Complaints, refunds, replacements

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Complaints, refunds, replacements

REPLACEMENTS, REFUNDS AND COMPLAINTS

Replacement is possible within 14 days from the day the customer received the goods. The customer is obliged to request a replacement in writing by e-mail with the content of the replacement: account number at info@etnamaar.com. In the e-mail, it is necessary to state whether he wants to change the product for the same product of another size or color, or for another product from our offer. The replaced product is sent by Fashion ordination d.o.o FREE OF CHARGE within 3 to 12 working days to the customer’s address.

Refund is possible within 14 days from the day the customer received the goods. The customer is obliged to request a refund in writing by e-mail with the content of the refund: account number at info@etnamaar.com. Refund means sending the product to the address of Fashion ordination d.o.o at your own expense. Upon receipt of the product, the sales staff inspects the product. If the product is found to be correct, the refund will be processed within 3 to 12 business days.
Free refund or exchange is possible in our store Etna Maar, Ilica 82, Zagreb within 14 days after the customer has received the package with prior written notice via e-mail: info @ etnamaar.com or orally on the phone number +385 (01) 7000 345 from Monday to Friday from 12-18 hours.

The ordered products are packaged in such a way that they cannot be damaged by the usual handling in transport / delivery. The buyer is obliged to inspect the shipment upon collection, and if the package has visible material damage / defects, it is recommended that the buyer refuses to receive it as there is a possibility that the product within such packaging is damaged. By rejecting the receipt, the delivery service will return the shipment to the EtnaMaar Online Shop, noting that the shipment contains a defect.

Complaints related to product defects and all other complaints can be made in writing to the email address :

info@etnamaar.com, headquarters: Fashion ordination d.o.o. , Ilica 82, 10000 Zagreb, or orally on the phone number +385 (01) 7000 345 from Monday to Friday from 12-18 hours.

In the event of a justified complaint / refund, it is possible to terminate the contract with a refund or replacement of the product. In case of damage and / or defect of the delivered goods, the buyer can return the item to the above address in order for the complaint to be accepted on the basis of physical evidence. If a careful inspection reveals that the product has been damaged by intentional / accidental mechanical action, ie tearing of materials, buttons, thread, zippers, brooches, rivets, beads or other components of the product, which occurred after the product was inspected and sent to the customer , the complaint will be rejected or disputed. In such a case, the material responsibility of the buyer for the purchased product is determined.

According to Art. 43 of the Consumer Protection Act (OG 41/14), paragraphs 5 and 6, if a material defect in the product occurs within six months from the date of transfer of risk to the consumer (from the date of purchase of the product), and the trader considers that the defect it did not exist at that time, the costs of the expertise are borne by the trader. If the material defect in the product occurs after six months, but not later than 24 months from the date of transfer of risk to the consumer, the costs of the expertise shall be borne by the consumer or trader, depending on the result of the expertise. The dealer is not liable for material defects in the product that occur after two years from the purchase of the product.

The product being advertised or returned must contain the original sewing label of the EtnaMaar brand, and a original invoice must be sent in the package. If the complaint / refund is found to be valid, the product will be replaced or refunded to the customer. The advertised / replaced product is then sent by Fashion ordination d.o.o. to the customer’s address for FREE.

Address for sending advertised / replaced products:
Fashion ordination d.o.o.
Ilica 82
10,000 Zagreb
Croatia

OIB: 37963756865
Phone: +385 (01) 7000 345 (Monday to Friday from 12-18)

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