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CONSUMER COMPLAINT AND RECLAIM

In case you reach a conclusion that for some reason you are not satisfied with the bought product, we kindly ask you to contact us within 14 days from receiving the said product i.e. from the date of receiving the last product on the order, and to follow the below-listed steps:

Send us notification comprising the number of order, the number of the invoice and the content of your complaint at hey@bural.eu.

Depending on your complaint/reclaim and the actual described reason of dissatisfaction with the product, we will send you a notification comprising:
• the possibility of replacing a product
• the return of payment
• the refund
• and other information related to your complaint/reclaim

In the cases of replacement or the return of the product, after reaching an agreement with you, we shall dispatch courier at your address, with a task of collecting the reclaimed product and bringing it back to our storehouse. When the product reaches our storehouse, we will send you a notification on the refund/ shipment of the replacement product. The refund/shipment of the replacement product will be effected within 2-3 days, not later than 14 days. In case this does not happen, please contact us at hey@bural.eu.

In the case packing is damaged, do not go through with the takeover of product, but point out the damaged packing to deliverer and demand that the product gets returned. In case a buyer does not reclaim the damaged packing to a deliverer at the moment of taking over the products, it will be considered that s/he received the products with intact packing.

In case you notice the damage of product after unpacking, preserve the original packing and contact us within 14 days from the date of receiving the goods. In case the return of goods is organized, the product should be packed into its original packing in order to avoid the damage to the product. If the packing is special (e.g. styrofoam or foil), the adequate parts of packing should be fastened in order to protect the product.

We shall try to solve your complaint /reclaim to our mutual satisfaction.

Regulation (EU) No 524/2013 of the European Parliament and of the Council on online dispute resolution for consumer disputes has been valid from 9 January 2016, allowing also the Online Dispute Resolution (ODR) platform at http://ec.europa.eu/odr

In the case of unsolved complaints, consumers can solve their consumer disputes through the bodies which are authorized for alternative dispute resolution for consumers in Croatia, pursuant to the Act on Alternative consumer Dispute (Official Gazette of The Republic of Croatia, no. 121/16).