As a consumer buying at a distance via faga.bio, you have the statutory right to return products and receive a refund under the conditions below. This policy explains the return window, the steps to return, who pays the costs, the condition goods must be in, and when and how we issue refunds.
1. Return Window (14 Days)
You have the right to withdraw from the contract within 14 days without giving any reason. The period begins on the day you (or a third party other than the carrier indicated by you) take physical possession of the goods. For multiple items in one order delivered separately, the period begins upon receipt of the last item.
2. How to Return a Product (Steps)
To make a return, follow these steps:
- Step 1 — Notify us: before the 14-day period expires, send us a clear statement of withdrawal by email to info@indi-24.de or by post to the address in Section 7. You may use the form in Section 8 (not mandatory).
- Step 2 — Confirmation: you will receive an acknowledgment of receipt by email, along with instructions and the return address.
- Step 3 — Ship the goods: return the goods without undue delay and no later than 14 days from the day you notified us of the withdrawal.
- Step 4 — Refund: after we receive the goods (or proof of shipment), we refund you within the period stated in Section 5.
3. Who Pays the Return Shipping Cost
The direct cost of returning the goods (return postage) is borne by the customer — unless the delivered goods are defective, damaged, or incorrect, in which case we cover the return cost. We recommend using a tracked service, as the risk of loss during return lies with the sender until we receive the parcel.
4. Condition of Returned Goods
Return the goods in the condition you received them, ideally in the original packaging and with the invoice or order confirmation enclosed. You may handle the goods as you would in a shop to establish their nature, characteristics, and functioning. You are liable for any diminished value resulting from handling beyond what is necessary to establish those characteristics; in such cases we may reduce the refund in proportion to the loss in value.
5. Refund Method and Timeframe
We will reimburse all payments received, including standard delivery costs (except supplementary costs arising if you chose a delivery type more expensive than the cheapest standard delivery), without undue delay and no later than 14 days from the day we receive your notice of withdrawal.
We issue the refund using the same means of payment you used — since payment is made in advance by bank transfer, we refund by bank transfer to the account from which payment was made (or to an IBAN you provide). We charge no fee for the refund. We may withhold the refund until we have received the goods back or you have supplied proof of return, whichever is earlier.
6. Exceptions — Non-Returnable Items
Under Art. 79 of the Croatian Consumer Protection Act, the right of withdrawal does not apply to:
- Goods that are perishable or have a short shelf life (fresh microgreens);
- Goods made to the customer's specifications or clearly personalized;
- Sealed goods not suitable for return for health-protection or hygiene reasons if the seal was broken after delivery (e.g., opened shilajit, CBD, ashwagandha).
For all other goods (e.g., unopened seeds, unopened products, hydroponic towers and accessories) the right of withdrawal applies in full.
7. Return Address and Contact
INDI vl. Monika Kunstek, Drašković 3 A-D, 42220 Novi Marof, Croatia
Email: info@indi-24.de · Phone: +385 99 381 8370
Please contact us before shipping so we can confirm the exact return address and speed up processing. For claims based on material defects, see our Terms of Service (Section 8).
8. Model Withdrawal Form
To INDI vl. Monika Kunstek, Drašković 3 A-D, 42220 Novi Marof, Croatia, email: info@indi-24.de:
„I/We hereby give notice that I/we withdraw from my/our contract for the purchase of the following goods: [name]. Ordered on: [date]. Received on: [date]. Name of consumer(s): [name]. Address: [address]. Signature (only if this form is notified on paper): [signature]. Date: [date]."
9. Statutory Warranty (Material Defects)
Independently of the right of withdrawal, you have a statutory right to complain about material defects (Art. 400-422 of the Croatian Obligations Act), within 2 years of receipt. In that case you may demand repair, replacement, price reduction, or rescission, and we bear the return costs. Send complaints to info@indi-24.de with a description and photos; we respond within 15 days.
10. Online Dispute Resolution (ODR)
EU consumers may use the European Commission's Online Dispute Resolution platform: ec.europa.eu/consumers/odr.