Delivery
GALEN PHARMA will deliver the ordered goods following the business conditions of the GLS delivery services. When creating an order, the buyer is obliged to provide a complete and accurate delivery address. GALEN PHARMA will inform the customer of the right to cancel the purchase and will provide all necessary information related to the address to which the customer can send a complaint in case of complaints and reclamations.
If the consumer (recipient) is not at the address at the time of delivery, it is possible to pick up the package in accordance with the terms of business of GLS. GALEN PHARMA will forward to the selected delivery service information for contacting the customer.
The seller reserves all rights to choose another delivery service in the event it can make the delivery more efficiently.
Delivery times depend on the location of delivery.
Approximate delivery times are:
Delivery time also depends on the shipping method you choose when ordering.
We deliver products to the territory of the Republic of Croatia within 5 working days (Saturday, Sunday and non-working days excluded), and to the customer at an address within the European Union within 10 working days (Saturday, Sunday and non-working days excluded) from the conclusion of the sales contract if we have the product in stock. If we do not have the product in stock at the time of concluding the sales contract, the previously stated delivery deadlines do not apply. If for any reason we are unable to deliver any of the ordered products, the customer will be contacted, by phone or e-mail, by an employee of Galen Pharma d.o.o. for the purpose of agreeing on the delivery of a replacement product or possible cancellation of the ordered product.
Shipping costs
Packaging and delivery costs depend on the location of delivery, the quantity of the product and the total price of the order. The delivery services we use for delivery is GLS.
The delivery price depends on the shipping method you choose when ordering:
The delivery cost for the consumer is free of charge in the case of a total order amount that is greater than:
Price list is subject to change without notice.
Shipping costs are calculated in the cart.
The right to cancel the order and terminate the contract
In accordance with the Article 72, paragraph 1 of the Consumer Protection Act (NN 41/2014), the consumer has the right, without giving reasons, to unilaterally terminate a contract concluded outside business premises or concluded remotely within 14 days of receipt of the product.
In accordance with the Article 10 of the Consumer Protection Act (NN 41/2014, 110/15, 14/19), the consumer may file a complaint at the business premises of Galen Pharma d.o.o., Stjepana Radića 18, 48350 Đurđevac, Croatia VAT ID HR95629403262 or submit it to:
For the consumer to receive a response to the complaint in accordance with Article 10, paragraph 5 of the Consumer Protection Act within 15 days from the date of receipt of the complaint, the consumer must provide accurate information for the receipt of the same.
The consumer must return the goods without delay, and no later than 14 days from when, in accordance with Article 74 of the Consumer Protection Act (NN 41/2014), he informed the trader of his decision to terminate the contract.
The consumer is obliged to return the products to the address: Galen Pharma d.o.o., Stjepana Radića 18, 48350 Đurđevac, Croatia.
The consumer is obliged to return the products to the seller undamaged and in the same quantity, unless the product is destroyed, damaged, lost or its quantity is reduced through no fault of the consumer. The product must be returned undamaged and unused, in the original factory packaging.
The consumer is obliged to bear all direct costs of product return. The consumer is responsible for any impairment of the goods resulting from the handling of the goods, other than that was necessary to determine the nature, characteristics, and functionality of the product.
When the consumer terminates the contract, he is obliged to send the invoice he received when ordering, personal data, and transaction account data to which the seller will make a refund. The seller shall, within 14 days of receiving notification of the consumer’s decision to terminate the contract in accordance with Article 74 of the Consumer Protection Act (NN 41/2014), return to the consumer everything the consumer has paid under the contract.
Upon cancellation of an order, where a discount with a promotional code has been used, these funds are considered a discount and are not returned to the user. Only the amount paid will be refunded to the consumer’s bank account.
The form for unilateral termination of a contract concluded at a distance can be downloaded by the consumer here.
Complaints and disputes
GALEN PHARMA makes every effort to fulfil its duty to establish an effective complaint handling system and to designate a person with whom the customer can contact by phone or email in the event of a problem.
You can download the form for unilateral termination of a distance contract here.
In accordance with the Article 10 of the Consumer Protection Act (NN 41/2014, 110/15, 14/19), the consumer may file a complaint at the business premises of Galen Pharma d.o.o., Stjepana Radića 18, 48350 Đurđevac, Croatia VAT ID HR95629403262 or submit it to:
The appeal procedure is confidential. GALEN PHARMA will acknowledge receipt of the complaint within five working days and will notify the consumer of the processing period and the progress of the procedure.
GALEN PHARMA is aware that an essential feature of a consumer dispute, at least as far as judicial resolution is concerned, is the disproportion between the economic value of the claim and the costs incurred in resolving the dispute itself. This is also the main obstacle for the consumer not to initiate a lawsuit. Therefore, GALEN PHARMA strives best to resolve all disputes amicably.
In the event of a dispute, GALEN PHARMA and the consumer will resolve the dispute amicably, and if this is not possible, the court with real and territorial jurisdiction shall have jurisdiction with the application of Croatian law.
Alternative Consumer Dispute Resolution
As of February 15, 2016, you have the right and opportunity to resolve disputes related to online shopping throughout the European Union in just a few clicks on this site. The European Commission has designed a platform for such dispute resolution that is accessible to all citizens of the European Union.
The platform is intended for alternative (out-of-court) settlement of domestic and cross-border disputes arising from sales contracts or service contracts between traders established in the Republic of Croatia and consumers residing in the European Union (hereinafter: EU) in proceedings before alternative bodies. resolving consumer disputes (hereinafter: ARPS bodies) that are authorized to conduct conciliation or make a non-binding or binding decision on the dispute.
When consumers and traders lodge a complaint, dispute resolution bodies will act as intermediaries between the two parties to resolve the issue.
Once an agreement is reached on who will resolve the dispute, the platform automatically forwards the dispute to that body, which is obliged to resolve the dispute completely within 90 days via the Internet.
The online platform for online alternative dispute resolution from 15 February 2016, as well as for all citizens of the European Union, is available to you here .
