Shipments and returns
4. Right to Cancel and Return Policy
4.1 Right to Cancel
The Consumer can cancel an order without giving a reason within a time period of fourteen (14) days by notifying Trgovina Ekstra in writing, sending a letter, fax or email to
Ekstra obrt za trgovinu
Mihovljan Prvomajska 140
40000 Cakovec
Croatia
Phone: +385 (040) 500 166
Email: info@trgovina-ekstra.hr
In order to do so, Consumers may download and print out an Order Cancellation Form (available here) or use the form provided at the end of these T & Cs.
Orders may be cancelled within a time period of fourteen (14) days, commencing on the day the Consumer, or a representative acting on behalf of the Consumer (excluding members of postal or carrier services), has received the goods. If the delivery comprises multiple separate shipments, the time period commences on the day the Consumer, or a representative acting on behalf of the Consumer (excluding members of postal or carrier services), has received the shipment that completes the delivery.
4.2 Cancellation & Refunds
Trgovina Ekstra shall refund all payments (including delivery charges) received from the Consumer within a time period of fourteen (14) days after the Consumer has cancelled an order. However, Trgovina Ekstra will not refund any delivery costs incurred by the Consumer opting for delivery methods other than those offered by Trgovina Ekstra at the time the order was placed. Unless otherwise agreed, Trgovina Ekstra will issue refunds by using the same payment method the Consumer has chosen when paying for the order. If the original payment method is not an available option, Ekstra shall refund the Consumer by either arranging for a bank transfer (BACS). Furthermore, refunding the Consumer shall not incur any charges.
Trgovina Ekstra shall have the right to refuse issuing a refund until any goods dispatched under the terms of the contract have been returned, or the Consumer has provided proof of return.
The Consumer shall return any goods within a time period of fourteen days commencing on the day the Consumer has notified Trgovina Ekstra of the order cancellation. Consumers must provide proof of return upon request.
4.3 Returns & Return Costs
If cancelling an order involves returning items to Trgovina Ekstra the Consumer agrees to pay the cost of return delivery.
Items that can be returned via mail should be sent to
Ekstra obrt za trgovinu
Mihovljan Prvomajska 140
40000 Cakovec
Croatia
Phone: +385 (040) 500 166
Email: info@trgovina-ekstra.hr
Consumers must ensure that the correct return postage is paid. All surcharges incurred by returning an item with insufficient postage will be billed to the Consumer.
If the accumulated size or weight of the items prevents returning these items via standard mail, standard courier or parcel carrier, Trgovina Ekstra will provide a Returns Service (optional), with the cost of return delivery to be paid by the Consumer. Consumers who wish to use the Returns Service may indicate this either at the time they cancel the respective order, or at a later time, by notifying Trgovina Ekstra by phone, or sending a letter, fax or email to
Ekstra obrt za trgovinu
Mihovljan Prvomajska 140
40000 Cakovec
Croatia
Phone: +385 (040) 500 166
Email: info@trgovina-ekstra.hr
The return delivery charge using the Trgovina Ekstra Returns Service is calculated based on hired shipping company pricelist. Consumers must make sure that the item to be returned is properly wrapped up and ready for transport.
Consumers who do not wish to use the Returns Service are legally required to arrange for the return of the items themselves. Return address:
Ekstra obrt za trgovinu
Mihovljan Prvomajska 140
40000 Cakovec
Croatia
Phone: +385 (040) 500 166
Email: info@trgovina-ekstra.hr
Trgovina Ekstra will pay the cost of return delivery if the Consumer returns an item wrongly sent to the Consumer, or if the Consumer has received faulty goods. In these cases, the Consumer must notify Trgovina Ekstra either by
a. a letter to Ekstra obrt za trgovinu, Mihovljan Prvomajska 140, 40000 Cakovec, Croatia
b. phone, calling +385 (040) 500 166
c. an email sent to info@trgovina-ekstra.hr
N.B.: Your right to cancel does not affect your statutory rights.
4.4 Voluntary Returns
In addition to their statutory rights, customers may return items within 30 days of the date they received the item without giving any reasons.
Items that can be returned via mail should be sent to
Ekstra obrt za trgovinu
Mihovljan Prvomajska 140
40000 Cakovec
Croatia
Phone: +385 (040) 500 166
Email: info@trgovina-ekstra.hr
All surcharges incurred by returning an item with insufficient postage will be billed to the customer.
The following conditions apply:
i. returned goods must be unused,
ii. returned goods must be in perfect original condition,
iii. all goods must be returned with all components.
If the accumulated size or weight of the items prevents returning these items via standard mail, Trgovina Ekstra will provide a Returns Service, with the cost of return delivery to be paid by the Consumer. Consumers who wish to use the Returns Service may indicate this either at the time they wish to return the respective item(s), or at a later time, by notifying Trgovina Ekstra by phone, or sending a letter, fax or email to
Ekstra obrt za trgovinu
Mihovljan Prvomajska 140
40000 Cakovec
Croatia
Phone: +385 (040) 500 166
Email: info@trgovina-ekstra.hr
The return delivery charge using the Trgovina Ekstra Returns Service is calculated based on hired shipping company pricelist. Consumers must make sure that the item to be returned is properly wrapped up and ready for transport.
Consumers who do not wish to use the Returns Service are legally required to arrange for the return of the items themselves. Return address:
Ekstra obrt za trgovinu
Mihovljan Prvomajska 140
40000 Cakovec
Croatia
Phone: +385 (040) 500 166
Email: info@trgovina-ekstra.hr
Moreover, Consumers who voluntarily return items but do not wish to use the Returns Service provided by Trgovina Ekstra, do so at their own risk.
N.B.: Your right to return items voluntarily does not affect your Right to Cancel, or your statutory rights.
4.5 Items Exempt from Cancellation Rights/Voluntary Returns
The Right to Cancel/Voluntary Returns does not apply to
Contracts for the supply of goods that are made to the consumer's specifications or are clearly personalized.
Contracts for the supply of goods which are liable to deteriorate or expire rapidly.
Contracts for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
Contracts for the supply of goods which are, after delivery, according to their nature, inseparably mixed with other items.
Contracts for the supply of sealed audio or sealed video recordings or sealed computer software which were unsealed after delivery.
Contracts for the supply of a newspaper, periodical or magazine with the exception of subscription contracts for the supply of such publications.
5. Goods Inspection – Depreciation - Damages
The Consumer shall have the right to inspect any goods received from Trgovina Ekstra. This inspection may include carrying out a brief function test to ensure the purchased item is in full working order. However, the Consumers right to inspect the purchased goods does not include prolonged use of the items.
The Consumer is liable for any depreciation of items resulting from inappropriate use during the inspection of the goods.
The Consumer is liable for any damages to the purchased item that occur during the inspection of the goods. However, the Consumer's liability shall not exceed the purchase price of the item.
6. Limited Availability of Items or Services
In the case of items no longer available at Ekstra at the time the Consumer's order has been received, Trgovina Ekstra reserves the right to either offer the Consumer items and services matching both quality and price of the original order, or to cancel the order entirely. In the latter case, Trgovina Ekstra shall reimburse any payment made by the Consumer. Trgovina Ekstra shall refund Consumers paying On Account by crediting their respective customer account with the appropriate amount.
7. Typographical Errors
Trgovina Ekstra reserves the right to amend product details in printed catalogues/on Ekstra websites if they should be found incorrect or incomplete. In these cases the Consumer shall be entitled to explicitly re-confirm the purchase order taking into account the new details. Otherwise, Trgovina Ekstra shall have the right to cancel the order. Trgovina Ekstra shall not be liable for any damages, direct or indirect, resulting from amended product details, with the exception of damages caused by intent, gross negligence, or bodily harm.
8. Delivery
Placing orders on www.trgovina-ekstra.hr is limited to Consumers whose billing address and shipping address are registered in two different countries (international delivery), or whose billing address AND shipping address are both registered in a country Trgovina Ekstra does NOT operate in.
For orders that have been paid in advance, the delivery period commences the day after payment has been received. For all other payment options, the delivery period starts the day after the order has been confirmed. N.B. If the last day of the delivery period falls on a Saturday, Sunday or a public holiday in Croatia, the delivery period is extended to the following working day. The delivery days are calculated only in working days (Monday to Friday).
Claims related to incomplete deliveries or goods damaged during the delivery process must be directed at the respective delivery service, and must be made within 24 hours after the order has been delivered. Replacement items are subject to the Consumer providing to Trgovina Ekstra proof of the claim being made.
9. Delivery Rates
Trgovina Ekstra does not provide it's own shipping service instead we hire shipping service from shipping companies: Lagermax AED, Overseas, DPD.
The amount Consumers pay will be the item price quoted plus delivery charges. The latest domestic and international shipping rates to countries Trgovina Ekstra operates are recalculated based on shipping company rates: Lagermax AED, Overseas, DPD. Shipping rates are available on their webpages. Moreover, the delivery costs applying to a given online order are displayed on the checkout page (i.e. the penultimate step in the online ordering process prior to submitting the order).
All products will be packaged in such a way as to avoid any damage during transport.
Price of delivery:
for all orders Delivery is charged at local rate courier service that chooses the customer to purchase a product, unless otherwise specified when purchasing the product (discount products with free shipping and the like.)
Shipping rates for Lagermax AED courier service for Croatian territory:
0-20 kg 25,00 kn + VAT
20-35 kg 33,00 kn + VAT
35-50 kg 50,00 kn + VAT
50-100 kg 140,00 kn + VAT
100-200 kg 210,00 kn + VAT
over 200 kg 290,00 kn + VAT
(Supplement for distribution to the Croatian islands is 30% of the basic shipping price)
Remark:
* Free shipping does not include assembly and installation of the ordered items
* Free shipping does not include packages heavier than 30 kg
* For all packages heavier than 30 kg Delivery is charged at local rate courier service that chooses the customer to purchase a product, unless otherwise specified when purchasing the product (Action products with free shipping and the like.)
* All packages above 30 kg is required to pay in full before sending it to the address
* Entry to the apartment or installation is not possible unless otherwise agreed or additional paid by invoice for the purchase of products from our sales department.
Delivery time:
buyer are delivered to the front door of the building or in areas of housing, according to a previous agreement.
Delivery is made in the shortest time possible (depending on the place of delivery and courier service) in addition to products for which the customer is specifically informed of the time and mode of delivery. Saturday and Sunday are not counted in the delivery deadline.
Obligations of the customer:
the buyer is obliged to when upon receivement of the product to check for any damage and immediately advertise the courier worker who deliver goods, and buyer have right to refuse to receive product on which he notice the visible external damage. Shipping is secured against loss in delivery. The buyer is required when taking goods to sign the delivery note or invoice and delivery services sign note is taken as confirmation of the takeover.
The buyer should check at delivery the contents of shipment for all related parts listed in the manufacturer's specification. In case of defects please inform us as early as possible and at the latest within 48 hours of delivery. Subsequent complaints can not be taken into account!
In case of delay due to force majeure (lost products, defective products delivered to a distribution center partner that has the same back Store Extra without delivery to the customer, etc.). The shop Trgovina Ekstra assumes no responsibility in the "first risk" and commits to send a replacement product as soon as possible to buyer.
IMPORTANT: If you do not receive the goods within the agreed time, please let us know as soon as possible by mail or phone!