Complaints

Right to unilateral termination of contract

Only a Buyer who has concluded a Distance Contract (online store) may withdraw from the contract without stating a reason (Article 72 of the Consumer Protection Act), within fourteen (14) days from the receipt of the goods, provided that they have previously received confirmation of the prior notice. If the buyer with a distance contract has not received confirmation of prior notice of the possibility of unilateral termination of the contract, the buyer's right to unilateral termination of the contract is 12 months. Termination of the contract is possible for goods that were not modified according to the buyer's request before production (Article 79, paragraph 3 of the Consumer Protection Act).

Should the buyer exercise this right, they shall bear the cost of returning the goods and must return them within 14 days (Article 77 of the Consumer Protection Act). The buyer also bears the cost of any reduction in the value of the goods (Article 77 of the Consumer Protection Act) (unpacked goods, lost documentation and parts, damage, use of goods, etc.), except for that which was necessary to determine the nature, characteristics, and functionality.

If the product is returned faulty, with significant damage or without parts and documentation, and if these are not provided within a subsequent period of 8 days, it is considered that the Buyer has not fulfilled their obligation to return the goods, and the Seller is not obliged to refund the entire amount paid, but rather an assessment of the product's depreciation will be made.

Other rights and obligations are listed in the Standard Information Form for unilateral termination of contract.
Notice on the method of consumer written complaint

All complaints, in accordance with Article 10 of the Consumer Protection Act (Official Gazette 41/2014), can be sent by mail or email.

My product was damaged in transit

Products will be packaged in such a way that they cannot be damaged by usual handling during transport. Upon receipt of the product, the buyer is obliged to check for any damage and immediately report it to the delivery employee who delivered the goods, or refuse to accept the shipment with visible external damage. The buyer is obliged to sign the delivery note or waybill upon receipt of the goods, and the delivery service takes this as confirmation of receipt.

Harmog Leather d.o.o. reserves the right to change these terms and conditions without prior notice. The terms of business are in accordance with the laws of the Republic of Croatia. In the event of any dispute, the merchant and the consumer will resolve the dispute amicably, and if not possible, the regular competent court in Zagreb will have jurisdiction.