At DELACCO d.o.o., our goal is to ensure transparent and fair business operations. As our webshop operates primarily as a B2B platform intended for business entities, but also occasionally serves natural persons (consumers), our return and complaint policies differ depending on the customer’s status.
Please read the terms that apply to you carefully.
1. Customer Rights: Consumers vs. Business Entities
The key difference in rights depends on whether you are purchasing as a natural person for personal needs (a consumer) or as a legal entity for your business activities (a B2B customer).
A) Consumers (Natural Persons)
In accordance with the Consumer Protection Act, if you are a natural person, you have the right to unilaterally withdraw from a distance contract (concluded via the webshop) within 14 days without providing a reason. The period begins on the day you receive possession of the goods.
Exceptions to the Right of Withdrawal: A consumer does not have the right to a return if the subject of the contract is goods made to the consumer’s specifications or clearly personalized for them. This category includes all special products and products manufactured to a specific customer order.
Return Costs: You are responsible for bearing the direct costs of returning the goods.
Liability: You are responsible for any diminished value of the goods resulting from handling them in a way other than what is necessary to establish their nature, characteristics, and functionality.
B) Business Entities (Legal Persons – B2B)
For customers who are legal entities (companies, sole traders), the provisions of the Consumer Protection Act regarding the right to unilaterally withdraw from a contract do not apply. Transactions between business entities are governed by the Croatian Obligations Act and these terms.
The return of goods is possible exclusively under the following conditions:
RETURNS ARE POSSIBLE EXCLUSIVELY FOR: Standard products that were available in the DELACCO d.o.o. warehouse at the address Čabdin 53, 10450 Jastrebarsko, at the time of order.
RETURNS ARE NOT POSSIBLE FOR:
Standard products that are ordered from our partners’ central warehouses across the EU.
Special products and products that are manufactured to a specific customer order.
Justification: Products for which returns are not possible generate significant, non-refundable logistics and handling costs for us. In the event of a return, such goods are extremely difficult to sell to another customer, which causes the company significant financial damage and directly jeopardizes business stability. We ask for your understanding in this matter.
2. Return and Exchange Procedure (in approved cases)
Notification: Before the deadline expires (14 days for consumers), you must inform us of your decision by an unequivocal statement sent to our e-mail: sales@delacco.com. Consumers can also use the withdrawal form.
Arrangement: Our team will contact you with further instructions.
Shipping the Goods: Return the goods without delay to the address: DELACCO d.o.o., Čabdin 53, 10450 Jastrebarsko, Croatia. The goods must be unused, undamaged, and preferably in the original packaging with all accompanying documentation.
Refund: After the goods have been returned and inspected, we will issue a refund within 14 days, using the same payment method you used for the transaction.
3. Complaints and Liability for Material Defects
A) Damage on Delivery
Please inspect the shipment for any visible damage immediately upon receipt. If damage is present, report it to the delivery person immediately, who is obliged to make a record of it. We will not be able to accept subsequent complaints about damage that occurred during transport.
B) Material Defects
As the seller, we are liable for material defects that the goods had at the moment the risk passed to the buyer. A consumer is obliged to inform us of the existence of visible defects no later than two months from the day the defect was discovered.
In the case of a material defect, please contact us at sales@delacco.com with a detailed description of the problem so we can arrange an inspection of the item and resolve the complaint in accordance with legal regulations.
4. Warranty and Service
For all products that come with a warranty, the warranty card and instructions are included with the product. If a defect occurs within the warranty period, please follow the instructions on the warranty card and contact the authorized service center listed in the documentation.
5. Resolution of Complaints and Disputes
You can send any complaints in writing to our address: DELACCO d.o.o., Čabdin 53, 10450 Jastrebarsko, Croatia, or via e-mail to sales@delacco.com. We will respond to your complaint in writing within the legal deadline of 15 days.
In the event of a dispute, it is possible to use the European Union’s platform for Online Dispute Resolution (ODR platform).
For all disputes that cannot be resolved amicably, the competent court in the Republic of Croatia has jurisdiction.
