Terms of sale and complaints
Payment
Products are ordered through the web shop by the Buyer selecting a product from the gallery and filling out the order form. When filling out the order form, the Buyer is required to fill in basic personal information in order to place the order.
The Buyer will receive an order confirmation for the ordered goods electronically.
If the Seller is unable to deliver any of the ordered products, then he will contact the Buyer by phone or email to inform him of the reasons for non-delivery and to agree on further procedures.
In the web store, payment can be made in three ways:
1. By wire transfer – we will send payment information to the buyer's email address. Payment can be made using Internet banking or in the way you normally pay bills (bank, post office). The order number must be entered in the reference number to make it easier for us to connect the buyer with the order. Shipping and postage costs to the buyer's designated address via the PAKET 24 service are included in the price. A valid fiscalized invoice is included in the shipment along with the items.
2. By cash on delivery – payment on delivery is made in cash to the delivery person when picking up the shipment at the buyer's address. Shipping and postage costs to the buyer's designated address via the PAKET 24 service are included in the price. A valid cash invoice is included in the shipment along with the items.
3. PayPal – payment is made via the PayPal service directly from the funds you have on your PayPal account or via credit cards available to you on PayPal. Shipping and postage costs to the buyer's designated address via the PAKET 24 service are included in the price. Along with the items, the shipment includes a valid fiscal invoice.
Delivery
Delivery is carried out in accordance with the terms of use of the PAKET 24 service at Hrvatska pošta d.d., and is considered completed at the moment the product is handed over to the delivery service.
The Seller is not responsible for delays in delivery or any other problems that may arise due to incorrect or inaccurate customer data.
Ordered products are delivered to the entire territory of the EU and if necessary, to third countries.
Delivery will take place no later than XX working days from the order/receipt of payment.
If it is impossible to deliver the selected product due to the product being out of stock, the Seller is obliged to immediately notify the Buyer, and the Buyer has the right to terminate the contract and request a refund or agree to a later delivery deadline.
All ordered items will be delivered in one package. If this is not possible due to stock levels, the Seller reserves the right to deliver in multiple shipments.
Unfortunately, the Seller is not able to influence the further speed of delivery and possible complications related to the delivery itself caused by the delivery service.
The following are not included in the delivery deadlines:
• the day of receipt of the order/request
• the delay time due to incorrect and incomplete Buyer's address
• the delay time due to force majeure or other reasons for which the Seller is not responsible
• non-working days if they represent the beginning or end of the deadline
Unilateral termination of the contract
The Buyer has the right, without giving reasons, to unilaterally terminate the contract within 14 days. The 14-day period begins on the day on which the Buyer or a third party designated by the Buyer, who is not the carrier/deliverer, has received the goods that are the subject of the contract.
If the Buyer has ordered several items of goods that need to be delivered separately in one order, or if the goods are delivered in several items or in several shipments, the period begins on the day on which the last item or the last shipment of goods has been received.
The Buyer is obliged to notify the Seller of his decision to terminate the contract before the expiration of the period for unilateral termination by e-mail to bluehemp@bluehemp.eu. The Seller will send confirmation of receipt of the notification of unilateral termination of the contract, without delay, by e-mail.
In the event of unilateral termination of the Agreement, the Seller will refund the Buyer, excluding delivery and collection costs, without delay, and no later than 14 days from the date of receipt of the decision on unilateral termination of the Agreement.
The Buyer is obliged to return the items immediately, and no later than 14 days from the date of sending the decision on unilateral termination.
Return the items by mail in a verifiable manner to the address:
Blue Hemp Farm j.d.o.o.
Sigetje 12
10090 Zagreb
Croatia
The Buyer does not have the right to unilaterally terminate the contract if:
• the subject of the contract is an item whose price depends on changes in the financial market that are beyond the Seller's control, and which may occur during the term of the Buyer's right to unilaterally terminate the contract;
• the subject of the contract is an item that is made according to the Buyer's specifications or that is clearly customized for the Buyer;
Refunds
Refunds will be made only after the Seller has received the Product at the address indicated on the invoice. The direct cost of returning the goods is borne by the Buyer. Returned Products must be in their original packaging with a return request and a copy of the invoice attached. The Buyer is responsible for any reduction in the value of the goods resulting from handling the goods, except for that which was necessary to establish the nature, characteristics and functionality of the product.
Liability for material defects/Complaint
The Seller is liable for material defects of the goods sold on its website in accordance with the positive regulations of the Republic of Croatia, in particular the Civil Obligations Act.
The products may slightly differ in weight/volume/dimensions from the stated weight/volume/dimensions of the product.
The Seller, who sells a finished product from another manufacturer and cannot influence the above, disclaims liability for such deviations. By ordering the product and confirming it, the Buyer accepts the stated risk.
The ordered products are packaged in such a way that they are not damaged by normal handling during transport/delivery.
In the event that the shipment is damaged in transport, such damage is visible upon receipt of the shipment, and in such a case we suggest that the Buyer does not accept the shipment. We ask Buyers to contact us so that we can check the condition of the shipment as soon as possible and send a new one.
Upon receipt of the goods, the Buyer is responsible for checking the correctness of the order, and the Buyer is obliged to compare the received items with the invoice, if something is missing, he is obliged to immediately submit a written complaint/request, as subsequent complaints will not be accepted.
In the event of a visible defect in the product upon receipt of the shipment, the Buyer is not obliged to accept the delivered product (he may refuse receipt) and does not bear the costs of delivering such a product. It is considered that products that have been duly received by the Buyer did not have a visible defect. The Buyer has the right to make a complaint in relation to material defects within the deadlines and for the reasons prescribed by the provisions of the Law on Mandatory Deadlines.
The customer can send a written complaint to the e-mail bluehemp@bluehemp.eu, by phone at +385 (0)91 590 8857 or in writing at the address:
Blue Hemp Farm j.d.o.o.
Sigetje 12
10090 Zagreb
Croatia
with the indication Complaint.
In order to determine as quickly as possible the specific order to which the Buyer has an objection, the Buyer is asked to state the order number and the invoice number in the objection.
The customer has the right to a justified complaint and to return the goods in the following cases:
• delivery of goods that were not ordered
• delivery of goods that have a fault or damage that did not occur during transport
• if the product has a hidden defect (a defect that could not be detected during a normal inspection when picking up the item) that the Buyer determines after opening the product
The Seller will otherwise consider the complaint valid if, upon examination of the product, it determines that it meets the conditions for a complaint in accordance with the Obligations Act and the Consumer Protection Act. In that case, it will replace the product within 14 days of receiving a valid complaint or refund the entire amount paid with termination of the contract. If, however, it determines that the complaint is not valid, i.e. if it rejects the complaint, it will notify the Buyer thereof within 14 days of receiving the complaint.
The Seller will accept the return of damaged, defective or incorrectly delivered goods at its own expense, if it is determined that the complaint is justified and that the Buyer did not influence the correctness, damage or any defect of the goods.
In the event of a justified complaint, the cost of replacement with a new product shall be borne in full by the Seller.
In the event that the Buyer decides to replace the correct product, the Seller will replace it if the product is undamaged, unused or its value has not been reduced in any other way. In that case, the Buyer shall bear the costs of returning and re-sending the goods.