Returns & Right of Withdrawal
Last updated: 2026-09-03
As a consumer you may withdraw from the contract within 14 days without giving a reason. Here is how to do it and what applies to cosmetics.
Withdrawal period
The 14-day period runs from the day you, or a person you nominated, took possession of the goods. If an order arrives in several parcels, it runs from the last one.
How to withdraw
Send us an unequivocal statement of withdrawal at info@bellami.hr or by post to Zagrebačka ulica – Via Zagabria 15, 52100 Pula, Croatia. You may use the model withdrawal form; it is enough that you send the statement before the period expires.
Please include your order number and the items you are returning so we can process the refund faster.
Returning the goods
Send the goods back without delay and no later than 14 days after notifying us. Products should be unused, in their original packaging and with the protective seal intact.
The direct cost of return is yours unless we expressly agree otherwise. You are liable for any diminished value caused by handling beyond what is necessary to establish the nature and characteristics of the goods.
Refunds
We refund all payments received, including standard delivery cost, no later than 14 days after receiving your withdrawal notice, using the same means of payment you used. We may withhold the refund until we receive the goods or proof that you sent them.
If you chose a delivery method more expensive than our standard one, the difference in delivery cost is not refunded.
When withdrawal is not possible
Sealed cosmetics that have been opened cannot be returned for health and hygiene reasons. The same applies to products made to your specification and to goods with a rapidly approaching expiry date.
This does not affect your rights if a product is defective, damaged or delivered in error — in that case contact us and we will arrange a replacement or refund.
Model withdrawal form
Complete and return this form only if you wish to withdraw from the contract. Using it is not obligatory — any other unequivocal statement does just as well.
To: Dobar prijatelj j.d.o.o., Zagrebačka ulica – Via Zagabria 15, 52100 Pula, Croatia, email: info@bellami.hr
I/We __________ hereby give notice that I/we withdraw from my/our contract of sale of the following goods __________, ordered on __________, received on __________.
Consumer's name: __________
Consumer's address: __________
Order number: __________
Consumer's signature (only if this form is sent on paper): __________
Date: __________