The seller is obliged to provide a written complaint by mail, fax or e-mail and, without delay, to confirm their receipt in writing. The seller is obliged to respond in writing to all complaints received from the buyer within 15 days from the date of receipt of the complaint.
Privacy policy
1. Terms of sale
According to the Consumer Protection Act, minors or persons who are completely incapable of doing business cannot make purchases remotely, only their legal representatives can do so. If the ordered goods are not deliverable, Scentique.hr will offer the customer another most similar product and after the customer confirms by e-mail that the offer suits him, the next day at the earliest, he will deliver the goods to the customer according to the selected delivery method. If the customer does not like the offer, we will refund the funds. We do not deliver the goods based on the confirmation of payment, but only after the payment is visible on our giro account. In the case of payments in Croatian commercial banks, it is usually the next working day, and in many cases two working days from the day of payment, and in the case of payments in Croatian Post offices, at least two working days after the payment. If you are paying by virman or general money order and you want the shipment to arrive as soon as possible for this type of payment, please fill out the virman or general money order correctly and be sure to enter the correct reference to the approval number, because it can significantly affect the speed of delivery, and make the payment in a commercial bank before 12:00 p.m. For all payments that are received before 12:00 p.m. and are visible on our account, delivery starts the same or the next working day, and the delivery time further depends on the delivery conditions of the courier service and the address to which the goods are delivered. For all payments received after 12:00 p.m., delivery starts on the next working day at the earliest. If, due to an error or oversight, the price published in the web shop is incorrect or has been changed in the meantime, we reserve the right to change it. Scentique.hr reserves the right to inform you about the change or correctness of the price and to give you the opportunity to confirm or cancel your order.
2. Security of credit card payments
The confidentiality of your data is protected and ensured by the use of SSL encryption. Online payment pages are secured using the Secure Socket Layer (SSL) protocol with 128-bit data encryption. SSL encryption is the process of encrypting data to prevent unauthorized access during its transmission. This enables safe transfer of information and prevents unauthorized access to data during communication between the user's computer and the payment service, and vice versa.
3. Terms of delivery
The goods are delivered by the courier service DPD and GLS Kurir exclusively in the territory of the Republic of Croatia and other countries that can be selected on the checkout page. Exceptionally, the goods can be delivered in another way. Prices, terms and delivery method can be viewed at www.gls.hr. We send the goods at the expense and risk of the buyer. For purchases over €50, delivery is free (valid only for the Republic of Croatia).
The longest delivery time for the Republic of Croatia is 10 working days. In the case of products that are made to order, this term is valid from the moment the product to order is completed and finished.
When picking up the product, the customer is obliged to check for possible damage and immediately report it to the delivery worker who delivered the goods, or refuse to pick up a shipment with visible external damage.
Upon delivery, the customer should check the contents of the shipment for all associated parts specified in the manufacturer's specification. In case of defects, please inform us as early as possible, and no later than within 48 hours of delivery. We cannot accept subsequent complaints. When the customer checks that everything is in order with the ordered goods, he is obliged to take them over by signing the delivery note, which confirms that the product has been properly delivered.
4. Complaints
The e-mail address for complaint inquiries isreklamacie@scentique.hr
Complaints about damage during transport
It is very important that you immediately report any damage during transport, visible on the product packaging, to the courier who delivers the goods to you. The buyer must report any damage during transport within 24 hours of receiving the goods.
If you notice such damage, do not sign the receipt of the shipment or ask the courier to wait until you check whether the damage to the packaging caused damage to the product itself. If the product is not damaged, sign the delivery receipt.
Complaints about data or the wrong type of goods.
If you received the shipment and after opening the box you found that the delivered goods do not correspond to the ordered ones or the information on the invoice is not correct, please send us an e-mail with your information (name, surname, phone) no later than 48 hours after receiving the shipment. to e-mail info@scentique.hr and describe what kind of problem you have. In the shortest possible time, we will respond to the customer's complaint and will inform you about further action. The deadline for resolving a complaint is 15 days from the moment it is reported.
Online Dispute Resolution Platform (ORS): https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=HR
5. Return of correct goods
According to the Consumer Protection Act, goods purchased at a distance, i.e. goods sent by courier service, can be returned (at your own expense, except for exceptions*) no later than 14 days from the day of receipt, exclusively in their original and undamaged packaging with all accessories to the address Scentique.hr with the indication "Return of goods". The buyer must notify the seller of the cancellation of the order in writing and the order is considered canceled when the seller receives the written notification. In case of order cancellation, the customer is obliged to return the product to the seller at his own expense.
A warranty card or a copy of the invoice and a written notice of termination of the contract with the account number to which the refund is to be made (otherwise we will not be able to process the refund) must be attached to the goods eligible for return. The return of goods excludes goods on sale, as well as goods that have been used and/or damaged and/or with visibly damaged packaging. If the packaging is damaged or some parts are missing, the return will be refused.
6. Return of defective goods
You have the right to exchange defective products if it is visible on the product that the fault was not caused by improper use, but that the fault occurred in production or packaging. In this case, the goods are returned at our expense.
Place the goods intended for return in the original packaging and be sure to attach the order or invoice with it. Please do not forget to attach the original documents because, unfortunately, it is not possible to exchange the goods without them.
Scentique.hr is not liable to the customer, or the recipient, for minor damage to the products that occurred as a result of the delivery of the goods via the delivery service (if the damage or minor defects do not affect the basic properties and usability of the product).
Scentique.hr is not responsible for the customer, or the recipient, if the customer uses the product in an inappropriate way.
Each product is inspected in detail before packaging, and Scentique.hr guarantees that each product is sent correct, without defects.
In case of defects in the product caused by the seller, the buyer can terminate the contract only if he has previously given the seller a subsequent appropriate deadline for fulfilling the contract.
7. Objection
8. Data privacy
Scentique.hr undertakes to protect customers' personal data by collecting only the necessary and basic data about customers that are necessary to fulfill our obligations, informing customers about the use of collected data, regularly giving customers the option of choosing the use of their data, including the option of deciding whether they want whether or not to remove their name from lists used for marketing campaigns. All user data is strictly kept and is available only to employees who need this data to perform their work. All employees of Scentique.hr and business partners are responsible for respecting the principles of privacy protection. The website contains information about products and services offered by Scentique.hr. The pages serve as the company's electronic point of sale. Scentique.hr cannot take responsibility for any damages caused by the use of information from these pages for purposes that go beyond their intended purpose. Scentique.hr undertakes to apply maximum security measures for the purpose of protecting the interests of customers and preventing possible misuse of information. Payment transactions with credit and/or debit cards are performed using the protected SSL protocol with the use of 128-bit encryption, which is considered a safe way of performing monetary transactions in the world. Scentique.hr cannot be held responsible for abuses that cannot be determined to have occurred as a result of a technical-security failure of the web store system or the failure of Scentique.hr employees. By registering on the pages of this web store, you confirm that you are fully familiar with and accept the terms of use stated here.
9. User data and their security
At certain places within the website and at certain times, Scentique.hr will collect user personal data. These data will be used for the purposes of contacts and user records, and for the purpose of statistical processing of website visits. Scentique.hr guarantees that it will not sell the data it collects in this way.
By sending an inquiry, signing a contract or contacting directly, the user voluntarily makes his and her data available and thereby allows them to be used for the purpose of protecting personal interests in all business contracted with Scentique.hr.
The collection and processing of the user's personal data includes forwarding it to third parties and companies in the Republic of Croatia and abroad. Third parties are considered to be all natural persons and trading companies that are necessary for the realization of the contracted work.
Data is stored indefinitely.
10. Use of cookies
In order to ensure the correct operation of the website, we sometimes store small data files known as cookies on your devices. So do most of the big sites.
11. What are cookies?
A cookie is a small text file that is stored on a computer or mobile device when you visit a certain website. With the help of cookies, the website remembers your actions and preferred settings (such as login, language, font size, products in the basket and other desired settings related to display) for a longer period, so it is not necessary to re-enter them every time you return to the website. place or when browsing its different pages.
Cookies are data sent from the website and saved on the user's internet browser, while browsing the website. With each use of the website, the browser sends cookies back to the server, in order to inform the website about the user's previous activities.
Cookies are designed as reliable mechanisms for remembering information (such as shopping cart products), or to record other user activities (clicking on certain links, logging in, visited pages, etc.)
Google Analytics is used on the scentique.hr website for the purpose of insight into attendance statistics, which enables insight into attendance from sources such as social networks, e-mails, advertising platforms, web search engines and other online services and tools.
If the user does not want to accept the use of cookies on the scentique.hr website, he can block them using the button on the toolbar that is displayed at the foot of the website.
Blocking cookies in Internet browsers is possible with instructions at the link http://www.thewindowsclub.com/disable-enable-cookies-internet-explorer.
If, after accepting or blocking, the user wants to change the settings for the use of cookies via the toolbar on the website (re-accept or block them), he can do so first by deleting cookies in his internet browser (more on this at https://www.lifewire.com /how-to-delete-cookies-2617981), after which the next time you visit the www.silkfactory.hr website, the toolbar with information and cookies will appear again.
12. How are cookies controlled?
You can control and/or delete cookies as you wish. Find more information at: aboutcookies.org. You can delete all cookies already stored on your computer, and the settings of most browsers allow you to block the storage of cookies. If you block cookies, you may have to manually adjust some preferences each time you visit the website, and certain services and functions may not be available.