Complaints and Returns
The customer has the right to file a justified complaint and return goods in the following cases:
– Delivery of items not ordered
– Delivery of items with defects or damage not caused during transport
The consumer has the right to unilaterally terminate a contract concluded outside business premises or remotely, without providing a reason, within 14 days.
Procedure
In case of a justified request for a return, the customer must submit a written complaint to the Seller via email at info@imfish.hr.
To facilitate identifying the specific order, customers are kindly requested to include the order number, invoice number, or their username in the complaint. Dreamfish d.o.o. will confirm receipt of the complaint in writing without delay. As per Article 10, Paragraph 5 of the Consumer Protection Act, a response must be provided within 15 days of receiving the complaint.
If the complaint is justified, the customer is entitled to terminate the contract and receive a refund or exchange the product for a correct, undamaged, and valid product.
Dreamfish d.o.o. will accept the return of damaged, defective, or incorrectly delivered goods at its own expense, provided the complaint is deemed valid and the customer has not influenced the condition, damage, or any defect of the goods. In the case of a justified complaint, Dreamfish d.o.o. will bear the full cost of replacing the product with a new one.