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Liability for material defects / Complaint

The seller is responsible for material defects of the items he sells on his website in accordance with the positive regulations of the Republic of Croatia, especially the Civil Obligations Act.

The ordered products are packaged in such a way that they are not damaged by the usual handling in transport / delivery.

In the event that the shipment is damaged in transit, such damage is visible when picking up the shipment, in which case we suggest that the shipment is not picked up by the Buyer. We ask customers 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 correctness of the order depends on the buyer, and the buyer is obliged to compare the received items with the invoice, if something is missing, he is obliged to immediately send a written complaint / complaint because subsequent complaints will not be considered.

In the event of a visible lack of product when picking up the shipment, the Buyer is not obliged to pick up the delivered product, may refuse receipt, and does not bear the cost of delivery of such product.

It is considered that the products that were duly received by the Buyer did not have a visible defect.

The buyer has the right to complain in relation to material defects within the deadlines and for reasons prescribed by the provisions of the Law on Obligatory Deadlines. The buyer can send a written complaint or complaint to the e-mail with the indication Complaint.

In order to determine as soon as possible the specific order to which the Customer has a complaint, the Customer is asked to state the order number, account number or username in the complaint.

The buyer has the right to a justified complaint and to return the goods in the following cases:

-delivery of goods not ordered

-delivery of expired goods

-delivery of goods that have a defect or damage that did not occur during transport

If the product has a hidden defect (the defect that could not be detected by the usual inspection when taking over the goods) which the Buyer determines after opening the product - the Buyer has the right to unilateral termination of the contract and refund, and replacement of the product.


The seller will otherwise consider the complaint valid if the product inspection determines that it meets the conditions for a complaint in accordance with the Civil Obligations Act and the Consumer Protection Act. In that case, they will replace the product or return the entire amount paid within 15 days of receiving a valid complaint, with the termination of the contract. If, on the other hand, it finds that the complaint is not valid, i.e. if it rejects the complaint, it will notify the Buyer within 15 days from the date of receipt of the complaint, and return the goods at the expense of the Buyer.

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 has not affected the correctness, damage or any defect of the goods.

In the event of a justified complaint, the cost of replacement with a new product is borne entirely by the Seller.

Online dispute resolution

By a special regulation of the European Union, from 15 February 2016, throughout the EU, disputes related to online shopping can be resolved through a platform that you can access  here .

This means that if you encounter a problem during an online purchase within the EU (defective product, inability to replace the product, etc.) you can submit your complaint at the link above.


The platform can be used by both consumers and traders, and complaints can be lodged in any of the 23 official EU languages.

Contract duration

The contract concluded by the Buyer with the Seller is a one-time contract for the distance sale of products which is consumed by the delivery of goods and payment made by the Buyer, in case it is not terminated. 


These Terms of Purchase (Pre-Contract Notices) are an integral part of the contract.

The Main Features of the Goods

Main features of the goods: the products are shown descriptively and in photographs.

Photographs of products are illustrative in nature, and do not always correspond in all details to the products that are the subject of the order. The seller especially emphasizes that the visual identity of the product shown in the photo does not have to match the appearance of the product in reality, especially considering the monitor settings on the customer's computer, differences in color perception as seen by the customer on the screen, etc. In the case of the above discrepancy and the delivered product is not a product defect.

Product data (product description, price, etc.) displayed on our Website are subject to bugs, i.e. irregularities in the operation of the application, other technical irregularities, typographical errors, etc. In case of obvious errors or inaccuracies in the data about the products displayed on our Website the seller reserves the right to terminate the contract unilaterally.

The subject of the order can only be products for which the order states that they are available and available. Due to the large number of orders placed at the same time on, it may happen that the information on product availability is not identical to the situation in the warehouse.

If the ordered product is not available in stock, the Seller will inform the Buyer that the product is currently not available, the period in which the product is available, and also offer the possibility of buying an alternative product from which is available for delivery and which is closest in its characteristics to a product that cannot be delivered.

Products Price

The prices displayed on our Website are expressed in EUR. The cost of VAT is included in the price of the product. The prices of the products do not include delivery costs for the reason that they are paid separately, all in accordance with the conditions and in the manner indicated in these Terms of Purchase (Pre-contractual notices).

Before confirming the order, the price of the product, which includes VAT, the delivery price if it is chargeable, and the final price are stated separately so that the Buyer has an insight into the final price he pays for the ordered purchase service.

In case of payment by e-banking and general payment slip, the costs of payment and / or interbank transaction are not included in the price.

Payment Methods

- Credit / Debit Cards

- Offline Payments

Security of Online Payments

While conducting payments on our web shop you are using CorvusPay – an advanced system for secure acceptance of credit cards on the Internet.
CorvusPay ensures complete privacy of your credit card data from the moment you type them into the CorvusPay payment form. Data required for billing is forwarded encrypted from your web browser to the bank that issued your payment card. Our store never comes into contact with your sensitive payment card data. Similarly, CorvusPay operators cannot access your complete cardholder data. An isolated system core independently transmits and manages sensitive data while at the same time keeping it completely safe.
The form for entering payment data is secured by an SSL transmission cipher of the greatest reliability. All stored data is additionally protected by hi-grade encryption, using hardware devices certified by FIPS 140 2 Level 3 standard. CorvusPay fulfills all of the requirements for safe online payment prescribed by the leading credit card brands, operating in compliance to the PCI DSS Level 1 standard - the highest security standard of the payment card industry. Payments made by cards enrolled with the 3-D Secure program are further authenticated by the issuing bank, confirming your identity through the use of a token or a password.
All information collected by Corvus Info is considered a banking secret and treated accordingly. The information is used exclusively for the purposes for which they were intended. Your sensitive data is fully
secure and it’s privacy is guaranteed by the state of the art safeguard mechanisms. We collect only the data necessary for performing the work in accordance with the demanding prescribed procedures for online payment.
Security controls and operating procedures applied within the CorvusPay infrastructure not only ensure current reliability of CorvusPay but permanently maintain and enhance the security levels of protecting your credit card information by maintaining strict access controls, regular security and in-depth system checks for preventing network vulnerabilities.
Thank you for using CorvusPay!

Conversion statement:

All payments will be effected in Euro.

Shipping Costs

Delivery price within Croatia is 5.00 EUR. The price includes VAT.

Note: the stated delivery prices and benefits related to them are valid only for deliveries for the territory of Croatia.

Delivery price within EU is 10.00 EUR. The price includes VAT.

In case of impossibility of proper delivery to the address of the Buyer indicated by him, the Buyer shall bear the costs of re-delivery to the same or another address, depending on what information the Buyer will provide to the Seller when checking the delivery of the order.

The shipping is free on all orders above €60.

Terms and conditions of payment, terms of delivery of goods, time of delivery of goods

Products are ordered by selecting, using the menu and filling out the electronic form. The customer can order and purchase the product as a registered or unregistered user. The product is considered ordered when the customer goes through the entire ordering process.

If the buyer does not receive notification that the contract was concluded after the completion of the ordering process, it is suggested to check:

- If the message in the Spam folder

- If the mailbox is full

In the event that payment is not made within the specified period, the Seller will act on the subsequent payment outside the deadline by delivery of purchased products, and if he cannot make delivery for justified reasons, the contract will be unilaterally terminated and refunded.

If the payment is duly made and visible on the Seller's account, the Seller will proceed with the delivery of the ordered products. The invoice for the order is delivered in the shipment together with the goods.

Terms of delivery

The ordered products are delivered to the entire territory of the Republic of Croatia. Delivery is done through GLS courier service or by Hrvatska pošta. Delivery will follow no later than 48 hours from the received order in the working week, or up to 72 hours in the case of weekends and holidays.

If it is impossible to deliver the selected product because the product is no longer in 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 subsequent delivery deadline. All ordered items will endeavor to be delivered in one package. If this is not possible due to the stock, the Seller reserves the right to deliver in several shipments.

Delivery is performed in accordance with the conditions of use of the delivery service, and is considered completed at the time of delivery of the product to the delivery service.

When the Seller delivers the product to the Buyer through the delivery service, the Buyer is obliged to pick it up by signing the delivery note, which confirms that the product has been properly delivered.

In the event that the Buyer orders the goods and refuses to receive them, the Seller has the right to deduct from the amount of the purchase price paid the amount of delivery costs and other manipulative costs from the delivery price list.

Delivery deadlines do not include:

-the day of receipt of the order / request

- Delay time due to incorrect and incomplete address of the Buyer

-time of delay due to force majeure or other reasons for which the Seller is not at fault

- non-working days if they represent the beginning or the end of the deadline

In the event that the ordered product is paid by cash on delivery, the Seller will proceed with the delivery of goods according to the above deadlines running from the order confirmation, and the Buyer is obliged to make payment during or before the immediate collection of the product.

We ship to all continental locations within European Union.

Unilateral termination of the contract

Only the Buyer who has entered into the Distance Contract in the manner described above has the right, without stating the reasons, to unilaterally terminate the contract within 14 days. The period of 14 days begins to run from the day when the goods that are the subject of the contract are handed over to the Buyer or a third party designated by the Buyer, who is not the carrier / supplier. If the Buyer has ordered several pieces of goods to be delivered separately with one order, or if the goods are delivered in several pieces or more shipments, the deadline starts from the day when the last piece or the last shipment of goods is handed over.

If the Seller does not notify the Buyer of this right, the Buyer's right to unilateral termination of the contract terminates within 12 months from the expiration of the termination period (12 months begins after the expiration of 14 days provided for regular termination in case of proper notice). If, on the other hand, the notice of the right to unilateral termination is submitted within 12 months, the right to unilateral termination terminates after the expiration of 14 days from the day when the Buyer receives that notice.

Before the expiration of the deadline for unilateral termination, the Buyer is obliged to inform the Seller about his decision to terminate the contract and sent to Acknowledgment of receipt of notice of unilateral termination of the contract, the Seller will provide, without delay, by e-mail.

The seller can also be notified via the contact form for unilateral termination of the contract. After completing and submitting the form, you will receive a confirmation of receipt of the application by e-mail to the e-mail address you provided when filling out the contact form for unilateral termination of the contract.

If you unilaterally terminate this Agreement, we will refund the money we received from you, without delay, and no later than 14 days from the date we received your decision to unilaterally terminate the Agreement. The costs of returning the goods are borne by the Buyer. The refund will be made to the bank account number specified by the customer in the contract. We can refund only after the goods are returned to us or after you provide us with proof that you have sent the goods back to us. You are obliged to return the goods to us immediately, and no later than within 14 days from the day when you sent us your decision on unilateral termination. Return the goods by mail in a demonstrable manner to the address Medisra Group d.o.o., 10000 Zagreb, Pantovčak 249. It is considered that you have fulfilled your obligation on time if before the expiration of the above deadline you send in a demonstrable manner (registered with the shipment) the goods in person to us in our warehouse. You are responsible for any impairment of the goods resulting from the handling of the goods, other than that which was necessary to determine the nature, characteristics and functionality of the goods. If the product is returned open from the packaging, defective, with major damage or without parts and documentation, and if they are not delivered within a later period of 8 days, it is considered that the Buyer has not fulfilled its obligation to return the goods.

The buyer is not entitled to unilateral termination of the contract if:

-the Seller has fully fulfilled the service contract, and the fulfillment began with the explicit prior consent of the Buyer, and with his confirmation that he is aware of the fact that he will lose the right to unilateral termination of the contract from this section if the service is fully fulfilled;

-the subject of the contract for goods or services whose price depends on changes in the financial market that are beyond the influence of the Seller, and which may occur during the term of the Buyer's right to unilateral termination of the contract;

-the subject of the contract is goods that are made according to the Buyer's specification or that are clearly adapted to the Buyer;

-the subject of the contract is perishable goods or goods which are rapidly expiring;

-the subject of the contract is sealed goods which, due to health or hygiene reasons, are not suitable for return, if they were unsealed after delivery;

-the subject of the contract is goods which, by reason of their nature, are inseparably mixed with other things after delivery;

-the subject of the contract is the delivery of alcoholic beverages whose price was agreed at the time of concluding the contract, and delivery may follow only after 30 days, if the price is dependent on changes in the market that are beyond the influence of the trader;

-the subject of the contract is the delivery of digital content that is not delivered on physical media if the fulfillment of the contract began with the explicit prior consent of the Buyer and with his confirmation that he is aware of the fact that he will lose the right to unilateral termination;

In General

The website  is owned by the company Medisra Group d.o.o, 10000 Zagreb, Pantovčak 249, OIB: 72708891467. Person authorized to represent: Julia Doubovoi - Director

All materials on our Website - are the exclusive intellectual property of Medisra Group d.o.o., and may only be used with the express permission of the copyright holder. Medisra Group d.o.o. enables the use of services and content of the website  as regulated by these Terms of Purchase (Pre-contractual notices).

These Terms of Purchase (Pre-Contractual Notices) are part of the Seller's obligation under the provisions of the Consumer Protection Act, and serve to ensure that the Buyer is clearly and understandably informed of a number of circumstances relevant to the conclusion, execution, termination of the contract. in accordance with the law.

The term Seller therefore refers to the company Medisra Group d.o.o., 10000 Zagreb, Pantovčak 249, OIB: 72708891467, MBS: 081109119, E: , W:

The term Buyer primarily refers to the classic consumer protected by the Consumer Protection Act, i.e. a natural person who orders and pays for any product outside of any activity through web store services present on the Seller's website, but also to tradesmen, sole traders and natural persons who perform business activities, and who are protected by the provisions of the Consumer Protection Act only if they purchase products unrelated to their business activities, and to all other customers.

The seller acts on his own behalf by selling via our Website.

Terms of purchase (Pre-contractual notices) form part of the contract concluded at a distance together with the specifications and price(s) of the purchased product(s), and before confirming the order to purchase a particular product, the Buyer will be asked to accept / declare that he is familiar with them. while after confirming the order (concluding the contract) the Buyer will receive an email with a confirmation of the order confirming that the contract has been concluded. The Seller reserves the right to change the conditions at any time, provided that these changes take effect after publication on this website.

When the Buyer confirms and executes the order, the contract is concluded, and the Seller will immediately notify the fact of concluding the contract by e-mail that the order has been received, which means that the contract is concluded.

For a valid contract, it is necessary that the Buyer is a person who has full business capacity.

The buyer is responsible for the completeness and truthfulness of the data entered during registration.

Terms of purchase (Pre-contractual notices) are divided into the categories / information classified below.

Access to our Website may sometimes be unavailable due to works, maintenance or introduction of new content and in cases of unforeseen circumstances beyond the control of the Seller, which the Seller will try to eliminate as soon as possible

Terms & Conditions

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