Complaints

The buyer is obliged to inspect the shipment when taking it over. If the shipment or the packaging of the shipment has visible damage, the customer can refuse to receive it, and the delivery service will return it to the Webshop or the Company.

Complaints related to product defects and all other complaints can be made in writing:

– by mail to the following address: SANITEH d.o.o. – Webshop, Slavenskoga 1, 10110 Zagreb; or
– by e-mail to info@solisplus.hr,

In the event of a justified complaint due to damaged, defective or wrongly delivered goods, if the buyer did not influence the damage, defect or lack of goods, the Company gives the user the option to terminate the Agreement with a refund of the amount paid for the item (delivery costs and cash on delivery commissions are not returned to the buyer) or the right to replace the product.

The seller must respond to the consumer’s complaints received by mail or electronic mail within 15 days from the day of receipt of the complaint.

In the event of a justified complaint, within the terms specified by the Law on Obligatory Relations, the Company pays the entire cost of replacing the product with a new one.

In the event of a dispute regarding the justification of the complaint and/or the way in which the product was returned (the product must be unused, in an unchanged quantity and in the original packaging, with the original invoice and warranty presented), the product will be submitted for expert examination by an expert or a professional legal entity. If the complaint and the resulting expert opinion occurred before the expiry of the period of 6 months from the day of handing over the product to the customer, the cost of the expert opinion, regardless of the outcome, is borne by the Company in its entirety. In the event that the expert opinion determines the justification of the complaint, all the cost of replacement and expert examination of the product is borne by the Company, and in the case of an unjustified complaint sent after the expiry of the period of 6 months from the day the product was handed over to the customer, the cost of the expert opinion is borne by the customer.

In the case of product defects and defects according to Article 43 of the Consumer Protection Act (Official Gazette 41/14, 110/15), the provisions of the Obligations Act (hereinafter: “ZOO”) shall apply. When inspecting the goods, in accordance with Article 403 of the ZOO, the remote buyer must notify the Company of visible defects within 8 days. In case of a joint inspection of the goods of the customer and the Company, the customer is obliged to communicate his remarks immediately. If the customer does not adhere to these deadlines, he loses the right that he basically belongs to. Pursuant to Article 410 of the ZOO, the customer who has informed the Company in a timely and proper manner may, at his option, demand that: the Company remove the defect, deliver another item without the defect, demand a price reduction, declare that he is terminating the contract. If the defect is insignificant, the buyer has no right to terminate the contract, but he has all other rights, including the right to repair the damage. According to Article 412 paragraph 1 of the ZOO, the customer can terminate the contract only if he previously gave the Company a subsequent appropriate deadline for fulfilling the contract.