1. Introduction

At Agape Coffee j.d.o.o., we are committed to providing high-quality products and services. If, for any reason, you are dissatisfied with your purchase or experience, please contact us promptly so we can address your concerns.

2. How to Submit a Complaint

If you wish to file a complaint, you can do so by:

• Email: Send your complaint to hello@agape.coffee.

• Mail: Address your written complaint to:

  Agape Coffee j.d.o.o.
  Lučića 7, 21220 Trogir, Croatia

Upon receiving your complaint, we will promptly acknowledge receipt in writing. We will respond to your written complaint within 15 days. To facilitate this process, please include your full name and address in your complaint.

3. Conditions for Returning Goods

You are entitled to return goods in the following situations:

• Incorrect Item Delivered: If you receive a product that you did not order.

• Expired Product: If the delivered product has expired.

• Defective or Damaged Product: If the product is faulty or damaged upon receipt.

In cases of justified complaints, you have the right to terminate the contract and receive a refund of the paid amount or request a replacement with a correct, undamaged, and valid product.

Agape Coffee j.d.o.o. will accept returns of damaged, defective, or incorrectly delivered goods at our expense, provided that the complaint is justified and that you have not influenced the correctness, damage, or any deficiency of the goods. In the case of a justified complaint, the cost of replacing the product with a new one will be fully borne by Agape Coffee j.d.o.o.

4. Right to Unilateral Termination of the Contract

As a customer, you have the right to unilaterally terminate a contract concluded outside of business premises or concluded at a distance within 14 days without providing any reason. This period begins from the day you or a third party designated by you, who is not the carrier, takes possession of the goods.

To exercise the right to unilaterally terminate the contract, you must inform us of your decision to terminate the contract before the expiration of the 14-day period. You can do this by:

• Email: Sending a clear statement expressing your intent to terminate the contract to hello@agape.coffee.

• Mail: Sending a written statement to:

  Agape Coffee j.d.o.o.
  Lučića 7, 21220 Trogir, Croatia

If you unilaterally terminate the contract, both parties are obliged to return to each other what they have received under the contract. You are not required to compensate any costs resulting from exercising your right to unilaterally terminate the contract, except for those specified in Articles 76 and 77 of the Consumer Protection Act.

Upon receiving your notice of termination, we will refund all payments received from you without delay and no later than 14 days from the day we are informed of your decision to terminate the contract. We will use the same payment method you used for the initial transaction unless you have expressly agreed otherwise. In the case of cash on delivery payments, we will refund the amount paid for the returned product via bank transfer to the IBAN number you provide.

Unless we have offered to collect the goods ourselves, we may withhold the refund until we have received the goods back or you have provided evidence that you have sent the goods back, whichever occurs first.

You are obliged to return the goods without undue delay and no later than 14 days from the day you informed us of your decision to terminate the contract. You will bear the direct cost of returning the goods unless we have agreed to bear these costs or have failed to inform you that you are responsible for them.

5. Contact Information

If you have any questions or need assistance regarding returns or complaints, please contact us at:

Agape Coffee j.d.o.o.
Lučića 7, 21220 Trogir, Croatia
Email: hello@agape.coffee

By adhering to this policy, we aim to ensure a fair and transparent process for handling returns and complaints, reflecting our commitment to customer satisfaction.