of the contract attached below.

The buyer can download a copy of the form for unilateral termination of the contract here.

Confirmation of receipt of the declaration of unilateral termination of the contract will be delivered by the seller to the buyer without delay, by e-mail. In case of termination of the contract, each party is obliged to return to the other party what it received on the basis of the contract.

Except when the seller has offered to collect the goods returned by the buyer himself, the seller must return the payment only after the goods have been returned to him.

The seller is not obliged to reimburse additional costs, such as the cost of delivery.

The seller must refund the amount paid using the same means of payment used by the buyer when paying, unless the buyer expressly agrees to another means of payment, and assuming that the buyer is not obliged to pay any additional costs for such a refund.


Unless the seller has offered to pick up the goods returned by the buyer himself, the buyer must return the goods without delay and no later than within 14 days from when he informed the seller of his decision to terminate the contract.

The customer is obliged to return the item in its undamaged original packaging. The return address is MBE d.o.o., Hrvatskih Kraljeva 18, 32000 Vinkovci (with the note "Return for Loella d.o.o."). The buyer bears the shipping costs.


It is considered that the buyer has fulfilled his obligation to return the goods on time if he sends the goods or hands them over to the seller or a person authorized by the seller to receive the goods before the deadline.

In case of product return, the seller will refund the amount in the official currency of payment.

During the period in which the buyer exercises the right of return, he must store the goods with due care. In the event of a decrease in the value of the product as a result of excessive handling of the product, Loella d.o.o. will assess the decrease in value of the product taking into account the objective criteria of each individual case and will inform the buyer about it.

 

ONLINE DISPUTE RESOLUTION

According to the regulation of the European Union, specifically in accordance with the Regulation on online resolution of consumer disputes 2006/2004 and Directive 2009/22/EC and Directive on alternative resolution of alternative disputes 2013/11/EU, all EU disputes related to online purchases can be resolved via the platform below :

webgate.ec.europa.eu/odr/main/index.cfm


Which means that you can file a complaint on any problem related to online shopping within the EU at the link above.