Returns and complaints

In case the buyer, for any reason, is dissatisfied with the purchased product or service provided, a complaint can be submitted to the following email address: info@skintegra.com, additionally, it can also be done in writing to the address: Creaticon d.o.o., Ulica Blaža Šoštarića 10, 10000 Zagreb. We will promptly confirm receipt of the complaint in writing, and a response to the written complaint will be provided within 15 days, for which reason it is necessary to include at least the name, surname, and address in the written complaint.

The buyer has the right to return the goods in the following cases:

delivery of goods not ordered delivery of goods past their expiration date delivery of goods with defects or damages In the event of a justified complaint, the buyer has the right to terminate the contract with a refund of the amount paid or exchange for a correct, undamaged, and valid product.

Creaticon d.o.o. accepts the return of damaged, faulty, or incorrectly delivered goods at its own expense, if it is determined that the complaint is justified and that the buyer did not influence the correctness, damage, or any deficiency of the goods. In the event of a justified complaint, the cost of replacing the product with a new one is fully borne by Creaticon d.o.o.

Right of unilateral termination of the Contract

The buyer has the right, without stating reasons, to unilaterally terminate a contract concluded outside the business premises or concluded at a distance within 14 days. This period starts from the day the goods that are the subject of the contract are handed over to the buyer or a third party designated by the buyer, who is not the carrier. If the buyer has ordered multiple items of goods with one order that are to be delivered separately, or if it concerns goods that are delivered in multiple parts or shipments, the period starts from the day the last item or last shipment of goods is handed over to the buyer or a third party designated by the buyer, who is not the carrier.

Before the expiration of the deadline for unilateral termination of the contract, the buyer is obliged to notify the trader of their decision to terminate the contract, either by using the unilateral contract termination form or by any other unambiguous statement expressing their intention to terminate the contract. The statements on the contract termination must be sent before the expiration of the contract termination period.

If the buyer exercises their right to unilateral contract termination, the parties are not obliged to fulfill their obligations arising from contracts concluded outside the business premises and contracts concluded at a distance.

In the event of contract termination, each party is obliged to return what it received under the contract to the other party.

If the buyer exercises their right to unilateral contract termination, the trader must, without delay and no later than 14 days from the day they received notice of the buyer's decision to terminate the contract, refund to the buyer all payments made under the contract.

Exceptionally, the trader is not obliged to refund additional costs resulting from the buyer's explicit choice of a type of delivery other than the cheapest standard delivery type offered by the trader.

Unless the trader has offered to collect the goods returned by the buyer, the trader must refund the amount paid only after the goods have been returned to them, or after the buyer provides evidence that they have sent the goods back to the trader, if the trader is informed of this before receiving the goods.

The trader must refund the payment using the same means of payment used by the buyer when making the payment, unless the buyer explicitly agrees to another payment method, and provided that the buyer is not obliged to pay any additional costs for such refund. In the case of cash on delivery payment, the trader will refund the price paid for the returned product by bank transfer to the IBAN bank account number provided by the buyer.

Unless the trader has offered to collect the goods returned by the buyer, the buyer must return the goods without delay, and no later than 14 days from the day they notified the trader of their decision to terminate the contract. It is considered that the buyer has fulfilled their obligation on time if they send or deliver the goods to the trader, or to a person authorized by the trader to receive the goods, before the expiration of the deadline.

The buyer is only responsible for any decrease in the value of the goods resulting from handling the goods, except for that necessary to determine the nature, characteristics, and functionality of the goods.

The buyer does not have the right to unilateral contract termination if the subject of the contract is perishable goods or goods with a rapidly approaching expiry date, or if the subject of the contract is sealed goods that are not suitable for return due to health or hygiene reasons, if they were unsealed after delivery. Also, the buyer does not have the right to unilateral contract termination for services that the trader has fully provided, and the performance has started with the explicit prior consent of the buyer and with their confirmation that they are aware that they will lose the right to unilateral contract termination from this section if the service is fully provided.

The form for unilateral contract termination can be downloaded here.