Returns and Complaints

These rules apply exclusively to customers purchasing goods within the scope of their registered business activity (B2B customers – legal entities and sole proprietors).

1. General Provisions

By purchasing through the B2B store at b2b.100smartfood.hr, the customer is considered to act as a business entity, and the provisions on consumer protection, including the right to unilaterally withdraw from the contract within 14 days, do not apply. Exceptionally, a withdrawal request may be submitted via the Unilateral Contract Withdrawal Form only in cases specified in these terms.

The relationships between the Seller and the Customer are governed by the provisions of the Croatian Obligations Act and other applicable regulations of the Republic of Croatia.

2. Returns (Commercial Returns)

The return of correct and undamaged goods is possible only with prior approval from the Seller.

The Seller may approve the return of goods under the following conditions:

  • The return request must be sent within 7 days of receiving the goods.
  • The goods must be:
    • unused
    • in their original, undamaged packaging
    • accompanied by the relevant documentation and labels
  • The product must not belong to the category of goods:
    • with a short shelf life
    • food products with opened packaging
    • goods produced or ordered according to the customer’s special specifications

The Seller reserves the right to:

  • refuse the return if the goods do not meet the conditions
  • charge handling and processing fees for the return
  • reduce the refund for any decrease in the value of the goods

Return shipping costs are borne by the Customer, except if the return is due to the Seller’s error.

Refunds are made via credit (account adjustment) or by returning the paid amount. If the order was paid by card through the CorvusPay system, the refund is made exclusively by canceling the transaction to the same card used for payment.

3. Damage During Transport

The Customer is obliged, upon receiving the goods, to:

  • inspect the shipment
  • immediately report any visible damage to the delivery service
  • record the damage in the delivery documentation

Subsequent complaints for visible transport damage may not be accepted.

4. Complaints for Material Defects

The Seller is liable for material defects of goods in accordance with the Croatian Obligations Act.

A defect exists particularly if:

  • the goods do not correspond to the description, type, quantity, or specification in the order
  • the goods are not suitable for the usual purpose of such goods
  • the wrong goods were delivered

The Customer is obliged to:

  • inspect the goods immediately after delivery
  • notify the Seller of any visible defects within 8 days of receiving the goods
  • notify the Seller of any hidden defects immediately upon discovery

The complaint must include:

  • invoice or order number
  • product name
  • description of the defect
  • photographs (if applicable)

5. Complaint Resolution Method

If a complaint is found to be justified, the Seller will, at its discretion:

  • replace the goods
  • approve a price reduction
  • approve the return of goods via account adjustment

The Seller is not responsible for:

  • improper use of the product
  • incorrect storage
  • mechanical damage occurring after delivery

In the case of a refund for a justified complaint for orders paid by card, the funds will be returned to the Customer’s card via the CorvusPay system.

6. Products with Expiration Dates

The Customer is responsible for proper storage of the goods according to the manufacturer’s instructions. Complaints regarding expired products will not be accepted if the product was delivered with an expiration date compliant with distribution standards.

7. Submission Procedure

Return or complaint requests should be sent to:

BOLERO ADRIA d.o.o.
Avenija Dubrovnik 15
Zagrebački velesajam, Paviljon 12
10000 Zagreb

For any information, you can send us an inquiry via our contact page.

8. Final Provisions

The Seller reserves the right to assess the validity of each return or complaint request. By placing an order, the Customer confirms that they are familiar with these terms and accept them.