Our partner DPD delivers the ordered goods throughout Croatia and the EU directly to your home, i.e. to the address you specify in the order. For delivery on the territory of continental Croatia, it takes about 2-3 working days, from Monday to Friday, for delivery to the islands, it takes 5 days according to the carrier’s schedule. If the customer (recipient) is not at home during the delivery, the delivery person will leave a “notice of the arrival of the shipment” at the specified address of the customer, which will include a phone number to agree on the date of redelivery within 8 days. After this period, the shipment is returned to the sender.
If the buyer does not receive the goods or the delivery notification within the expected time, the buyer should immediately notify the seller so that actions can be taken to find the shipment or to send a replacement shipment.
The basic price of delivery for packages in the territory of the Republic of Croatia
Zone 1.
– package up to 2 kg: €4.00,
5 kg: €5.00
Above this weight, the delivery price is according to the offer according to the quantity of the package and the delivery address(es). If we send packages from the order to different addresses, the delivery price is calculated for each individual address.
Basic delivery price for packages outside the Republic of Croatia, but within the European Union
Zone 1. Slovenia
– package up to 2 kg: €6.25
5 kg: €6.50
Zone 2. Austria (AT) Czech Republic (CZ) Hungary (HU) Germany (DE) Slovakia (SK)
– package up to 2 kg: €10.00
5 kg: €11.00
Zone 3. Belgium (BE) Denmark (DK) Estonia (EE) France (FR) Ireland (IE) Northern Ireland (GB) Italy (IT) Latvia (LV) Lithuania (LT) Luxembourg (LU) Netherlands (NL) Poland (PL) Portugal (PT) Spain (ES) Sweden (SE)
– package up to 2 kg: €12.50
5 kg: €13.70
Zone 4. Bulgaria (BG) Finland (FI) Greece (GR) Romania (RO)
– package up to 2 kg: €18.50
5 kg: €20.50
Above this weight, the delivery price is according to the offer according to the quantity of the package and the delivery address(es). If we send packages from the order to different addresses, the delivery price is calculated for each individual address
If the buyer refuses to receive the goods he ordered from the seller, even though the goods arrived in good condition, the seller has the right to ask the buyer for compensation for all costs related to delivery.
The correctness of the shipment, complaints, return and exchange of goods The seller undertakes to deliver a product that is correct, has the correct shelf life, is packed in original packaging and corresponds to the type and description of the product listed on www.matispet.com
The image that illustrates the product on the website does not have to correspond to the actual appearance of the product, especially for products with terms such as “various sizes”, “various shapes” etc. mentioned in the name on the website, and the customer cannot advertise such products by on that basis. We reserve the right to errors in the description, photos, prices and number of items due to the automatic entry of items into the system, as well as the automatic confirmation of the order. In the event of an error, the statement of our operator is valid. The ordered products are packed in such a way that they are not damaged during normal handling.
When delivering the goods, please check the delivered goods and report any damage to the person who delivered the goods. If external damage is visible on the delivered goods, the customer has the right to refuse to take over the ordered goods. Please compare the delivered products (type and quantity of delivered products) with the invoice, and if something is missing or the wrong product has been delivered, inform the sender within 2 days.
Please note that checking the correctness of the shipment is the buyer’s responsibility and that we are not obliged to accept subsequent complaints in terms of the quantity and type of delivered goods and visible defects.
The customer has the right to return the goods in the event that the product has a material or qualitative defect that could not be observed when receiving the goods. In this case, please report such a product to us in order to arrange a return and exchange of such a product or a refund.
If you received a product that you did not order, or you received a product with an error, or you have any complaint, in accordance with the Consumer Protection Act, please notify us at the e-mail address: info@matis-pet.hr
After the customer advertises the correctness of the product, Matis five will ensure the collection of the goods in the shortest possible time, through the delivery of the authorized company DPD. The shipping costs for such a return will be fully covered by Matis pet, after which it will send the customer a replacement product with the first possible delivery without any compensation or grant a refund, according to the customer’s choice.
If the buyer wants to exchange a correct and unused product that does not suit him, he can return such product to the seller within 14 days after receiving the product.
If you want to return or exchange a correct product, please notify us at e-mail address: info@matis-pet.hr in order to arrange a return, replacement of such a product or a refund. Upon receipt of the correct product in the original packaging, Matis pet will act according to the established agreement with the customer. And if it is agreed to replace the item, it will send a replacement item of the customer’s choice with the first possible delivery.
The immediate costs of any returns are borne by the buyer. The customer will be charged or approved for any difference in the price of the replacement item, depending on the specific situation.
Procedure in case of unilateral termination of the contract Your order, in accordance with Art. 72 of the Consumer Protection Act (Official Gazette 41/2014), you can cancel without compensation and without giving a reason within 14 days after receiving the product. In this case, we will take the product back (in accordance with the provisions of Articles 74-77 of the Law on Consumer Protection) or replace it. We will pick up the goods ourselves through a delivery company authorized by the DPD company. The costs of one return and the sending of replacement products are borne by Matis pet, and the direct costs of any subsequent returns are borne by the customer.
If you want to unilaterally terminate the contract and return one or more products, please contact us at the e-mail address: info@matis-pet.hr. Our operators will contact you as soon as possible if you have chosen the option of exchanging goods for other items or if you only want to partially cancel your order.
If you unilaterally terminate this Agreement, we will refund the money we received from you, including delivery costs, without delay, and no later than within 14 days from the day we received your decision to unilaterally terminate the agreement, with prior taking possession of the returned goods.
The refund will be made in the same way you made the payment. In the event that you agree to another way of returning the amount paid, you do not bear any costs in relation to the return. Please pay attention to the possibility of liability for a decrease in the value of the goods resulting from the handling of the goods, except for that which was necessary to determine the nature, characteristics and functionality of the goods.
