Terms of use

I. General Terms of Business

The website www.petriana.hr is owned by the following company: Fanon d.o.o. for production, trade and services, Vladimira Nazor 126, 42 206 Petrijanec, OIB: 30703851882 (ESTABLISHMENT: Commercial Court in Varaždin, MBS: 070051623).

All materials found on the website www.petriana.hr are the exclusive intellectual property of Fanon d.o.o. and may be used only with the express permission of the copyright holder and the holder of trademark and/or design rights. Fanon d.o.o. permits the use of services and content on the website www.petriana.hr as regulated by these Terms of Purchase. These Terms of Purchase are part of the Seller’s obligations in accordance with the provisions of the Consumer Protection Act and serve to ensure that the Buyer is clearly and comprehensibly informed of a number of circumstances essential for the conclusion, performance, and termination of the contract before entering into a remote contract, all in accordance with legal regulations. The term “Seller” refers to the company Fanon d.o.o., Vladimira Nazora 126, 42 206 Petrijanec, OIB: 30703851882, Company Registration Number: 070051623, E: [email protected], W: www.petriana.hr.

The term “Buyer” also refers to: the classic consumer, i.e., a natural person who orders and pays for any product through the web store services available on the Seller’s website outside of any business activity; as well as buyers who are tradesmen, individual merchants, or natural persons engaged in business activities, who are protected under the provisions of the Consumer Protection Act only when purchasing products unrelated to their business activities, and all other buyers, such as legal entities. The Seller, when selling through the website www.petriana.hr, acts in its own name. The Terms of Purchase form part of the remote contract together with the specifications and price(s) of the purchased product(s). Before confirming the purchase order for an individual product, the Buyer will be asked to accept/confirm that they are familiar with and agree to these terms. After confirming the order (entering into the contract), the terms will be delivered to the Buyer as part of the email message confirming that the contract has been concluded. The Seller reserves the right to amend the terms at any time, with such amendments taking effect upon publication on this website. When the Buyer confirms and places an order, the contract is concluded, and the Seller will immediately notify the Buyer via email that the contract has been concluded. For the contract to be validly concluded, the Buyer must be a person with full legal capacity. The Buyer is responsible for the accuracy and completeness of the data entered during registration. The Terms of Purchase are divided into the categories/information listed below. Access to the website may sometimes be unavailable due to maintenance work, updates, or the introduction of new content, as well as in cases of unforeseen circumstances beyond the Seller’s control, which the Seller will strive to resolve as quickly as possible.

II. Main Characteristics of Goods

Main Characteristics of Goods: Products are presented descriptively and with photographs, and the information about them is based on the Fanon database. The product photographs are for illustrative purposes and may not always fully correspond to the ordered products in every detail. The Seller specifically notes that the visual appearance of the products shown in the photographs may not match the actual appearance of the products, particularly due to the Buyer’s monitor settings, differences in color perception as seen on the screen, etc. In the event of such discrepancies between the product depicted in the photograph and the delivered product, this does not constitute a defect in the product. In the event of the aforementioned discrepancies between the product depicted in the photograph and the delivered product, this does not constitute a defect in the product. Information about the products (product description, price, etc.) displayed on the website www.petriana.hr is subject to bugs, application malfunctions, other technical irregularities, typographical errors, and similar issues. In the event of obvious errors or inaccuracies regarding product information displayed on www.petriana.hr, the Seller reserves the right to unilaterally terminate the contract.

The subject of the order can only be products that are indicated as available in the order. Due to the large number of orders being placed simultaneously on www.petriana.hr, it may happen that the availability information of a product does not match the actual stock status at Fanon’s warehouse. If the ordered product is not available in the warehouse, the Seller will inform the Buyer that the product is currently unavailable, the timeframe in which the product will be available, and will also offer the option to purchase an alternative product from www.petriana.hr that is available for delivery and whose characteristics are closest to the product that cannot be delivered.

III. Product Price

The prices displayed on the website www.petriana.hr are expressed in euros. The VAT cost is included in the product price. Delivery costs are not included in the product prices, as they are paid separately, except for orders exceeding a certain amount, in which case delivery is free, all in accordance with the conditions and as specified in these Terms of Purchase. Before confirming the order, the product price, delivery cost (if applicable), VAT cost, and final price are displayed separately, so the Buyer can have an overview of the total price they are paying for the ordered service. In the case of payment via e-banking or general payment slip, payment fees and/or interbank transaction costs are not included in the price.

IV. Delivery Costs

Delivery costs are communicated during the ordering process for each individual product, as well as the total delivery cost in the case of ordering multiple products. The delivery price is divided into two categories:

  • order value up to €50 – €4
  • order value above €50 – free delivery

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

V. Payment terms and deadlines, 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. Payment for ordered products can be made in the following ways:

  • Card payment via the Internet (Maestro, MasterCard, Visa, Premium Visa, Diners, Discover)
  • payment by cash on delivery
  • KEKS Pay application

In the case of payment by credit card, the payment must be made no later than the deadline indicated in the e-mail message confirming that the contract has been concluded. In relation to payment by credit card, the Seller points out that the card payment system is integrated on the website. After selecting the “Card payment” payment, the fields for entering card information will open. Card and owner data are not stored on the seller’s servers. Diners and Premium Visa cards can be used to pay in installments. It is necessary to select the number of installments, from two to six. The costs will be calculated according to the Customer’s choice, and the card will be debited successively every month, according to the number of selected installments. The purchase was made after successful authorization of the card. If the system refuses to authorize a card payment, one of the alternative payment methods must be selected. The Seller has no information about the reasons for card rejection, they may be of a technical or business nature. If the customer does not receive notification that the contract has been concluded after the ordering process is completed, it is suggested to check:

  • Je li poruka u Junk/Spam folderu
  • Je li mailbox pun

In the event that the payment is not made within the stated deadline, the Seller will proceed with the subsequently made payment outside the deadline by delivering the purchased products, and if he cannot make the delivery for justified reasons, he will unilaterally terminate the contract and return the paid funds. If the payment has been properly made and is 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. The ordered products are delivered to the entire territory of the Republic of Croatia.

The delivery will take place no later than 7-10 working days after the visible payment on the Seller’s account. If it becomes impossible to deliver the selected product because the product is no longer available, the Seller is obliged to inform the Buyer immediately, and the Buyer has the right to terminate the contract and request a refund or agree to a later delivery date. All ordered items will be delivered in one package. If this will not be possible due to the state of stock, the Seller reserves the right to deliver in multiple shipments. Delivery is carried out in accordance with the terms of use of the delivery service, and is considered completed at the moment of handing over the product to the delivery service.

After the goods have been handed over to the delivery service, a shipment number will be sent to the Buyer’s e-mail address so that its status can be checked at addresses of the delivery service.Unfortunately, the Seller is not able to influence the further speed of delivery and possible complications related to the delivery itself caused by the delivery service. For each shipment, the Buyer certifies and signs the delivery list upon receipt of the shipment. To the islands covered by DPD, the goods will be delivered according to the schedule from the table, and to all other islands not covered by DPD, the Seller sends the goods via HP. Delivery schedule to smaller places that are not delivered daily < Click on the link to view the schedule. The goods are delivered by the courier service DPD Croatia d.o.o.

VI. Unilateral termination of the contract

Only the Customer who concluded the Distance Agreement in the manner described above has the right, without giving reasons, to unilaterally terminate the Agreement within 15 days. The period of 15 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/delivery person. If with one order the Customer ordered several pieces of goods that should be delivered separately, that is, if it is a question of goods that are delivered in several pieces or in several shipments, the deadline starts from the day when the last piece or the last shipment of goods was handed over to the possession. If the Seller does not notify the Buyer of this right, the Buyer’s right to unilaterally terminate the contract ends within 12 months from the expiration of the termination period (the 12-month period begins after the expiration of the 15-day period provided for regular termination in case of proper notification). If the notification of the right to unilateral termination is delivered within 12 months, the right to unilateral termination ends after the expiry of the period of 15 days from the day the Customer receives the notification.Only the Customer who concluded the Distance Agreement in the manner described above has the right, without giving reasons, to unilaterally terminate the Agreement within 15 days. The period of 15 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/delivery person. If with one order the Customer ordered several pieces of goods that should be delivered separately, that is, if it is a question of goods that are delivered in several pieces or in several shipments, the deadline starts from the day when the last piece or the last shipment of goods was handed over to the possession. If the Seller does not notify the Buyer of this right, the Buyer’s right to unilaterally terminate the contract ends within 12 months from the expiration of the termination period (the 12-month period begins after the expiration of the 15-day period provided for regular termination in case of proper notification). If the notification of the right to unilateral termination is delivered within 12 months, the right to unilateral termination ends after the expiry of the period of 15 days from the day the Customer receives the notification.

Before the expiry of the term for unilateral termination, the buyer is obliged to notify the seller of his decision to terminate the contract via Form for unilateral termination of the contract which is available here and which can be filled out electronically and sent to the email address: [email protected]. Confirmation of receipt of notification of unilateral termination of the contract will be delivered by the Seller, without delay, by e-mail. After you fill out and send the form, you will receive a confirmation of receipt of the application via electronic mail to the email address you provided when filling out the Online form for unilateral termination of the contract. If you unilaterally terminate this Agreement, we will refund the money we received from you, including shipping costs, without delay, and no later than within 15 days from the day 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 in the same way you made the payment. We can issue a refund only after the goods have been returned to us or after you provide us with proof that you sent the goods back to us. You are obliged to return the goods to us immediately, and no later than within 15 days from the day you sent us your decision on unilateral termination. Return the goods by mail in a verifiable manner to the address Fanon d.o.o., Vladimira Nazora 126, 42 206 Petrijanec. It is considered that you have fulfilled your obligation on time if you send the goods to us personally in our warehouse in a demonstrable way (by registered mail) before the expiration of the aforementioned period. You are responsible for any reduction in the value of the goods resulting from the handling of the goods, except that which was necessary to determine the nature, characteristics and functionality of the goods. If the product is returned defective, with major damages or without parts and documentation, and if they are not delivered within a subsequent period of 8 days, it is considered that the Buyer has not fulfilled his obligation to return the goods, and the Seller is not obliged to return the paid funds.

The customer does not have the right to unilaterally terminate the contract if:

  • the service contract was fully fulfilled by the Seller, and the fulfillment began with the express prior consent of the Buyer, and with his confirmation that he is aware of the fact that he will lose the right to unilaterally terminate the contract from this section if the service is fully fulfilled;
  • the subject of the contract is 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 duration of the Buyer’s right to unilaterally terminate the contract;
  • the subject of the contract is goods that are made according to the Customer’s specification or that are clearly adapted to the Customer;
  • the subject of the contract is easily perishable goods or goods that quickly expire;
  • the subject of the contract is sealed goods that are not suitable for return due to health or hygiene reasons, if they were unsealed after delivery;
  • the object of the contract is goods which, due to their nature, are inseparably mixed with other things after delivery

VII. Liability for material defects / Complaints

The Seller is responsible for material defects in the goods sold on its website in accordance with the applicable regulations of the Republic of Croatia, particularly the Obligations Act. The ordered products are packaged in such a way that they are not damaged during normal handling in transport/delivery. In the event that the shipment is damaged during transport, such damage will be visible upon receipt of the shipment, and in this case, we suggest that the Buyer not accept the shipment. We ask Buyers to contact us so that we can check the condition of the shipment and send a replacement as soon as possible. Upon receipt of the goods, it is the Buyer’s responsibility to verify the accuracy of the order. The Buyer is required to compare the received items with the invoice; if anything is missing, they must immediately submit a written complaint/claim, as subsequent complaints will not be accepted. In the case of a visible defect in the product upon receipt of the shipment, the Buyer is not obliged to accept the delivered product and may refuse to take it, incurring no delivery costs for such a product. It is assumed that products that have been properly received by the Buyer did not have any visible defects. The Buyer has the right to make a complaint regarding material defects within the timeframes and for reasons prescribed by the provisions of the Obligations Act. The Buyer can submit a written complaint or claim to the email: [email protected], or by mail to: Fanon d.o.o., Vladimira Nazora 126, 42 206 Petrijanec, marked “Complaint.”

To facilitate the prompt identification of the specific order to which the Buyer has a complaint, Buyers are requested to include the order number, invoice number, or their username in the complaint. The Buyer has the right to a justified complaint and the return of goods in the following cases:

  • delivery of goods that were not ordered
  • delivery of expired goods
  • delivery of goods that have a fault or damage that did not occur during transport

If the product has a hidden defect (a defect that could not be detected by a usual inspection upon receipt of the item) that the Buyer identifies upon opening the product, the Buyer has the right to unilaterally terminate the contract and request a refund, replacement of the product, removal of the defect, or a price reduction. The Seller will consider the complaint valid if the product inspection determines that it meets the conditions for a complaint in accordance with the Obligations Act and the Consumer Protection Act. In that case, within 15 days of receiving a valid complaint, the Seller will either replace the product or refund the entire amount paid upon contract termination. If, however, the Seller determines that the complaint is not valid, i.e., if the complaint is rejected, the Seller will inform the Buyer of this within 15 days from the date of receipt of the complaint.

The Seller will accept the return of damaged, defective, or incorrectly delivered goods at their expense if it is determined that the complaint is justified and that the Buyer did not affect the correctness, damage, or any defect of the goods. In the case of a justified complaint, the Seller will bear the entire cost of replacing the product with a new one. If the Buyer decides to return a functioning product for replacement, the Seller will execute the exchange only if the product is undamaged, unused, and has not been diminished in value in any other way. In this case, the Buyer will be responsible for the costs of return and reshipping of the goods.

VIII. Use of Product Descriptions and Information

Although we have taken all necessary steps to ensure that the product information on the Petriana website is accurate, the composition, quantity of ingredients, as well as nutritional values and allergens of products may change. Therefore, we strongly recommend that you read the label or product declaration before consumption, and do not rely solely on the information published on the website. If you have any questions or need advice about any product, please contact our Customer Communication Department at the email address [email protected]. While product information is regularly updated, Fanon d.o.o. is not responsible for any inaccuracies. This does not affect your statutory rights.

IX. Online Dispute Resolution

Under the special regulation of the European Union, as of February 15, 2016, disputes related to online purchases can be resolved through a platform accessible here. This means that if you encounter a problem during an online purchase within the EU (such as a defective product, inability to exchange a product, etc.), you can submit your complaint via the link above. The platform can be used by both consumers and merchants, and complaints can be submitted in any of the 23 official EU languages.