Reason for withdrawal from the contract
- The product did not meet my expectations
- The product’s size or dimensions are not suitable
- I do not like the product
To help us improve our products and customer experience, you may indicate the reason for withdrawing from the contract by selecting one of the available options.
Providing a reason is optional and does not affect your right to withdraw from the contract.
Important notice
The customer must return the goods without undue delay and no later than 14 days from the date on which they informed Vrsna d.o.o. of their decision to withdraw from the contract.
The customer bears the direct cost of returning the goods.
Vrsna d.o.o. will refund all payments received without undue delay and no later than 14 days from the date on which it receives the notice of withdrawal. The refund may be withheld until the goods have been returned or the customer provides evidence that the goods have been sent back, whichever occurs first.
Conditions for returning goods
The customer is responsible for any reduction in the value of the goods resulting from handling beyond what was necessary to establish their nature, characteristics and functionality.
To allow the return to be processed properly, the product should be returned:
- unused and undamaged
- with all accompanying parts
- in its original packaging, where possible
- together with all documentation supplied with the product
- with all protective labels intact and in place
- in a condition that allows the product to be inspected and processed further.
For food products, opened, damaged or otherwise compromised protective packaging may prevent a return if, for health or hygiene reasons, the product is no longer suitable for return.
Withdrawal period and procedure
The customer may withdraw from a distance contract without providing a reason within 14 days from the date on which the goods are delivered into the possession of the customer or a third party designated by the customer, other than the carrier.
To exercise the right of withdrawal, you must notify Vrsna d.o.o. of your decision before the 14-day period expires by means of an unequivocal statement. The statement should include:
- the customer’s full name
- the order number
- the name of the product concerned
- an email address or other contact details
- an unequivocal statement that you are withdrawing from the contract.
You may submit your notice:
- by post to:
Vrsna d.o.o.
Kelekova 4, Sesvete 10360, Croatia - by email to:
info (at) vrsna-chocolates. eu - through the electronic withdrawal form available on our website.
After the electronic form has been submitted, we will send you confirmation of receipt by email without undue delay, including the content of the notice and the date and time of submission.
If a single order is delivered in several separate shipments, the 14-day period begins on the date on which the customer or a designated third party takes possession of the final shipment or the final item.
Exceptions to the right of withdrawal
In accordance with the Croatian Consumer Protection Act, the right of withdrawal does not apply, in particular, where the contract concerns:
- goods made to the customer’s specifications
- goods clearly customised or personalised for the customer
- goods that are liable to deteriorate or expire rapidly
- sealed goods that are not suitable for return for health-protection or hygiene reasons if they have been unsealed after delivery.
Consequently, the right of withdrawal cannot be exercised for personalised chocolates, personalised packaging or other products made or customised according to the customer’s individual requirements.
These restrictions do not affect the customer’s statutory rights in the event of a defective product, damage during delivery, an incorrectly supplied product or another lack of conformity for which Vrsna d.o.o. is responsible.
Return costs
The customer bears the direct cost of returning the goods.
Parcels sent cash on delivery will not be accepted unless otherwise agreed in advance with Vrsna d.o.o.
Refunds
In the event of a valid withdrawal from the contract, we will refund all payments received for the goods concerned, including the cost of the least expensive standard delivery option offered.
We are not required to refund additional costs resulting from the customer’s choice of a delivery method that is more expensive than the least expensive standard delivery option offered.
The refund will be made using the same payment method used for the original transaction unless another method has been expressly agreed. The customer will not incur any additional fees as a result of the refund.
For refunds to payment cards, it may take several working days for the amount to appear in the customer’s account, depending on the bank or card issuer.
Returning the goods
The goods must be sent to:
Vrsna d.o.o. – Vrsna Chocolates
Kelekova 4, Sesvete 10360, Croatia
We recommend using a delivery service that provides shipment tracking and retaining proof of postage until the return process has been completed.
Delivery to a post office or parcel locker only, without prior agreement with Vrsna d.o.o., will not be considered a properly completed return.