Refund policy

COMPLAINTS AND RETURNS

A0 is responsible for material defects on the products it sells on its pages, in accordance with the legal regulations of the Republic of Croatia, particularly the Civil Obligations Act.

The ordered products are packaged in such a way that they are not damaged during normal handling in transport/delivery.
In the event that the shipment is damaged in transport, such damage is visible upon receipt of the shipment, in which case we suggest that the customer does not accept the shipment. We ask customers to contact us so that we can check the condition of the shipment as soon as possible and send a new one.

In the case of a visible defect of the product upon receipt of the shipment, the customer is not obliged to accept the delivered product, i.e., they can refuse receipt. It is considered that products that were duly received by the customer did not have a visible defect.

Upon receipt of the goods, checking the correctness of the order is the customer's responsibility, and the customer is obliged to compare the received items with the invoice. If something is missing, they are obliged to submit a complaint by email to info@wallswithsouls.hr or in writing within the legal period of 14 days to the address: A0 d.o.o., Oranice 134, 10 000 Zagreb, as subsequent complaints will not be considered.

By refusing receipt, the delivery service will return the shipment to A0, with a note that the shipment contains a defect.

If the product has a hidden defect (a defect that could not be discovered by a usual inspection upon receipt of the item), which the customer discovers upon opening the product, they are obliged to provide documented reasoning for the defect to determine whether the defect occurred during the production of the product itself or if the customer mistakenly ordered the wrong dimension, the wrong photograph, or chose the wrong type of material. In that case, the product cannot be claimed because it is a custom product where each dimension is adapted to the wishes and requirements of the clients.

 

The user acquires the right to complain if:
• the product was not delivered according to the instructions from the order
• the delivered product does not meet the standards
• the product was damaged during delivery

 

We will resolve all the aforementioned complaints in agreement with the orderer, i.e., the recipient of the product, as soon as possible.