Complaints
1. In accordance with the Consumer Protection Act, the Buyer can submit written complaints by mail to the address:
Navela d.o.o., Valica 15, 52100 Pula
or via email to: navela@navela.hr
2. NAVELA d.o.o. is obliged to provide a written response to the complaint no later than 15 days from the date of receipt.
3. Please send us the following information: your order number, invoice number, or username, a description of the complaint, and a photo of the product via email to navela@navela.hr.
4. We will send you confirmation of receipt of the complaint and, based on your description, provide information on whether the product can be exchanged for a new one or if a refund can be issued.
5. In cases where the product can be exchanged for a new one or a refund is applicable, we will arrange a courier to collect the claimed product from your address and return it to our warehouse.
6. Once the product arrives at our warehouse, we will notify you about the refund or the dispatch of a replacement product. Refunds or replacements will be processed within 3-5 working days, and no later than 15 days. If this is not the case, please contact us by phone at 052/866-070 or via email at navela@navela.hr.
7. If the shipment is damaged during transport, such damage is visible upon delivery. In such cases, please do not accept the shipment. Contact us as soon as possible so we can inspect the shipment and send you a replacement.
8. We believe that we will resolve your complaint to mutual satisfaction.
Unilateral Termination in Consumer Contracts
1. In accordance with Article 72, paragraph 1 of the Consumer Protection Act, the consumer may unilaterally terminate the contract within 14 (fourteen) days from the delivery of the goods to the Buyer without providing a reason.
2. The Buyer does not have the right to unilaterally terminate the contract in the cases listed in Article 79 of the Consumer Protection Act.
3. In accordance with Article 77, paragraph 5 of the Consumer Protection Act, in the case of returning goods due to unilateral termination, the Buyer is responsible for any reduction in the value of the goods resulting from handling the goods, except for what was necessary to determine the nature, characteristics, and functionality of the goods.
4. To exercise the right to unilateral termination, the Buyer must notify Navela d.o.o. of their decision to unilaterally terminate the contract before the expiration of the 14-day period. The statement must be sent by mail to Navela d.o.o., Valica 15, 52100 Pula, Croatia, or by email to navela@navela.hr. The statement should include: invoice number, invoice date, full name, address, phone number, fax number, or email address.
5. If the Buyer unilaterally terminates the contract, a refund will be issued, including delivery costs, without delay, and no later than 14 (fourteen) days from the date Navela d.o.o. receives the Buyer’s decision to terminate the contract, unless the Buyer has selected a different delivery option that is not the cheapest standard delivery offered.
6. Refunds will be made using the same payment method as the original payment. If the Buyer agrees to a different method of refund, they will not incur any additional costs. Navela d.o.o. may delay the refund until the products are returned or proof of their return is provided.
7. The Buyer must return or send the goods to Navela d.o.o., Valica 15, 52100 Pula, Croatia, without undue delay, and in any case, no later than 14 (fourteen) days from the date they notified of their decision to terminate the contract.
8. The direct costs of returning the products must be borne by the Buyer. Buyers are encouraged to call 052/866-070 before terminating the contract to receive instructions on how to return the product.
9. The product being returned must be in its original packaging with a label, accompanying contents, receipt, user manual, and warranty card. Navela d.o.o. will determine the refund conditions and the percentage reduction in the refund amount due to the reduced value of the product.
10. The consumer bears the cost of returning the goods.
The form for unilateral termination of the contract can be downloaded [here].
Complaints
1. In accordance with the Consumer Protection Act, the Buyer can submit written complaints by mail to the address:
Navela d.o.o., Valica 15, 52100 Pula
or via email to: navela@navela.hr
2. NAVELA d.o.o. is obliged to provide a written response to the complaint no later than 15 days from the date of receipt.
3. Please send us the following information: your order number, invoice number, or username, a description of the complaint, and a photo of the product via email to navela@navela.hr.
4. We will send you confirmation of receipt of the complaint and, based on your description, provide information on whether the product can be exchanged for a new one or if a refund can be issued.
5. In cases where the product can be exchanged for a new one or a refund is applicable, we will arrange a courier to collect the claimed product from your address and return it to our warehouse.
6. Once the product arrives at our warehouse, we will notify you about the refund or the dispatch of a replacement product. Refunds or replacements will be processed within 3-5 working days, and no later than 15 days. If this is not the case, please contact us by phone at 052/866-070 or via email at navela@navela.hr.
7. If the shipment is damaged during transport, such damage is visible upon delivery. In such cases, please do not accept the shipment. Contact us as soon as possible so we can inspect the shipment and send you a replacement.
8. We believe that we will resolve your complaint to mutual satisfaction.
Dispute Resolution
The Seller and Buyer will endeavor to resolve any disputes amicably and through mutual agreement. Failing this, the court in the Seller's place of business shall have jurisdiction.
