Refunds & Reclamation
INFORMATION TO CUSTOMERS ON HOW TO SUBMIT THEIR COMPLAINTS
Pursuant to article 10 of the Consumer Protection Act (Official Gazette N.41/14), we inform our customers that they may express their dissatisfaction in respect of the purchased product and/or the provided service by complaint in writing within 14 business days from the receipt of the product. We shall confirm in writing the receipt of such complaint without delay. You can forward your complaint by post addressed to: CLAYVENA Creative Artistic Crafts, Maršala Tita 35, Opatija - CROATIA, or by electronic mail to e-mail address: firstname.lastname@example.org, completing the relevant complaint form.
The merchant undertakes to reply in writing within 15 days from the day of receipt of the complaint.
CLAYVENA Creative Artistic Crafts shall replace the product with the new one within 10 (ten) business days from the date of receipt of the returned product and shall send it to the address indicated in the complaint form. The registered customer is obliged to return the delivered products in the state as delivered (not worn) and in the original packaging (manufacturer’s packaging in which the goods were delivered) with the invoice enclosed therewith. In case it has been indubitably established that the complaint respecting the product is unjustified, and/or that the defect is the result of inappropriate handling and/or use, the complained-about product shall be returned to the customer at his/her expense with enclosed an explanation in writing of the reasons why the claim for replacement of the product was not accepted. If the claim for replacement is justified, Creative Artistic Crafts shall bear the expenses of redelivery of the product.
In the event of an error occurring during packing of ordered products, so that the buyer received another product and not the one he/she had ordered, he/she is obliged to report what has occurred by completing a complaint form and e-mailing it to email@example.com within 7 (seven) business days. In that case the customer will return the erroneously delivered product to charge of CLAYVENA Creative Artistic Crafts, which undertakes to deliver the said product pursuant to the customer’s request, within 15 days from the date when the erroneously delivered product was received by it.
Should the customer fail to receive the product he/she had ordered and paid for, he/she is obliged to report it within 7 (seven) business days from the anticipated delivery date of the relevant product by completing a complaint form and/or via e-mail to firstname.lastname@example.org. CLAYVENA Creative Artistic Crafts is obliged to establish within 5 (five) business days what had happened to the complained-about shipment, and to notify the customer of further dealing with the complaint.
Complaints and claims, if any, should be submitted in writing to the address of the registered office of CLAYVENA Creative Artistic Crafts, and/or to e-mail address email@example.com.
Online dispute resolution for consumers
ODR, or "online dispute resolution" is a process that allows consumers based in the EU to easily file complaints regarding online sales (services and contracts) against companies which are also established in the EU. Pursuant to article 14 of regulation 524/2013/EU, these companies are required to inform their users via a link to the Online Dispute Resolution platform provided by the European Commission.
The consumer resident in Europe must be aware that the European Commission has established an online platform for alternative dispute resolutions that provides for an out-of-court method to solve any dispute related to and stemming from online sale and service contracts. As a consequence, if you are a European consumer, you can use such platform for resolving any dispute stemming from the online contract entered into with the Owner. The platform is available at the following link http://ec.europa.eu/consumers/odr/