Refund policy

Returns and complaints

Herbie d.o.o. | Glavna 109, 31303 Podolje | OIB: 28646355258
Email: herbiehrvatska@gmail.com | Web: www.beherbie.com

1. Right to withdraw from the contract—14 days, without giving a reason

A Customer who is a consumer (a natural person purchasing for personal needs) has the statutory right to withdraw from the contract within  14 days of receiving the product, without giving a reason.

The period begins on the day the Customer or a third party authorized by the Customer (other than the carrier) physically takes possession of the product. If multiple products that are delivered separately are ordered in a single order, the period begins on the day the last product is received.

2. How to exercise the right of withdrawal

The Customer may withdraw from the contract in one of the following ways:

2.1 "Withdraw from the contract" button — the fastest method. The button is available at the bottom of the page. Logging into a user account is not required. The process is completed in two steps: entering the order details and confirming the withdrawal.

2.2 Email — by sending a message to  herbiehrvatska@gmail.com stating the intention to withdraw, the order number, and the purchase date. The Customer may use the Contract Withdrawal Form at the bottom of this page, but this is not mandatory.

2.3 Post — by sending a written statement to: Herbie d.o.o., Glavna 109, 31303 Podolje, Croatia.

The decisive date is the date the withdrawal statement is sent, not the date it is received. The Seller will promptly confirm receipt of the withdrawal statement by email.

3. When the right of withdrawal does NOT apply

Opened packaging of herbal products:

Herbal blends, industrial hemp flowers, and other aromatic herbal products are delivered in  sealed packaging (a heat-sealed bag or protective seal). The heat-sealed bag is also the product’s original packaging.  By removing the seal or opening the heat-sealed bag, the Customer loses the right to withdraw from the contract for hygiene reasons in accordance with Article 79, paragraph 2, point 5 of the Consumer Protection Act. After opening, the plant material comes into contact with the environment and cannot be resold.

While the bag remains sealed, the Customer may inspect the product externally, read the label, and feel the packaging—but may not open it. Opening the packaging terminates the right to return.

The right of withdrawal also does not apply to: (i) products made according to the Buyer’s specifications or customized to their personal needs, (ii) goods that deteriorate quickly or whose expiration date is approaching.

An unopened product = full right to a refund. If the packaging is unopened and the seal is undamaged, the Buyer has the full right to withdraw from the contract unilaterally within 14 days without stating a reason.

4. Condition of the product upon return

Plant products in sealed packaging: the bag must be unopened, with an undamaged seam or seal. An undamaged sealed bag automatically means that the product is in its original packaging, unused, and undamaged.

Accessories and other products: the product must be unused and undamaged and, if possible, in its original packaging with all accompanying documentation. The Buyer is liable for any decrease in the product’s value only if they handled it more than was necessary to establish its nature, characteristics, and functionality.

5. Product return address

The Buyer sends the package to:

Herbie d.o.o.
Glavna 109
31303 Podolje
Croatia

Shipping deadline: no later than  14 days from the date the contract withdrawal statement is sent. The deadline is considered met if the shipment is handed over to the delivery service within the stated period.

6. Return costs

The Buyer bears all direct costs of returning the goods (postage for sending the package back to the Seller). By exception, the Seller bears the return costs in the event of a justified complaint (incorrectly delivered or defective product).

7. Refunds

Withdrawal from the contract for the entire order: The Seller refunds the Buyer the full amount paid, including standard delivery costs.

Partial withdrawal (the Buyer returns only part of the order): The Seller refunds the amount for the returned products, but delivery costs are not refunded because the delivery service was used for the products that the Buyer retains.

The refund will be made within  14 days of receipt of the withdrawal statement. The Seller has the right to postpone the refund until receiving the returned goods or until the Buyer provides proof that the goods have been sent back—whichever occurs first.

The refund will be made using the  same payment method that the Buyer used to make the payment, at no additional cost to the Buyer. If the Buyer expressly agrees to another refund method (e.g., to an IBAN instead of a card), the refund will be made as agreed.

8. Damaged Package or Incorrect Product—Complaint

If the package is visibly damaged upon delivery, it is recommended to:

If the Customer received the wrong product, a defective product, or a product that does not match the description, the Customer is entitled to:

  • replacement of the product,
  • a proportionate price reduction, or
  • refund.

Complaints should be submitted to herbiehrvatska@gmail.com with a description of the problem and photographs. The Seller will respond to the complaint within 15 days.

In the event of a justified complaint, the Seller covers the costs of return shipping and reshipment.

A subjective perception of the scent or personal expectations does not constitute grounds for a complaint or return if the product was delivered correctly and in accordance with the description on the website.

9. Dispute Resolution

In the event of dissatisfaction with the response to a complaint, the Customer has the right to initiate alternative consumer dispute resolution proceedings before the competent authority in accordance with the Alternative Consumer Dispute Resolution Act (Official Gazette No. 121/2016). The Seller is not required to participate in alternative dispute resolution proceedings unless required by law. Complaints contact: herbiehrvatska@gmail.com.

10. Business Customers (B2B)

If the Customer purchases for the purposes of their business or professional activity (sole proprietorship, company), the statutory right to withdraw from the contract within 14 days without giving a reason does not apply. In the event of a justified complaint concerning a defective or incorrectly delivered product, the matter will be resolved by agreement—through replacement, a proportionate price reduction, or another appropriate solution.

Unilateral Contract Withdrawal Form

(Complete and send this form only if you wish to withdraw from the contract)

To:
Herbie d.o.o., Glavna 109, 31303 Podolje, Croatia
Email: herbiehrvatska@gmail.com

I, the undersigned, hereby declare that I unilaterally withdraw from the contract relating to the purchase of the following products:

Product name: _______________

Order number: _______________

Order date: _______________

Date of receipt of the product: _______________

Customer’s first and last name: _______________

Customer’s address: _______________

IBAN for refund (optional): _______________

Customer’s signature (only if the form is submitted in paper form)

Date: _______________