Returns and complaints

EXCERPT FROM THE GENERAL TERMS AND CONDITIONS OF THE APRIVE WEB STORE – PRE-CONTRACTUAL INFORMATION

SUBMISSION OF WRITTEN CONSUMER COMPLAINTS

If the Customer is not satisfied with the service provided or the delivered product, LIAGO COSMETICS d.o.o. will respond to every complaint as soon as possible and take actions to improve the service.

In accordance with Article 10 of the Consumer Protection Act, we inform consumers (natural persons) of the possibility of submitting a written complaint. The consumer may submit a written complaint:

  • via e-mail: complaints@aprive-cosmetics.com
  • by post to: LIAGO COSMETICS d.o.o., Matijevka 4, Zagreb, Republic of Croatia, marked “CONSUMER COMPLAINT”

The Seller shall confirm receipt of the complaint without delay and provide a written response no later than 15 days from the date of receipt of the complaint, with a clear statement regarding the validity of the complaint.

The Seller keeps and maintains records of written complaints for at least 1 year from the date of receipt.

RIGHT OF UNILATERAL TERMINATION OF THE CONTRACT

In accordance with the Consumer Protection Act, the consumer has the right to unilaterally terminate a distance contract within 14 days without stating a reason, except in cases prescribed by law.

The withdrawal period begins on the day the product is delivered into the possession of the Consumer.

In order to exercise this right, the Consumer must send a clear statement of termination before the expiry of the deadline:

The Consumer must return the product no later than 14 days from the date of sending the statement of termination. You may use the form.

The Consumer bears the direct costs of returning the product.

The Seller shall refund the paid amount upon receipt of the returned product, using the same payment method, unless the Consumer expressly agrees to another method.

IMPORTANT – EXCEPTIONS TO THE RIGHT OF WITHDRAWAL

The Consumer does not have the right to unilaterally terminate the contract in cases prescribed by law, especially if the subject of the contract is:

  • goods made according to the consumer’s specifications
  • perishable goods
  • sealed goods that are not suitable for return for health or hygiene reasons if opened
  • goods inseparably mixed with other items

The Consumer does not have the right of withdrawal for opened cosmetic products.

The Consumer is responsible for any diminished value of the goods resulting from handling that was not necessary to determine the nature, characteristics, and functionality of the product.

LIAGO COSMETICS d.o.o.