Refund policy

 

Returns and Complaints

 

If the customer is dissatisfied with the purchased product or service received, they may submit a complaint via email to info@naeriss.com or in writing to the following address:

Gambits d.o.o.

Zagrebačka 58, 48214, Sv.I.Žabno

Upon receiving the complaint, the customer will promptly receive written confirmation of receipt. The complaint will be processed, and a response will be provided within 15 days. To facilitate timely processing, customers should include at least their full name, surname, and address in the complaint.

 

A customer is entitled to a return in the following cases:

• If the delivered product does not match the order

• If the product has expired

• If the product has defects or is damaged

 

If the complaint is justified, the customer may choose between contract termination with a full refund or an exchange for a correct, undamaged, and valid product.

 

Gambits d.o.o. will cover the cost of returning the product if the complaint is deemed valid and if the customer did not cause the defect, damage, or any issue with the product. In such cases, Gambits d.o.o. will also bear the full cost of replacing the product.

Right to Unilateral Contract Termination

 

The customer has the right to unilaterally terminate a distance or off-premises contract without providing a reason within 14 days. This period begins:

• From the day the customer or a designated third party (not the carrier) receives the product

• For orders containing multiple separately delivered items – from the day the last item from the order is received

 

To exercise the right to terminate the contract, the customer must notify the seller in due time, either by submitting a contract termination form or via any other clear statement expressing the intention to terminate. This statement must be sent before the 14-day period expires.

 

Consequences of Contract Termination:

• Both the customer and the seller are released from their obligations under the contract

• The customer must return the received product, and the seller must refund the amount paid

 

The customer will not bear any additional costs related to the contract termination except for those stipulated in Articles 83 and 84 of the Consumer Protection Act.

 

The seller must process the refund within 14 days of receiving the termination notice, unless otherwise agreed upon.

 

Exceptions to the Right of Unilateral Contract Termination:

• If the purchased product is perishable or has a short expiration period

• If the sealed product was opened after delivery and, due to hygiene or health reasons, cannot be returned

• If the contract involves a service that has been fully performed with the customer’s prior explicit consent

 

The customer can download the contract termination form here.