RETURNS & EXCHANGES
1. RETURN OF PRODUCTS
A Customer who is a consumer and who purchased a product through the webshop has the right to withdraw from the contract without giving any reason within 14 days from the day of receiving the product, in accordance with applicable regulations.
To exercise the right of withdrawal, it is sufficient for the Customer to send a clear statement of withdrawal before the 14-day period expires.
The Customer may use the withdrawal form available on the webshop, but its use is not mandatory.
2. HOW TO MAKE A RETURN
After sending the statement of withdrawal, the Customer must return the product without undue delay, and no later than 14 days from the day they informed Noema Exclusive of the withdrawal.
The product should be returned to the following address:
Noema Exclusive
Nova Ves 50
Zagreb
Republic of Croatia
The Customer is advised to use a courier service that allows shipment tracking and to keep the proof of dispatch until the return process is completed.
The cost of returning the product is borne by the Customer, unless otherwise stated in a specific case.
3. CONDITION OF THE PRODUCT ON RETURN
The Customer has the right to inspect and try on the product in a way that would be possible in a physical store.
For dresses, this means trying the product on to check its size, cut, material, appearance and other characteristics.
When returned, the dress should be in the condition in which the Customer received it, with all of its parts and accompanying accessories intact.
The Customer must not use the product in a way that goes beyond what is necessary to establish its nature, characteristics and functionality.
4. LABELS AND PACKAGING
The Customer is advised to keep the original packaging, labels and other parts of the product when making a return.
If the packaging or label has been removed or damaged, this does not in itself automatically mean loss of the right of withdrawal.
However, the Customer may be liable for any diminished value of the product if the reduction resulted from handling the product beyond what is necessary to establish its nature, characteristics and functionality.
5. DAMAGE, STAINS AND USE OF THE DRESS
The dress must not be used for events, outings, celebrations, photo shoots or other purposes before a possible return, except to the extent necessary to inspect and try on the product.
If the dress is returned with signs of use, perfume, make-up, food, drink, sweat, dirt, odours, damage, tears or other marks that are not the result of ordinary inspection and trying on, Noema Exclusive may require compensation for the diminished value of the product in accordance with the law.
In the case of significant damage to or soiling of the product, Noema Exclusive may require the Customer to compensate the actual diminished value.
6. REFUND
After a timely withdrawal from the contract, Noema Exclusive will refund the amount paid in accordance with applicable regulations.
The refund includes the price of the product and the cost of standard delivery that the Customer paid at the time of purchase.
If the Customer chose a more expensive form of delivery than the cheapest standard delivery offered by Noema Exclusive, the additional cost of that delivery does not have to be refunded.
Noema Exclusive may withhold the refund until the returned product is received or until the Customer provides proof that the product has been sent back, whichever occurs first.
The refund is made using the same means of payment the Customer used for the original transaction, unless expressly agreed otherwise.
7. SIZE EXCHANGE
If the Customer wants to exchange a purchased dress for a different size, they can contact Noema Exclusive by e-mail.
A size exchange is not the same as the statutory right of withdrawal.
An exchange is possible only if the desired size is available.
If the desired size is not available, the Customer may, if they meet the legal conditions, exercise the right of withdrawal and return the product.
8. DEFECTIVE PRODUCT
If the Customer believes that a product has a defect, there is no need to use the withdrawal procedure.
The Customer may submit a complaint to Noema Exclusive and exercise the rights they are entitled to under applicable regulations on liability for material defects in goods.
When submitting a complaint, it is recommended to state the order number, describe the defect and, if possible, attach photographs of the product.
9. RETURN OF AN INCORRECTLY DELIVERED PRODUCT
If the Customer has been delivered a product they did not order, or the wrong size compared to the confirmed order, the Customer should contact Noema Exclusive as soon as possible.
In such a case, the costs of the return and of re-delivery are borne by Noema Exclusive, if the error was made on the Merchant's side.
10. PACKING RECOMMENDATION
When making a return, the Customer should pack the product appropriately to prevent damage during transport.
Noema Exclusive is not liable for damage that occurs during the return due to inadequate packaging by the Customer, subject to the rights and liabilities prescribed by applicable law.
11. CONTACT FOR RETURNS AND COMPLAINTS
For all enquiries regarding returns, exchanges or complaints, the Customer can contact:
Noema Exclusive
Nova Ves 50, Zagreb
OIB (tax ID): 17568768891