Varteks webshop operates in accordance with the Consumer Protection Act, the law of the Republic of Croatia which protects the basic consumer rights when buying products and services. Due to technical and administrative reasons, we are not able to receive returns of goods purchased through the webshop in Varteks stores, except in the branch office Varaždin PJ 1473, Zagrebačka 94, HR-42000 Varaždin, Croatia.
- Termination of sales contract
You have the right, without giving a reason, to terminate the sales contract within 14 days from the date of receiving the goods or after placing the order, in case you have changed your mind before the delivery of the goods.
In order to unilaterally terminate the Sales contract, it is necessary to submit a duly completed copy of the Form for unilateral termination of a sales contract, together with the original invoice, before the expiration of the specified period. You can submit the form in the package together with the goods or to the e-mail address: firstname.lastname@example.org
Download the Form for unilateral termination of a sales contract concluded at a distance in pdf format from the following link. You can fill it out electronically or physically after printing. (LINK TO THE FORM – pdf format).
In the event of the termination of the contract, each party is obliged to return to the other party what it received under the Contract. According to Article 72 of the Consumer Protection Act, you are obliged to return the received goods to the address Varteks PJ Varaždin 2 (for the webshop), Zagrebačka 94, HR-42000 Varaždin, Croatia
You can return the goods free of charge if you want to do it through our contractual partner GLS Hrvatska d.o.o., in which case it is sufficient, when submitting the Form for unilateral termination of a sales contract, to request the collection of goods by Varteks and pack the goods for return in the original transport packaging. If you want to return the goods by alternative methods of delivery, you can do it at your own expense.
The precondition for unilateral termination of the Contract is that the goods have not been used and that they are in the original packaging, including the original tags. If the use (reduction in the value) has occurred, upon receipt of the returned goods, we will assess the condition of the goods according to the visible signs of use and accordingly determine the percentage of the refund to be paid. In such situations, we will contact you and try to find the mutually most acceptable solution.
No later than 14 days from the date we receive your notice of the decision to terminate the contract, provided that you have fulfilled your obligation to return the delivered goods, we will refund your payment to your transaction account.
Unfortunately, we are unable to refund any additional costs that result from your explicit choice of transportation, or any other costs associated with the refund process. We are also unable to receive shipments sent in a way that requires payment on delivery.
- Replacement of items for a different size
If, after receiving the goods, you find that you really like the item, but the size you ordered does not suit you and you want to replace it with the same item in another size, you can do so as follows.
Contact our customer service at email@example.com and let us know about your wish. We will check if the item is available in the required size. If the item is available, the item you want to replace should be packed together with the original invoice in the transport packaging, and when you receive the new item in the desired size, the previously received and packaged item should be handed over to the courier..
Replacement is possible only if the goods have not been used and are in the original packaging, including the original tags.
If the item is not available in the required size or you want to replace the purchased item with another, you need to unilaterally terminate the Sales contract following the instructions in the ‘Termination of sales contract’ section, which can be found at the top of this page.
- Complaints regarding defective goods
In really rare cases when you receive defective goods, you have the right to complaint within the legal period under the Consumer Protection Act.
In accordance with Art. 10 of the Consumer Protection Act, we allow you to send your complaints to the e-mail address firstname.lastname@example.org or by mail to the address Varteks d.d. PJ 1473, Zagrebačka 94, HR-42000 Varaždin, Croatia. We will respond to all received complaints as soon as possible, but no later than 15 days from the date of receipt of the complaint, and we will resolve your complaint in the most favourable way possible.
Return in case of a complaint regarding defective goods is made in such a way that after receiving the complaint, in agreement with you, we send the courier to your address who will pick up the package and return it to our office.
A complaint will be considered valid if the product inspection and, if necessary, additional expertise, determines that it meets the conditions for a complaint in accordance with the Civil Obligations Act and the Consumer Protection Act.
If the complaint is found to be valid, we will replace the goods with identical ones without defects at our expense or refund the full amount paid for the product, including delivery costs.
In the event that the complaint is not valid, i.e. if the consumer’s complaint is rejected, the buyer who filed the complaint will bear the cost of re-delivery of the purchased product to the buyer’s address.
- Online consumer dispute resolution
In accordance with the regulations of the European Union, Varteks webshop participates in resolving consumer disputes for products and services purchased online, which customers can submit online.
Pursuant to Article 14 (1) of that Regulation, traders established within the European Union engaging in online sales contracts are required to provide on their websites an electronic link to the Online Dispute Resolution Platform (ODR Platform) in an easily accessible place.
You can find the link to the Online Dispute Resolution Platform below.
For further information, feel free to contact us at email@example.com.