Refund Policy

Liability for Material Defects / Complaints

The seller is responsible for the material defects of the items he sells on his site in accordance with the positive regulations of the Republic of Croatia, in particular the Obligations Act.

Orders are packaged in such a way that they are not damaged by normal handling / delivery.

In case the ship is damaged in transport, such damages are visible when the shipment is taken, and in this case we suggest that the buyer does not take over the shipment. We would please Buyers to contact us to check the status of the item as soon as possible and submit a new one.

Upon receipt of the order correctness of the order depends on the buyer, and the buyer is obliged to compare the goods received with the receipt, if something is missing, he / she is obliged to submit a written complaint / complaint immediately ([email protected]), as the subsequent requests will not be respected.

In the event of a shortage of goods when picking up the shipment, the Buyer is not obligated to take over the delivered product, may refuse it and will not bear the cost of delivering the Shipment. It is considered that the products duly received by the Buyer did not have a visible error. The buyer has the right to seek material deficiencies within the deadlines and for the reasons stipulated by the Obligatory Timetable Act. The buyer may send a written complaint to [email protected] or in writing to: Lankea doo, Petračićeva 6, 10000 Zagreb, with notice of the complaint.

In order to quickly determine a specific order to which the Buyer has a complaint, Buyers have to indicate the order number, account number or their username in the written complaint.

Buyer has the right to a justified complaint and return of goods in the following cases:

  • delivery of goods not ordered
  • delivery of goods with expired date
  • delivery of goods that has the fault or damage that has not occurred in the process of the delivery

If the product has a hidden disadvantage (a defect that can not be detected by a normal review when picking up the item), Customer determines after opening the product - Buyer is entitled to unilaterally terminate the contract and recive money return, he/she can ask for product replacement, remove the defect or reduceing the price.

The Seller will otherwise consider the claim to be valid if the Product Review finds that it meets the requirements for a claim in accordance with the Mandatory Obligations Act and the Consumer Protection Act. In that case, within 15 days of receipt of a valid complaint, you will be replaced with the product or recive the return of the entire amount paid followed by termination of the contract. However, if it finds that the complaint is invalid, and f the objection is rejected, we will notify the Buyer within 15 days of the receipt of the complaint.

The Seller will accept, at his own expense, the refund of the defective, unsuccessful or incorrectly delivered goods if it is found that the objection is justified and that the Buyer has not affected the accuracy, damage or lack of goods.

In the case of a justified complaint, the replacement cost of the new product is borne exclusively by the Seller.

Internet Dispute Resolution

Special regulation of the European Union, dated 15.02.2016. Throughout the EU, online shopping related disputes can be solved through the platform that you can access on link - http://ec.europa.eu/odr

This means that if you encounter a problem during an online purchase within the EU (defective product, inability to substitute products, etc.), you can file your complaint on the top link.

The platform can also be used by consumers and traders, and the complaint can be filed in any of the 23 official EU languages.

Contract duration

The contract concluded by the Buyer with the Seller is a one-time purchase agreement for a distance product that is consumed by delivery of the goods and made by the buyer, if it is not terminated. These Purchase Terms (Pre-Announcements) are an integral part of the contract

One-sided termination of the contract

Only a Buyer who has entered into a Distance Contract has the right, without giving reasons for this, unilaterally terminate the contract within 14 days. The 14-day period begins to run from the date on which the Purchaser or a third party designated by the Buyer, who is not the carrier / supplier, the goods constituting the subject of the contract being surrendered. If the Buyer ordered one or more pieces of goods to be delivered separately, ie if the goods are delivered in more than one piece, the time limit begins to run from the day when the last piece or last consignment of the goods is delivered.

If the Seller fails to notify the Buyer of this right of Customer's unilateral termination of the contract, within 12 months of the expiration of the term of the termination (the 12 month period begins to run after the expiry of the 14-day deadline provided for regular termination in the event of duly notified). If a notice of unilateral termination is served within 12 months, the right to unilateral termination shall expire after the expiration of 14 days from the date on which the Buyer receives such notice.

The buyer is a debtor prior to the expiration of the unilateral termination of Seller's notice of his decision to terminate the contract and through the Single Term Contract Form and which can be electronically filled in and sent to the e-mail: [email protected] Confirmation of the receipt of a notice of unilateral termination of the contract, Seller shall submit, without delay, by electronic mail.

If you unilaterally terminate this Agreement, we will refund the money we received from you, including delivery charges, without delay, and within 14 days from the day you received your decision to unilaterally terminate your contract. The Buyer shall bear the costs of returning the goods. Refunds will be made in the same way that you made your payment. Refunds can only be made after the goods are returned to us or after you providing proof that you have returned the goods back to us. You are obliged to return the goods immediately and within 14 days from the day you have sent us your decision to unilaterally terminate. Return of goods needs to be done via post mail to the address Lankea d.o.o., Petračićeva 6, 10000 Zagreb. It is considered that you have fulfilled your obligation in time if, before the expiry of the above deadline, you send the goods freely to us in our warehouse in a provisional manner (recommended for shipment). You are responsible for any impairment of the goods resulting from the handling of the goods, except for what was necessary to determine the nature, characteristics and functionality of the goods. If the product is returned defective, with major damages or parts and documentation, and if it is not delivered within a further period of 8 days, it is considered that the Buyer has not fulfilled its obligation to return the goods and the Seller is not required to make a refund of the funds paid.

Buyer is not entitled to one-sided termination of contract if:

  • the Seller has fully fulfilled the service contract and the fulfillment has commenced with the express prior consent of the Buyer and with his confirmation that he is aware of the fact that he will lose the right to unilaterally terminate the contract in this section if the service is fully met;
  • the subject of a contract of goods or services whose price is dependent on changes in the financial market that are outside the influence of the Seller and which may arise during the term of the Customer's right to a one-off termination of the contract;
  • the subject of a contract of easily perishable goods or goods to which the expiry date expires rapidly;
  • the subject of the contract is sealed goods which, due to health or hygienic reasons, is not eligible for return if it was cleared after delivery;
  • the subject of a contract of commodity which, because of its nature, is inseparably blended with other things after delivery;
  • the subject of a contract for the supply of alcoholic beverages whose price is contracted at the time of the conclusion of the contract and the delivery can only be effected after 30 days if the price is dependent on market changes that are beyond the influence of the trader;
  • the subject of the contract for the delivery of sealed audio clips or video recordings, or computer programs, which have been lost after delivery;
  • the subject of a contract for the supply of newspapers, periodicals or magazines, with the exception of subscription contracts for such publications;
  • a contract concluded in a public auction;
  • the subject of the contract is the provision of non-residential accommodation services, the provision of a freight service, car rental services, food and beverage services or leisure services, provided that the service is provided on a specified date or at a specified period;
  • the subject of a digital content delivery contract that is not delivered to the physical media if the fulfillment of the contract has commenced with the express prior consent of the Buyer and with his acknowledgment that he is aware of the fact that he will lose the right to one-sided termination of the contract;