Returns and complaints

In the event that the customer is dissatisfied with the purchased product or the service provided for any reason, he/she may send a complaint to the following e-mail address: info@mnly.eu ; additionally, he/she may do so in writing to the address: Cosmetic code doo, Puškarićeva 18, 10 250 Zagreb. We will confirm receipt of the complaint in writing without delay, and the written complaint will be responded to within 15 days, for which reason the written complaint must include at least the name, surname and address.

The buyer has the right to return goods in the following cases:

• delivery of goods not ordered
• delivery of expired goods
• delivery of goods that have a defect or damage

In the event of a justified complaint, the customer has the right to terminate the contract with a refund of the amount paid or exchange for a correct, undamaged and valid product.

Cosmetic code doo accepts 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 the product with a new product is fully borne by Cosmetic code doo

Right to unilaterally terminate the contract

The buyer has the right, without giving reasons, to unilaterally terminate a contract concluded outside the business premises or at a distance within 14 days. The period begins to run from the day on which the buyer or a third party designated by the buyer, who is not the carrier, has received the goods that are the subject of the contract. If the buyer has ordered several items of goods that are to be delivered separately in one order, or if the goods are delivered in several items or in several shipments, the period begins to run from the day on which the buyer or a third party designated by the buyer, who is not the carrier, has received the last item or shipment of goods.
Before the expiration of the term for unilateral termination of the contract, the buyer is obliged to inform the trader about his decision to terminate the contract, using the form for unilateral termination of the contract or through any other unambiguous statement expressing his will to terminate the contract. The buyer is obliged to send declarations of termination of the contract before the expiry of the term for termination of the contract.

If the buyer exercises his right to unilaterally terminate the contract, the parties are not obliged to fulfill their obligations under the contract concluded outside the business premises and the contract concluded at a distance.
In the event of termination of the contract, each party is obliged to return to the other what it received under the contract.

The buyer is not obliged to compensate any costs that would be a consequence of exercising his right to unilateral termination of the contract, except for those provided for in Article 76 and Article 77 of the Law on Consumer Protection.
If the buyer exercises his right to unilaterally terminate the contract, the trader must, without delay, and no later than 14 days from the day on which he received notification of the buyer's decision to terminate the contract, refund to the buyer everything he has paid under the contract.

Exceptionally, the trader is not obliged to reimburse additional costs resulting from the buyer's express choice of a type of transport that is different from the cheapest type of standard transport offered by the trader.
Unless the trader has offered to collect the goods returned by the buyer himself, the trader must refund the payment only after the goods have been returned to him, that is, after the buyer provides him with proof that he has sent the goods back to the trader, if the trader was informed of this before receiving the goods.

The merchant must refund the amount paid using the same means of payment used by the customer when paying, unless the customer expressly agrees to another means of payment, and assuming that the customer is not obliged to pay any additional costs for such a refund. In the case of cash on delivery, the merchant will return the price paid for the returned product to the customer by bank transfer to the IBAN number of the bank account provided by the customer.
Unless the trader has offered to collect the goods returned by the buyer himself, the buyer must return the goods without delay and at the latest within 14 days from the day on which he informed the trader of his decision to withdraw from the contract. The buyer is deemed to have fulfilled his obligation on time if, before the expiry of the deadline, he sends the goods or hands them over to the trader or to a person authorised by the trader to receive the goods.

The buyer must only bear the direct costs of returning the goods, unless the trader has agreed to bear these costs or if the trader has failed to inform the buyer that he is obliged to bear these costs.

If, in the case of a contract concluded away from business premises, the goods were delivered to the buyer's home at the time of conclusion of the contract, the trader must take possession of the goods at his own expense if, due to their nature, the goods cannot be returned in the usual way, by post.

The buyer is responsible for any decrease in the value of the goods that is the result of handling the goods, except for that which was necessary to determine the nature, characteristics and functionality of the goods.

The buyer does not have the right to unilaterally terminate the contract if the subject of the contract is perishable goods or goods that expire quickly, or if the subject of the contract is sealed goods that are not suitable for return for health or hygiene reasons if they were unsealed after delivery. Also, the buyer does not have the right to unilaterally terminate a service contract that the trader has fully fulfilled, and the fulfillment has begun with the buyer's express prior consent and with his confirmation that he is aware of the fact that he will lose the right to unilaterally terminate the contract from this section if the service is fully fulfilled.
You can download the unilateral termination form in English or Croatian .