Complaint procedure
Unsatisfied with a product you purchased on our website? Contact us with confidence and we will resolve your complaint as quickly as possible.
Important:
If you find that you are for any reason unsatisfied with the product you purchased, please contact us within 14 days of the date of receipt of the product or receipt of the last product from the order and follow the steps below.
How to initiate a complaint?
Contact us
Send us the information with your order number, invoice number or your username and a description of the complaint:
- By e-mail to: info@bonneheure.hr
- By phone to: +385 91 605 13 91*
Receive resolution information
Depending on your complaint/claim and the specifically described reason for dissatisfaction with the product, we will send you information about:
- The possibility of product exchange
- Product return
- Refund
- Other information regarding your complaint/claim
Return or exchange
In cases of exchange or return of the product, after agreement with you, we will send a delivery service to your address to collect the complained product and return it to our warehouse.
Deadlines: When the product arrives at the warehouse, we will send you a notification about the refund/sending a replacement product. We process refunds/exchanges for a new product within 2-3 days, and no later than within 14 days.
Otherwise, contact us by phone at +385 91 605 13 91* or by e-mail at info@bonneheure.hr.
Damaged packaging
When receiving the shipment:
If the packaging is damaged, do not accept the product; instead, draw the courier's attention to the packaging damage and request that the product be returned to the seller. If the buyer does not report packaging damage to the courier at the time of receiving the product, it is considered that the buyer accepted the product with undamaged packaging.
After opening the packaging:
If you discover damage to the product after removing the packaging, keep the original packaging and contact the seller within 14 days of the date of receipt of the goods. If the seller arranges transport of the goods for return, the product must be packed in its original packaging to avoid damage to the product.
Product returns
Right to unilateral contract termination
In accordance with the Consumer Protection Act, a natural person buyer is authorised to unilaterally terminate the contract without stating reasons within 14 days of the date of delivery of the product, or delivery of the last product from the order.
Exception: This authorisation applies to products for which Art. 79 of the Consumer Protection Act excludes the right to unilateral contract termination, about which the seller will specifically warn you in the offer of the particular product. We recommend reading the product description which opens by clicking on the product.
How to terminate the contract?
You can unilaterally terminate the contract through any other unambiguous statement in which you express your will to terminate the contract on a durable medium.
Your request to exchange a correct product (e.g. incorrect number of products) that you purchased will be considered a unilateral termination, so we ask you to make sure to notify the seller at:
- E-mail address: prodaja@bonneheure.hr
- Phone number: +385 91 605 13 91
Products (return or exchange) must be delivered to the address: Wealth is Health d.o.o., Mesekov put 16, 10090 Zagreb or the seller will arrange to collect the products by agreement.
Refund and deadlines
In the case of unilateral contract termination without product exchange, we will act in accordance with the Consumer Protection Act and the Obligations Act. We will refund the amount paid after the goods have been returned to us. You must return the goods without delay, and no later than within 14 days from the day you informed us of the unilateral contract termination.
Important deadline information:
- Status notification: 10 days via e-mail
- Refund of funds: 5 days from sending the notification
Buyer responsibility
According to Article 77 of the Consumer Protection Act, the buyer must return the goods without delay within 14 days from when the trader was notified of the decision to terminate the contract, and bear the direct costs of returning the goods if exercising the right to unilateral contract termination.
The buyer is responsible for any diminution in the value of the purchased product resulting from handling of the purchased product, other than what was necessary to establish the nature, characteristics and functionality of the goods.
Seller recommendations
Review product characteristics
The image does not show the exact product delivered to the buyer in full detail; therefore, the seller recommends that the buyer carefully review the product characteristics and product description listed in the offer on the website when selecting a product.
Check packaging when receiving
If the packaging is damaged, do not accept the product; instead, immediately draw the courier's attention to the packaging damage and request that the product be returned to the seller. IF THE BUYER DOES NOT REPORT PACKAGING DAMAGE TO THE COURIER AT THE TIME OF RECEIVING THE PRODUCT, IT IS CONSIDERED THAT THE BUYER ACCEPTED THE PRODUCT WITH UNDAMAGED PACKAGING.
Keep the original packaging
If you discover damage to the product after removing the packaging, keep the original packaging and contact the seller within 14 days of the date of receipt of the goods. If the seller arranges transport of the goods for return, the product must be packed in its original packaging to avoid damage to the product. If it is specific packaging (e.g. styrofoam and film), it is necessary to secure the packaging parts to protect the product.
Handle the product carefully
If the packaging is undamaged and you have accepted the product, carefully remove the packaging with as little damage as possible, as damaged packaging diminishes the value of the product. Carefully inspect the product, its nature, characteristics, but do not use or consume the product if you intend to exercise your legal right to contract termination, as any further handling of the product diminishes the value of the product.
Refusal to accept goods
In the event that the buyer orders goods and refuses to accept them without reason (packaging is not damaged), the seller has the right to deduct from the paid purchase price the amount of direct costs of returning the product.
The seller is liable for material defects of goods sold on its pages in accordance with applicable regulations, in particular the Obligations Act of the Republic of Croatia.
Return address
You should return the goods to the address of our distribution centre:
Wealth is Health d.o.o.
Mesekov put 16
10090 Zagreb
Legal basis
The right to unilateral contract termination is excluded by law in several cases. Complete information regarding the buyer's right to unilateral contract termination can be found in the Consumer Protection Act (Official Gazette 41/2014, 110/2015, 14/2019).
Need help with a complaint?
Our customer support team is ready to resolve your complaint as quickly as possible