The contract that a Consumer enters into with Perscripta for the sale of products or services is a one-time contract for the sale of products or services consumed by the delivery of a product by Perscripta d.o.o. and payment made by the User in the case that the contract is not terminated.


Pursuant to the Consumer Protection Act, Article 72, paragraph 1, any contract concluded by means of remote communication (web shop) can be terminated unilaterally by the Consumer, without stating reasons for the termination, within 14 working days from the day that the product was delivered. The Consumer does not have to give his/her reasons for terminating the Contract, but he/she must notify Perscripta within 14 business days, by permanent media, of its decision to terminate the Contract – via a form for the unilateral termination of the contract or by any other unambiguous statement expressing his/her desire to terminate the contract, mailed to: Perscripta d.o.o., Prekratova 61, 10 000 Zagreb or by e-mail: You can download the standard Unilateral Termination Form here.


In the event of a unilateral termination of the Contract, each party is obliged to return what they received under the contract to the other party, in accordance with the provisions of the Consumer Protection Act. After we receive the correctly completed form, we will notify you about receiving the same through a permanent media, and we will make a refund once the goods are returned to us (at the latest 7 working days from the day that you notified us about your decision to terminate the Contract). In this case, the Consumer is, in accordance with the Consumer Protection Act, responsible for any impairment of goods resulting from the handling of the goods, except for the impairment which was necessary to determine the nature, characteristics and functionality of the goods.


Products returned by the Consumer must be in good condition, unopened, unused and in their original packaging. Otherwise, if they are not delivered within the above deadline, it is considered that the Consumer has not fulfilled his/her obligation to return the goods and we are not obliged to refund you in full, however, an assessment can be done to lower the value of the product. Likewise, the Consumer is not entitled to a unilateral termination of the contract if the subject matter of the contract is something that is a perishable good or a product that expires quickly.


The Consumer is obliged to bear the direct costs of returning the product himself/herself if he/she exercises his/her right to unilaterally terminate the contract.




The Trader has the right to claim/complain about a product due to visible defects, if without delay, and no later than three (3) calendar days from the delivery date, he/she files a complaint about the product defects.


Visible defects are, for example: the wrong sticker, wrong packaging, packaging defects - stickers, wrong colors, wrong dimensions, delivery of a product that wasn’t ordered and any other defects that can be noticed by the usual inspection of the product.


The Trader has the right to claim the product due to hidden defects (defects that could not be detected by normal inspection when accepting the product)if without delay, and no later than three (3) calendar days from the date of detecting the defects a complaint is made on the product, if the claim/complaint has been made within the period prescribed by the Civil Obligations Act from the delivery date of the same.


By signing the acknowledgment of receiving the package, the Trader confirms that during the pickup of the shipment he carried out the inspection of the shipment and that the shipment was taken over without any external visible damage, and that it corresponds quantitatively and qualitatively to the products listed on the attached invoice.


The consumer is entitled to a complaint in case of visible and / or hidden defects within the deadlines prescribed by the applicable Civil Obligations Act.




The User must make his/her complaint of a purchased product through the Complaint Form, which can be downloaded here. A properly completed form must be submitted by mail or electronic mail to: Perscriptad.o.o. Prekratova 61, 10 000 Zagreb or by e-mail to:


In all cases when returning a Perscripta product, the customer is obliged to return the complete package, in the condition in which it was delivered to him/her and in the original packaging. The cost of returning the product shall be borne by the Customer. The return shall be made by delivering the product to the address specified in the Complaint Form.


If the product has a defect, the buyer has the right to terminate the contract and request a refund, replace the product, remove the defect or get a price reduction. Perscripta will, based on the claim, return the funds to the account specified by the User in the request itself or replace the product with a new one within thirty (30) days from the date of receiving of the returned product to the address specified on the complaint form.


If it is determined, without doubt, that the complaint was unjustified or that the ordered product was defective due to improper handling or use, the company Perscripta d.o.o. is not obliged to refund or to supply a replacement product. The product will be returned to the Customer at his/her cost, with a written explanation of the reasons for not accepting the refund or replacement request.


In the case that the User did not receive his/her ordered product, he/she is required to report the same within eight (8) calendar days from the date of expected arrival of the ordered product through the complaint form or through the contact information posted on the Website. Perscripta is obliged to determine, within that period, what happened to the subject consignment, and to inform the User of further resolutions for the complaint.




Pursuant to Article 10 of the Consumer Protection Act (Official Gazette no. 41/14, 110/15) any User of the Website may express their dissatisfaction with the purchased product or service provided, in writing, whereby the company Perscripta d.o.o. will confirm receiving the complaint, in writing. You can send a complaint via mail or electronic mail to the following addresses: Perscripta d.o.o. Prekratova 61, 10 000 Zagreb or to the e-mail address:


Perscripta, as the seller, is obliged to respond in writing within 15 days of receiving the complaint. In order for Perscripta to confirm the receipt of the written complaint under Article 10, paragraph 5 of the Consumer Protection Act and then respond to it, the User must provide accurate information in order to receive the same. A written complaint form can be downloaded here.

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