Right to withdraw from purchase

You may cancel your purchase within  14 days of delivery, without giving any reason. You must return the product to our address in order to request an exchange for another product or a refund for the product. The cancellation period expires 14 days after you or a third party designated by you, who is not the carrier, physically takes possession of the goods.

The product you want to return must be undamaged, if reasonably possible in the original and undamaged packaging with all the equipment supplied. In the event that the product or the original packaging is damaged or excessively used, the store has the right to charge a deduction when returning the purchase value of the product.

Within 14 days of delivery, you can fill out  the form on the link for a product exchange or refund  OR  you can notify us by email of your intention to cancel your purchase.

In case of product exchange or refund, please fill out: LINK

Immediately after submitting the form, you will receive a cancellation code via email to confirm your request. This code must be written on the package along with your information.

If you do not receive a cancellation code after submitting the form, please contact us by email.

You can also use the European model form for withdrawal from purchase, which you can access at the following link FORM . In this case, print the form, fill in the missing information and place the signed document in the package being returned. CAUTION: Using this form is not mandatory and may increase the processing time of your request as the package will be returned without a complaint code, which will require manual processing.

Before sending the package, check the order confirmation or the invoice that you received by e-mail at the time of the order, to be sure that you purchased the product on our website and check our list of non-claimable products.  In the event that you deliver a product that is not ours or  is not legitimate for withdrawal, we are not responsible for your mistake and will not return the product, that is, we will not count the costs.

You have 14 days from submitting your request to send us the package with Croatian Post to our address:

HS PLUS doo,

Postal Street 25,

10410 Velika Gorica

Croatia

We advise you to send the package by registered mail with confirmation of delivery, so that it is possible to resolve your complaint even in the event of loss of the package based on the delivery confirmation via tracking number.

The shipping cost is borne by the sender, we do not accept shipments with a ransom.

As soon as the complaints service receives your package , a new product will be sent in exchange or the purchase price will be refunded to your current account within 8 working days. We will refund the amount for the returned products and the costs of the cheapest delivery solution (standard delivery fee). Priority handling, package insurance and cash on delivery represent additional costs that can be avoided, and the service is only performed at the specific request of the client. Custom costs will not be refunded. In the event of cancellation of the purchase, the customer bears the costs of return shipping, so the costs of returning the product are also not refunded.

Exception to the right of withdrawal

The exercise of the right of withdrawal is excluded for the following contracts:

  • contracts for the supply of goods made to consumer specifications or clearly personalised;
  • contracts for the supply of goods that may deteriorate or expire quickly;
  • contracts for the purchase of newspapers, periodicals or magazines, except contracts for subscriptions to these publications;
  • contracts for the delivery of goods that have been unsealed by the consumer after delivery and cannot be returned for hygiene or health reasons (for example: cosmetics, cleaning products, polishing pastes and swimwear, underwear, socks)
  • contracts for the delivery of goods which, after delivery and by their nature, are inseparably mixed with other items; (for example: set/kit, all products from the Mystery box, both products from the 1+1 offer for free, any GIFT)
  • contracts for the delivery of audio or video recordings or computer software if they have been unsealed by the consumer after delivery;
  • contracts for the supply of alcoholic beverages whose delivery is delayed beyond thirty days and whose value agreed upon at the conclusion of the contract depends on market fluctuations that cannot be influenced by professionals;
  • contracts for the supply of goods or services, the price of which depends on fluctuations in the financial market that professionals cannot influence and which are likely to occur during the withdrawal period;
  • service contracts fully performed before the expiration of the withdrawal period and whose performance began after the consumer's express prior consent and explicit waiver of the right to withdraw; (for example: cash on delivery commission, express delivery, package insurance)
  • contracts for maintenance or repair work that must be carried out urgently at the consumer's home and expressly requested, within the limits of spare parts and work strictly necessary to respond to emergencies;
  • contracts for the provision of accommodation, transport, catering and entertainment services, which must be provided on a specific date or with a specific frequency;
  • contracts for the delivery of digital content that is not delivered on a tangible medium, the performance of which has begun after the consumer has given their express prior consent and expressly waived the right of withdrawal. (for example: downloaded digital content, e-books)

WARNING: If you voluntarily return a product for which withdrawal from the purchase is not possible, after the 14-day return period, after 14 days from the notification of withdrawal from the purchase, which was not purchased in our store, we can return such a product to you only for a fee of 10 EUR, which represents the cost of processing an unjustified complaint. The product that is not collected will be destroyed after 2 months.

ONLY REQUESTS THAT MEET ALL THE LISTED REQUIREMENTS WILL BE POSITIVELY RESOLVED.

You can read more about the General Terms and Conditions and Cookie Policy at the links at the bottom of the page.