Refund policy

The consumer may unilaterally terminate the contract within 14 days without giving any reason.

The 14-day period begins to run from the day the product is delivered into the possession of the consumer or a third party designated by the consumer, who is not the carrier.

If the consumer orders multiple pieces of products in one order that need to be delivered separately, or if it is goods delivered in multiple pieces or shipments, the 14-day period begins to run from the day the last piece or last shipment of the product is delivered into the possession of the consumer or a third party designated by the consumer, who is not the carrier.

If regular delivery of goods is agreed upon over a certain period, the 14-day period begins to run from the day the first piece or first shipment of the product is delivered into the possession of the consumer or a third party designated by the consumer, who is not the carrier.

If the consumer is not informed about the right to terminate the contract, the consumer's right to unilateral termination of the contract expires 12 months after the expiration of the 14-day period.

If the seller has provided the consumer with notice of the right to terminate the contract within 12 months, the right to unilateral termination of the contract expires 14 days after the consumer received that notice.

In order for the consumer to exercise the right to unilateral termination of the contract, they must notify the seller of their decision to unilaterally terminate the contract before the expiration of the 14-day period with an unequivocal statement sent by mail to the address Gruška 6, Zagreb or by email to info@marli.hr, in which they will state their name and surname, address, telephone number, fax number, or email address. The consumer may, at their own discretion, also use the sample form for unilateral termination of the contract provided below. The consumer can electronically fill out the sample form for unilateral termination of the contract by clicking here. The seller will send the consumer confirmation of receipt of the statement of unilateral termination of the contract without delay, by email. In case of contract termination, each party is obliged to return to the other party what they received under the contract. Except when the seller has offered to collect the goods that the consumer returns themselves, the seller must refund the payment only after the goods have been returned to them, or after the consumer provides proof that the goods have been sent back to the seller, if the seller was informed about this before receiving the goods. The seller is not obliged to refund additional costs resulting from the consumer's explicit choice of a type of transport different from the cheapest type of standard transport offered by the seller. The seller must refund the payment using the same payment method used by the consumer during payment, unless the consumer explicitly agrees to another payment method, and provided that the consumer is not obliged to pay any additional costs for such a refund.

Unless the seller has offered to collect the goods that the consumer returns themselves, the consumer must return the goods without delay and no later than 14 days from the day they notified the seller of their decision to terminate the contract.

It is considered that the consumer has fulfilled their obligation to return the goods on time if they send the goods or hand them over to the seller or a person authorized by the seller to receive the goods before the deadline expires.

All direct costs of returning the product must be borne by the consumer. The consumer is responsible for any reduction in the value of the goods resulting from handling the goods other than what was necessary to establish the nature, characteristics, and functionality of the product.

To determine the nature, characteristics, and functionality of the goods, the consumer may handle and inspect the goods only in the manner customary when purchasing goods in the seller's premises. The goods that the buyer intends to return within 14 days must not be worn, used, or subjected to any other actions that would reduce the value of the goods.

During the period in which the consumer exercises the right of return, the goods must be kept with due care, i.e., the consumer must behave as a particularly careful and conscientious person. In case of a reduction in the value of the product resulting from handling the product, the seller will charge from the amount of the received purchase price in proportion to the reduction in the value of the goods according to their own assessment, taking into account the objective criteria of each individual case.

To facilitate the consumer in drafting a written contract termination, below is an informative form for unilateral termination of the contract which the consumer can fill out and send to the seller's address Marli d.o.o., Gruška 6, 10 000 Zagreb or by email to info@marli.hr. The consumer can also fill out the contract termination by clicking the link indicated above.

The right to terminate the purchase contract is not allowed in the following cases when:

1. the subject of the contract is goods made according to the consumer's specification or clearly customized to the consumer,
2. the subject of the contract is sealed goods that are not suitable for return due to health or hygiene reasons if unsealed after delivery,
3. the subject of the contract is goods that, due to their nature, are inseparably mixed with other items after delivery,
4. the consumer specifically requested the trader's visit to perform urgent repairs or maintenance work, provided that if during such a visit, in addition to the services explicitly requested by the consumer, the trader provides other services or delivers other goods besides those necessary for urgent repairs or maintenance work, the consumer has the right to unilaterally terminate the contract regarding those additional services or goods.

When the buyer is a legal entity, the section of these General Terms and Conditions entitled "Right to unilateral termination of the contract" does not apply to them. For legal entities, the Law on Obligations and the Law on Electronic commerce apply.