Complaint and Dispute Resolution
These rules regulate the method of submitting and resolving customer complaints, as well as the method of resolving any disputes that may arise in connection with purchases made through the web shop www.madam-monica.hr.
Merchant:
Madam Monica d.o.o.
Kamenarka 16
10000 Zagreb
Croatia
OIB: 56779900843
E-mail: info@madam-monica.hr
Web: www.madam-monica.hr
1. Submitting Complaints
The customer may submit a complaint related to an order, product, payment, delivery, complaint, return of goods or use of the web shop.
Complaints are submitted in writing to the e-mail address:
info@madam-monica.hr
It is recommended to include the following in the complaint:
customer’s full name,
order number,
order date,
description of the complaint,
customer’s contact details,
documentation or photos if required for resolving the complaint.
2. Deadline for Responding to a Complaint
Madam Monica d.o.o. undertakes to respond to a received complaint within the statutory period of 15 days from the date of receipt of the complaint.
The response will be sent to the e-mail address from which the complaint was received or to another contact address provided by the customer in the complaint.
The gov.hr portal states that a consumer may try to resolve a dispute with the merchant amicably by submitting a written complaint, and that the merchant is obliged to respond within 15 days of receiving the complaint.
3. Amicable Resolution of Complaints
Madam Monica d.o.o. will strive to resolve every complaint amicably, quickly and in good faith, taking into account the customer’s rights, applicable regulations and the circumstances of the specific case.
If the complaint is justified, the customer may be offered an appropriate solution, for example:
product exchange,
refund,
price reduction,
re-delivery,
another solution agreed with the customer.
4. Alternative and Out-of-Court Resolution of Consumer Disputes
If the customer is not satisfied with the response to the complaint or if the dispute cannot be resolved directly with the merchant, the customer may use the possibilities of alternative or out-of-court resolution of consumer disputes in accordance with the applicable regulations of the Republic of Croatia.
Alternative resolution of consumer disputes refers to the resolution of domestic and cross-border disputes arising from sales or service contracts between merchants established in the Republic of Croatia and consumers residing in the European Union.
Information on the possibilities of resolving consumer disputes is also available on the Central Consumer Portal of the Republic of Croatia.
5. Online Resolution of Consumer Disputes
For disputes arising from online purchases, the customer may obtain information about the possibilities of online consumer dispute resolution through the competent authorities and official consumer portals of the Republic of Croatia and the European Union.
6. Competent Court
If a dispute between the customer and the merchant cannot be resolved amicably, the dispute shall be resolved before the competent court in Zagreb, with the application of the laws of the Republic of Croatia.
7. Contact for Complaints
For all complaints, inquiries and requests related to purchases through the web shop, the customer may contact:
Madam Monica d.o.o.
Kamenarka 16
10000 Zagreb
Croatia
E-mail: info@madam-monica.hr
Web: www.madam-monica.hr
