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Complaints and returns

B2B procedure for material defect claims, warranty handling, and returns.

Complaints and returns for business customers (B2B)

These conditions apply exclusively to sales contracts concluded between legal entities (business customers), where DELACCO d.o.o. acts as the Seller and another legal entity as the Buyer. Any matter not defined in these conditions is governed by the applicable Croatian Civil Obligations Act.

The application of consumer protection legislation is fully excluded.

1. Returns of goods

In transactions between legal entities, the Buyer is not entitled to return undefective goods or to unilaterally terminate the contract without a valid reason. Returns are only possible following an approved material defect claim under Section 2 of these conditions, or by a separate written agreement between the Seller and the Buyer.

2. Material defect claims

The Seller is liable for material defects that the goods had at the moment of risk transfer to the Buyer.

Buyer’s duties

  • The Buyer must inspect the goods in the usual manner immediately upon receipt.
  • Visible defects must be notified to the Seller in writing (by email) without delay, and at the latest within 8 days from the day of receipt.
  • For hidden defects (which could not be detected by usual inspection), the Buyer must notify the Seller in writing without delay, and at the latest within 8 days from the day the defect was discovered.
  • The Seller is not liable for defects that appear after six (6) months have passed from handover of the goods.

Claim procedure

The Buyer must submit the claim in writing by email to service@delacco-cranes.com with the following information:

  • Buyer company name and VAT ID
  • Invoice or delivery note number
  • Product name and SKU
  • Detailed description of the defect
  • Photo or video evidence of the defect (if applicable)

The Seller will confirm receipt of the claim and inform the Buyer of the next steps as soon as possible.

3. Warranty and warranty procedure

For products covered by a warranty, the warranty period starts on the day of delivery to the Buyer. In case of a defect within the warranty period, the Seller guarantees that the defect will be remedied within a reasonable time.

Key warranty provisions

  • Place of repair: all repairs under warranty are performed exclusively at the Seller’s service centre at the address: Čret Posavski 90, 10411 Čret Posavski, Croatia. The Seller is not obliged to provide on-site service unless this is expressly and separately agreed in the contract or quotation.
  • Transport costs: the Buyer is responsible for delivering the product to the Seller’s service centre at its own cost and risk.
  • Collection of the product: after the repair has been completed, the Buyer must collect the product from the Seller’s service centre.
  • The warranty does not cover damage caused by improper use, mechanical damage, the use of non-original parts, or repairs by unauthorised persons.

4. Dispute resolution

The Seller and the Buyer will attempt to resolve any dispute amicably and through dialogue. If no agreement is possible, the parties agree to the jurisdiction of the competent court in Zagreb, Croatia, applying the laws of the Republic of Croatia.