Complaints and Returns

General Terms

These terms apply to customers whose registered seat or residence is located in the European Union. Any individual of legal age with the capacity to contract can become a customer by accepting the sales terms, which is confirmed by placing an order for items. The acceptance of the sales terms is confirmed when the customer places an order through the webshop. The sales contract process becomes legally binding upon receipt of the shipment. We reserve the right to correct any errors. All prices are gross (including VAT) and are expressed in Euros. Any use of this website is subject to the terms and conditions outlined below.

Returns and Exchanges

The Buyer has the right to return items within 14 days if the ordered item does not match the product description. Return requests are accepted in writing via e-mail at: [email protected] or by mail to Divinity perfumery d.o.o., Ulica Ivane Brlić Mažuranić 3, 10090 Zagreb, using the provided form. When returning an ordered product as unwanted or unsuitable, the Buyer bears the cost of the return. The returned goods must be in their original packaging; any damages or defects to the packaging will not be accepted by the Seller.

Complaints

The Buyer has the right to file a complaint regarding the goods within the warranty period. A copy of the receipt is required. Complaints are accepted in writing via e-mail at: [email protected] or by mail to Divinity perfumery d.o.o., Ulica Ivane Brlić Mažuranić 3, 10090 Zagreb. A decision regarding the complaint will be made as soon as possible. The deadline for responding to a complaint is 8 days, while the final deadline for resolving the complaint is 15 days from the date of receipt. When returning an item, the product must be packed in its original packaging. Any potential damage incurred during transport is at the risk and expense of the Buyer. The Seller is not responsible for lost goods sent by the Buyer.

Refunds

In the case of a justified return of goods, the Seller commits to refunding the paid funds no later than 14 days from the day the returned goods are received. Refunds are processed using the same payment method used for the original transaction. The postage cost for returning the goods is borne by the Buyer.

Notice to Consumers on How to Submit Written Complaints

Pursuant to Article 10 of the Consumer Protection Act (Official Gazette, No. 41/14), we inform consumers that they can express dissatisfaction regarding a purchased product or provided service by submitting a complaint in written form. We will confirm receipt of the complaint in writing without delay.

You can submit a complaint via:

In-store at our retail location
By mail to the address: Divinity perfumery d.o.o., Ulica Ivane Brlić Mažuranić 3, 10090 Zagreb, Croatia
To the e-mail address: [email protected]
We will respond to your complaint within 15 days.

Complaints and Returns

Pretraži proizvode