Complaints procedure

Under Art. 10 of the Croatian Consumer Protection Act (NN 19/2022) we are required to publish a complaints procedure and to respond in writing within 15 days. Here it is.

How to file a complaint

• By email: (preferred — your file reaches us instantly).gbbanusic@gmail.com
• By post: addressed to the OBRT at the address in the imprint.

What your complaint must contain

• Your full name and a reply address.
• Order number (JC-YYYY-NNNN), shown in your confirmation email.
• A short description of the problem.
• Photographs of any damage or defect, if applicable.

Response time

We send a written response within 15 days of receiving your complaint, in accordance with Art. 10 (5) of the Consumer Protection Act.

Material defects

The seller is liable for material defects that existed at the moment risk passed to you, and for defects appearing within 2 years of delivery (Art. 41–53 Consumer Protection Act). Available remedies: (a) repair, (b) replacement, (c) price reduction, (d) rescission.

Withdrawal vs. complaint

These are different rights. Withdrawal (30 days, no reason needed) lives on the Returns page. The complaints procedure here is for defects, mis-described works, or delivery problems.

EU online dispute resolution

If you are an EU consumer and we cannot resolve the matter amicably, you may use the European Commission's ODR platform at ec.europa.eu/consumers/odr.