Refund policy

Unilateral Contract Termination and Returns

Each User can review the Terms of Use by clicking on the link located at the bottom of every page under “Terms of Use”.

The Customer may unilaterally terminate the Contract within 14 (fourteen) days from the day the goods are handed over into the Customer’s possession, without stating a reason. However, the Customer is not entitled to unilaterally terminate the Contract if:

  • the trader has fully performed the service contract, and performance began with the consumer’s explicit prior consent and confirmation that they were aware that they would lose the right to unilateral termination once the service was fully performed

  • the subject of the contract is goods or services whose price depends on fluctuations in the financial market beyond the trader’s control, which may occur during the period for exercising the consumer’s right to unilateral termination

  • the subject of the contract is goods made according to the consumer’s specifications or clearly customized to the consumer

  • the subject of the contract is perishable goods or goods with a short shelf life

  • the subject of the contract is sealed goods not suitable for return due to health or hygiene reasons, if unsealed after delivery

  • the subject of the contract is goods that, due to their nature, become inseparably mixed with other items after delivery

  • the subject of the contract is the supply of alcoholic beverages whose price was agreed at the time of concluding the contract, and delivery can occur only after 30 days, if the price depends on market changes beyond the trader’s control

  • the consumer specifically requested a visit from the trader for urgent repairs or maintenance services; however, if during such a visit the trader provides additional services or delivers goods not necessary for those urgent repairs or maintenance, the consumer retains the right to unilateral termination regarding those additional services or goods

  • the subject of the contract is the supply of sealed audio or video recordings or computer software that were unsealed after delivery

  • the subject of the contract is the supply of newspapers, periodicals, or magazines, except subscription contracts for such publications

  • the contract was concluded at a public auction

  • the subject of the contract is the provision of accommodation services not intended for housing, the provision of goods transportation services, vehicle rental services, food and beverage delivery services, or leisure services when the contract specifies a particular date or period for service provision

  • the subject of the contract is the supply of digital content not delivered on a tangible medium, if performance started with the consumer’s explicit prior consent and confirmation that they were aware that they would thereby lose the right to unilateral termination.

To exercise the right to unilateral termination, the Customer must inform the Seller of their decision before the deadline expires. The Customer may inform the Seller of their decision by submitting an unambiguous statement including their full name, address, telephone number, fax number (if applicable), email address, and bank account details for the refund. The Customer may also use the attached template form for unilateral contract termination. The statement may be sent by mail (to Hey Chilli, Sandra Vuica, Zemljoradnička ulica 20, 52470 Umag, Croatia) or by email to podrska.heychilli.opg@gmail.com, and must include: invoice number, invoice date, full name, address, phone number, fax (if applicable), email address, and bank account details for the refund.

The unilateral termination form is attached to these Terms of Use and will also be accessible through a link in the order confirmation email.

The Seller will send confirmation of receipt of the notice of unilateral termination without delay, via email.

If the Customer unilaterally terminates the Contract, a refund of all payments received will be issued without delay, and no later than 14 (fourteen) days from the date the Seller receives the Customer’s decision to terminate the Contract. The refund will be issued to the bank account specified by the Customer in the termination form. The Seller may withhold the refund until the goods are returned or until proof is provided that the goods have been sent back.

The Customer must return or deliver the goods to the address Hey Chilli, Sandra Vuica, Zemljoradnička ulica 20, 52470 Umag, Croatia without undue delay, and in any case no later than 14 (fourteen) days from the day the Customer informed the Seller of their decision to terminate the Contract.

The Customer must bear the direct cost of returning the goods. It is recommended that the Customer call +385 912766877 or contact podrska.heychilli.opg@gmail.com before terminating the Contract to receive instructions on the return procedure.

The Customer is responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functionality of the Product. To determine these, the consumer may handle and inspect the Product only in the manner that is customary when purchasing goods in the Seller’s physical premises. During the period in which the consumer may exercise the right to return, the goods must be handled with due care.

In the case of diminished value of the product resulting from excessive handling, the Seller will assess the reduction in value based on objective criteria in each individual case and will inform the Customer accordingly.

If, at the Customer’s request, performance of the service began during the termination period, the Customer shall pay the Seller an amount proportionate to what was provided up to the moment the Customer informed the Seller of the unilateral termination of the Contract.