CANCELLATION OF PURCHASE, RETURNS AND COMPLAINTS

Date of last modification: July 14, 2026.

Difference Between Returns And Complaints

The right to unilateral termination allows the consumer to withdraw from a distance contract within the legal period without stating a reason.

A complaint due to damage, incorrect delivery, shortage, material defect, or non-compliance refers to a situation where the product or delivery does not conform to the contract.

The 14-day period for unilateral termination does not limit the legal rights of the buyer due to defective, damaged, or non-compliant goods.

Unilateral Termination Within 14 Days

The consumer can unilaterally terminate the contract concluded via Drinx.hr within 14 days without stating a reason.

The period begins to run from the day the goods are delivered to the consumer or a third party designated by them, who is not the carrier.

If multiple products are ordered in one order and delivered separately, the period begins to run when the last product or last shipment is received.

To terminate in a timely manner, it is sufficient to send a statement before the expiration of the period.

How To Send A Termination Statement

The consumer can use:

the easily accessible “Contract Termination” feature on Drinx.hr;
the form at the end of this document;
any other clear and unambiguous statement.

The statement can be sent:

Email:info@drinx.hr

Post:
VINO d.o.o.
Borongajska cesta 81C
10000 Zagreb
Republic of Croatia

We recommend providing your name and surname, order number, date of receipt, the products to which the cancellation applies, and contact information for sending confirmation.

If the "Contract Cancellation" function is used, Drinx.hr will promptly send a confirmation on a durable medium containing the statement and the date and time of submission.

Returning Goods

After sending the statement, the goods must be returned without unnecessary delay, and no later than 14 days from the day VINO d.o.o. was notified of the cancellation.

Before sending, we recommend contactinginfo@drinx.hrto confirm the address and instructions for safe return. If no other confirmed address is provided, the return is sent to:

VINO d.o.o.
Borongajska cesta 81C
10000 Zagreb

The deadline is met if the goods are handed over to the carrier before the expiration of 14 days.

Direct return costs are borne by the consumer, unless the return is due to incorrectly delivered, damaged, or non-conforming goods, or if VINO d.o.o. has explicitly agreed to bear the cost.

The shipment should be packaged in a manner suitable for the transport of glass bottles. It is recommended to use the original protective transport packaging when available. Choosing inappropriate packaging may result in liability for damage incurred during return transport.

Shipments sent with a cash on delivery obligation are not required to be accepted by VINO d.o.o., unless such a return method has been previously agreed upon in writing.

Condition of Returned Goods

The consumer may inspect the product only to the extent necessary to determine its nature, characteristics, and functionality, in a manner similar to an inspection that would be permitted in a physical store.

The consumer is responsible for any reduction in value resulting from handling beyond what is necessary for inspection.

Unopened bottles

An unopened bottle with an undamaged cap, label, and accompanying packaging can generally be returned if it is not damaged and has been properly stored.

Opened bottles

Opening a bottle or tasting its contents is generally not necessary for inspecting the product in a physical store. Such actions may cause a significant reduction in value, including a reduction to full value if the product can no longer be marketed. An opened or partially consumed bottle may therefore not have a return market value.

The mere opened transport box does not mean that the right to cancel has been lost.

Gift packages and sets

A gift package, set, or kit is returned as a whole. All bottles, glasses, utensils, boxes, inserts, cards, and other components must be returned. Missing, used, or damaged parts may lead to a proportional reduction in the return.

Original and Protective Packaging

Original sales packaging is not always a legal requirement for cancellation, but it can be an important part of the product, especially for collectible bottles, wooden boxes, gift boxes, limited editions, and sets.

If the lack or damage of the original packaging reduces the market value of the product, VINO d.o.o. may proportionally reduce the amount of the return. Transport packaging should be preserved at least until the inspection of the shipment as it facilitates proving transport damage.

Exceptions to the Right of Unilateral Cancellation

The consumer does not have the right to unilateral cancellation in cases specified by law, including when the subject of the contract is:

goods made to the consumer's specifications or clearly customized for them;
perishable goods or goods with a rapidly approaching expiration date;
sealed goods that are not suitable for return for health or hygiene reasons if unsealed after delivery;
goods that have become inseparably mixed with other items due to their nature after delivery;
delivery of alcoholic beverages whose price was agreed upon at the conclusion of the contract, and delivery can only occur after 30 days, with the price depending on market changes beyond the merchant's control;
other goods or services for which the law explicitly excludes the right of withdrawal.

Exceptions are interpreted narrowly and apply only when all legal conditions are met.

Refund

VINO d.o.o. will refund all payments received for goods covered by a valid withdrawal, including the cost of the cheapest offered standard delivery, without unnecessary delay, and no later than 14 days from the receipt of the withdrawal statement.

If the consumer has chosen a more expensive type of delivery than the cheapest offered standard delivery, the difference will not be refunded.

The refund may be withheld until the goods are returned or until the consumer provides proof that they have been sent, depending on which occurs first.

The refund is made using the same payment method used for the payment, unless the consumer explicitly agrees to another method without additional cost.

For cash on delivery or pro forma invoice payments, the consumer must provide the IBAN and the name of the account holder for the refund to be processed.

If the goods have lost value due to excessive handling, VINO d.o.o. will explain the basis and amount of the reduction. The reduction must be proportional to the actual loss of value and must not serve as a hidden fee for exercising the right of withdrawal.

Damaged Shipment

Upon receipt, check the external condition of the package. If the package is visibly damaged, wet, open, deformed, or if you hear glass breaking:

take a photo of the package before opening it;
ask the delivery person to record the damage or refuse to accept it if the damage is serious;
keep all packaging, labels, and damaged products;
report toinfo@drinx.hras soon as possible.

In your report, include the order number, a description of the damage, the number of damaged products, and attach photos when available.

Failing to make an immediate report to the delivery person does not automatically waive consumer rights, but it may complicate determining whether the damage occurred during transport.

Incorrect or Incomplete Delivery

If you received the wrong product, the wrong vintage when the vintage was agreed upon, the wrong volume, a smaller quantity, or an incomplete gift package, please contactinfo@drinx.hr.

VINO d.o.o. will check the item and, depending on your legal rights and circumstances, arrange for the delivery of the correct product, the pickup of the wrong product, a price reduction, or a refund.

The cost of returning incorrectly delivered goods is borne by VINO d.o.o. The customer is not obliged to pay for the return without prior agreement if the error is on the merchant's side.

Complaint Due to Deficiency or Non-Conformity

VINO d.o.o. is responsible for material defects and non-conformity of goods in accordance with the Law on Obligations.

Complaints can be sent toinfo@drinx.hror by mail to VINO d.o.o., Borongajska cesta 81C, 10000 Zagreb.

For faster processing, we recommend providing:

your full name;
order or invoice number;
name and quantity of the product;
clear description of the problem;
when the problem was noticed;
desired method of resolution;
photos or other evidence when available.

In case of suspected beverage malfunction, we recommend keeping the bottle, contents, cap, lot or serial number, and receipt until you receive instructions. Do not consume the product further if there are signs of spoilage, unusual smell, pressure, foreign body, damage, or health risk.

Depending on legal conditions, the consumer may request the alignment of goods through repair or replacement, a proportionate reduction in price, or contract termination. For beverages, repair is generally not possible, so the matter is most often resolved through replacement, reduction, or return.

The trader may refuse a specific method of alignment if it is impossible or would create disproportionate costs compared to another method, while respecting all legal conditions and consumer rights.

Written Complaint

The consumer may submit a written complaint:

Email:info@drinx.hr

Post:
VINO d.o.o.
Borongajska cesta 81C
10000 Zagreb

VINO d.o.o. will promptly confirm receipt of the complaint and respond in writing no later than 15 days from the date of receipt, clearly stating whether the complaint is accepted.

Records of complaints are kept for at least one year from receipt, or longer if necessary for resolving the matter or legal obligations.

If you are not satisfied with the response, you may contact the competent authority for alternative dispute resolution, the State Inspectorate, or the competent court, in accordance with applicable rules.

Forms and Evidence

Using the form is not mandatory. The consumer can send any unambiguous statement from which it is clear that they are terminating the contract.

The consumer should keep proof of sending the statement and the goods. VINO d.o.o. keeps a confirmation of receipt of the statement sent via the online function.

Example of a Form for Unilateral Termination of Contract

Recipient:
VINO d.o.o.
Borongajska cesta 81C
10000 Zagreb
Email:info@drinx.hr

I, ______________________________________, hereby declare that I unilaterally terminate the contract for the purchase of the following goods:

____________________________________________________________________

Order or invoice number: ___________________________________________

Order date: ____________________________________________________

Date of receipt of goods: _______________________________________________

Consumer's name and surname: ___________________________________________

Consumer's address: __________________________________________________

Email address or phone: _________________________________________

IBAN for refund, only if needed: _______________________________

Date: _____________________________________________________________

Consumer's signature, only if the form is sent on paper: