Complaints, Objections, and Disputes

This policy outlines the procedure for submitting consumer complaints and the process for resolving disputes, in accordance with the Croatian Consumer Protection Act.

1. Submitting a Complaint

In accordance with Article 10 of the Consumer Protection Act (NN 41/14), consumers may express dissatisfaction regarding purchased products or services by submitting a written complaint. Complaints may be submitted in person, by post, or by e-mail. Fine’sa Credos d.o.o. will acknowledge receipt and respond in writing within 15 days of receiving the complaint.

2. Contact for Complaints

By post: Fine’sa Credos d.o.o., Ulica Ivana Kukuljevića Sakcinskog 25, 42000 Varaždin
E-mail: prigovor@finesa-credos.hr

3. Handling of Objections and Disputes

Fine’sa Credos d.o.o. will confirm receipt of a complaint without delay, inform the user of the expected processing time, and provide a written response within 15 days.

4. Amicable Dispute Resolution

Fine’sa Credos d.o.o. and the customer will strive to resolve all disagreements amicably. If not possible, the user may submit a case to the Court of Honour of the Croatian Chamber of Commerce or initiate mediation proceedings in accordance with applicable regulations.

5. Jurisdiction

In case of court proceedings, the competent court in Varaždin, Croatia, shall have jurisdiction.