Resolving complaints and disputes


Resolving complaints and disputes

Dear Sir or Madam, Thank you very much for your purchase in the online store. The company will try to resolve any ambiguity, comment or complaint as soon as possible, while respecting the law (Consumer Protection Act) and trying its best to reach an agreement.

Comments and complaints are received by the administrative department and dealt by the legal department.

There are several ways to contact users:

  • in writing to the address Meraki Essence d.o.o., Peroj 157a, 52215 Vodnjan (under the title attach CLAIMS)
  • in writing to the email address:


The hearing procedure is confidential. If an agreement is not possible, the litigation court in Vodnjan, Pula, shall have jurisdiction over disputes.

Meraki Essence d.o.o. will acknowledge receipt of the complaint within five working days, inform the customer how long it will take to deal with it and keep him informed of the progress of the procedure. The provider is aware that the essential feature of a consumer dispute, at least as far as judicial settlement is concerned, is its disproportion between the economic value of the claim and the costs incurred in resolving the dispute itself. This is also the main obstacle to the consumer not initiating a dispute in court. Therefore, the provider strives to the best of its ability to resolve any disputes amicably.

In accordance with legal norms, we do not recognize any provider of out-of-court settlement of consumer disputes as competent for resolving consumer disputes that could be initiated by the consumer in accordance with the Out-of-Court Settlement of Consumer Disputes Act. Meraki Essence d.o.o., which as a provider of goods and services enables online trade in the territory of Croatia and EU, publishes on its website an electronic link to the platform for online resolution of consumer disputes. 

That regulation derives from the Out-of-Court Settlement of Consumer Disputes Act, Regulation (EU) no. 524/2013 of the European Parliament and of the Council on the online settlement of consumer disputes and amending Regulation (ES) no. 2016/2004 and Directive 2009/22/EC.

Claims regarding the quality or execution of the offer itself are resolved between the buyer and Meraki Essence d.o.o.