Returns and complaints
If a buyer for any reason is unsatisfied with the purchased product or provided service, a complaint can be forwarded to the email address: firstname.lastname@example.org or you can contact us in writing at our address: The Brush Stash d.o.o., Ulica Vjenceslava Novaka 9, 10000 Zagreb. The complaint received via the email address will be verified without delay, and a replay to a written complaint will be made within 15 days. The written complaint must state at least the name, surname and address, and if the buyer wants us to contact him or her as soon as possible, they can provide their contact number.
The buyer has the right to return goods in the following cases:
- accidental delivery of the wrong goods which were not ordered
- delivery of ordered goods which are faulty or damaged
In the event of a justified complaint, the buyer has the right to terminate the contract along with a refund for the paid amount or a replacement for a correct, undamaged and valid product.
The Brush Stash d.o.o. accepts the return of damaged, faulty or wrongly delivered goods at the company’s expense, if it is ascertained that the complaint is justified and that the buyer has not affected the correct functioning, damaged or any other inadequacy of the goods. In the event of a justified complaint, the cost of replacing the product with a new product is fully borne by The Brush Stash d.o.o.
Due to the nature of products and hygiene standards which we maintain, The Brush Stash d.o.o. does not accept the return of goods taken out of the protective folio and/or used.
Right to unilateral termination of the Contract
The buyer has the right, while not citing the respective reasons, to unilaterally terminate a contract concluded outside of business premises or a distance contract within a period of 14 days. The deadline begins from the day when the buyer or a third party assigned by the buyer, and which is not the transporter, is delivered the goods which are the subject of the contract. If in a single order, the buyer purchases a number of items which are to be delivered separately, meaning if it involves goods which are delivered as separate items or as a number of consignments, the deadline begins from the day when the buyer of their person assigned by the buyer, and which is not the transporter, receives possession of the last item or last consignment of goods.
The buyer shall prior to expiration of the deadline for unilateral termination of the contract, inform the retailer of his or her decision to terminate the contract using the form intended for unilateral termination of contracts or in the form of some other unambiguous statement expressing his or her will to terminate the contract. The statement on termination of the contract is to be sent by the buyer prior to expiration of the deadline for termination of the contract.
If the buyer utilises his or her right to unilaterally terminate the contact, the parties are not obliged to fulfil their obligations from the contract concluded outside of the business premises and distance contract. In the event of termination of the contract, each party is obliged to return to the other party what it has received based on the contract. The buyer is not obliged to reimburse any costs resulting from utilisation of his or her right to unilaterally terminate the contract, except those foreseen by Articles 76 and 77 of the Consumer Protection Act.
IIf the buyer utilises his or her right to unilaterally terminate the contract, the retailer must without delay, and no later than within 14 days of receiving the buyer’s decision on termination of the contract, to refund to the buyer the amount paid based on the contract
In exceptional circumstances, the retailer is not obliged to refund additional costs which are the result of the buyer’s express selection of the type of transport and which differs from the cheapest type of standard transport offered by the retailer.
Unless offering to take receipt of the goods which the buyer returns on his or her own, the retailer must refund the paid amount only after the goods are returned, i.e., after the buyer has provided evidence that the goods were sent back to the retailer, if the retailer is informed of the matter prior to receiving the goods.
The retailer must refund the paid amount using the same means of payment which the buyer used when paying, except if the buyer expressly consents to some other means of payment, and under the presumption that the buyer is not obliged to pay any additional costs for such a refund. In case of payment upon delivery, the retailer will refund to the buyer the purchase price for the returned product via a payment order to the IBAN number of the bank account provided by the buyer.
Unless the retailer offers to take receipt of the goods which the buyer otherwise returns him or herself, the buyer must return the goods without delay within 14 days of having informed the retailer of his or her decision to terminate the contact. It shall be deemed that the buyer fulfilled his or her obligation on tie if prior to expiration of the deadline, the goods are sent or handed over to the retailer, i.e., person whom the retailer has authorised to take receipt of the goods.
The buyer must bear the direct costs of returning the goods and is liable for the goods up to the time of returning them back into the possession of the retailer. The retailer is not liable for goods which are lost in the process of sending/returning, therefore the buyer is advised to use secure methods for delivery of consignments with a record of receipt for the return of goods, with the ability to track consignments/returns and the necessary signature from the retailer upon taking receipt of the consignment/return.
For contracts concluded outside of business premises, if the goods at the time of concluding the contract were delivered to the buyer in his or her home, the retailer must take receipt of the goods at his or her cost if the goods, due to their very nature, cannot be returned in the ordinary manner by post.
The buyer is liable for every reduction of value of the goods resulting from handling of the goods, except for handling necessary for determining the nature, features and functionality of the goods. The buyer has no right to a unilateral termination of the contract if the subject of the contract are easily perishable goods or goods with a short expiration date or if the subject of the contract are sealed goods which due to health and hygienic reasons is not suitable for returning, if it was unsealed after delivery. Also, the buyer does not have the right to unilaterally terminate the contract for services which the retailer has provided in full, and the fulfilment commenced with the explicit prior consent from the buyer and along with his or her confirmation that he or she is familiar with the fact that he or she will lose their right to unilateral termination of the contract from this section if the service has been fully rendered.The unilateral termination Contract form can be downloaded here.