Returns, exchanges and complaints

If you are a consumer, you may cancel a distance purchase without giving a reason within 14 days. The period starts on the day you, or a third party you nominated other than the carrier, took physical possession of the goods.

If one order contained several products delivered separately, the period starts on the day the last of them was delivered.

You cancel by making an unequivocal statement that you are cancelling. You may use the form at the bottom of this page, but you do not have to — a plain email is enough. The deadline is met as long as the notice is sent before it expires.

Whether the right of withdrawal applies depends on the type of product. The categories on the left can be sent back; those on the right are excluded by law because the goods are perishable or expire rapidly.

In addition, you cannot cancel for sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed after delivery, nor for goods that by their nature become inseparably mixed with other items after delivery.

Send the product back unused and undamaged, in its original packaging and with any accompanying documentation. Enclose a copy of the invoice or quote your order number so we can match the parcel to you.

You may inspect and handle the product as much as is necessary to establish its nature, characteristics and functioning — exactly as you could in a shop. If its value is diminished by handling that went beyond that, you are liable for the diminished value and it is deducted from your refund.

Send your cancellation notice in one of two ways:

• By email to info@plodovi.hr — fastest, and you get an acknowledgement straight away.
• By post to Reducos Software j.d.o.o., Drniška ulica 9, 31000 Osijek, Croatia.

Please include your name and address, the order number, the product you are returning, the date you received it, and the IBAN you want the refund paid to. We will acknowledge your notice without delay.

Return the goods without undue delay and in any event within 14 days of sending your cancellation notice. The return address is Reducos Software j.d.o.o., Drniška ulica 9, 31000 Osijek, Croatia.

You bear the direct cost of returning the goods. The amount depends on the weight of the parcel and the carrier you choose, and you pay it to that carrier directly — we do not charge it.

This does not apply to products that arrived damaged, spoiled or wrong. In that case we pay the cost of the return; see chapter 7.

We will refund everything you paid, including the cost of delivery, no later than 14 days from the day we received your cancellation notice.

We refund using the same means of payment you used, unless you expressly agree to another. The refund costs you nothing — we charge no handling fee.

We may withhold the refund until we have received the goods back, or until you supply evidence that you have sent them, whichever happens first.

If you chose a delivery option more expensive than the cheapest standard one we offer, the extra cost above that cheapest option is not refunded.

This chapter applies to every product, including those that cannot be returned on a change of mind. We are liable for material defects that existed at the moment risk passed to you.

A material defect exists where, among other things, the product:

• lacks the qualities needed for its ordinary use or for trade;
• lacks the qualities needed for the particular use you bought it for, where that use was known to us;
• lacks qualities and characteristics expressly or tacitly agreed;
• does not match the sample or model on which you based your order;
• lacks qualities that products of the same kind ordinarily have.

Please inspect the parcel on delivery. If a product is damaged, spoiled or not what you ordered, tell us as soon as you can — with fresh food the sooner the better, while the condition of the goods can still be established. Attach a photograph of the product and its packaging.

We resolve a justified complaint by replacing the product or refunding you, whichever you prefer, at no cost to you at all — the cost of the return included. Your statutory rights in respect of material defects are unaffected and run for two years from delivery.

Under the Croatian Consumer Protection Act you may submit a complaint about the quality of our service in writing — by email to info@plodovi.hr, or by post to Reducos Software j.d.o.o., Drniška ulica 9, 31000 Osijek, Croatia.

We will acknowledge it without delay and send you a written reply within 15 days of receiving it. Please tell us the address you would like the reply sent to.

We will try to settle any dispute amicably and directly with you — that is almost always the quickest route.

If that fails, a consumer dispute may be referred for out-of-court resolution to the Court of Honour of the Croatian Chamber of Economy or to the Mediation Centre of the Croatian Chamber of Economy. For court proceedings, the competent court in Osijek, Croatia has jurisdiction.