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European Commission Regulation no. 524/2013 on Online Consumer Dispute Resolution, effective 09.01.2016, launched the Online Dispute Resolution Platform (ODR Platform).

The ODR platform is located on the website This link can be used by consumers for cross-border dispute resolutions.

For consumer disputes on traders from the Republic of Croatia, this is not yet possible until the procedure is supported by the necessary legal regulations by the authorized legal bodies of the Republic of Croatia.

According to the Consumer Protection Act, Article 43, paragraph 2, we inform the buyers of the seller’s liability in case of material defects of the product when entering into a long-distance contract (online shopping).

In case of damage to the contents of the shipment or the case the shipment does not contain the products that were ordered and/or purchased, please contact us by e-mail at without delay.


Prior to the conclusion of the Agreement, the user has the opportunity to review the Terms by clicking on the link located at the bottom of the starting station under “Terms of Use” (notification under Article 57 para. 1. Consumer Protection Act (Official Gazette no. 41/2014), these Terms and the notice on the right of the user to unilaterally terminate the Agreement with the form for unilateral termination of the Agreement referred to in Article 61, Para. 1. and 2. of the Consumer Protection Act.
The Customer may unilaterally terminate the Agreement within 14 (fourteen) days from the delivery of the goods to the Buyer without giving reasons. The User is not entitled to unilateral termination of the Agreement: if the service has been fully delivered to them and the delivery started with their explicit prior consent and with their confirmation that they are aware that they will lose the right to unilaterally terminate the Agreement if the service is fully delivered, if the object of the Agreement is a commodity which by its very nature is, after delivery, in-separably mixed with other things,

In order for a user to exercise the right to unilaterally terminate the Agreement, they must notify Pet Secret Ltd. of their decision to unilaterally terminate the Agreement before the deadline.

Via a statement sent by mail (to Pet Secret doo, Medarska 69, 10000 Zagreb), or by e-mail to, stating: Account number, account date, name, address, telephone, fax number or email address.

If the User unilaterally terminates the Agreement, they will be reimbursed with the money received from them, including delivery costs, without delay, and no later than 14 (fourteen) days from the date Pet Secret receives the user’s decision to unilaterally terminate the Agreement, except if the user has chosen another type of delivery that is not the cheapest standard delivery offered. The reimbursement will be made in the same way the payment was made by the user. In the event that the user agrees other-wise to the reimbursement, they do not bear any costs concerning the reimbursement. The reimbursement can be done by Pet Secret only after the goods have been returned to them or after they have been provided with proof that the goods have been sent back.

The Customer is obliged to deliver the goods or send them to Pet Secret d.o.o., Medarska 69, 10000 Zagreb without unnecessary delay, and in any case not later than 14 (fourteen) days from the day when Pet Secret sent its decision on unilateral Agreement termination.

The direct cost of returning the goods must be borne by the user themselves. The user kindly asks to be contacted at before terminating the Agreement to be informed of the procedure for returning the goods.
The user is in accordance with Article 77, paragraph 5. of the Consumer Protection Act, responsible for any loss of value of the goods resulting from handling of the goods, except for the handling that was necessary to determine the nature, characteristics, and functionality of the goods.

If at the user’s request, the delivery of the service commenced during the termination period for the unilateral termination of the Agreement, the User is obliged to pay to Pet Secret an amount commensurate with what was delivered by the time the User notified Pet Secret of the unilateral termination of the Agreement.

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