Povrat i raskid ugovora
Povrat, reklamacije i raskid ugovora
Kupac ima pravo na jednostrani raskid ugovora sklopljenog na daljinu u roku od 14 dana od dana primitka pošiljke, bez navođenja razloga.
Tobylex.net posluje u skladu sa Zakonom o zaštiti potrošača Republike Hrvatske i važećim zakonima Europske unije.
1. Otkazivanje narudžbe
Narudžbu je moguće otkazati prije slanja pošiljke kontaktiranjem korisničke podrške putem e-mail adrese:
Ako pošiljka još nije predana dostavnoj službi, narudžba će biti otkazana bez dodatnih troškova.
2. Jednostrani raskid ugovora
Kupac ima pravo na jednostrani raskid ugovora u roku od 14 dana od dana preuzimanja pošiljke.
Kupac je dužan vratiti proizvod bez nepotrebnog odgađanja, a najkasnije u roku od 14 dana od dana kada je obavijestio prodavatelja o jednostranom raskidu ugovora.
Za ostvarivanje prava na raskid ugovora potrebno je:
- ispuniti obrazac za jednostrani raskid ugovora
- proizvod sigurno zapakirati
- dostaviti obrazac e-mailom ili poštom
- vratiti proizvod na adresu trgovca
Obrazac za jednostrani raskid ugovora moguće je preuzeti na sljedećoj poveznici:
Preuzmi obrazac za jednostrani raskid ugovora
Nakon zaprimanja zahtjeva korisnička podrška kontaktirat će kupca radi dogovora o povratu.
3. Online obrazac za povrat i reklamacije
Nakon što pošiljka bude označena kao dostavljena, kupac automatski prima e-mail s potvrdom dostave, zahvalom na kupnji te poveznicom na online obrazac za:
- jednostrani raskid ugovora
- povrat proizvoda
- zamjenu proizvoda
- prijavu reklamacije ili oštećenja proizvoda
Ispunjavanjem obrasca kupac može jednostavno poslati zahtjev bez dodatnog printanja dokumentacije, a sva komunikacija ostaje evidentirana radi brže i sigurnije obrade zahtjeva.
Radi sigurnosti i brže obrade zahtjeva preporučujemo korištenje službenog online obrasca koji kupac zaprima putem e-maila nakon dostave pošiljke.
4. Stanje vraćene robe
Kupac odgovara za svako umanjenje vrijednosti proizvoda nastalo rukovanjem koje nije bilo potrebno za utvrđivanje prirode, karakteristika i funkcionalnosti proizvoda.
Vraćeni proizvod treba biti:
- neoštećen koliko je to moguće
- kompletan
- zaštićen od oštećenja tijekom transporta
- po mogućnosti u originalnoj ambalaži
U slučaju vidljivih tragova korištenja, oštećenja, nepotpunog proizvoda ili nedostatka originalnih dijelova, povrat sredstava može biti umanjen razmjerno procijenjenom umanjenju vrijednosti proizvoda.
5. Proizvodi koje nije moguće vratiti
Sukladno Zakonu o zaštiti potrošača, pravo na jednostrani raskid ugovora ne odnosi se na:
- proizvode izrađene ili prilagođene prema zahtjevu kupca
- lako kvarljive proizvode
- otvorene proizvode koji zbog zdravstvenih ili higijenskih razloga nisu pogodni za povrat
- proizvode kojima je nakon otvaranja narušena originalna zaštita ili sigurnosno pakiranje
- digitalni sadržaj i proizvode isporučene elektroničkim putem kada je isporuka započela uz suglasnost kupca
Otvorene proizvode za prehranu životinja, dodatke prehrani, veterinarske proizvode i higijenske proizvode nije moguće vratiti nakon otvaranja ili korištenja, osim u slučaju opravdane reklamacije.
6. Povrat novca
Povrat sredstava izvršava se najkasnije u roku od 14 dana od dana zaprimanja vraćene robe ili dokaza o slanju robe natrag trgovcu.
Prodavatelj može odgoditi povrat sredstava do primitka vraćenog proizvoda.
Povrat sredstava izvršava se:
- na isti način na koji je uplata izvršena ili
- uplatom na račun kupca kod plaćanja pouzećem
Ako je narudžba plaćena pouzećem, kupac je dužan dostaviti IBAN računa na koji se može izvršiti povrat sredstava.
7. Trošak povrata proizvoda
Trošak povrata proizvoda kod jednostranog raskida ugovora snosi kupac, osim u slučaju:
- pogrešno isporučenog proizvoda
- oštećenog proizvoda
- neispravnog proizvoda
- opravdane reklamacije
8. Reklamacije i neispravni proizvodi
Ako kupac nakon preuzimanja utvrdi da proizvod ima oštećenje, nedostatak ili neispravnost koja nije nastala nepravilnim korištenjem, potrebno je kontaktirati korisničku podršku bez nepotrebnog odgađanja nakon uočavanja nedostatka.
Kupcu će, ovisno o slučaju, biti omogućeno:
- preuzimanje reklamiranog proizvoda
- zamjena proizvoda
- popravak proizvoda kada je primjenjivo
- povrat sredstava sukladno zakonskim propisima
Preporučuje se priložiti:
- broj narudžbe ili račun
- opis problema
- fotografije oštećenja ili nedostatka kada je primjenjivo
9. Oštećenja tijekom dostave
Ako paket pokazuje vidljiva vanjska oštećenja prilikom dostave, preporučuje se:
- fotografirati paket prije otvaranja
- prijaviti oštećenje dostavljaču
- kontaktirati korisničku podršku odmah nakon preuzimanja
Kupac može odbiti preuzeti pošiljku s vidljivim vanjskim oštećenjima.
10. Odbijanje preuzimanja pošiljke pouzećem
Kupac koji odabere plaćanje pouzećem obvezuje se preuzeti naručenu pošiljku.
Ako kupac:
- ne otkaže narudžbu na vrijeme
- ne kontaktira trgovca
- bez opravdanog razloga ne preuzme pošiljku
prodavatelj zadržava pravo obračuna stvarnih troškova nastalih povratom pošiljke.
Ti troškovi mogu uključivati:
- trošak dostave prema kupcu
- trošak povrata pošiljke
- trošak pakiranja i obrade narudžbe
- administrativne troškove povezane s povratom
11. Ograničenje plaćanja pouzećem
U slučaju opetovanog nepreuzimanja pošiljaka bez opravdanog razloga, Tobylex.net može kupcu privremeno onemogućiti korištenje opcije plaćanja pouzećem.
Opcija plaćanja pouzećem može ponovno biti omogućena nakon:
- podmirenja nastalih troškova ili
- dostave opravdanog obrazloženja
Odluka se donosi nakon pregleda dokumentacije i prethodne komunikacije s kupcem.
12. Opravdani razlozi za nepreuzimanje pošiljke
Kupac se može osloboditi odgovornosti za nepreuzimanje pošiljke u slučaju opravdanih okolnosti poput:
- bolesti ili hospitalizacije
- smrti u obitelji
- višestruko neuspjele dostave bez krivnje kupca
- tehničke pogreške u adresi
- vidljivog oštećenja pošiljke
- značajnog kašnjenja dostave
- više sile i izvanrednih okolnosti
13. Način slanja povrata
Preporučuje se:
- proizvod sigurno zapakirati
- zaštititi proizvod od oštećenja tijekom transporta
- sačuvati potvrdu o slanju pošiljke
Povratne pošiljke poslane pouzećem ne preuzimamo.
Prodavatelj ne odgovara za oštećenja nastala tijekom povrata robe od strane kupca.
14. Adresa za povrat proizvoda
Geopet location d.o.o.
Froudeova 34
10020 Zagreb
Hrvatska
15. Kontakt korisničke podrške
Za povrat, reklamaciju ili dodatne informacije kupac se može obratiti putem stranice za kontakt ili e-mail adrese korisničke podrške.
Više informacija i kontakt podatke možete pronaći na stranici:
Kontakt
Kupcima su na stranici za kontakt dostupne informacije o radnom vremenu korisničke podrške, kontakt telefonu i službenim e-mail adresama.
Zadnje ažuriranje: svibanj 2026.
Returns, Complaints and Contract Withdrawal
The customer has the right to unilaterally withdraw from a distance contract within 14 days from the date of receiving the shipment, without stating a reason.
Tobylex.net operates in accordance with the Consumer Protection Act of the Republic of Croatia and applicable European Union laws.
1. Order Cancellation
An order may be cancelled before the shipment is dispatched by contacting customer support via e-mail:
If the shipment has not yet been handed over to the delivery service, the order will be cancelled without additional costs.
2. Unilateral Contract Withdrawal
The customer has the right to unilaterally withdraw from the contract within 14 days from the date of receiving the shipment.
The customer is obliged to return the product without unnecessary delay and no later than 14 days from the day the seller was informed about the unilateral withdrawal from the contract.
To exercise the right of withdrawal, it is necessary to:
- complete the unilateral contract withdrawal form
- securely package the product
- send the form by e-mail or post
- return the product to the seller’s address
The unilateral contract withdrawal form can be downloaded using the following link:
Download the unilateral contract withdrawal form
After receiving the request, customer support will contact the customer regarding the return process.
3. Online Return and Complaint Form
After the shipment is marked as delivered, the customer automatically receives an e-mail containing delivery confirmation, a thank-you message, and a link to the online form for:
- unilateral contract withdrawal
- product return
- product exchange
- reporting complaints or product damage
By completing the form, the customer can easily submit a request without additional document printing, while all communication remains documented for faster and safer request processing.
For security and faster processing, we recommend using the official online form received via e-mail after delivery of the shipment.
4. Condition of Returned Goods
The customer is responsible for any reduction in the value of the product resulting from handling that was not necessary to determine the nature, characteristics, and functionality of the product.
The returned product should be:
- undamaged whenever possible
- complete
- protected from damage during transport
- preferably in its original packaging
In the event of visible signs of use, damage, incomplete products, or missing original parts, the refund amount may be reduced proportionally to the estimated reduction in product value.
5. Products That Cannot Be Returned
In accordance with the Consumer Protection Act, the right to unilateral withdrawal does not apply to:
- products made or customized according to the customer’s request
- perishable goods
- opened products that are unsuitable for return due to health or hygiene reasons
- products whose original protection or safety packaging has been compromised after opening
- digital content and electronically delivered products where delivery began with the customer’s consent
Opened animal food products, dietary supplements, veterinary products, and hygiene products cannot be returned after opening or use, except in the case of a justified complaint.
6. Refunds
Refunds are issued no later than 14 days from the date of receipt of the returned goods or proof that the goods have been sent back to the seller.
The seller may delay the refund until the returned product has been received.
Refunds are issued:
- using the same payment method used for the purchase or
- by bank transfer to the customer’s account in the case of cash-on-delivery payment
If the order was paid by cash on delivery, the customer is required to provide the IBAN account number for the refund.
7. Return Shipping Costs
The customer bears the cost of returning products in the case of unilateral contract withdrawal, except in cases of:
- incorrectly delivered products
- damaged products
- defective products
- justified complaints
8. Complaints and Defective Products
If the customer determines after delivery that the product has damage, defects, or malfunctions not caused by improper use, customer support should be contacted without unnecessary delay after discovering the defect.
Depending on the case, the customer may be offered:
- collection of the complained product
- product replacement
- product repair where applicable
- refund in accordance with applicable regulations
It is recommended to provide:
- order number or invoice
- description of the problem
- photos of the damage or defect where applicable
9. Damage During Delivery
If the package shows visible external damage upon delivery, it is recommended to:
- photograph the package before opening
- report the damage to the delivery person
- contact customer support immediately after receipt
The customer may refuse to accept a shipment with visible external damage.
10. Refusal to Accept Cash-on-Delivery Shipments
A customer who selects cash-on-delivery payment agrees to accept the ordered shipment.
If the customer:
- does not cancel the order on time
- does not contact the seller
- fails to collect the shipment without justified reason
the seller reserves the right to charge the actual costs incurred due to the return of the shipment.
These costs may include:
- delivery costs to the customer
- return shipping costs
- packaging and order processing costs
- administrative costs related to the return
11. Restriction of Cash-on-Delivery Payment
In the event of repeated refusal to accept shipments without justified reason, Tobylex.net may temporarily disable the customer’s option to use cash-on-delivery payment.
The cash-on-delivery option may be re-enabled after:
- payment of incurred costs or
- submission of a justified explanation
The decision is made after reviewing documentation and previous communication with the customer.
12. Justified Reasons for Failure to Accept a Shipment
The customer may be released from responsibility for failing to accept a shipment in justified circumstances such as:
- illness or hospitalization
- death in the family
- multiple failed delivery attempts not caused by the customer
- technical address errors
- visible shipment damage
- significant delivery delays
- force majeure and extraordinary circumstances
13. Return Shipping Method
It is recommended to:
- securely package the product
- protect the product from damage during transport
- keep proof of shipment dispatch
We do not accept return shipments sent with cash-on-delivery payment.
The seller is not responsible for damage occurring during the customer’s return shipment process.
14. Return Address
Geopet location d.o.o.
Froudeova 34
10020 Zagreb
Croatia
15. Customer Support Contact
For returns, complaints, or additional information, customers may contact us via the contact page or customer support e-mail address.
More information and contact details can be found on the page:
Contact
Information regarding customer support working hours, contact telephone number, and official e-mail addresses is available on the contact page.
Last updated: May 2026.