If the buyer is dissatisfied with a purchased product or service for any reason, they may submit a complaint to the following email address: info@bonaza.eu. Alternatively, they may do so in writing to the address: Bonaza Beauty d.o.o., Preradovićeva ulica 42, Zagreb. We will promptly confirm receipt of the complaint in writing, and a response will be provided within 15 days. Therefore, the written complaint should include at least the buyer's name, surname, and address.

The buyer has the right to return goods in the following cases:

• Delivery of items not ordered
• Delivery of items past their expiration date
• Delivery of items with defects or damage

In case of a justified complaint, the buyer is entitled to a contract termination with a refund or an exchange for a correct, undamaged, and valid product.

Bonaza Beauty d.o.o. will accept the return of damaged, faulty, or incorrectly delivered goods at its own expense if it is determined that the complaint is justified and that the buyer has not influenced the condition, damage, or defect of the goods. In case of a justified complaint, Bonaza Beauty d.o.o. bears the full cost of replacing the product with a new one.

Right to Unilateral Termination of the Contract

The buyer has the right to unilaterally terminate a contract concluded outside the business premises or a distance contract within 14 days without stating a reason. The period begins on the day the buyer or a third party designated by the buyer, who is not the carrier, takes possession of the goods. If, with a single order, the buyer ordered multiple items to be delivered separately, or if the items are delivered in multiple parts or shipments, the period begins on the day the buyer or a third party designated by the buyer, who is not the carrier, takes possession of the last item or last shipment.

Before the expiration of the period for unilateral contract termination, the buyer must notify the seller of their decision to terminate the contract via a termination form or any other unambiguous statement expressing their intent to terminate the contract. Termination notices must be sent by the buyer before the period for contract termination expires.

If the buyer exercises their right to unilateral termination, neither party is obliged to fulfill their obligations under the contract concluded outside business premises or the distance contract. In the event of termination, each party is obligated to return to the other what was received under the contract.

The buyer is not required to compensate for any costs resulting from exercising their right to unilateral contract termination, except those specified in Articles 76 and 77 of the Consumer Protection Act. If the buyer exercises their right to unilateral termination, the seller must, without delay and no later than 14 days from receiving notice of the buyer's decision to terminate the contract, refund the buyer everything paid under the contract.

Exceptionally, the seller is not obliged to refund additional costs resulting from the buyer's explicit choice of a delivery method other than the cheapest standard delivery option offered by the seller. Unless the seller offered to collect the returned goods themselves, the seller must issue the refund only after receiving the goods back or after the buyer provides proof of sending the goods back, if the seller has been notified prior to receipt of the goods.

The seller must issue the refund using the same payment method as the buyer unless the buyer expressly agrees to a different payment method, assuming the buyer incurs no additional costs for the refund. In the case of cash-on-delivery payments, the seller will refund the price paid for the returned product by transfer to the IBAN bank account number provided by the buyer.

Unless the seller offered to collect the returned goods themselves, the buyer must return the goods without delay, no later than 14 days from the date they notified the seller of their decision to terminate the contract. The buyer is considered to have fulfilled their obligation on time if they send or deliver the goods to the seller or a person authorized by the seller to receive the goods before the period expires.

The buyer is responsible for only the direct costs of returning the goods, unless the seller agreed to bear these costs or failed to inform the buyer that they are responsible for bearing these costs.

For contracts concluded outside business premises, if the goods were delivered to the buyer’s residence at the time of contract conclusion, the seller must retrieve the goods at their own expense if the goods cannot be returned by ordinary mail due to their nature.

The buyer is responsible for any decrease in the value of the goods resulting from handling that goes beyond what was necessary to establish the nature, characteristics, and functionality of the goods.

The buyer is not entitled to unilateral termination if the contract pertains to perishable goods or items with a short expiration period, or if the contract pertains to sealed goods unsuitable for return due to health or hygiene reasons if unsealed after delivery. Additionally, the buyer cannot unilaterally terminate a service contract if the seller has fully performed the service with the buyer's prior express consent and acknowledgment that the right to unilateral termination is lost once the service is fully performed.

You can download the unilateral termination form via the provided link.