General Provisions

These General Terms and Conditions regulate the relationship between the merchant and customers who use the web shop on the website: https://store.cortessagroup.com
Company name: Cortessa J.D.O.O.
Registered office: Ulica Poduzetnička zona II 18, Virovitica, Republic of Croatia
OIB (Personal Identification Number): 68426377735
E-mail: contact@cortessagroup.com

Company registered in the Commercial Register: Commercial Court in Bjelovar (registration no.: Tt-26/181-4)
Bank account at Raiffeisenbank Austria d.d.: IBAN HR7024840081135493020

By using the web shop, the user confirms that they are familiar with and accept these Terms.

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Subject of Sale

The web shop enables online purchase of products listed on the website.
Product descriptions, photos, and prices are available with each product.
The merchant reserves the right to change the assortment at any time.

 

Prices

All prices are expressed in euros (EUR) and include VAT unless stated otherwise.
Shipping costs are not included in the product price and are shown before order completion.
The merchant reserves the right to change prices without prior notice, but the price valid at the time of ordering applies.

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Ordering Procedure

Purchases are made via the web shop by:

• Selecting products and adding them to the cart

• Entering delivery and billing details

• Selecting a payment method

• Confirming the order

After placing an order, the customer will receive an order confirmation via e-mail.

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Payment Methods

Purchases can be paid using the following credit and debit cards:

• Visa

• Mastercard

• Maestro

• Diners

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Card payments are processed through a secure online payment system, and card data is never accessible to the web shop.

Customers may also pay via:

• Internet banking / bank transfer

• Cash on delivery (if available)

• Other payment methods listed in the web shop​​​​

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Delivery

Delivery is available within the Republic of Croatia.
Delivery time is up to 10 working days unless otherwise stated for a product.
Shipping costs are shown before order confirmation.
The merchant is not responsible for delays caused by the delivery service or force majeure.

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Right of Unilateral Contract Termination (Withdrawal / Return)

Customers have the right, without giving a reason, to unilaterally terminate the contract within 14 days from the date of receiving the product, in accordance with the Consumer Protection Act.

To exercise this right, customers must notify the merchant via e-mail: contact@play.cortessagroup.com

The product must be returned unused, undamaged, and in original packaging.
Return shipping costs are borne by the customer unless otherwise agreed.
More details on the right of withdrawal are provided in section 15 of these Terms.

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Complaints and Objections

Customers may submit written complaints via:
E-mail: contact@play.cortessagroup.com
Mail: Ulica Poduzetnička zona II 18, 33000 Virovitica, Republic of Croatia

All complaints will be answered within the statutory period of 15 days.

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Liability

The merchant is not responsible for possible errors in product descriptions but undertakes to correct them as soon as possible.
Product photos are illustrative and may differ from the actual appearance.

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Personal Data Protection

The merchant undertakes to protect customers’ personal data in accordance with applicable data protection regulations.
Data is used solely for order processing and service improvement.
Details are available in the Privacy Policy.

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Cookies

The web shop uses cookies to improve user experience and website functionality.
By using the web shop, the user agrees to the use of cookies.

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Intellectual Property

All web shop content (texts, images, design, logos) is protected by copyright and may not be used without prior written consent from the merchant.

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Amendments to the Terms

The merchant reserves the right to amend these Terms at any time.
All changes take effect upon publication on the website.

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Applicable Law and Dispute Resolution

These Terms are governed by the law of the Republic of Croatia.
In case of disputes, jurisdiction lies with the competent court according to the merchant’s registered office.

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Instructions for Unilateral Contract Termination

The merchant must provide consumers with clear instructions regarding unilateral contract termination on paper or another durable medium, including:

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1. Calculation of the Withdrawal Period

You may withdraw from the contract within 14 days without giving any reason.

To exercise your right, you must notify us before the deadline expires by an unequivocal statement sent by mail, fax, or e- mail, stating your name, address, phone/fax number, or e-mail address.

You may also use the withdrawal form provided in section B of this annex.

The withdrawal period expires 14 days from the day:

(a) you or a third party (other than the carrier) take possession of the goods – for sales contracts

(b) you take possession of the last item or shipment – for contracts involving multiple deliveries

(c) you take possession of the first item – for regular delivery of goods over a period

(d) conclusion of the contract – for services or digital content not supplied on a tangible medium

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2. Refund

If you withdraw, we will reimburse all payments received, including delivery costs (except additional costs for non-standard delivery), without delay and no later than 14 days after receiving your withdrawal notice.

Refunds will be made using the same payment method unless otherwise agreed.

For sales contracts where the merchant has not offered to collect the goods:

Refunds may be withheld until the goods are returned or proof of return is provided.

 

3. Return of Goods

The merchant must choose one of the following options:
(a) We will collect the goods.
(b) Return or hand over the goods to us or an authorized person without undue delay and no later than 14 days after withdrawal.
 (c) The obligation is fulfilled if the goods are sent before the deadline.

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​4. Return Costs

The merchant must choose one option:
(a) We bear return costs.
(b) You bear direct return costs.
(c) You bear fixed return costs of ___ EUR if goods cannot be returned by post.
(d) You bear return costs up to ___ EUR if costs cannot be calculated in advance.
(e) We will collect goods at our expense (for off-premises contracts).

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5. Consumer Liability for Diminished Value

You are liable for any diminished value of goods resulting from handling beyond what is necessary to determine nature, characteristics, and functioning.

 

Withdrawal Form Template

1. Consumer’s name, surname, and address

2. Recipient (merchant’s name, address, contact details)

3. I hereby withdraw from the contract for the sale of the following goods / provision of services

4. Ordered / received on

5. Signature (if on paper) and date

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If online withdrawal is enabled, confirmation of receipt will be sent electronically.

 

NOTE

Withdrawal may be made using this form or any other clear statement on a durable medium.
Return of goods must be made without delay and no later than 14 days after notifying the merchant.
Return shipping costs are borne by the consumer unless otherwise stated.

Customers are advised to return products in original packaging to avoid damage.

Last updated: March 26, 2026