Complaint Policy

Complaint Policy

1. General Provisions

The Complaint Policy is an integral part of the General Terms and Conditions of the seller Action Yachts d.o.o., OIB: 16033688533, with its registered office at Savska cesta 32, 10000 Zagreb, registered in the Commercial Register (hereinafter referred to as the "Seller" or "Action Yachts"), and describes the procedure for handling complaints regarding goods purchased from Action Yachts.

The buyer is obliged to familiarize themselves with the Complaint Policy and the General Terms and Conditions (hereinafter referred to as "GTC") before placing an order. The buyer also acknowledges that they must provide Action Yachts with the necessary cooperation required to process a complaint; otherwise, the complaint handling period will be extended by the time during which the buyer fails to provide the required cooperation.

By concluding the purchase contract and accepting the goods from the seller, the buyer agrees to this Complaint Policy.

The definitions contained in this Complaint Policy take precedence over those in the GTC. If a term is not defined in this Complaint Policy, it shall be understood as defined in the GTC. If it is not defined there either, it shall be interpreted according to the applicable legal regulations.

In the case of service provision as part of a purchased or agreed service, the service intervention is exclusively governed by the terms of the respective service.

 2. Quality Guarantee

As proof of the warranty, Action Yachts issues a purchase document (invoice)for each purchased item, containing the legally required information necessary to claim the warranty (including product name, warranty period, price, quantity, and serial number).

Upon the buyer's explicit request, Action Yachts will provide a warranty certificate. However, by default, if the nature of the product allows, the seller issues a purchase document containing the required information instead of a warranty certificate.

If necessary, given the nature of the provided warranty, Action Yachts will clearly explain the warranty terms in the warranty certificate, specifying its scope, conditions, duration, and the process for making claims. The warranty certificate will also state that the provision of the warranty does not affect the buyer's statutory rights related to the purchase.

The period for exercising defective performance rights and the specific rights from defective performance are the same for both consumer buyers and business buyers.

3. Period for Exercising Defective Performance Rights

The period for exercising rights due to defective performance starts from the date the buyer receives the goods, i.e., the date stated on the purchase document or warranty certificate.

The period is as follows:

• New goods (including unpacked items): 24 months
• Nearly new goods: 21 months (nearly new goods refer to used items that have been inspected by our experts and labeled as such)
• Used goods: 12 months (used goods refer to labeled items that have been used or serviced without defects, where the completeness of packaging does not hinder the full use of the product)
• Refurbished goods: 12 months (refurbished goods are labeled as "refurbished" and have undergone service intervention by our experts)

For consumable goods (e.g., cosmetics, hygiene products, etc.) and medicinal products (OTC), the buyer is entitled to claim a defect within 24 months, unless an expiration date is indicated on the product, in which case the period is reduced to the date marked on the packaging.

If a defect appears within one year of purchase, it is assumed that the defect existed at the time of receipt unless the seller proves otherwise.

4. Rights from Defective Performance

If an item has a defect, the buyer may request its removal. At their discretion, they may request a new defect-free item or a repair unless the chosen method is impossible or disproportionately costly compared to the other option. This is assessed based on the significance of the defect, the value the item would have without the defect, and whether the defect can be remedied without significant inconvenience to the buyer.

The seller may refuse to remove a defect if it is impossible or unreasonably costly, considering the significance of the defect and the item's value without the defect.

The buyer may request an appropriate discount or withdraw from the contract if:

• The seller refused to remove the defect or failed to remove it in accordance with the law
• The defect reoccurs repeatedly
• The defect constitutes a substantial breach of the contract
• It is evident from the seller’s statement or circumstances that the defect will not be remedied within a reasonable time or without significant inconvenience to the buyer

A reasonable discount is determined as the difference between the value of a defect-free item and the defective item received by the buyer.

If the buyer withdraws from the contract, the seller will refund the purchase price without undue delay after receiving the item or once the buyer proves they have sent the item.

5. Quality at the Time of Receipt
The seller is responsible for ensuring that the item is defect-free upon receipt. In particular, the seller guarantees that at the time the buyer received the item:

• It has the characteristics agreed upon by both parties or, in the absence of an agreement, the characteristics expected based on its description or advertising
• It is fit for the purpose stated by the seller or for which such an item is usually used
• It is in the appropriate quantity, size, or weight
• It complies with legal regulations

If a defect appears within one year of receipt, it is assumed that the item was defective at the time of receipt unless the seller proves otherwise.

6. Warranty Conditions

Inspection Upon Receipt
The buyer must inspect the received goods upon personal pickup, ensuring completeness and checking for packaging damage.

If collecting from a carrier, the buyer must inspect the shipment’s condition (including package count, intact security tape, and packaging condition) according to the transport document. Any discrepancies must be noted in the carrier’s handover protocol or reported via email at sales@actionyachts.eu.

Filing a Complaint
For faster processing, the seller recommends filing complaints directly at an authorized service center, if available for the respective item. The list of authorized service centers is available [here].

The buyer may also file a complaint at any of the seller's stores. If preferred, Action Yachts can arrange for the defective item’s collection.

For postal complaints, send the item to:
Action Yachts – Complaints
Šetalište kneza Branimira 1, HR-23210 Biograd na Moru, Croatia

The shipment must include the defective item and its essential accessories. Including the original purchase document or another warranty proof is recommended.

Testing and Processing Time
Complaints are processed within 30 days, unless extended by mutual agreement. If resolved via exchange, the original warranty period applies. 

7. Final Provisions
This Complaint Policy does not affect the buyer’s statutory rights. It is valid from January 29, 2025, and replaces previous versions.

Available at Action Yachts' offices and online at www.jetblade.eu.