Complaints
The Customer has the right to file a product complaint in accordance with legal conditions and deadlines:
- If the Customer receives a product that was not ordered, or if the product is damaged or defective (i.e., has material defects), they have the right to file a complaint, which the Seller must respond to within 15 days. Complaints must be submitted in writing, preferably via email at info@fertility-men.com.
- If the Customer does not receive the ordered and paid product within the delivery period, they have the right to report the issue using the contact information published on the website. The Seller will investigate the reason for the delivery failure and inform the Customer about the resolution as soon as possible. Upon delivery, it is recommended that the Customer inspects the product and notifies the Seller of any visible defects within 8 days or without delay. In such cases, the Customer should contact us via email or phone (as instructed on the website) to indicate whether they want the product resent or a refund. A replacement or refund will be processed within 14 days from the date of returned goods.
- If the request for replacement or refund is justified, the Seller will comply with the Customer's request and cover the cost of resending the product or issuing a refund.
Product returns should be sent to: Polar Care d.o.o., Naftaplinska ulica 37, 10310 Ivanić-Grad, Croatia.
The direct cost of returning the goods is borne by the Customer, except in cases where the product was not received (refused delivery), visibly damaged, or if the wrong item was delivered. The Customer must return the product in the condition in which it was delivered. The appearance of the product cannot be subject to complaint, as the product images on the website may differ slightly from the actual appearance. In accordance with the Obligations Act, the consumer may file a material defect complaint within two months of detecting the defect.
The Customer can find more information about rights and deadlines regarding material defects in the Obligations Act.
Liability for Material Defects
According to Article 4, Paragraph 2 of the Consumer Protection Act, the provisions of the Obligations Act apply to legal relations between the consumer and the trader. Article 43, Paragraph 2 further specifies that in the case of material defects, the rules of liability for material defects under the Obligations Act apply.
The consumer’s rights concerning liability for material defects are defined in Articles 400–422 of the Obligations Act (Official Gazette No. 35/05, 41/08, 125/11). Article 403, Paragraph 4 states that in consumer contracts, the buyer is not obliged to inspect the item or have it inspected, but must notify the seller of visible defects within two months of discovery, and no later than two years from the transfer of risk to the consumer.
The Customer may send the defective product to Polar Care d.o.o., Naftaplinska ulica 37, 10310 Ivanić-Grad, Croatia, after which the Seller will assess the validity of the complaint.
If a material defect is confirmed, the Seller shall fulfill one of the following obligations, in accordance with the Obligations Act:
- eliminate the defect,
- deliver a replacement product without defects,
- reduce the price,
- terminate the contract.
When reporting a defective product, the Customer must include a copy of the invoice, a description of the defect, full documentation, and the original packaging. The warranty does not cover damage caused by improper handling or physical damage.
RIGHT OF UNILATERAL CONTRACT TERMINATION
The cost of returning goods is borne by the Customer.
The returned product must not be used.
