Withdrawal from the Sales Contract
You have the right to withdraw from the purchase agreement, without stating any reason, within 14 days from the day you receive the goods, or after placing the order if you change your mind before the goods have been shipped.
To exercise your right of unilateral contract termination, you must submit a correctly completed Withdrawal Form before the expiry of the stated period. The form should be sent to the following email address: webshop@balidoo.com.
You can download the withdrawal form for distance contracts via the link https://shop.agmedia.rocks/forma-za-povrat-i-reklamacije provided. It can be completed electronically or printed and filled out manually.
In the event of contract withdrawal, each party is obliged to return what they have received under the agreement. In accordance with Article 72 of the Consumer Protection Act, you must return the goods to the address: Bali d.o.o., Hrupine 19, HR-40323 Prelog, Croatia (online store). Return shipping costs are borne by the customer.
NOTE: Exceptions to the right of withdrawal
In accordance with Article 79 of the Consumer Protection Act, the consumer does not have the right to unilateral contract termination for sealed goods that are not suitable for return due to health protection or hygiene reasons if unsealed after delivery. This includes items from the Balidoo collection of children's, women's, and men's underwear and undershirts. Returns are only possible if the product is in its original, unopened, and undamaged packaging.
Note: Exchanges of ordered goods are handled in the same way as returns, and the customer must place a new order for the desired item.
Return shipping costs are borne by the customer.
A prerequisite for exercising the right of unilateral contract termination is that the goods have not been used and are in their original packaging, including original labels. If the product has been used (resulting in a reduction in value), upon receipt of the returned item we will assess its condition based on visible signs of use and accordingly determine the percentage of refund in line with our depreciation table. In such cases, we will contact you to find the most suitable mutual solution.
No later than 14 days from the day we receive your notice of contract withdrawal, and provided that you have fulfilled your obligation to return the goods, we will refund your payment using the same payment method used for the original transaction.
Unfortunately, we are unable to refund additional costs resulting from your explicit choice of delivery method, nor any other costs related to the return process. Shipments sent cash on delivery will not be accepted.
Claims for defective goods
In very rare cases where you receive a defective product, you have the right to file a complaint or claim within the legal timeframe in accordance with the Consumer Protection Act.
Pursuant to Article 10 of the Consumer Protection Act, you may submit your complaint via email at webshop@balidoo.com or by post to: Bali d.o.o., Hrupine 19, HR-40323 Prelog, Croatia. We will respond to all complaints as soon as possible, and no later than 15 days from the date of receipt, and we will resolve your claim in the most favorable manner possible.
In the case of a defective product claim, once the complaint is received, and in agreement with you, a courier service will be arranged to collect the package from your address and return it to us.
A claim will be considered valid if, upon inspection of the product and, if necessary, additional expert evaluation, it is determined to meet the conditions for a complaint in accordance with the Obligations Act and the Consumer Protection Act.
If the claim is found to be valid, we will, at our expense, replace the product with an identical one without defects or refund the full amount paid for the product, including delivery costs.
If the claim is not found to be valid, i.e. if the complaint is rejected, the customer who submitted the claim will bear the cost of reshipping the purchased product back to their address.
Online Consumer Dispute Resolution
In accordance with European Union regulations, the balidoo.hr online store participates in consumer dispute resolution for products and services purchased online, which customers may submit via an online platform.
Regulation (EU) No. 524/2013 on Online Dispute Resolution for Consumer Disputes (ODR platform) has been applicable since 9 January 2016.
Pursuant to Article 14(1) of this Regulation, traders established within the European Union who engage in online sales contracts are required to provide, in an easily accessible place on their website, an electronic link to the Online Dispute Resolution (ODR) platform.
Below you can find the link to the Online Dispute Resolution platform. Note: The European Online Dispute Resolution platform will be discontinued on 20 July 2025 following the adoption of Regulation (EU) 2024/3228 (EUR-Lex). More information is available on the official European Union website.