OPĆI UVJETI POSLOVANJA ZA MALOPRODAJNE TRGOVINE
PRICES
All product prices are expressed in EUR and include value-added tax (VAT). Prices are valid on the day of purchase and may change daily without prior notice.
Prices are non-binding recommended retail prices according to the supplier’s or manufacturer’s price list.
DISCOUNTED PRICES
When discounting product prices, the merchant is obliged to indicate the previous price and the discounted price. The previous price is considered the lowest price applied by the merchant in the 30-day period before the discounted price was applied. If the percentage of the discount is published in a range, the highest percentage must cover at least one quarter of the value of all goods on discount.
RETURN OF GOODS
Purchasing goods in physical Outterra stores is based on the principle of seen-purchased, meaning that returns are not possible, except in exceptional cases by prior agreement. Exceptions include non-conformity of goods or exercising warranty rights. It is possible to exchange goods for the same value as the returned goods.
CONFORMITY OF GOODS
Goods are in conformity with the sales contract when:
– they match the description, type, quantity, and quality and have functionality, compatibility, interoperability, and other features as agreed in the sales contract
– they are suitable for the special purpose for which the consumer needs them and which the consumer informed the merchant about no later than at the time of concluding the sales contract, and the merchant agreed to it
– they are delivered with all additional equipment and instructions, including installation instructions, as specified in the sales contract
– they are updated as specified in the sales contract.
Objective requirements for conformity of goods:
– goods must be of the quality and match the description of the sample or model made available to the consumer by the merchant before concluding the sales contract, where appropriate
– they are suitable for the purposes for which goods of the same type are normally used, taking into account applicable technical standards or, if such standards do not exist, codes of good practice applicable in the relevant sector
– they are delivered with all additional equipment, including packaging, installation instructions, and other instructions that the consumer can reasonably expect to receive, where appropriate
– in terms of quantity and features, including durability, functionality, compatibility, and safety, they match the usual goods of the same type and what the consumer can reasonably expect given the nature of the goods and public statements made in advertising or labeling on behalf of the merchant or manufacturer, unless the merchant proves that they were unaware of the public statement and could not reasonably have known, that the public statement was corrected before the contract was concluded in an equal or comparable manner, or that the public statement could not have influenced the consumer’s decision to purchase the goods.
Outterra d.o.o. is not responsible for non-conformity of goods resulting from deviations from objective requirements for conformity if the consumer was expressly informed that a particular feature of the goods deviates from objective requirements, and the consumer expressly and specifically accepted such deviation when concluding the contract.
Outterra d.o.o. is responsible for any non-conformity existing at the time of delivery of the goods and which appears within two years from delivery.
In case of non-conformity:
– the consumer can exercise their rights from non-conformity if they notify the merchant within a reasonable time from when the non-conformity was noticed
– in the notice of non-conformity, the consumer should describe the non-conformity
– the notice of non-conformity can be delivered to the merchant personally in the store (with confirmation issued), by mail, or by email to the merchant’s official address
– the consumer should allow the merchant to inspect the goods claimed to be non-conforming.
When non-conformity appears, the consumer must notify the merchant and allow them to establish conformity of the goods within a reasonable time. The consumer is not immediately entitled to demand a price reduction or contract termination but must first allow for repair or replacement.
The order of exercising claims in case of non-conformity is as follows:
- free repair or replacement of goods to establish conformity
- request for a proportionate price reduction or
- termination of the sales contract and refund of the paid amount.
The consumer can request free repair or replacement within a reasonable time, which must not exceed 30 days from the notice. If the merchant does not repair or replace the goods within this period, the consumer has the right to request a price reduction or contract termination and refund of the paid amount. In case of contract termination, the merchant must refund the paid amount to the consumer without delay, no later than eight days from the day they receive the goods or proof that the consumer sent the goods back. In case of a proportionate price reduction, the merchant must refund part of the price within eight days from receiving the request.
If goods with a confirmed material defect were paid for by card, the refund will be processed through the card payment service provider (Wordline) to the same card (in full or partially, depending on the situation).
If the goods were paid for in cash, the refund will be made to the buyer’s transaction account.
The merchant may refuse a request for repair or replacement if it is impossible or would cause disproportionate costs considering all circumstances.
In case of non-conformity of goods, a consumer who has notified the merchant has the right to:
- request free repair or replacement of goods
- request a proportionate price reduction or contract termination and refund of the paid amount.
The consumer can withhold payment of the remaining part of the price until the merchant fulfills their obligation. This right is exercised by the consumer by notifying the merchant of their decision.
PRODUCT SUITABILITY CHECK
The suitability of goods for normal use is assessed according to goods of the same type and taking into account statements by the merchant or manufacturer about the features of the goods, especially in advertising, presentations, and labels on the product.
EXERCISING RIGHTS FROM NON-CONFORMITY
The buyer must notify the merchant of non-conformity, with an accurate description, within the legal deadline and allow inspection of the goods. The non-conformity report can be submitted by email or personally in the physical Outterra store.
Consumer rights regarding non-conformity of goods are further regulated by the Consumer Protection Act.
WARRANTY
A warranty is any obligation assumed by the guarantor towards the consumer in addition to the merchant’s legal obligations under the mandatory warranty for conformity of goods.
The warranty can be provided to the consumer by the merchant or manufacturer, through a warranty certificate or advertising.
The guarantor undertakes to repair or replace the goods free of charge, or refund part or all of the purchase price if the goods do not meet the specifications or lack the properties stated in the warranty certificate or in the advertising message available to the consumer before or at the time of contract conclusion.
The manufacturer is, in accordance with the law, obliged to provide a warranty for the proper functioning of products for which a warranty is mandatory. The buyer can exercise the warranty with the manufacturer or authorized service, upon presentation of the warranty certificate and receipt.
Outterra d.o.o. is obliged to provide:
– assembly and usage instructions and a list of authorized services
– service authorized by the manufacturer for repairs and provision of spare parts, if the merchant does not perform this activity themselves
– free rectification of defects within the warranty period
– for a fee, repairs, maintenance, spare parts, and connecting devices for at least three years after the warranty period expires.
The consumer has the legal right to exercise rights from non-conformity of goods free of charge, and the warranty does not exclude these rights.
EXERCISING RIGHTS FROM WARRANTY
In case of exercising rights from the warranty, the buyer can first request repair of defects. If a defect appears within 30 days from delivery, the buyer can immediately request a refund of the paid amount.
If defects are not rectified within 30 days from the day the merchant or authorized service received the request, the merchant must deliver the same new and correct goods to the buyer free of charge. The period can be extended by a maximum of 15 days, which the merchant must inform the consumer about, taking into account the nature and complexity of the goods and the seriousness of the non-conformity.
PRICES
All product prices on the online store fjallshop.hr are expressed in EUR and include VAT. Prices are valid on the day of order and may change without prior notice.
Prices are non-binding recommended retail prices according to the supplier’s or manufacturer’s price list.
DISCOUNTED PRICES
When discounting product prices, the merchant must indicate the previous and discounted price. The previous price is the lowest price applied in the last 30 days before the discount. If the percentage of the discount is stated in a range, the highest percentage must apply to at least one quarter of the value of all goods on discount.
DATA AVAILABILITY
The online store fjallshop.hr is obliged to provide the buyer, before concluding the contract or making an offer, with the following information:
– information about the merchant Outterra d.o.o. (name, headquarters, OIB)
– contact details for quick and efficient communication (email)
– essential product features (including warranty and after-sales services) and the validity period of this information
– product availability
– delivery conditions (method, time, and place of delivery)
– product prices and all associated costs (VAT, delivery, and other fees)
– payment method and delivery conditions
– offer duration
– consumer’s right to unilaterally terminate the contract, conditions, period, and procedure for exercising this right
– complaint submission procedure, including all contact details.
DELIVERY TIME INFORMATION
If the goods are in stock in our warehouse: orders received by a certain time are processed the same or the next working day, and delivery is carried out by GLS Croatia within usual delivery times.
If the goods are only available through the supplier, the delivery time is up to 48 hours from dispatch, except in exceptional cases about which the buyer will be informed.
RETURN OF GOODS (ONLINE STORE Fjallshop.Hr)
A buyer who has concluded a distance contract through the online store fjallshop.hr has the right, without stating reasons, to unilaterally terminate the contract within 14 days from the day of receiving the goods. It is sufficient to send the merchant a notice of termination within this period (by email or in writing). After that, they have an additional 14 days to return the goods to the merchant in their original packaging, unused and undamaged.
The refund of the paid amount is carried out as follows:
– if the goods were paid for by card, the refund is made to the card via the Wordline system no later than 8 days from receiving the goods or proof of sending
– if the goods were paid for by pre-invoice, the amount is refunded to the buyer’s transaction account no later than 8 days
– if the goods were paid for cash on delivery, the amount is refunded to the buyer’s transaction account within the same period.
The cost of returning goods is borne by the buyer, except in the case of delivery of incorrect or defective goods.
The consumer can request a proportionate price reduction or contract termination if:
– the merchant has not repaired or replaced the goods or has refused the request to establish conformity
– non-conformity exists even after attempts to establish conformity
– non-conformity is so serious that it justifies immediate price reduction or contract termination
– the merchant has stated or it is obvious that conformity will not be established within a reasonable time or without significant inconvenience to the consumer.
The consumer does not have the right to unilaterally terminate the contract in cases provided by the Consumer Protection Act, such as goods made to the consumer’s specifications, easily perishable goods, or if the protective seal on audiovisual recordings or software has been removed.
The buyer has the right to inspect and test the goods to the extent necessary to determine the facts about the goods. Any use beyond this scope may reduce the value of the goods, for which the merchant may charge a fee.
The refund of the paid amount will be made as soon as possible, and no later than 8 days from the day of receiving the notice of termination, or the return of goods or proof that the goods have been sent back. The refund is made to the buyer’s account or card, depending on the payment method. Cash refunds are not possible.
COMPLAINTS AND DISPUTES
The merchant respects applicable consumer protection regulations. The merchant will respond to a received complaint within 8 working days and inform the buyer about the progress of the procedure. The merchant will strive to resolve all disputes amicably.
In case of a dispute, the consumer can contact the competent authorities of the Republic of Croatia and/or use the European Commission’s online dispute resolution platform: https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.show&lng=HR
GENERAL TERMS OF BUSINESS FOR ONLINE STORE (www.fjallshop.hr)
Merchant:
Outterra d.o.o.
Pijavišće 17/G
10172 Zagreb, Croatia
OIB 57667865445
The online store fjallshop.hr is managed by Outterra d.o.o., which is also the provider of the e-commerce service.
These General Terms of Business define the operation of the online store fjallshop.hr, the rights and obligations of users and the merchant, and regulate the relationship between the merchant and the buyer.
A buyer is any person who concludes a valid sales contract for goods with the merchant through fjallshop.hr. All contracts concluded through this website are subject to these General Terms and individual orders.
The buyer is bound by the General Terms valid at the time of order submission. Before submitting an order, the user is explicitly warned about the General Terms of Business and confirms that they are familiar with them.
These General Terms apply regardless of the buyer’s headquarters. In accordance with the Consumer Protection Act, the consumer can request the conclusion of a contract in another language, if provided by the merchant.
All other provisions of the original Slovenian terms relating to consumer rights, warranties, conformity of goods, returns, and complaint processing are interpreted and applied in accordance with the applicable regulations of the Republic of Croatia and these adapted business terms.
