Returns and complaints

These rules explain how to cancel an order, how to return a product, and what to do if a product arrives damaged. The seller is OPG Oaza Bee, Koprivnička ulica 32, 48306 Sokolovac, Croatia (MIBPG 287585), e-mail narudzbe.oazabee@gmail.com, phone +385 91 723 5851.

In short

• You can cancel an order free of charge until you collect it or we send it.
• You can return unopened products within 14 days of receiving them, without giving a reason — except gift boxes put together to your wishes.
• We cannot take back opened products: they are sealed food and cosmetics that cannot be resold for health and hygiene reasons.
• If a product arrives damaged or you did not get what you ordered, we replace it or refund you, at no cost to you.

Cancelling before collection or dispatch

You can cancel an order with a short message to narudzbe.oazabee@gmail.com or a call to +385 91 723 5851 until you collect it or we send it. We charge nothing for this, and if you have already paid, we refund the full amount.

The exception is gift boxes with a personalised message or contents chosen by you: once we have started putting them together, such an order can no longer be cancelled.

Your right to withdraw within 14 days

As a consumer, you can withdraw from an order placed through the website, by e-mail or by phone within 14 days, without giving a reason. The period starts on the day you, or a person you name who is not the carrier, take possession of the products. This applies to delivery and to collection in person alike.

How to withdraw. Send us a clear statement that you are withdrawing, by e-mail to narudzbe.oazabee@gmail.com or by post to OPG Oaza Bee, Koprivnička ulica 32, 48306 Sokolovac, Croatia. You can use the form at the bottom of this page, but you do not have to. You meet the deadline if you send your statement before it expires.

How to return the products. Send the products back no later than 14 days after the day you sent us your statement: by post to our address, or in person at our oasis in Sokolovac by arrangement. You pay the direct cost of sending the products back. Please pack the jars well — glass breaks.

Your refund. We refund everything you paid, including the delivery charge, no later than 14 days after the day we receive your withdrawal statement. We may withhold the refund until we have received the products back or you have sent us proof that you have sent them, whichever comes first. We refund using the same payment method you used, unless we expressly agree otherwise — for example, an amount paid in cash can be refunded by bank transfer. We charge no fee for the refund.

Condition of the products. You are only liable for any loss in value that results from handling the products beyond what is needed to establish their nature and characteristics.

When a return is not possible

Under Croatian consumer protection law, the right of withdrawal does not apply to:

• sealed products that are not suitable for return for health protection or hygiene reasons, if you have opened them after delivery — this covers all our jars (honey, perga, bee pollen, Energy Bomb), propolis bottles and tubs of Reborn Foot Care balm;
• products made to your specifications or clearly personalised, such as a gift box with a personalised message or contents you chose yourself.

Damaged, wrong or faulty products

If a jar arrives broken, a product is damaged, or you did not receive what you ordered, contact us as soon as you can at narudzbe.oazabee@gmail.com or +385 91 723 5851, ideally with a photo of the product and the packaging. We will replace the product or refund you, and we cover all delivery and return costs. As the seller we are liable for defects under Croatian law; these rules do not limit any of your statutory rights.

Some characteristics of our products are not defects. Raw honey crystallises naturally over time; that is a natural property of honey, not a fault — read more in Honey crystallisation. The colour, taste and texture of honey, perga and bee pollen vary from one harvest to the next, because they depend on what the bees foraged that season.

Written complaints

You can send us a complaint in writing: by e-mail to narudzbe.oazabee@gmail.com or by post to OPG Oaza Bee, Koprivnička ulica 32, 48306 Sokolovac, Croatia. We confirm receipt without delay and reply in writing within 15 days of receiving it.

Business customers

The right of withdrawal belongs to consumers. For company orders and corporate gifts, return terms are agreed in the offer.

Model withdrawal form