Complaints and objections

1. How to submit a complaint

You submit a complaint in writing:

• by post to the address of the registered office: Modeco d.o.o. za proizvodnju, montažu i trgovinu, Ante Starčevića 249, 31400 Đakovo, Croatia;
• by e-mail to [email protected].

By telephone on +385 31 286 066 we will gladly help you with any question, but in order for us to be able to record the complaint formally and reply in writing, it has to be sent by post or by e-mail.

2. What the complaint should contain

So that we can resolve the complaint quickly, please state:

• the number of the order or the number of the invoice,
• your name and surname or company name and contact details for our reply (address, e-mail address, telephone),
• the name of the product or of the service the complaint relates to,
• a description of the defect or of the reason for the complaint, in as much detail as possible,
• photographs of the defect and, if possible, of the declarations or markings on the product,
• the date on which the goods were received or the date on which the service was performed,
• what you are asking for — repair, replacement, a reduction of the price or termination of the contract.

If any piece of information is missing, we will contact you and ask for it to be supplied. Please do not install, cut or further process the goods the complaint relates to until we have arranged an inspection.

3. Deadline for our reply

We confirm receipt of a complaint without delay, and we deliver a written reply at the latest within 15 days of the day the complaint is received, to the address or the e-mail address you have given.

If an inspection on site or a report from the manufacturer of the material is needed in order to establish the defect, we will inform you of this in the reply and arrange an appointment.

We record and keep complaints in accordance with the consumer protection regulations.

4. Material defect in a product

We are liable for material defects in accordance with the Civil Obligations Act. A defect exists if the product does not have the properties needed for ordinary use or does not correspond to the description, the sample or the agreed specification.

If a defect has been established, the buyer may request:

1. repair, that is, removal of the defect,
2. replacement of the product with one that is free from defects,
3. a reduction of the price,
4. termination of the contract and a refund of the amount paid.

The order in which those claims may be exercised and the conditions for doing so are prescribed by law. The costs of a justified complaint, including the cost of returning the goods, are borne by us.

• A consumer may raise a defect that becomes apparent within two years of receipt of the goods, giving notice within a reasonable period from its discovery.
• A business buyer has to inspect the goods immediately on taking delivery and to report visible defects without delay, and hidden ones as soon as they are discovered.

Damage arising after the goods have been taken over, improper installation that was not carried out by us, unsuitable storage and ordinary wear of the material are not regarded as defects.

5. Damage in transport

Report visible damage to a consignment immediately on taking delivery, before you sign the dispatch note or the delivery note. Note the damage on the transport document, photograph the consignment and the packaging and inform us the same day.

Damage in transport reported subsequently is difficult to prove and the carrier as a rule does not accept it, so we ask you to inspect the consignment before signing. With goods of large dimensions, also check that the edges, the protective film and the number of items are correct against the dispatch note.

6. If you are not satisfied with our reply

If you are not satisfied with the reply to a complaint, consumers may turn to:

• the State Inspectorate of the Republic of Croatia, which supervises the application of the consumer protection regulations;
• a body for the alternative resolution of consumer disputes — in Croatia these are, among others, the Mediation Centre and the Court of Honour at the Croatian Chamber of Economy. The procedure is voluntary and as a rule cheaper and faster for both parties than the court;
• the competent court in the Republic of Croatia.

Irrespective of that, we always try to resolve a dispute directly with you first — in practice that is the quickest way.

7. Withdrawing from a purchase without giving a reason

If the product is not defective and you simply wish to withdraw from the purchase, this is not a complaint but a unilateral termination of the contract. Consumers may do so within 14 days — the conditions, the form and the list of excluded goods are on the page Right to withdraw unilaterally from the contract.

The other provisions on purchases are set out in the General terms and conditions.