Replacements and Refunds
In case you are unhappy with the product for any reason, you can exchange it for any other product within 14 days of receipt.
In order to exercise this right, the product must be sent in the original packaging together with all the accessories and documentation with which the product was originally delivered, and with an invoice or other document proving that the product was purchased from Diversus res d.o.o.
You can submit a replacement request by sending an e-mail to heraldi@heraldi.hr, in which you need to specify the order number, code or description of the item you wish to replace, as well as information (code or description) on the item that you wish to replace the previously ordered product with.
The first replacement is free.
For the first replacement, we will arrange delivery to your address at our expense. For each subsequent replacement of the same order or item, the shipping costs are borne by the sender, i.e. the Customer.
For goods collected at a selected point of sale, replacements are made exclusively through the web shop.
In the event that the parcel is damaged in transport, such damage is visible at the handover of the parcel. In this case, we kindly ask you not to accept the parcel and instead contact us so that we can check the condition of the parcel as soon as possible and send a new one if necessary.
In accordance with the Consumer Protection Act, you are entitled to unilaterally terminate the purchase agreement with Diversus res d.o.o. without giving reasons for doing so within 14 days of the date of delivery of the product, i.e. the delivery of the last product from the order.
The standard information form for unilateral termination of the agreement can be found HERE.
To request a refund, fill out the Form available at the link above and send it via e-mail to heraldi@heraldi.hr
The procedure for refunds is as follows: after receiving your e-mail, our customer service will send you information on the address to which the parcel should be sent, and when the parcel arrives at our point of sale, we will give you a refund.
The costs of returning the parcel are borne by the sender or Customer themselves.
The refund will be made in the same way that you made payment, except in the case of payment by cash on delivery, in which case the money will be returned to the bank account that you specified as the account for receiving the refund.
In order to exercise this right, the product must be sent in the original packaging together with all the accessories and documentation with which the product was originally delivered, and with an invoice or other document proving that the product was purchased from Diversus res d.o.o.
For goods collected at a selected point of sale, refunds can be made at the desired point of sale.
In order to exercise this right, it is necessary to send the request by e-mail to the e-mail address heraldi@heraldi.hr and bring the undamaged product to the desired point of sale together with all the accessories and documentation with which the product was originally delivered, and with an invoice or other document proving that the product was purchased from Diversus res d.o.o.
You will receive a certificate for the returned item at the point of sale.
When returning the item to the point of sale, please be aware that you will not receive a refund at the point of sale. Refunds are made only through the web shop, i.e. to the account you specified on request, or to the credit card with which the purchase was made.
In the event of termination of the agreement, each party shall be obliged to return to the other everything they received from them under the agreement, in accordance with the provisions of the Consumer Protection Act. We will refund your money after the goods have been returned to us. You must return the goods to us without delay and no later than 14 days from the date on which you have declared unilateral termination of the agreement.
Please note, in particular, that you are responsible for any impairment of the value of the goods resulting from the handling thereof, other than that necessary to determine the nature, characteristics and functionality of the goods. By accepting these General Terms and Conditions, you have also accepted the provisions of the above mentioned Rules.