Product exchange, complaints and return

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

• delivery of goods that were not ordered
• delivery of goods that have a fault 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 customer can exchange the purchased product within 14 (fourteen) days of receipt at the delivery address. Web shop mamm-destilerija.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 customer 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 merchant will approve the return of the goods to the buyer after a justified complaint received exclusively. In the event of a return of goods that was not caused by the trader’s fault, the buyer bears all the manipulative costs incurred.

Cancellation of contract
The customer can cancel the contract without giving a reason within fourteen (14) working days. The contract cancellation period starts from the day the customer received 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: mamm.destilerija@gmail.com or by post to the address:

MAMM obrt za proizvodnju jakih alkoholnih pića,
Dragutina Domjanića 58,
33405 Pitomača.

The contract is considered canceled when the merchant 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 customer has the right to cancel the contract in accordance with the Consumer Protection Act, Section IV, Article 72, which deals with the 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 period referred to in paragraph 1 of this article begins to run from the day when the goods that are the subject of the contract are handed over to the consumer or a third party designated by the consumer, who is not the carrier
• if with one order the consumer ordered several pieces of goods that should be delivered separately, i.e. if it is a question of goods that are delivered in several pieces or in several shipments, the period referred to in paragraph 1 of this article begins to run from the day when the consumer or a third party determined by by the consumer, who is not the carrier, the last piece or the last shipment of goods handed over. The trader undertakes to return the entire amount of funds paid to the buyer within fourteen (14) working days after receiving 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 based on Article 79 of the Consumer Protection Act if it is a contract:

• on the sale of a product or the performance 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 unilateral termination of the contract,
• on the sale of a product made on the basis of the consumer’s specification, a product made exclusively for the consumer or a product that due to its nature cannot be returned or is subject to rapid deterioration,
• on the sale of audio or video, and computer programs unpacked by the consumer,
• on the sale of books and other publications.

Dispute resolution
In the case of a dispute between a consumer and a trader, an application can be submitted to the Court of Honor of the Croatian Chamber of Commerce, the Court of Honor of the Croatian Chamber of Crafts, a proposal for conciliation to the Center for Conciliation or the European Commission via the form for online dispute resolution. The trader and the consumer will try to resolve any disputes by agreement and peacefully, otherwise the Court in Virovitica is competent.
By purchasing the product, the customer accepts the business conditions.