You have received the purchased product, but you notice that it’s damaged? Contact us!
If the customer is not satisfied with a product purchased from the Krateks online shop, they have the right to file a complaint within the legal deadline. You can send us an email with the subject “COMPLAINT REGARDING ORDER (Order No.)” to iva.pezer@krateks.hr.
In the case of a complaint, the customer is obligated to return the product within the agreed-upon timeframe. We will consider the complaint valid if, upon inspection, we find that the product meets the conditions for a complaint in accordance with the Law of Obligations and the Consumer Protection Act. In that case, we will replace the product or refund the full amount paid within 15 days of receiving a valid complaint.
However, if we determine that the complaint is not valid, i.e., if we reject the complaint, the customer must pay the shipping cost of €5 for orders within the Croatia, €15 for orders within EU or €45 for orders outside the European Union for the product to be sent back to their home address.
**In what timeframe can I file a complaint about the ordered product?**
You are required to file a complaint within the legal deadline.
**If I notice that the product I bought is damaged, can I return it?**
Certainly! If you are not satisfied with a product purchased from the Krateks online shop, you have the right to file a complaint within the legal deadline. You can send a complaint via email with the subject “COMPLAINT REGARDING ORDER (Order No.)” to iva.pezer@krateks.hr.
In the case of a complaint, the customer is obligated to return the product within the agreed-upon timeframe. We will consider the complaint valid if, upon inspection, we find that the product meets the conditions for a complaint in accordance with the Law of Obligations and the Consumer Protection Act. In that case, we will replace the product or refund the full amount paid within 15 days of receiving a valid complaint.”