Return or Complaint Policy
The Seller is liable for material defects of the items sold on its website in accordance with the applicable regulations of the Republic of Croatia, in particular the Civil Obligations Act.
Ordered products are packaged in such a way that they are not damaged by normal handling during transport/delivery.
In the event that the shipment is damaged during transport, such damage is visible upon receipt of the shipment, and in such case the Buyer does not accept the goods.
The Buyer is obliged to inspect the packaging of the shipment upon receipt of the product. If the packaging of the shipment has visible external and possible internal damage/defects that occurred during transport, we recommend that the Buyer refuse to accept the shipment and immediately report the damage to the delivery worker. By refusing to accept the receipt, the delivery service will fill out a Damage Report and return the shipment to the Seller.
In the event of a visible defect in the product upon receipt of the shipment, the Buyer is not obliged to accept the delivered product, may refuse to accept it and does not bear the costs of delivering such a product.
When receiving the goods, checking the correctness of the order depends on the buyer, and the buyer is obliged to compare the received items with the invoice, if something is missing, he is obliged to send a written complaint/complaint immediately, because subsequent complaints will not be accepted.
It is considered that the products that were duly received by the Customer had no visible defect. The customer has the right to complain in relation to material defects in the deadlines and for the reasons prescribed by the provisions of the Law on Mandatory Deadlines. The customer can send a written complaint or complaint to the e-mail info@kampoptrema.hr or by phone at +385 95 3696 500, or in writing to the address: Val-Travel Camp j.d.o.o., Sesta Ivana Mazuranica 6 10362 Kasina Zagreb with the indication Complaint.
In order to determine as quickly as possible the specific order to which the Buyer has an objection, in the objection, the Buyers are asked to state the order number, the account number or their username.
The customer has the right to a justified complaint and to return the goods in the following cases:
- delivery of goods that were not ordered,
- delivery of expired goods,
- delivery of goods that have a fault or damage that did not occur during transport.
If the product has a hidden defect (a defect that could not be detected by a normal inspection when picking up the item) that the Buyer finds after opening the product - the Buyer has the right to unilateral termination of the contract and refund, replacement of the product, removal of the defect or price reduction.
If it is about damage and/or malfunction of the delivered goods, the Customer should send a photo of the said complaint to info@kampoprema.hr so that it can be accepted based on subsequent physical evidence.
Otherwise, the seller will consider the complaint valid if, after examining the product, he determines that it meets the conditions for a complaint in accordance with the Obligatory Relations Act and the Consumer Protection Act. In this case, within 15 days of receiving a valid complaint, they will replace the product or return the entire amount paid with termination of the contract. If, however, it determines that the complaint is not valid, i.e. if it rejects the complaint, it will notify the Buyer of the same within 15 days from the date of receipt of the complaint.
The Seller will accept the return of damaged, defective or incorrectly delivered goods at its own expense, if it is determined that the complaint is justified and that the Buyer did not influence the correctness, damage or any defect of the goods.
In the event of a justified complaint, the cost of replacing it with a new product is fully borne by the Seller.
In the event of a dispute over the justification of the complaint and/or the authenticity of the product and if the Buyer, based on a subjective assessment, believes that he/she did not receive an adequate product and/or service, it is common practice in business practice to report the case to one of the competent institutions. The competent and official bodies then carry out all necessary checks to determine the correctness and compliance with applicable laws. After a decision is made, both parties, both the Buyer and the Seller, receive a specified report. Such an official report of an independent and official body is considered authoritative and sufficient to complete the complaint procedure.
