The customer has the right to a justified complaint and to return the goods in the event of:

• Delivery of goods that were not ordered
• Delivered goods that are damaged or incomplete, and this was not taken into account, due to our inadvertent oversight, when forming the sales price

The deadline for submitting a complaint is 8 days from the receipt of the package.

In the case of a request for the return of goods for justified reasons, the buyer is obliged to send a written complaint to the company Dermoestetik group by e-mail at info@dermoestetik.hr or by registered mail to the address: Dermoestetik Group d.o.o., ul.rijeke Dragonje 1, 52466 Novigrad-Cittanova, Croatia.

In order to determine as quickly as possible the specific order to which the customer has an objection, customers are asked to state the order number or invoice number in the objection. The dermoesthetician will confirm the receipt of the complaint in writing without delay, and the answer according to Article 10.para.5. of the Law on Consumer Protection must arrive within 15 (fifteen) days from the day the complaint was received.

In the case of a justified contract, the customer has the right to terminate the contract with a refund of the amount charged or exchange for an undamaged and valid product, which was not caused by handling during transport for which GLS is responsible.

The User/Buyer can unilaterally terminate the Agreement within 14 (fourteen) days without giving a reason. According to Art. 79, paragraph 1 of the Law on Consumer Protection (Official Gazette, 41/14) The user does not have the right to unilaterally terminate the Agreement if the service has been fully fulfilled, and the fulfillment has begun with his express prior consent and with his confirmation that he is aware of the fact that will lose the right to unilaterally terminate the Agreement if the service is fully fulfilled.

In order for the Customer to be able to exercise the right to unilaterally terminate the Agreement, he must notify Dermoestetik of his decision to unilaterally terminate the Agreement before the expiration of the term, by an unequivocal statement sent by mail to the above-mentioned address or by electronic mail, in which he will state his name and surname, address , phone number or e-mail address, order or invoice number, and the above written form for unilateral termination of the Purchase Agreement can also be used. The deadline for unilateral termination of the Agreement is 14 (fourteen) days from the day when the goods that are the subject of the Agreement were handed over to the Buyer or a third party designated by the Buyer, who is not the carrier, or, in the case of services, from the conclusion of the Agreement.

If the user unilaterally terminates the Agreement, he will be refunded the money received from him, including delivery costs, without delay, and no later than within 14 (fourteen) days from the day Dermoestetik receives the user’s decision to unilaterally terminate the Agreement. The refund will be made in the same way the user made the payment. In the event that the user agrees to another way of returning the paid amount, he does not bear any costs in relation to the return. Dermoestetik Brala can issue a refund only after the goods are returned to him in their original condition, without traces of use.

The buyer is obliged to hand over the goods or send them to Dermoestetik, without unnecessary delay, and in any case no later than within 14 (fourteen) days from the day when he sent his decision on unilateral termination of the Agreement. According to the Consumer Protection Act (Official Gazette 41/14, Article 77), the buyer must bear the costs of returning the goods independently. The customer is responsible for any decrease in the value of the goods resulting from the handling of the goods.

Online Dispute Resolution Platform (ORS)