Refund policy
GENERAL INFORMATION
The customer has the right to return the purchased products for two reasons:
I. right to unilateral termination of the contract
II. products with an error or wrongly delivered products
In both cases, returned products must be unused, with original packaging and undamaged. If these instructions are not followed, Crazy Hills reserves the right to refuse the return and not issue a refund.
Regarding refunds, you will be refunded the same way you made the payment. If you used a gift card, we will issue a new one. Refunds will be issued no later than 14 days after Crazy Hills receives the returned products or you provide us with proof that you have returned the products. You will receive a refund of the price paid and the cost of standard shipping for the returned products.
We do not exchange products. If for any reason you decide to return the products, i.e. exchange for another, visit the webshop and make a new purchase.
The cost of shipping returned products is paid by the Buyer.
In both cases, you can return the products to our warehouse address:
CH Innovations j.d.o.o.
Kućan Ludbreški 57
42230 Ludbreg
Croatia
The following products are excluded from the possibility of return:
a) special products
b) products from collaboration
c) products from "Buy one, get one free" and "Buy two, get one free" sales
d) products from the so-called "mystery" promotion
e) products marked as final sale
RIGHT TO UNILATERAL TERMINATION OF THE CONTRACT
The customer has the right to unilaterally terminate the Agreement without giving any special reason by notifying Crazy Hills of this decision by sending an e-mail to: hi@crazyhills.com, within a period of 14 days after receiving the purchased products.
DEFECTIVE OR WRONGLY DELIVERED PRODUCTS
Although Crazy Hills has very strict quality controls during production and shipping, in rare cases you may receive defective products or products that are different from the ones you ordered as a result of an unintentional error during shipping (defective products are considered to be a defect visible on the product within two months from the date you received it, and which is not caused by normal use). If you have received such items, please contact us by email: hi@crazyhills.com, quoting the order reference number and invoice number, as well as the reason for the return and photos of the faulty or incorrectly delivered product. We will advise you within 48 hours on how to proceed with the return. Once we receive the product, we will inspect the product and issue you a refund. Remember to include a copy of order confirmation along with the product you are returning.
COMPLAINTS POLICY
If you have any complaints, our customer service team is available to resolve any issues you may have and you can file a complaint by contacting them at hi@crazyhills.com.
We try to resolve complaints within 7 days, but if we need to a more detailed investigation, this may take a little longer. However, we will always keep you informed of what is happening.
We aim to take a fair and reasonable approach to all complaints, but if you are unhappy with our decision or service at any time, please let us know.
From 15 February 2016, by a special EU regulation, disputes about online purchases across the EU can be resolved through the ODR platform for online consumer dispute resolution. The customer can access the online platforms for resolving consumer disputes via the https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.show&lng=EN
This means that regarding online purchases within the EU (defective product, refund issues, etc.) you can file a complaint more quickly and easily at the link above, and the complaint can be filed in any of the 23 official EU languages .
