This website is operated by Company Quarnero d.o.o. incorporated in Croatia with company registration number 2306964, VAT number HR11957834438  and whose registered office is located at Poljanska cesta  55b , 51414 Ičići, Hrvatska.

Quarnero d.o.o. offers this website, including all information, tools and Services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.

• You add the Products which you wish to purchase to your shopping cart;
• You provide an address for delivery;
• You select your payment method and provide any requested payment information including a billing address;
• Before submitting your order you will have a final opportunity to review the Products to be purchased and their prices (including any additional charges and fees such as delivery costs) and all of the information you have submitted;
• You will click ‘Pay Now’
• By clicking ‘Pay Now’ you submit a legally binding offer.

Quarnero uses WSPay for online payments.

WSPay is a secure system for online payments, real time credit and debit card payments, and other payment methods. WSPay ensures the buyer and the merchant with the secure card data entry and transfer, which is also confirmed by PCI DSS certificate. WSPay uses 256-bit SSL encryption and TLS 1.2 cryptographic protocol as the highest protection standards for data entry and transfer.

All payments will be effected in  national currency( Euro ). The charged amount on your credit card account is converted into your local currency according to the exchange rate of credit card associations.

Shipping

EU countries
3-6 business days

European countries outside the EU
3-7 business days

USA & Canada
8-11 business days

Worldwide
8-15 business days

Where is my order?

To track your order please contact our customer services team: info@quarnero.hr

Quarnero d.o.o. is not responsible for any delays incurred due to international customs. The purchaser is responsible for tracking their package once it is tendered to the shipping carrier. Please note that packages may be delayed due to the destination country’s customs clearance procedures.

Taxes and Duties

All orders sent to EU countries will be sent DDP (Delivered Duty Paid). This means that our prices includes all taxes and duties and you will not have to pay anything on arrival.

For orders sent outside of EU countries, additional country-specific import and customs duties, customs clearance fees and import sales taxes may apply. Please inquire about these fees at your local customs office. If any fees do apply, these will need to be paid by you.

I purchased your products at an authorized retailer, can I return them to you?

Please email us at info@quarnero.hr  and we’ll assist you with your return. Usually returns must be sent back to the retailer.

Complaints

In the event that the buyer is for any reason unsatisfied  service provided they may send a complaint to the following email address: info@quarnero.hr; and they also may do so in paper form to the address: Poljanska cesta 55b,51414 Ičići, Croatia. We will confirm receipt of your complaint without delay in writing and shall respond to it within 15 days. For this reason your written complaint must contain at least your name, surname and address.

Single Termination of the Contract

The buyer has the right to, without stating any reasons for doing so, unilaterally terminate an off-premises contract or distance contract, within 14 days. This deadline begins to expire from the day on which the goods which are the subject of the agreement are delivered to the buyer or a third party that is designated by the buyer but is not the transporter. If in a single order the buyer ordered multiple pieces of a product that need to be delivered separately or ordered goods that are shipped in multiple pieces or multiple packages, the termination deadline begins running from the day when the buyer or a third party designated by the buyer but is not the transporter, receives the last piece or the last package of goods.  

The buyer has the obligation to notify the seller of their decision to terminate the agreement before the expiry of the deadline for unilateral termination of agreement and they shall do so using the Notice on Unilateral Termination of Agreement form or via any other explicit statement declaring their intent to terminate the agreement. The buyer shall send their statement on termination of agreement before the expiry of the deadline for termination of agreement.

If the buyer utilises their right to unilateral termination of agreement, the parties are no longer bound to fulfil their obligations from the concluded off-premises contract or distance contract.

In the event of termination of agreement, each party shall return to the other, what they have received based on the agreement.

The buyer is under no obligation to reimburse any costs incurred as the result of their utilisation of the right to unilateral termination of agreement, apart from those provided for in Article 76 and Article 77 of the Consumer Protection Act.

 If the buyer utilises their right to unilateral termination of agreement the seller must, without delay, and at the latest within 14 days from the day they received notice of the buyer’s intent to terminate the agreement, return to the buyer all amounts paid by the buyer based on the agreement.

By way of exception, the seller shall not be under the obligation to reimburse extra costs resulting from the buyer’s express choice of a method of transport differing from the cheapest method of standard transport that the seller offered.

Except in the case that the seller offered to personally pick up the goods that the buyer is returning, the seller has the obligation to refund the buyer only after the goods are returned, that is, after the buyer delivers to the seller proof that they have sent the goods back to them, so that the seller is informed thereon before receiving the goods.

The seller shall execute the refund using the same method of payment that the buyer used when making their payment, except if the buyer expressly agrees to another method of refund payment and under the assumption that the buyer will not have to pay any additional costs for such refund payment. In the case of payment by cash upon delivery, the seller shall refund the buyer the amount paid for the product by bank transfer to the IBAN bank account number given to him by the buyer.

Except in the case that the seller offered to personally pick up the goods that the buyer is returning, the buyer must execute the return of goods without delay and by the latest within 14 days from the day they notified the seller of their intent to terminate the agreement. It is considered that the buyer has fulfilled their obligation in due time if before the expiry of the deadline they have sent the goods or turned them over to the seller or the person the trader authorised to receive the goods.

The buyer shall bear only the direct expenses of the return of goods except if the seller has agreed to bear those costs or the seller has failed to notify the buyer of the fact that they have the obligation to bear those costs.

If, in the case of off-premises contracts, the goods were at the moment of conclusion of agreement delivered to the buyer’s home, the seller must take over the goods at their own expense if due to the nature of the goods they are impossible to return by usual postal method.

The buyer shall be responsible for each reduction in the value of the goods resulting from the handling of goods, apart from the handling required in order to determine the nature, characteristics and functionality of the goods.

The buyer does not have the right to unilateral termination of agreement if the subject of agreement is easily perishable goods or goods that have a short expiration date or if the subject of the agreement is sealed goods which for health or hygienic reasons are unsuitable for return, if the goods were unsealed after delivery. Also, the buyer does not have the right to unilateral termination of agreement in the case of services that the seller has provided fully, and the fulfilment of which started with the express prior consent of the buyer and with their confirmation that they are aware of the fact that they will lose their right to unilateral termination of agreement in this segment if the service is fully provided.

Returns and Refund Policy

Our policy lasts 14 days from the date of the dispatch confirmation. If 14 days have passed since your dispatch confirmation unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging, unused and unopened.

We are unable to assist with items that arrived broken, missing items, and missing packages outside of the 14-day return policy timeframe and without a photo of the broken items and/or package.

Gift cards are exempt from being returned.

To complete your return, we require a receipt or proof of purchase.

To start a return or an exchange, you can contact us on: info@quarnero.hr and we will provide you with instructions on how to send your package. The products must be returned to: Quarnero d.o.o., Poljanska cesta 55b,51414 Ičići, Croatia. The direct cost of returning a product must be paid by you.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@quarnero.hr
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@quarnero.hr  and send your item to: Quarnero d.o.o., Poljanska cesta 55b,51414 Ičići, Croatia

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping

To return your product, you should mail your product to:  
Quarnero d.o.o., Poljanska cesta 55b,51414 Ičići, Croatia

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Quarnero d.o.o. takes data protection and privacy very seriously. We collect only relevant and necessary data to accomplish the specified purpose and to meet our obligations. Our buyers are informed about the way the collected data is used, moreover, they can control and determine how their personal data is used. Buyers can also decide whether they want their name removed from the list used for marketing campaigns.

All user personal data is kept strictly confidential. It is available only to employees who require such data to perform their work tasks. All employees of Quarnero d.o.o. and business partners are obliged to demonstrate that their activities are compliant with the Data Protection Principles.

Online dispute resolution:

Online dispute resolution is also possible through the online dispute resolution authority of the European Commission (ODR) via the following link ec.europa.eu/consumers/odr.

This means that during an online purchase within the EU (defective product, inability to replace products, etc.) you can file your complaint in the above link in a quicker and easier way and the complaint can be filed in any of the 23 official EU languages

Governing Law

In the event of a possible dispute, the Seller and the consumer will resolve the dispute in friendly way, and if this is not possible, the competent court in the Republic of Croatia with the application of Croatian law is competent.