Terms & Conditions

These Terms & Conditions are subject to the Consumer Protection Act (Official Gazette 41/2014), Title III – Conclusion of Contracts Outside Business Premises and Distance Contracts, Articles 57–79.

General Terms of Business

Merchant

The merchant is SUZA T.B. d.o.o., Bregi 75/K, 51211 Matulji, OIB: 06753037189, operating under the trade name suza-tb.hr. Prices include VAT. The currency is the Euro (EUR).
For 1L and 0.5L bottles, a refundable fee of €0.10 applies. This fee is not included in the listed price, is charged separately, and is exempt from VAT.

Customer

A customer is any visitor to the webshop who selects at least one product, adds it to the cart, pays via credit card, bank transfer, or payment slip, and submits the order to the merchant.
The sale of alcoholic beverages to persons under 18 years of age is strictly prohibited.

Images and Descriptions

All product images and descriptions are the property of Suza T.B. Webshop employees strive to describe product features as accurately as possible. However, we reserve the right to errors in descriptions and product images. Prices, payment conditions, and promotional offers are valid only at the time of order and/or payment and are subject to change without prior notice.

Through the webshop suza-tb.hr, customers may purchase part of the assortment of products listed on the merchant’s website. Prices include VAT. The currency is the Croatian kuna (HRK). The merchant undertakes to maintain the website in accordance with good business practices and is not responsible for the quality of the internet connection through which the customer accesses the site. Regular and promotional prices listed are valid exclusively for online purchases.

Ordering

Products are ordered through the cart and are irrevocable. Orders may be placed by both registered users and guests. If the merchant is unable to deliver the product because it is out of stock or no longer available from the supplier, the merchant will notify the customer in writing. The customer may then cancel the order or accept a new delivery deadline. Should the customer choose to cancel, the merchant will refund the amount paid as soon as possible, and no later than 30 days from the delay. If the customer refuses to accept correct and undamaged goods they ordered, the merchant reserves the right to claim reimbursement for all handling and delivery costs.

Shipping

General Shipping Terms

Ordered products are delivered to the customer’s door. Delivery covers the entire territory of Croatia. Products are shipped via the courier company GLS d.o.o. (hereinafter: GLS).

The estimated delivery time is 1–3 working days, except for products where the customer is otherwise informed. Delivery to islands depends on the ferry schedule. The delivery period starts once Suza T.B. receives payment or when the credit card authorization is approved. The following working day is counted as the first day of delivery. Saturdays and Sundays are not included in the delivery period.
Delivery is charged €3.50 for orders up to €50. For orders above €50, delivery is free of charge.
To ensure better communication between the customer and courier, webshop employees provide the courier service with the phone number entered by the customer during checkout.

Additional Delivery Conditions

Products will be packaged to prevent damage during normal handling in transport. Upon delivery, the customer must check for possible damages and immediately report them to the courier or refuse to accept shipments with visible external damage. Goods are insured against loss and damage during transport.
The customer must sign the delivery note upon receipt, which the courier will keep as proof of delivery. If the customer does not receive the goods or notification of delivery within the expected timeframe, they have the right to notify the merchant so that the shipment can be traced or a replacement shipment arranged.
In case of delays caused by force majeure (lost products, damaged goods returned by the partner’s distribution center, etc.), Suza T.B. does not assume liability as “first risk” but undertakes to send a replacement product as soon as possible.

Payment

Ordered products and services may be paid in one of the following ways:
Payment by pro forma invoice – bank transfer (via post office, bank, FINA, or internet banking)
Credit and/or debit cards: MasterCard, Visa, Maestro
Credit card payments are processed through the WSPay system, secured by the SSL (Secure Socket Layer) protocol. Before making payment, the customer must complete the online order form.
After a correctly filled order form is submitted, the merchant will send the customer an order confirmation to the email address provided.

For payments via e-banking or bank transfer, the payment deadline is 15 days. After this period, the merchant cannot guarantee stock availability. Order processing begins once payment is visible in our account. If payment arrives after the deadline and the product is still available, delivery will proceed. If the product is unavailable, the customer will be refunded within 30 days.

Payment Security

WSPay, as the processor of credit card authorization and payment, handles personal data as a data processor in compliance with the General Data Protection Regulation (GDPR 2016/679) and PCI DSS L1 security standards.

WSPay uses a 256-bit SSL certificate and TLS 1.2 cryptographic protocol as the highest levels of protection for data entry and transfer.
Personal data used for authorization and payment, or for fulfilling contractual obligations, is treated as confidential.

WSPay does not process or use personal data for purposes other than fulfilling the contract of authorization and payment.

WSPay guarantees compliance with all applicable data protection regulations, and confirms implementation of all necessary technical, organizational, and security measures, as evidenced by the PCI DSS L1 certificate.

Product Exchange / Complaints / Returns

The customer has the right to return goods in the following cases:

• Delivery of goods not ordered
• Delivery of goods with defects or damage not caused during transport
• Other cases in accordance with legal regulations

Replacement of defective products

The customer may exchange purchased goods within 14 days of delivery. The webshop suza-tb.hr undertakes to replace the returned product with an identical or similar product of the same price and quality category within 30 days of receiving the request.
Returned products must be in undamaged original packaging. Products with visible damage, altered products, or those without original packaging cannot be exchanged.

The merchant will approve a refund after receiving a justified complaint. If replacement is not possible, the merchant will refund the product’s value. In cases where the return is not due to the merchant’s fault, the customer bears all handling costs

Contract Cancellation (Right of Withdrawal)

The customer may cancel the contract without stating a reason within fourteen (14) working days. The cancellation period begins on the day the customer receives the product.
The customer must notify the merchant in writing, either by email at info@suza-tb.hr or by post at:

SUZA T.B. d.o.o.
Bregi 75/K
51211 Matulji.

The contract is considered cancelled once the merchant receives written notice.
In case of cancellation, the customer must return the product at their own expense within 7 days of cancellation. Returned product(s) must be complete, in original and undamaged packaging, with all undamaged parts, accessories, and documentation. Used products cannot be returned.
The customer’s right to cancel is in accordance with the Consumer Protection Act, Section IV, Article 72 on distance contracts.

Every contract concluded by means of distance communication may be terminated by the consumer within fourteen days without providing any reason.
For sales contracts, the cancellation period begins on the day the goods are delivered into the possession of the consumer or a third party designated by the consumer (other than the carrier).
If the consumer has ordered multiple items under one order, to be delivered separately, or goods delivered in several parts or shipments, the cancellation period begins on the day the last item or shipment is delivered.
The merchant undertakes to refund the full amount paid by the customer within fourteen (14) working days of receiving written notice of contract termination.

Exclusion of the Right to Cancel the Contract

The right of withdrawal does not apply in the following cases:

• the sale of products or services whose price depends on fluctuations in the financial market beyond the merchant’s control, which may occur during the withdrawal period,
• the sale of products made according to the consumer’s specification, custom-made products, or products which by their nature cannot be returned or are subject to rapid deterioration,
• the sale of audio or video recordings, or computer software that the consumer has unsealed,
• the sale of books and other publications.

Dispute Resolution

In the event of a dispute between the consumer and the merchant, a complaint may be submitted to the Court of Honour of the Croatian Chamber of Commerce, the Court of Honour of the Croatian Chamber of Trades and Crafts, a mediation proposal to the Mediation Centre, or to the European Commission through the Online Dispute Resolution platform. The merchant and the consumer will attempt to resolve any disputes by agreement and amicably. In the absence of an amicable settlement, the competent court shall be the Court in Zagreb.

By purchasing a product, the customer accepts these Terms & Conditions.