Complaints and Returns

Complaints and Returns

COMPLAINT

Although the percentage of defects in delivered products is negligible, it is good to know that we resolve any defects without delay and in your favor. It is in our interest to resolve everything in the shortest possible time, and resolving your case will not take longer than necessary.

When can I submit a complaint?

We take responsibility for defects that the product has upon delivery, as well as for defects that may appear on the product within the next 12 months. We are not responsible for newly created defects due to inappropriate use. For used products, we are not responsible for defects in accordance with the frequency of use and wear that the used product did not show upon delivery. In the case of products with a specified expiration date, we are responsible for ensuring that the product will be usable during the specified period.

We would like to point out that increased sensitivity or allergic reaction to the delivered product cannot be considered a defect in the product. Likewise, defects in free products or products that are free or that you did not order cannot be taken into consideration for a complaint. The images of the products in our e-store are solely for illustration purposes and do not represent a mandatory display of the product characteristics (for example, product packaging may differ because the manufacturer has changed it).

What are my rights in the complaint process?

In the event of a defect in the product, we can compensate for it with a new, replacement product.

If removing the defect is impossible or inappropriate for us, you have the right to request a discount on the amount paid. In that case, the product remains with you, and we will refund part of the paid amount. However, in the case of a significant defect, you may terminate the purchase contract. In that case, you will send the product back to us, and we will refund the total paid amount for the product.

How can I submit a complaint?

If you decide to submit a complaint, please send the product together with the completed complaint form, which you can fill out at the profile link (also, please print it when you fill out the form), to the address: Magdis d.o.o., Augusta Šenoe 37, 10431 Mala Gorica, Sveta Nedelja, CROATIA.

We will inform you in writing via email about the status of the complaint, primarily regarding receipt, resolution, or rejection of the complaint, and you can also track the status on your profile in the online store. If necessary, we may contact you by phone.

We will decide on the complaint without delay. The resolution of the complaint, including the removal of defects, generally does not take longer than 30 days. Otherwise, you have the right to terminate the purchase contract. Compliance with the specified deadline also requires cooperation from your side.

RETURN OF GOODS AND MONEY

Calculation of the period for unilateral termination of the contract

You can unilaterally terminate the contract within 14 days without stating the reason.

To exercise your right to unilaterally terminate this Contract, you must inform us of your decision to unilaterally terminate the contract before the expiration of the period by an unambiguous statement sent by mail or email, as stated above, in which you will state your name and surname, address, phone number, or email address, and you can also use the enclosed sample form for unilateral termination of the contract available here.

We will send you confirmation of receipt of the notice of unilateral termination of the contract without delay via email.

The deadline for unilateral termination is 14 days from the day the Product subject to the contract was handed over to you or a third party designated by you, who is not the carrier.

Refund of the paid amount

If you unilaterally terminate this Contract, we will refund the funds we received from you, including delivery costs, without delay, and at the latest within 14 days from the day we received your decision on unilateral termination of the contract, unless you have chosen a different type of delivery that is not the cheapest standard delivery that we offered.

The refund will be made in the payment method you selected when ordering. In case you agree to a different method of refunding the paid amount, you will not incur any costs concerning the refund.

We can only execute the refund after we receive the Product back or after you provide evidence that you have sent the Product back to us.

Return of the Product

You may return the product no later than 14 days from the day we received your decision on unilateral termination of the contract.

Costs of returning the product

The direct costs of returning the product are borne by the Buyer.

Consumer's liability for reduction of the value of goods

You are responsible for any reduction in the value of the goods resulting from handling the goods, except for what was necessary to ascertain the nature, characteristics, and functionality of the goods.

The Buyer, who is also a consumer, has the right to withdraw from the contract in cases where the security seal on any of the products is not in an appropriate condition (visible damage, larger scratches, damaged or glued fastening element on the Product, etc.).

Limitations on returning the product (in the case of unilateral termination of the contract within 14 days)

The Buyer must return the Product, which must not be used, damaged, or in changed quantities. If the item being returned is a Product purchased as a set, all pieces in the set must be returned.

The Buyer cannot and must not freely use the received Product until the withdrawal from the contract but may only inspect and examine the Product to the extent that is necessary to determine the actual condition (nature, properties, functioning of the Product) and as is customary in stores.

The Buyer is liable for any decrease in the value of the goods if the decrease in value is a result of actions that are not necessarily needed to determine the nature, properties, and functioning of the goods. In that case, the Buyer is obliged to pay for the Product in full and has no right to a refund of the Product.

The Buyer has no right to a refund of the Product if it was made to order or if any changes, i.e., alterations (engraving, personalization, resizing, etc.) have been made to it.

Refund of the purchase price in the case of purchasing a gift card

In the case of purchasing a gift card or service over the internet, the Buyer has the right to a refund of the purchase price exclusively using the same payment method used. The refund of the purchase price is possible exclusively directly to the Buyer and will be made within the validity period of the gift card.

PRODUCT RETURN/COMPLAINT FORM

Recipient:
MAGDIS D.O.O.
Augusta Šenoe 37,
10431 Sveta Nedelja, Sveta Nedelja,
E-mail: support@nesesser.com

Thank you for shopping at Nesesser.com. You will receive your invoice via email.

If you wish to return the delivered product and withdraw from the contract, you may return it within 14 days from the invoice issuance date.

If the product has a material defect, you have the right to file a complaint.

In the case of an incorrectly sent product, we will organize the return of the incorrect item and send you the correct product at our expense.

The process and conditions for returning products and submitting complaints are described in the General Terms and Conditions of the Nesesser online store, as well as in the Returns & Complaints section on www.nesesser.com.

For information regarding the resolution of complaints, contact us at: support@nesesser.com.

For returns/complaints, please fill in the following details and attach a copy of the invoice.

Customer/Consumer Information:

• Full Name: __________________________________________

• Address: __________________________________________

• Product Name(s): __________________________________________

• EAN Code, LOT Number, and Expiry Date: __________________________________________

• Order Number: __________________________________________

• Invoice Number: __________________________________________

• Reason for Return/Complaint: __________________________________________

• Date Product Was Received: __________________________________________

• Customer/Consumer Signature: __________________________________________

• Date of Submission: __________________________________________

Magdis d.o.o. is committed to processing the collected data in accordance with applicable data protection laws and will use the collected data exclusively for processing the return/complaint request. The document will be retained for 2 years if your complaint is accepted. If rejected, it will be permanently destroyed within 15 days from the date of complaint rejection.

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CONTACT US

If you did not find the answer to your question or want more detailed information, please contact us via email at info@nesesser.com.