Politika povrata



Claim conditions of the online store (e-shop) CistaOdjeca.hr

an integral part of the general terms and conditions

  1. Complaints can only be made on goods that were purchased from the merchant and that are owned by the consumer.
  2. If the buyer is a consumer (a natural person who does not act within the scope of his business activity or profession), all offered goods are guaranteed for a period of 24 months, unless otherwise stated with the goods and the procedure is in accordance with the Consumer Protection Act and the Civil Code and these complaint conditions. If the buyer ordered a used item and the buyer was informed about it, the warranty period is 12 months. If the buyer is not a consumer, the procedure is carried out in accordance with the provisions of the Commercial Code and the warranty period is 12 months, and these complaints are not covered by these complaint conditions, but are followed according to the provisions of the Commercial Code.
  3. The warranty period begins on the day of receipt of the goods from the transport company or directly from the merchant if the goods are collected by the buyer personally, the buyer or a person authorized by him, on the day of receipt.
  4. The buyer is obliged to make a claim within two months from the discovery of the defect, but no later than before the expiry of the warranty period. However, we recommend making a claim immediately.
  5. Liability for defects does not apply to defects caused by the following use:
    1. the defect was caused by mechanical damage to the product caused by the buyer,
    2. improper handling of the product, in a way other than what was stated in the instructions for use,
    3. using the goods in conditions that do not correspond to the humidity, chemical and mechanical effects of the natural environment of the goods according to the instructions for use,
    4. neglecting the care and maintenance of the goods,
    5. damage to goods due to excessive loading,
    6. damage to the warranty seal or its deterioration if the product contains it,
    7. by unprofessional assembly or disassembly, if required by relevant legal regulations,
    8. intervention in the product, which makes changes that improve the quality of the product but were not made by the manufacturer or a person authorized by him, e.g. overclocking the processor,
    9. using the goods in violation of the conditions stated in the documentation, general principles, technical standards or safety regulations or other violation of the warranty conditions.
  6. Defects caused by a natural disaster are also excluded from liability for defects.
  7. Liability for defects also does not apply to normal wear and tear of the goods (or parts thereof) caused by the use of the goods. It is not possible to consider as a defect, as already follows from the nature of the thing, the period of its minimum shelf life or the period of consumption, which can be limited to a shorter time. The minimum durability period, shelf life, consumption period or similar period is indicated on the goods if the goods are subject to such marking.
  8. Claimed goods must be sent to our address listed below, but not cash on delivery or personally delivered to the contact address. The goods need to be packed appropriately so that there is no damage to the goods during transport, and we recommend sending the goods by registered mail or as an insured shipment. A copy of the proof of purchase (invoice) and a description of the defect must be attached to the goods, or we recommend attaching a completed Complaint Form together with the proof of purchase. We recommend sending the complaint exclusively in writing (by post) or in person (not by e-mail).
  9. If the subject of the complaint is a product that is, for example, permanently installed, the buyer is obliged to provide maximum cooperation in order to carry out an inspection of the subject of the complaint by the merchant or a third party designated by the merchant.
  10. The seller confirms the acceptance of the complaint of the defect and issues the buyer a confirmation of the application of the goods complaint in an appropriate form, indicating the deadline by which he will ensure that the defect is removed. The date of application of the complaint is considered to be the day of its delivery to the seller, but no later than the moment when the seller makes it impossible or prevents the taking over of the object of the complaint. If it is not possible to deliver the confirmation immediately, it must be delivered without unnecessary delay, but at the latest together with a document on the processing of the claim. Confirmation of the processing of the claim will be sent in writing in the event that the defect complaint was rejected.
  11. The seller is obliged to determine the method of handling the claim immediately, in complex cases within 3 days from the date of application of the claim. In justified cases, especially if a complex technical evaluation of the goods is required, no later than 30 days from the date of application of the claim. After determining the method of handling the complaint, the seller will handle the complaint immediately, in justified cases, the complaint can be handled later. However, processing of the claim must not take longer than 30 days from the date of application of the claim. However, this does not apply if, for objective reasons beyond the control of the merchant, it was not possible to handle the claim within the given period, especially if it was necessary to procure the appropriate equipment for the handling.
  12. Buyer's rights when applying for a claim:
    1. if it is a defect that can be removed, the buyer has the right to have it removed free of charge, on time and properly, while this defect must be removed without unnecessary delay,
    2. instead of removing the defect, the buyer can demand the replacement of the item, or the defect concerns only a part of the item, the replacement of the part if this does not result in disproportionate costs for the seller considering the price of the goods or the severity of the defect,
    3. instead of removing the defect, the seller can replace the defective item with a flawless item, if this does not cause serious difficulties for the buyer,
    4. if it is a defect that cannot be removed and which prevents the proper use of the item, the buyer has the right to exchange the item or withdraw from the contract. The buyer has the same right in the event that it is a defect that can be removed, but if the buyer cannot properly use the item due to the reappearance of the defect after repair or due to a larger number of defects, this also applies if the merchant has declared that the goods have certain properties or that has no defects and this assurance will prove unconvincing,
    5. if there are other non-removable defects that do not prevent the use of the goods, the buyer has the right to a reasonable discount on the price of the item.
  13. A complaint is considered completed if the complaint procedure ends with the delivery of the claimed goods, its exchange or return of the purchase price of the goods, the provision of a discount, a written request to take over the performance or its justified rejection, while the buyer confirms personal acceptance or the confirmation of the transport company is also a document in case the buyer does not personally accept the claim.
  14. The consumer is informed about the outcome of the complaint procedure within the statutory period.
  15. If the buyer does not take over the item within 6 months from the day he was supposed to take it over, the seller can sell it. In the case of an item of higher value, the seller must notify the buyer of his intention to sell the item and provide an additional deadline for taking over the item, all according to section § 623 paragraph 5) of the Civil Code.
  16. No damage to goods, or the integrity of the packaging (according to the instructions when receiving the goods) must be checked when receiving the goods, as the goods may be damaged during transport. We recommend buyers to unpack the goods and inspect them in the presence of the carrier. With your signature, you declare to the courier that the packaging is undamaged.
  17. These complaint conditions are an integral part of the general terms and conditions, and the seller reserves the right to change them at any time, even without prior notice to the seller.
  18. Contact for sending complaints ITeON sro, Němcovej 30, 040 01, Košice, Slovak republic, [email protected].





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