Terms & Conditions

1. Introduction

1. These Terms & Conditions govern the relationship between ORIGINAL STONE DESIGN d.o.o., Dračevac 116, 21000 Split, Croatia, VAT/Tax ID (OIB): 15726121059 (the "Seller"), as the operator of the online store at www.brattia-originals.com, and you, our customer, when purchasing products through our online store.
2. We treat all our customers equally and provide the same benefits regardless of whether they have a registered customer account. Accordingly, the provisions set out in these Terms & Conditions apply to all customers.
3. These Terms & Conditions primarily govern the purchase of products through our online store.

2. Purchase Agreement

1. A purchase agreement may be concluded remotely through our online store.
2. When concluding a distance contract, your order submitted through the website constitutes an offer to enter into a purchase agreement. Your order will remain valid for 7 days, and we will acknowledge receipt of your order by e-mail. The purchase agreement is concluded once we accept your order by dispatching the ordered products. You will receive confirmation of dispatch by e-mail.
3. Products are supplied in quantities considered reasonable for normal household use. In specific cases, particularly during promotions or sales, we reserve the right to limit the maximum quantity of products that may be ordered.
4. Orders are placed by clicking the "Place Order" button. These Terms & Conditions, together with your order details, are archived for a period of six years. If you enter incorrect information when placing your order, you may correct it through the order form or, if applicable, through your customer account.

3. Right of Withdrawal

1. Under applicable law, you have the right to withdraw from a purchase agreement concluded online or by telephone within 14 days of receiving the goods, without giving any reason. In addition to this statutory right, we offer all our customers an extended 90-day right of withdrawal from the date of delivery.
2. To exercise your right of withdrawal, you must notify us of your decision within the applicable withdrawal period. The easiest way to do this is by sending an e-mail to info@brattia-originals.com or by calling +385 (0) 95 381 0207. You may also use the withdrawal form available on our website.
3. If you withdraw from the purchase agreement, we will refund the purchase price of the returned products. If you withdraw within 14 days of receiving the goods, you are also entitled to reimbursement of the delivery costs up to the amount of the least expensive standard delivery method offered. If you withdraw after the statutory 14-day period but within our extended 90-day withdrawal period, we will refund only the purchase price of the products.
4. Refunds will be issued without undue delay and no later than 14 days after we receive your notice of withdrawal. However, in accordance with applicable law, we may withhold the refund until we have received the returned products. Refunds will be made using the same payment method used for the original transaction unless otherwise agreed.
5. You must return the products without undue delay and no later than 14 days after notifying us of your withdrawal. Returned products should be sent to: ORIGINAL STONE DESIGN d.o.o. Dračevac 116 21000 Split Croatia If, as part of your purchase, you received any complimentary items or gifts free of charge, these must also be returned. Unless otherwise required by law, you are responsible for the cost of returning the products. Please note that you are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functionality. The right of withdrawal does not apply to products manufactured according to your specifications or clearly personalised products (for example, products or packaging with a personalised dedication). It also does not apply to sealed goods that have been unsealed after delivery and cannot be returned for hygiene reasons. Furthermore, once gift wrapping or eco-friendly packaging services have been completed, you may no longer withdraw from the agreement relating to those services, as they are considered to have been fully performed immediately after your order has been processed.

4. Complaints and Defective Products

1. If a product is found to be defective after delivery, we may offer a gift voucher as compensation. You also have the right to request that the defect be remedied by repair or replacement. If repair or replacement is not possible or would be unreasonable, you are entitled to an appropriate reduction in the purchase price. Where the defect is substantial, you may also withdraw from the purchase agreement. These rights also apply if the defect becomes apparent after delivery.
2. We are liable for defects that appear within two years of the date of delivery or before the expiry date indicated on the product packaging, where applicable.
3. A product is considered defective if, in particular, it does not possess the usual or described characteristics, is not fit for its intended purpose, does not comply with applicable legal requirements, or is not supplied in the agreed quantity. Defects relating to complimentary gifts or other free items supplied in addition to your order shall not be regarded as product defects. Product images displayed in our online store are for illustrative purposes only and do not constitute a binding representation of the product's characteristics (for example, product packaging may vary due to changes made by the manufacturer).
4. If you have any questions regarding a complaint, please contact us at info@brattia-originals.com or by telephone at +385 (0) 95 381 0207.Please send the defective product, together with the completed complaint form available on our website, to the following address: ORIGINAL STONE DESIGN d.o.o. Dračevac 116 21000 Split Croatia When submitting a complaint, please describe the nature of the defect, how it is manifested, and your preferred method of resolving the complaint.
5. We will keep you informed of the progress of your complaint, including confirmation of receipt, acceptance, or rejection, by e-mail or telephone.
6. We will assess your complaint without undue delay. The complaint procedure, including the repair or replacement of the product where applicable, will normally be completed within 30 days. If this period is exceeded, you will have the right to withdraw from the purchase agreement. Your cooperation during the complaint process may be required to enable us to comply with this time limit.
7. If your complaint is found to be justified, we will reimburse the reasonable costs incurred in returning the defective product.

5. Shipping and Payment Methods

1.  You may choose your preferred payment method and shipping option from those currently available in our online store. Before you submit your order, you will be informed of the selected payment method, shipping method, and any associated costs.
2. Details of the payment methods and shipping options we currently offer, including the applicable shipping charges, are available on our Shipping & Payment Methods page.
3. The stated delivery times are estimates only and are based on the expected delivery times provided by our courier service.
4. In certain cases, we reserve the right to provide free shipping at our discretion.

6. Miscellaneous

1. We may offer our customers various discounts, gifts, promotional vouchers, and gift vouchers. The use of these benefits is subject to the specific terms communicated for each individual promotion. Unless otherwise stated, each discount or gift voucher may be redeemed only once, and only one voucher of the same type may be used per order. Unless expressly stated otherwise, discounts cannot be combined. If the value of a gift voucher exceeds the total purchase amount, the remaining balance will not be carried forward to a new voucher, nor will any unused amount be refunded.
2. Following your purchase, you may receive an invitation from a third-party service provider to complete a customer satisfaction survey and review the products you have purchased. By completing the survey, you may share your shopping experience and product feedback with other customers. We appreciate your feedback and thank you for taking the time to complete the survey.