Complaints and Reclamations

Return of products and funds

TERMINATION OF THE PURCHASE AGREEMENT AND RETURN OF THE PURCHASED PRODUCT

Termination of the Purchase Agreement

The Buyer may terminate the Agreement (cancel the order):

  1. unilaterally, without stating the reasons for termination of the Agreement within 14 days from the date of delivery of the product
  2. in case the delivered product is defective

Unilateral termination of the Agreement

If the buyer decides to terminate the Agreement (cancel the order) before the goods are sent for delivery, the refund will be made within three (3) working days.

Pursuant to the Consumer Protection Act, in the case of distance purchase (when it is not a personal collection but sent by delivery service), you are authorized to unilaterally terminate the Agreement without stating the reasons within 14 days from the date of delivery of the product or delivery of the last product from the order. You can download the standard information form for unilateral termination of the contract at this link.

You can terminate the Agreement unilaterally using the mentioned form or through any other unambiguous statement in which you express your will to terminate the Agreement  and provide the necessary order information as stated in the Form for one-time termination of the Purchase Agreement.

In order to exercise the right to unilaterally terminate this Agreement, you must notify SULIS LIFE, obrt za trgovinu, uljepšavanje i njegu tijela, vl. Martina Dimitrijević, Zagreb, Horvaćanska cesta 43 (PP1, prizemlje) by e-mail info@sulislife.com of its decision to unilaterally terminate the Agreement before the expiration of 14 days by an unequivocal statement sent by mail or e-mail you will provide your name, address, telephone number or e-mail address, and you can also use the attached example of a form for unilateral termination of the Agreement.

In the event of unilateral termination of the Agreement, we will act in accordance with the Consumer Protection Act or the Civil Obligations Act. We will refund the amount paid for the goods for which you request unilateral termination of the Agreement without delay, and no later than 14 days from the day the goods in question are received at the seller’s address or after we receive a confirmation that you have returned the goods to the warehouse and that the warehouse received the goods. The refund will be made in the same way as you made the payment. Please note that when returning money to credit cards, the refund process itself may take a few days longer until the amount is visible on your credit card.

The buyer must return the goods without delay, and no later than within 14 days from the day when the unilateral termination of the Agreement was reported. According to the Consumer Protection Act, the buyer is obliged to bear the direct costs of returning the goods if he exercises his right to unilateral termination of the Agreement. Pursuant to Article 77, paragraph 5 of the Consumer Protection Act, the buyer is responsible for any impairment of the value of the purchased product that results from the handling of the purchased product.

The precondition for unilateral termination of the Agreement is that the product has not been used and that it is returned to the Seller in the identical condition in which it was taken over by the Buyer, in the original packaging, with a declaration and accompanying documentation.

The Buyer is obliged to bear the costs of delivery of the goods to the Seller in the event that all the conditions of the Seller are met, that the product / products that were ordered and delivered and that they are delivered to the Buyer are undamaged.

Termination of the Agreement on the basis of product defects

In the event that the reason for the return or replacement is a damaged or defective product, the replacement is at the expense of the Seller in the event that the Product is taken over without external visible damage in transport.

If the goods are damaged during pick-up from the delivery service and if the Buyer sees a reason for complaint due to manipulation in delivery, the goods should be immediately reported to the supplier because complaints related to transport and delivery reported after delivery of delivered Products, Seller will not be able to accept.

Liability for material defects of the product

The trader is responsible for material defects of the items he sells on his website in accordance with the positive regulations, especially the Civil Obligations Act of the Republic of Croatia and the Consumer Protection Act.

Execution of product returns

The ordered products are packaged in such a way that they are not damaged by the usual handling in transport / delivery. Packages may include various protective materials to prevent breakage (paper, styrofoam, sponge and / or the like).

The Buyer is obliged to return the product to the Seller complete in all cases when he returns the Product on any basis and in the condition in which they were delivered to him and in the original packaging (commercial packaging in which the goods were delivered), with all associated parts and documentation. The purpose is to indicate that the Product has not been used or damaged must not be removed or damaged.

If the Buyer returns the defective product, with major damage or without parts and documentation and if he does not submit it within 14 days of reporting the termination of the Agreement, it is considered that the Buyer has not fulfilled its obligation to return the goods and the Seller is not obliged to refund.

The Buyer must return the goods without delay and no later than 14 days after notifying the Seller of his decision to terminate the Agreement in accordance with Article 74 of the Consumer Protection Act. It is considered that the Buyer has fulfilled his obligation on time if he sends the goods or hands them over to the Seller before the expiration of the above-mentioned deadline. The buyer is responsible for any impairment of the goods resulting from the handling of the goods, other than that which was necessary to determine the nature, characteristics and functionality of the goods.

The return of the order must be made to the seller’s address:

SULIS LIFE, obrt za trgovinu, uljepšavanje i njegu tijela
vl. Martina Dimitrijević, Zagreb
Horvaćanska cesta 43 (PP1, prizemlje)

Justification of the return

If the request for return is justified, the Seller will return the funds to the Buyer on the account specified by the Buyer in the request or replace the product with a new one within a maximum of 15 days from the date of receipt of the returned product to the address specified in the complaint form.

If the Seller unequivocally determines that the complaint about the product is unjustified or that the defect of the ordered product was due to inadequate handling or use, the Seller is not obliged to refund or deliver a replacement product with a written explanation of the reasons for non-acceptance of return or replacement.

OBSERVATIONS AND OBJECTIONS

The seller guarantees the quality of the products guaranteed by the manufacturer of the SULIS LIFE brand.

The online store www.sulislife.com and the Seller allow you to send your written complaints related to web shopping to e-mail: info@sulislife.com

We will respond to all your comments and objections within a maximum of 15 days.

In order for us, in accordance with Article 10, paragraph 5 of the Consumer Protection Act, to confirm the receipt of a written complaint, and then respond to it, you need to provide in the written complaint the exact information for submitting a response to the complaint.

ONLINE DISPUTE RESOLUTION

By a special regulation of the European Union of February 15th 2016, throughout the EU, disputes  related to online shopping can be resolved through the ODR platform

(https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.chooseLanguage)

If you encounter a problem during an online purchase within the EU (defective product, inability to replace the product, etc.), you can submit your complaint in a faster and easier way on the ODR platform link.

The advantage of this platform is that it can be used by consumers and traders, and the complaint can be submitted in any of the 23 official languages ​​of the EU.