Complaints policy

Complaints can be sent to, where you will state your first and last name, e-mail address, order number you received with the goods and a description of the reason for the complaint.

You will receive an answer no later than 8 days after receiving the complaint, in writing or electronically.

ANIMA d.o.o. has 15 days to resolve the complaint. ANIMA d.o.o. is obliged to refund the payments received from the consumer, including delivery costs, without delay, and no later than within 14 days from the day on which he received the cancellation form.

The seller is obliged to keep records of complaints received and to keep them for at least two years from the date of submission of the consumer’s complaint. The seller is obliged to issue a written confirmation to the consumer or electronically confirm the receipt of the complaint, i.e. communicate the number under which his complaint is listed in the record of received complaints.