The buyer has the right to return goods in the following cases:

• delivery of goods not ordered
• delivery of goods that have a defect or damage that did not occur during transport
• other cases in accordance with the legal framework

Replacement of the advertised product (read the detailed text under Complaints/returns)
The buyer can exchange the purchased product within 14 (fourteen) days of receipt at the delivery address. The web shop https://ivancicfamilywinery.com.hr/ undertakes to replace the advertised product with the same or a product with similar characteristics of the same price and quality class within 30 days of receiving the request. The buyer is obliged to deliver the advertised product in undamaged original packaging. Products with visible damage, products that the customer has tried to repair and products without original packaging cannot be replaced. The trader will approve the return of goods to the buyer after a justified complaint received exclusively. In the event of the inability to deliver other goods, the trader will compensate the buyer for the value of the goods that he is no longer able to deliver. In the event of a return of goods that was not due to the trader’s negligence, the buyer bears all handling costs incurred.

Contract cancellation
The customer can cancel the contract without giving a reason within fourteen (14) working days. The cancellation period begins on the day the customer receives the product. The buyer must inform the trader about the cancellation of the contract in writing. This can be done in writing to the e-mail address:
ivancicfamilywinery@gmail.com or by mail to:

OPG Ivančić Ivan
Plešivica 52, 10450, Jastrebarsko

The contract is considered cancelled when the trader receives written notice. In case of cancellation of the contract, the buyer is obliged to return the product to the trader at his own expense within 7 days from the cancellation of the contract. The product(s) you are returning must be complete, in the original and undamaged packaging with all associated undamaged parts, accessories and documentation. Used products cannot be returned. The buyer has the right to cancel the contract in accordance with the Consumer Protection Act IV, Article 72, which deals with general provisions for distance contracts.

• any contract concluded by means of remote communication to which the rules contained in this article of the Act apply, the consumer may, without giving a reason, terminate it within fourteen days,
• in the case of concluding a sales contract, the deadline from paragraph 1. of this Article shall commence on the day on which the goods which are the subject of the contract are delivered into the possession of the consumer or a third party designated by the consumer, who is not the carrier.
• If the consumer has ordered multiple items of goods in one order that need to be delivered separately, or if the goods are delivered in multiple pieces or multiple shipments, the period referred to in paragraph 1 of this article begins to run from the day on which the consumer or a third party designated by the consumer, who is not the carrier, is given possession of the last item or the last shipment of goods. The trader undertakes to refund the entire amount paid to the buyer within fourteen (14) working days upon receipt of a written notice of termination of the contract.

Download the contract termination form

Exclusion of the right to cancel the contract

The consumer does not have the right to terminate under Article 79. Consumer Protection Act if it concerns a contract:

• on the sale of a product or the provision of a service whose price depends on changes in the financial market that are beyond the trader’s influence, and which may occur during the duration of the consumer’s right to unilaterally terminate the contract,
• on the sale of a product made to the consumer’s specifications, a product made exclusively for the consumer, or a product which, due to its nature, cannot be returned or is subject to rapid deterioration,
• on the sale of audio or video recordings, and computer programs that have been unpacked by the consumer,
• on the sale of books and other publications.

Dispute resolution
In the event of a dispute between a consumer and a trader, a complaint can be filed with the Court of Honor of the Croatian Chamber of Commerce, the Court of Honor of the Croatian Chamber of Crafts, a proposal for mediation with the Mediation Center or the European Commission via the online dispute resolution form. The trader and the consumer will try to resolve any disputes through agreement and amicably, otherwise the Court in Zagreb shall have jurisdiction. By purchasing the product, the customer accepts the terms and conditions.