Complaints, Returns, and Objections

A customer who is dissatisfied with the Seller's service or the delivered products can address their objections or complaints to the Seller. The Seller undertakes to resolve the objections or complaints as quickly as possible and aims to improve the service to the satisfaction of all Customers.

A written complaint can be sent by the Customer via email to or by post to the address Aura proizvodi d.o.o., 2. istarske brigade 2/1, 52420 Buzet, with the label "FOR WEBSHOP - COMPLAINT."

To expedite the resolution of the complaint, the Customer is requested to provide the order number, basic customer information (name, email address, contact phone number), a detailed description of the complaint, and, if necessary, photographs of the products in question.

Upon receiving the complaint, the Seller will send the Customer a confirmation of its receipt. The Seller will respond to the complaint within 15 days of its receipt, as per the provisions of the Consumer Protection Act (NN 19/22, 59/23).

The Seller will accept the Customer's complaint in the case of damaged, faulty, or incorrectly delivered products (in terms of type and quantity concerning the order), as well as products with expired shelf life. The Seller will replace or refund such products at their own expense if it is determined that the complaint is justified and the Customer is not responsible for the product's integrity, damage, or any other defects. In case of a valid complaint, the cost of replacing the product with a new one will be covered by the Seller.

In the case of products with a material defect, in accordance with the Obligations Act (NN 35/05, 41/08, 125/11, 78/15, 29/18, 126/21, 114/22, 156/22), the Seller will, at the Customer's discretion, either remove the defect, provide another product without defects, reduce the price, or, after the subsequent reasonable deadline for fulfillment has expired or without setting an additional deadline for fulfillment, return the amount paid for the products to the Customer, or fulfill any other obligation as required by the provisions of the Obligations Act regarding liability for material defects.

A complaint regarding a material defect can be submitted by the Customer as described under "Complaints, Returns, and Objections."

The Customer's Unilateral Contract Termination Right

The contractual arrangement established between the Customer and the Seller, pertaining to the procurement of products and services, embodies a one-time agreement completed upon the Seller's product delivery and the Customer's corresponding payment, except when prematurely concluded. These General Terms of Use are an integral component of the Purchase Agreement between the Seller and the Customer. As stipulated by the Consumer Protection Act, the Customer possesses the prerogative to unilaterally terminate any contract realized through remote communication means (such as online stores) without the obligation to provide explicit reasons, within a 14-day window following the product's delivery as per the original order date. The aforementioned 14-day period commences on the day when the Customer, or a designated third party, not including the carrier or delivery service, takes possession of the contracted product. In the event that the Customer exercises this right to unilaterally terminate the contract, they shall assume the direct expenses associated with product return.

Within the 14-day period, the Customer is required to inform the Seller of the unilateral termination of the contract by:

  • Sending a completed form for unilateral contract termination by mail to the address Aura proizvodi d.o.o., 2. istarske brigade 2/1, 52420 Buzet, with the label "FOR WEBSHOP – UNILATERAL CONTRACT TERMINATION," or
  • Sending any other unequivocal statement expressing their wish to unilaterally terminate the contract. In this statement, the Customer should provide the order number and basic customer details (name, address, phone number, and email address) by mail to the address Aura proizvodi d.o.o., 2. istarske brigade 2/1, 52420 Buzet, with the label "FOR WEBSHOP – UNILATERAL CONTRACT TERMINATION," or by email to

Upon receiving the Customer's statement or form for unilateral contract termination, the Seller will acknowledge its receipt without delay.

In the case of unilateral contract termination, each party must return to the other what they have received based on the contract, in accordance with the provisions of the Consumer Protection Act.

Within 14 days from the moment the Seller is informed of the Customer's decision to unilaterally terminate the Contract, the Customer is obligated to return the goods to the Seller. In this case, the Customer, who is exercising the right to unilateral Contract termination, bears the direct costs of returning the goods. The goods should be sent back to the address of Aura Proizvodi d.o.o., 2nd Istarske Brigade 2/1, 52420 Buzet, with the note "WEB SHOP RETURN - UNILATERAL CONTRACT TERMINATION." The Seller is not responsible for any issues related to the delivery service chosen by the Customer for the return, so it is advisable that the Customer obtains a tracking number for the shipment. This ensures that the product has been delivered to the Seller. Furthermore, the Seller will not be held accountable if the Customer returns the product to the wrong address.

In accordance with the Consumer Protection Act, the Customer is responsible for any reduction in the value of the goods resulting from the handling of the goods, except what was necessary to establish the nature, characteristics, and functionality of the goods. The Customer is obliged to return the goods in their original and undamaged packaging, with all accompanying parts and documentation. The Seller will assess the reduction in the value of each returned item individually due to damage/loss of packaging or damage to the goods not caused by verifying the functionality of the goods. The Customer will be notified of this assessment after the returned product is received.

The Seller will issue a refund only after receiving the returned product or after the Customer provides proof that the product has been sent back to the Seller if the Seller is informed of this before the product's receipt. Once the Seller confirms that the returned product meets all return conditions, the refund of the payment will be made using the same payment method employed by the Customer, unless the Customer explicitly agrees to a different method of payment. It is assumed that the Customer will not be required to cover any additional costs for such a refund.

The Customer does not have the right to unilaterally terminate the Contract in cases specified by the Consumer Protection Act (e.g., goods made to the Customer's specifications, perishable goods, or goods with a short shelf life, sealed goods that are not suitable for return for health or hygiene reasons if unsealed after delivery, items that, due to their nature, become inseparably mixed with other items after delivery, and other similar cases). Comprehensive information regarding the Customer's right to unilaterally terminate the Contract can be found in the Consumer Protection Act (NN19/22, 59/23).