Consumers have the right to withdraw from a contract concluded online within 14 days, without giving any reason.

For the purchase of goods, the 14-day withdrawal period begins on the day the consumer, or a third party designated by the consumer other than the carrier, takes physical possession of the goods.

If several products from the same order are delivered separately, the withdrawal period begins on the day the consumer receives the final product or shipment.

Before the 14-day withdrawal period expires, the consumer must notify Fikus of their decision to withdraw from the contract.

The withdrawal notice may be submitted:

• through the “WITHDRAW FROM CONTRACT” function available on the website
• by sending an unequivocal statement to [info@fikus.site]
• by sending the completed model withdrawal form by post to the seller’s address provided at the end of this Policy

The consumer is not required to provide a reason for withdrawing from the contract.

The request should contain:

• the consumer’s full name
• email address
• order number
• name of the product being returned
• date on which the product was received

If the consumer submits the withdrawal request through the online function, Fikus will send an electronic confirmation without delay. The confirmation will contain the content of the request and the date and time on which it was submitted.

After notifying us of the decision to withdraw from the contract, the consumer must return the product without undue delay and no later than 14 days after sending the withdrawal notice.

The deadline is met if the product is sent before the 14-day period expires.

Before returning a product, the consumer must contact Fikus to obtain the correct return address and return instructions.

Please do not send a product without first receiving return instructions. Sending a product to an address not specified by Fikus may result in the shipment being refused and may delay the refund process.

The consumer may inspect and handle a product only to the extent necessary to establish its nature, characteristics and functioning, in the same way as would reasonably be permitted in a physical store.

The consumer is responsible for any diminished value of the product resulting from handling beyond what was necessary for such an inspection.

Where reasonably possible, the product should be returned:

• with all accompanying parts and accessories
• with the original labels and tags attached
• in its original packaging or other suitable protective packaging
• without signs of unnecessary use, washing, damage, stains or alteration

The absence of the original packaging does not automatically remove the consumer’s statutory right of withdrawal. However, the consumer must package the product appropriately for transport and may be responsible for any diminished value caused by inadequate packaging.

f the consumer returns a product that is not defective because they have changed their mind or are exercising the statutory right of withdrawal without giving a reason, the consumer bears the direct cost of returning the product.

The cost of return shipping depends on the product’s size and weight, the selected carrier and the return destination.

If Fikus arranges the return shipment or provides a return shipping label, the consumer will be informed of the cost before the return is arranged. That cost may be deducted from the refund only with the consumer’s consent.

For bulky products that, by their nature, cannot normally be returned by post, the return cost or a reasonable estimate of that cost will be provided on the product page or otherwise clearly communicated before the purchase is completed.

If the consumer validly withdraws from the contract, Fikus will refund all payments received under the withdrawn contract, including the cost of the least expensive standard delivery method offered for the order.

Fikus is not required to refund additional delivery costs resulting from the consumer’s choice of a more expensive delivery method than the least expensive standard delivery option offered.

The refund will be made without undue delay and no later than 14 days after we receive the consumer’s withdrawal notice.

Fikus may withhold the refund until:

• the returned product has been received; or
• the consumer provides evidence that the product has been sent,

whichever occurs first.

The refund will be made using the same payment method used for the original purchase, unless the consumer expressly agrees to another method. The consumer will not be charged any additional fee for receiving the refund.

The time required for the refunded amount to appear in the consumer’s account may depend on the bank or payment service provider.

The right of withdrawal does not apply in cases prescribed by law, including:

• products made according to the consumer’s individual specifications or clearly personalised for the consumer
• sealed products that are not suitable for return for health protection or hygiene reasons if they have been unsealed after delivery
• products that are liable to deteriorate or expire rapidly
• products that, due to their nature, become inseparably mixed with other items after delivery
• other cases in which the right of withdrawal is excluded by mandatory law

The fact that a product is described as “made to order” does not, by itself, exclude the right of withdrawal. The exception applies only when the product has been made according to the consumer’s individual choices or specifications or has been clearly personalised.

If a statutory exception applies to a particular product, this information will be clearly communicated before the purchase is completed.

Consumers should inspect products after delivery and contact us as soon as reasonably possible if a product:

• arrives damaged
• is not the product that was ordered
• is missing any listed parts or accessories
• does not function as described
• does not correspond to its description or displayed characteristics
• is otherwise not in conformity with the contract

The report should include the order number, a description of the issue and, where possible, photographs or videos showing the product, damage and packaging.

If a product is damaged, incorrectly delivered, defective or otherwise not in conformity with the contract, the consumer will not bear the reasonable cost of returning it.

Depending on the circumstances and the applicable legal requirements, the consumer may be entitled to:

• repair of the product
• replacement of the product
• a proportionate reduction in price
• termination of the contract and a refund

The consumer’s statutory rights relating to defects or lack of conformity are separate from the 14-day right of withdrawal and cannot be limited by this Policy or by a commercial guarantee.

Direct product exchanges are generally not offered.

If the consumer would like a different product, size, colour or variation, the original product will be processed as a return and the desired product must be purchased through a new order.

The new order is subject to current product availability and the price applicable at the time the new order is placed.

If the consumer wishes to cancel an order before it has been dispatched, they should contact us as soon as possible at info@fikus.site.

We will attempt to stop the order before processing or dispatch begins. However, cancellation cannot be guaranteed once the order is already being processed.

This does not affect the consumer’s statutory right to withdraw from the contract after receiving the product.

Consumers may submit a written complaint:

• by email to info@fikus.site
• by post to the seller’s address provided at the end of this Policy

The complaint should preferably include the consumer’s full name, address for receiving a response, order number and a description of the reason for the complaint.

Fikus will respond to the written complaint in writing no later than 15 days after receiving it, clearly stating whether the complaint is considered justified.

Records of written complaints will be retained on a durable medium for at least one year from the date on which the complaint was received.

Consumers may use the following form, although its use is not mandatory:

To:

Fikus / Couturierista, obrt za trgovinu i digitalne usluge
Email: info@fikus.site

I hereby give notice that I withdraw from the contract for the purchase of the following product or products:

Product name:
Order number:
Order date:
Date on which the product was received:
Consumer’s full name:
Consumer’s address:
Consumer’s email address:
Date:

Consumer’s signature, only if this form is submitted in paper form:

The Fikus online store is operated by:

Couturierista, obrt za trgovinu i digitalne usluge, vl. Fides Ravlić
Registered office: Sroki, Gornji Sroki 66, Republic of Croatia
Website: www.fikus.site
Email: info@fikus.site

The registered office address is not a general return address. Before returning a product, the consumer must contact Fikus to obtain the correct return address and instructions for the specific product.