Complaints and Returns
We Are Here for You!
If you are dissatisfied with our service, would like to make a complaint, give us a suggestion, or simply share your feedback regarding the www.penisal.com portal, please contact us by phone at +385 91 633 23 70 or by email at contact (@) penisal.com.
1. Instructions for Unilateral Withdrawal from a Distance or Off-Premises Contract
1. You may unilaterally withdraw from the contract within 14 days without giving any reason.
2. To exercise your right of withdrawal, you must inform us of your decision before the expiry of the withdrawal period by means of an unequivocal statement sent by post or email. The statement should include your first and last name, address, telephone number, or email address.
3. The withdrawal period is 14 days from the day on which you, or a third party designated by you who is not the carrier, takes physical possession of the goods covered by the contract.
4. If you withdraw from this contract, we will refund the payments received from you, excluding delivery costs, without undue delay and no later than 14 days from the day on which we receive notification of your decision to withdraw from the contract, unless you selected a delivery method other than the least expensive standard delivery method offered by us.
The refund will be made using the same payment method that you used for the original transaction.
If you agree to another method of reimbursement, you will not incur any additional costs as a result of the refund.
We may withhold the refund until the goods have been returned to us or until you provide proof that you have sent the goods back.
4.1. You will be considered to have fulfilled your obligation on time if you send or hand over the goods to us, or to a person authorized by us to receive the goods, before the expiry of the applicable return period.
You are responsible for the direct cost of returning the goods.
5. You are responsible for any reduction in the value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functionality of the goods.
2. Liability for Material Defects
1. In the event of serious damage to the shipment during transport or a visible defect in the product at the time of delivery, the Buyer is not required to accept the delivered product.
The Buyer may refuse delivery and will not bear the delivery cost of such a product.
Products that have been properly accepted by the Buyer are considered not to have had any visible defects at the time of delivery.
The Buyer has the right to submit a complaint regarding material defects within the time limits and for the reasons prescribed by the Croatian Obligations Act.
A written complaint or claim may be submitted by email to: contact (@) penisal.com.
To help us identify and process the relevant order as quickly as possible, please include:
- your first and last name
- order number or invoice number
Examples of valid reasons for a complaint may include:
- delivery of goods that were not ordered
- delivery of goods that have passed their expiry date
- delivery of goods with defects or damage not caused during transport
2. If a product has a hidden defect — a defect that could not have been discovered through a normal inspection at the time of delivery — the Buyer may be entitled to withdraw from the contract and receive a refund, request a replacement product, request correction of the defect, or request a price reduction, in accordance with applicable law.
3. The Seller will consider a complaint valid if inspection of the product confirms that the conditions for a complaint are met under the Croatian Obligations Act and the Consumer Protection Act.
In such a case, within 15 days of receiving a valid complaint, the Seller will replace the product or refund the full amount paid following termination of the contract.
If the complaint is rejected, the Buyer will be informed within 15 days of receipt of the complaint.
4. The Seller will accept the return of damaged, defective, or incorrectly delivered goods at its own expense if it is established that the complaint is justified and that the Buyer did not cause the defect.
3. Alternative Dispute Resolution
Consumers may seek assistance with resolving disputes through available alternative dispute resolution (ADR) mechanisms in accordance with applicable European Union and Croatian consumer protection rules.
The former European Online Dispute Resolution (ODR) Platform was discontinued on 20 July 2025.
Information about recognized consumer dispute resolution bodies in the European Union is available through the European Commission’s Consumer Redress resources.