Returns and complaints

Right of withdrawal

As a consumer you have the right, without giving a reason, to withdraw unilaterally from a distance contract within 14 days. The period starts on the day the goods came into the possession of you, or of a person you named who is not the carrier.

This is a statutory right under the Croatian Consumer Protection Act and does not depend on our internal rules. If we ever grant a longer period than the law requires, it will be stated here expressly.

To exercise the right of withdrawal you must tell us of your decision before the period ends, by an unambiguous statement sent by email or through the contact form. You may also use the withdrawal form prescribed by regulation, but you are not obliged to.

Withdrawal from the contract

Model withdrawal form

How to return an item

• Tell us you are withdrawing within 14 days of receiving the parcel.
• Send the goods back without delay, and at the latest within 14 days of that notice.
• Include your order number so we can match the return to your payment.
• Return the item unused and with its original tags where possible.

Return address: LAKRIS ACTIVE BRAND j.d.o.o. za trgovinu, Ul. admirala Jakova Šubića od Cezana 16, 23000 Zadar, Croatia.

We refund the amount paid without delay, and at the latest within 14 days of receiving your notice of withdrawal. We may withhold the refund until we receive the goods, or until you give us proof that you have sent them, whichever comes first.

We refund using the same means of payment you used, unless you expressly agree to another.

Who pays for the return

For a return because you changed your mind or want a different size, the direct cost of sending the goods back is yours. For a justified complaint about a fault or a mistake on our side, that cost is ours.

The law allows the direct cost of returning the goods to fall on the consumer only where the consumer has been told so clearly and in advance. That notice stands in this paragraph, in the Terms of purchase and at checkout, before you confirm the order.

Faulty goods

If an item has a fault, we are liable under the rules on liability for material defects in the Croatian Civil Obligations Act. Tell us about the fault and attach a photograph and your order number.

For a justified complaint about a fault, the cost of returning the goods is ours.

Written complaint

You may submit a complaint in writing, by post or by email. We acknowledge receipt of a complaint without delay, and we answer it in writing within 15 days of receiving it.

We accept complaints at: lakrisactivebrand@gmail.com i na adresu Ul. admirala Jakova Šubića od Cezana 16, 23000 Zadar, Croatia.

A dispute may also be settled out of court, before the bodies competent for the alternative resolution of consumer disputes in the Republic of Croatia.