Terms of purchase and use of the sensapharm.hr website

Please, as users, read these terms of purchase and use of the website (herein after: General Terms) before purchasing on the website https://sensapharm.hr. By accepting the General Terms and Conditions, you declare that you have read, understood and agreed to our Terms and Conditions of Purchase and Use of the Website and that you accept the terms and conditions set out therein. If you do not agree to the General Terms and Conditions, please do not use this site.

The website https://sensapharm.hr is owned by the company Sensapharm d.o.o. (herein after Sensapharm).

Terms of purchase

The customer of the Sensapharm web shop can only be an adult with full business ability. By purchasing on the Sensapharm web shop, the Buyer agrees to the terms of sale and delivery and to the General Terms of Use. The customer buys products in the Sensapharm web shop on the website www.sensapharm.hr by selecting them based on the image and basic product description. The product is ordered electronically, by adding the product to the cart. The product is considered ordered when the entire order process is completed. The Sensapharm web shop is available 24 hours a day, 7 days a week.

The user agrees that all communication is carried out by electronic communication via email and is responsible for providing the correct email address for placing the order, receiving an order confirmation, receiving information about the planned delivery of the ordered goods by the delivery service. Sensapharm is not responsible in the event that the given email address is incorrect or in the case of technical settings of the user’s computer due to which the email was not delivered.


Sensapharm d.o.o.
V. Filakovca 3, 10000 Zagreb, Croatia
Email: sensapharm@sensapharm.hr
Telephone: +385 1 65 45 997

(The price of the call and the billing unit for calls is charged at the price of the call according to the fixed networks of the user’s telecommunications operator.)


Featured product prices are retail, for customers in Croatia they contain the amount of value added tax and are expressed in HRK. For customers outside Croatia, prices are expressed in euros. Prices are subject to change. The displayed product prices do not include the price of transport, delivery or postal services, which are charged additionally. In accordance with the applicable provisions of the Consumer Protection Act, Sensapharm may, at its discretion, offer certain products at prices lower than the prices in regular sales or with a special discount available under the same conditions to all Users or only to a precisely specified group of users. Conditions of special forms of sale such as the duration of such sales, limitation of quantities of goods, the amount of discount, etc. will be described in detail on the product page. After the expiration of the sale period at prices lower than the prices in regular sales, Sensapharm cannot accept orders under conditions that apply to special forms of sale that have expired.

The delivery price is calculated at the end of the order process. The user bears the delivery costs up to the value of the order of HRK 150.00 in Croatia and up to the value of the order of 80.00€ outside Croatia in other EU member states. The cost of delivery in Croatia is HRK 40.00 with VAT. The cost of delivery outside Croatia to other EU member states is 40.00€. For orders in Croatia above HRK 151.00 with delivery, delivery costs are borne by Sensapharm. For orders outside Croatia to other EU member states over 81.00€ with delivery, the delivery costs are borne by Sensapharm.

Order confirmation

The buyer of the Sensapharm web shop will receive a Notification of order confirmation by email after the purchase. The order confirmation notice contains all the information prescribed by law.


Products purchased in the Sensapharm web shop can be paid for:

Cash on delivery only in the territory of Croatia. During delivery, the user pays the amount of the ordered goods and any delivery costs directly to the delivery person;

Internet banking or general payment slips with prioritization sending of all necessary data for payment to the e-mail address of the user for customers from Croatia and other EU Member States. The goods are sent after the payment is visible on the giro account of Sensapharm d.o.o.


Delivery of the ordered goods is done through the delivery service.

The delivery price depends on the value of the ordered goods:

for the value of the ordered goods up to HRK 150.00 in the territory of Croatia, the delivery costs are borne by the buyer;

for orders over HRK 151.00, delivery costs in the territory of Croatia are borne by Sensapharm d.o.o.;

for the value of the ordered goods up to 80.00 € in the territory of the EU Member States, the delivery costs are borne by the buyer;

for the value of the ordered goods over 81.00 € in the territory of the EU Member States, the delivery costs are borne by Sensapharm d.o.o.

The delivery service will inform the user via email about the delivery date of the ordered goods and it is his responsibility to pick up the package within the time period determined by the delivery service.

All orders received on working days (Monday – Friday) will be realized immediately, and the shipment will be delivered no later than:

• 4 working days in the territory of Croatia

• 7 working days in the territory of other EU member states.

For orders received on Saturdays, Sundays and public holidays in Croatia, the shipment will be organized on the first following working day, and the shipment will be delivered no later than:

• 4 working days in the territory of Croatia

• 7 working days in the territory of other EU member states.

If for some reason we are not able to deliver the ordered goods, we will notify you by e-mail. If the package does not arrive within the specified period of receipt of notification that the shipment has been shipped, please contact us to send you a confirmation of sending with which you can check the status of the shipment. If you do not pick up the package within a certain period of time, we reserve the right to charge the cost of returning the package and the cost of resending the package to the desired address.

Return / Complaint of delivered products

All products are inspected in detail before delivery and are delivered undamaged in good condition. All products are packed in transport boxes in their original packaging to reach the destination undamaged.

The buyer has the right to return the goods to the seller after delivery if:

• delivered goods that he did not order;

• expired goods delivered;

• delivered goods that have a defect or visible damage.

When taking over the shipment, the buyer is obliged to check for any damage and immediately report it to the delivery person who delivered the goods, ie, request the preparation of a Damage Report if he picks up the shipment at the delivery office and refuse to take over the shipment. In this case, the shipment is returned to the seller, and a new shipment will be sent to the buyer.

The buyer has the right to return incorrectly delivered items, damaged items and items that have expired. The seller will approve the return of the goods by mutual agreement (by phone or e-mail), with instructions for return and will send the user a new shipment at no additional cost.

The buyer has no right to return products that have been opened or used.

The deadline for all complaints is 15 working days from receipt of the goods. Complaints are received by e-mail: sensapharm@sensapharm.hr or contact phone +385 (0) 1 65 45 997.

In order to be able to acknowledge the complaint, the product must be returned in its original packaging, unused and undamaged (if the reason for the complaint is not damaged to the product) with the original invoice received by the customer.

The right to unilateral termination of the contract

The consumer has the right to unilaterally terminate the contract in accordance with the provisions of the Consumer Protection Act, accepting all rights and obligations in the same case (deadline, delivery costs, return of goods, impairment of goods, etc.). You can terminate the contract unilaterally within 14 days without giving a reason. In order to exercise the right to unilaterally terminate this Agreement, you must notify us of your decision to terminate the Agreement unilaterally before the deadline by an unequivocal statement sent by mail or e-mail, stating your name, address, telephone number or e-mail address.

Notice on how to file a consumer complaint

Pursuant to Directive 2011/83/EU, we inform consumers that they may express dissatisfaction with the purchased product or service by complaining in writing at our business premises, where we will acknowledge receipt of the complaint in writing without delay.

The consumer can also send a complaint by mail to the address: Sensapharm d.o.o., Vladimira Filakovca 3, 10000 Zagreb, Croatia or by e-mail to the email address sensapharm@sensapharm.hr.

Sensapharm undertakes to respond in writing to objections in writing within 15 working days from the date of receipt of the complaint.

Use of cookies

When you access a website, in general, non-personal information (number of visits, an average time of page visits, pages visited) is automatically recorded (not as part of the application). We cannot associate this information with your personal information and it is completely impersonal. We use this information to measure the attractiveness of our website and to improve the content and usefulness of the site itself. We do not use your data for other purposes and do not pass it on to third parties. Cookies are invisible documents that are currently stored on your hard drive and allow the seller to recognize your computer the next time you visit our website. The seller uses cookies only to collect information used to use the website and to optimize its online advertising activities. By using this website, you consent to the use of cookies. If you do not want to enable the storage of cookies, you can set it in your internet browser. Users who choose not to accept basic cookies will not be able to use the page https://sensapharm.hr because without the use of cookies it is not possible to register an account or add products to the cart. You can find out more about the cookie policy on the ‘Privacy Policy’ subpage.

Resolving consumer disputes

We hereby inform you that we resolve any dispute amicably – by mutual agreement, as well as your right to use out-of-court dispute resolution mechanisms with the right to initiate out-of-court dispute resolution by filing an application with the Croatian Chamber of Commerce, and/or submitting a conciliation proposal to the Croatian Conciliation Center, Chamber of Commerce. In case of impossibility to resolve the dispute amicably, the jurisdiction of resolving the dispute is agreed upon by the jurisdiction of the court in Zagreb.

Online consumer dispute resolution

In the case of consumer disputes arising from the purchase of products, it is possible to resolve such a dispute through an interactive website – Online Consumer Dispute Resolution Platform (ORS Platforms). Through the ORS Platform, which is available in all official EU languages, the customer can resolve all disputes, whether cross-border or domestic, but only if the consumer contract, which is the subject of the complaint, is concluded online. Using the ORS Platform is completely free. You can access the ORS platform by clicking on the link: https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=EN. The ORS Platform is not a tool for resolving consumer complaints, but serves to forward the consumer complaint to the appropriate ARPS body, which then resolves such a complaint, in case the consumer and the trader agree through the Platform!

Privacy protection and electronic communication

Sensapharm values your right to data confidentiality and is committed to maintaining the privacy and security of your personal information in accordance with applicable regulations and best European practice. Information on data collection and protection of collected data can be found in the ‘Privacy Statement’ on the ‘Privacy Policy’ subpage.

Questions and suggestions

If you have any questions or suggestions, feel free to contact us by phone: +385 (0) 1 65 45 997 or email: sensapharm@sensapharm.hr

Limitation of use and liability

Documents, data and information published on the Website www.sensapharm.hr may be reproduced, distributed or used in any way for commercial purposes only with the express consent of Sensapharm d.o.o.

Sensapharm disclaims all liability that may arise in any way from the use of this website. Sensapharm reserves the right to change the content of the website without prior notice and will not be liable for any possible consequences arising from such changes. Sensapharm reserves the right to change the range and prices of its products and services, as well as to change the Terms of Use, without prior notice.