Terms of Use and Sale

1. Who runs the store

The bellami.hr online store is operated by Dobar prijatelj j.d.o.o., Zagrebačka ulica – Via Zagabria 15, 52100 Pula, Croatia, OIB (company ID): 76701332462 (the “Seller”, “we”).

For any question about orders, products or these terms, write to info@bellami.hr. Full company details are listed under Company Information.

2. Who these terms apply to

The terms apply to every visitor and customer of the store. If you buy outside your trade, business or profession, you are a consumer and enjoy all the rights under Croatian consumer protection law described here.

Customers ordering within a registered business activity (salons, sole traders, companies) are not consumers in that sense: the 14-day withdrawal right in section 8 does not apply to them, while our statutory liability for defects does.

3. Customer account

You can order with or without registering. If you open an account, you are responsible for the accuracy of your details and for keeping your credentials safe; tell us immediately if you suspect unauthorised use.

We may restrict or close an account in case of misuse, false information, or attempts to compromise the security of the store.

4. Products, availability and presentation

Offers are valid while stocks last. Photographs, descriptions and ingredient lists come from the manufacturers and are informative; manufacturers occasionally change packaging or formulation, so the delivered product may differ slightly from the images.

On-screen colours depend on your device settings and cannot be treated as an exact rendering of a shade. Before first use of a new cosmetic product we recommend a patch test on a small area of skin and reading the ingredient list on the packaging; results vary from person to person and promotional material is not a guarantee of a specific outcome.

5. Prices

All prices are in euro (EUR). Retail prices include VAT; partner (wholesale) prices are shown excluding VAT, with the tax amount calculated before you confirm the order.

Prices may change, but the price shown when you submit your order is the price that applies to it. If a technical error displays an obviously incorrect price, we will contact you before shipping and offer either the correct price or cancellation at no cost to you.

6. How the contract is formed

The display of products is an invitation to make an offer. Your offer is the order you submit; the automatic message acknowledging it is a receipt, not yet an acceptance.

The contract is concluded when we send you an order confirmation or hand the order over for shipping, whichever happens first. We may decline an order if the product is unavailable, if we suspect misuse or unauthorised resale, or if the delivery details are incomplete.

7. Payment

Card payments (Visa, Mastercard, Maestro) are processed by Stripe, a certified payment provider. We never see or store your card data on our servers. Express checkout via Apple Pay and Google Pay is supported, as is payment against a proforma invoice (bank transfer) for orders within Croatia.

We ship once the payment has been authorised or, for bank transfers, once the funds are visible on our account. Any fees charged by your bank or card issuer are not part of the purchase price and are outside our control.

Invoices are issued in line with tax regulations and delivered electronically as well as with the parcel.

8. Delivery and passing of risk

We deliver to addresses in the Republic of Croatia only. We do not accept orders shipping outside Croatia — the country field at checkout is fixed to Croatia. You may instead choose local pickup at Lotus Villas Resort, Medulinska cesta 15, Pula.

Stated delivery times are estimates, not guaranteed dates. For consumers, the risk of loss or damage passes when the parcel is handed over to you; for business customers it passes when the goods are handed to the carrier.

Please inspect the parcel on delivery, note any visible damage with the courier straight away and let us know — it makes resolving the claim much faster. Zones, times and costs are listed on the Shipping page.

9. Right of withdrawal within 14 days

A consumer may withdraw from the contract without giving a reason within 14 days of the day on which they, or a person they nominated, took possession of the goods. An unequivocal statement sent within that period is enough.

Send it to info@bellami.hr or by post to Zagrebačka ulica – Via Zagabria 15, 52100 Pula, Croatia; you may also use the model withdrawal form. Return the goods without delay and no later than 14 days after sending the notice; the direct cost of return is yours.

We refund all payments received, including standard delivery cost, no later than 14 days after receiving your notice, using the same means of payment. We may withhold the refund until we receive the goods or proof that they were sent. If you chose a delivery method more expensive than our standard one, the difference is not refunded. You are liable for any diminished value resulting from handling beyond what is necessary to establish the nature and characteristics of the goods. See the Returns page for details.

10. When the withdrawal right does not apply

Croatian consumer law provides exceptions to the withdrawal right. The one most relevant to our range concerns sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed — this covers cosmetics whose protective film or seal has been removed, or which have otherwise been opened and used.

The exceptions also cover goods made to your specification or clearly personalised, and goods liable to deteriorate or expire rapidly. By unsealing a cosmetic product you accept that the withdrawal right is lost for that item; this does not affect your rights if a product is defective or was delivered in error.

11. Defects and liability

We are liable for material defects existing at the time the risk passed, under the Croatian Civil Obligations Act. Consumers should notify us of a defect within two months of discovering it and no later than two years after receiving the goods.

Where a complaint is justified, you are entitled to repair or replacement, a price reduction, or termination of the contract, in the order and under the conditions set by law.

Our total liability per order is limited to the price paid for the products the complaint concerns. We are not liable for indirect or consequential damage, nor for damage caused by use contrary to the manufacturer's instructions, use after the expiry date, or individual sensitivity to ingredients. Nothing here excludes liability that cannot be excluded under mandatory law.

12. Partner orders

Partner (wholesale) conditions are available only to business users with an approved account. Partner prices, discounts and payment terms are confidential and intended solely for the approved partner.

A partner account must not be used to buy on behalf of third parties or to resell contrary to the agreed terms. Breach may lead to withdrawal of partner status and cancellation of open orders.

13. Customer complaints

Written complaints can be sent to info@bellami.hr or by post to Zagrebačka ulica – Via Zagabria 15, 52100 Pula, Croatia. We record every complaint and provide a written reply within 15 days of receiving it.

To speed things up, please include your order number, a description of the problem and, where possible, a photo of the product or packaging.

14. Intellectual property

The content of this store — text, photographs, graphics, logos, the selection and arrangement of content, and the software — is protected by copyright and related rights belonging to Dobar prijatelj j.d.o.o. or to rights holders who licensed it to us.

You may browse and save content for personal, non-commercial use. Reproduction, publication, distribution or creation of derivative works without our written consent is not permitted. Brand names and logos of the products we sell are trademarks of their owners and are used solely to describe the goods.

15. Personal data

We process personal data in line with the General Data Protection Regulation (GDPR) and Croatian law. What we collect, why we process it, how long we keep it and what your rights are is explained in our Privacy Policy, which forms part of these terms.

16. Force majeure and availability

We are not liable for failure or delay caused by circumstances beyond our reasonable control, such as natural disasters, epidemics, war, strikes, supply-chain disruption, decisions of public authorities, or disruptions affecting carriers and telecommunications.

The store may occasionally be unavailable for maintenance or upgrades. We keep such interruptions as short as possible and do not guarantee uninterrupted availability.

17. Changes to these terms

We may amend these terms to reflect legal or business changes. A new version applies from the moment it is published on this page and does not affect contracts already concluded.

The version in force when you submit an order is the one that governs that order.

18. Governing law and disputes

These terms are governed by the law of the Republic of Croatia. Before any formal proceedings we will try to settle the matter by agreement, so please contact us first.

Failing agreement, the competent court is the one with subject-matter jurisdiction at the Seller's registered seat in Pula, without prejudice to consumers' rights under mandatory rules on jurisdiction.

A consumer dispute may also be referred to a body for the alternative resolution of consumer disputes. The list of bodies notified in the Republic of Croatia is maintained and published by the ministry responsible for the economy.

19. Final provisions and contact

If any provision of these terms proves void or unenforceable, the remaining provisions stay in force and the void one is replaced by a valid provision closest to its purpose.

Dobar prijatelj j.d.o.o. · Zagrebačka ulica – Via Zagabria 15, 52100 Pula, Croatia · OIB: 76701332462 · info@bellami.hr