Right to cancel
Return and claims
All Buyers of AURA MAKE UP shop have the right to a unilateral termination of agreement (order return) without stating a reason for such action, within 14 days from the date of receiving the package. In order to exercise the right to unilateral termination of the agreement (return), the Buyer is to notify the Seller about unilateral termination of the agreement before the agreement expiry by sending a clear statement via courier service, fax or e-mail, stating the Buyer's full name, address, telephone number, fax or e-mail.
Request for unilateral termination of the agreement is sent to: email@example.com or by courier service to: AURA MAKE UP d.o.o. Samoborska cesta 134, Zagreb. The Seller will send the Buyer a confirmation on receiving the notification without delay via e-mail. All costs of the product return will be borne by the customers.
After the Buyer requests product return, the Seller's personnel will contact the Buyer and provide instructions for product return. In order to accept the return, the products must not be used or damaged, and are to be in their original package.
If the products are not in appropriate condition (unused, undamaged and in original package), the Seller will not be able to accept the request for return, and the Buyer will have to pay post fee in the amount of EUR 4 so that the products could be sent back to the Buyer's address.
After the Seller has inspected the returned products and confirmed that the products were returned in adequate condition, the Seller shall return the full amount that the Buyer paid to the Buyer's account or credit card, i.e. in the same way the Buyer made the payment, within 14 days from the date of receiving the decision on unilateral termination of the agreement.
The Seller can make a refund only after the products have been returned. It will be considered that the Buyer has fulfilled his obligation in timely manner if the Buyer sends or delivers the products to the Seller or the person authorized by the Seller before the expiry of the above stated deadline. The Buyer may return all products to the following address: AURA MAKE UP d.o.o. Samoborska cesta 134, Zagreb , after the Buyer's request for return has been approved. The Buyer is in obligation to return the products within two days from the date of request approval.
If, after 20 days of submitting the order, you do not receive any notification on the order status or the products are not delivered to your address, please contact us via: firstname.lastname@example.org so that we could find the parcel or send a replacement products.
You can find the Official Rulebook on the procedure and method of handling consumer complaints for goods purchased through an online store here.
You can download the agreement withdrawal form/statement here.
You can download the complaint form here