Returns, Exchanges and Complaints
These rules regulate the procedure for returning goods, exchanging products and submitting complaints for 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
The web shop www.madam-monica.hr operates exclusively as an online store.
1. Right to Return Goods
The customer has the right to return goods and unilaterally terminate the contract in accordance with the applicable regulations of the Republic of Croatia.
To exercise the right to return goods, the customer must send a request by e-mail to:
info@madam-monica.hr
The request should include:
customer’s full name,
order number,
order date,
name of the product being returned,
reason for return, if the customer wishes to provide it,
customer’s contact details.
The customer may return a product if it is unused, undamaged, clean, in its original packaging and with all accompanying documentation, declarations, labels and accessories, if they were delivered with the product.
Returns are not possible for products that have been used, damaged, incomplete or are otherwise not in a condition suitable for further sale, unless it is a justified complaint due to a product defect.
2. Return Period
The customer has the right to notify the merchant about the return of goods or unilateral termination of the contract within the statutory period applicable to distance purchases.
The period begins on the day when the customer, or a third person designated by the customer who is not the carrier, receives the product.
After the customer sends a return request, Madam Monica d.o.o. will send the customer further instructions for returning the product.
3. Return Costs
The cost of returning the product is borne by the customer, unless the return is the result of an error by the merchant, an incorrectly delivered product, a damaged product or another justified reason for which the merchant is responsible.
The product being returned must be properly packaged to prevent damage during transport.
Madam Monica d.o.o. is not responsible for damage caused during return delivery if the product was not properly packaged.
4. Refund
The refund will be made after Madam Monica d.o.o. receives the returned product and determines that it meets the return conditions.
The refund will be made using the same payment method used for the original payment, unless otherwise agreed with the customer.
If the customer paid for the order by bank transfer, the refund will be made to the bank account provided by the customer to the merchant.
If the customer paid for the order by card, the refund will be made through the card system, when technically possible.
5. Product Exchange
The customer may request a product exchange, for example for another size, colour, model or another product, if such exchange is possible and if the requested product is available.
The exchange request should be sent by e-mail to:
info@madam-monica.hr
The request must include the order number, the product the customer wishes to exchange and the product for which the exchange is requested.
Product exchange is possible only if the product is unused, undamaged, clean, in its original packaging and with all accompanying labels, declarations and accessories, if they were delivered with the product.
If the replacement product is not available, the customer may be offered another product, a refund or another solution agreed with the customer.
Any difference in product price and delivery costs shall be settled by the customer and the merchant by agreement before the replacement product is sent.
6. Complaints
The customer has the right to submit a complaint in the following cases:
delivery of an incorrect product,
delivery of a damaged product,
product defect,
incomplete shipment,
another justified reason related to the order.
A complaint is submitted by e-mail to:
info@madam-monica.hr
The complaint should include:
customer’s full name,
order number,
order date,
description of the complaint,
photos of the product, packaging or damage, if applicable,
customer’s contact details.
After receiving the complaint, Madam Monica d.o.o. will review the request and contact the customer as soon as possible with further instructions.
7. Handling of Complaints
If the complaint is justified, the customer will be offered one of the following solutions, depending on the circumstances of the case:
product exchange,
delivery of the correct product,
price reduction,
refund,
another solution agreed with the customer.
If the product needs to be returned for complaint inspection, Madam Monica d.o.o. will provide the customer with return instructions.
In the case of justified complaints resulting from an error by the merchant or a product defect, the return cost may be borne by the merchant.
8. Damage to the Shipment During Delivery
Delivery of ordered products is carried out by the delivery service GLS.
The customer is obliged to inspect the package upon receipt. If the shipment is visibly damaged, it is recommended that the customer immediately report the damage to the delivery person and, if possible, refuse to accept such shipment.
If the customer notices damage to the product after receiving it, they should contact Madam Monica d.o.o. as soon as possible by e-mail:
info@madam-monica.hr
The report should include the order number, description of the damage and photos of the product, packaging and delivery label.
9. Products That Cannot Be Returned
Return of goods may be excluded in cases prescribed by law, especially if the products are, by their nature, not suitable for return, if they are made according to the customer’s special requirements, or if the products have been unsealed, used or are not suitable for return for hygiene reasons after delivery.
If a return restriction applies to a specific product, such information may be stated in the product description or in communication with the customer before purchase.
10. Return Address
Products may be returned only by prior agreement and according to the instructions received from Madam Monica d.o.o.
Merchant’s address:
Madam Monica d.o.o.
Kamenarka 16
10000 Zagreb
Croatia
Before sending a return, the customer is required to contact the merchant by e-mail at info@madam-monica.hr in order to receive the correct return instructions.
11. Important Notes
Packages sent without prior notice or without the required information may delay the processing of returns, exchanges or complaints.
Madam Monica d.o.o. does not accept shipments sent cash on delivery, unless this has been specifically agreed in advance.
The customer is responsible for properly packaging the product when returning it.
These rules form part of the terms of business of the web shop www.madam-monica.hr.
