Returns & Refunds

Your right to return products within 14 days, in accordance with EU consumer protection law.

14-Day Return Period

Return any product within 14 days of delivery, no questions asked.

Full Refund

Receive a full refund within 14 days of us receiving the returned product.

EU Consumer Law

Your rights are protected under Croatian and EU consumer protection regulations.

Right of Withdrawal

In accordance with the Croatian Consumer Protection Act (Zakon o zaštiti potrošača, NN 19/22) and EU Directive 2011/83/EU on consumer rights, you have the right to withdraw from any distance purchase within 14 days of receiving the goods, without giving any reason.

The withdrawal period expires 14 days after the day on which you, or a third party designated by you (other than the carrier), physically receive the goods.

For orders containing multiple items delivered separately, the withdrawal period begins on the day you receive the last item.

How to Return a Product

Open the return form

If you have an account: sign in, go to My Orders, open the order and click Request Return.
If you ordered as a guest: use the Start a return link in your order confirmation email.

Fill in the return request

Select the items and quantities you want to return, choose a reason, and enter the IBAN where you want the refund sent. After you submit, you will receive an RMA number for tracking the return.

Pack the product

Return the product in its original packaging, unused and in the same condition as you received it. Include all accessories and documentation that came with the product.

Ship the product back

Send the product to the address we provide in the confirmation email. You must ship the return within 14 days of submitting the return request.

Receive your refund

We will refund the full purchase price, including the original standard shipping cost, via bank transfer to the IBAN you provided. Refunds are processed within 14 days of us receiving the returned goods.

Return Shipping Costs

The customer bears the direct cost of return shipping. This applies to all returns under the right of withdrawal. We recommend using a tracked shipping service, as we cannot be responsible for returns lost in transit.

Exception: if the product is defective or we shipped the wrong item, we will cover the return shipping costs.

Refund Details

We will refund all payments received from you, including the standard delivery cost (if applicable). If you chose a delivery option more expensive than the standard option, we will only refund the cost of standard delivery.

We may withhold the refund until we receive the returned goods, or until you provide proof that you have sent them back, whichever comes first.

Refunds are issued via bank transfer to the IBAN you provide in the return form, regardless of how you originally paid. We do not reverse the original card charge — please double-check the IBAN you enter, as we cannot recover funds sent to an incorrect account.

Bank transfers typically arrive within 1–3 business days of being processed, depending on your bank.

Product Condition

You are entitled to inspect the product in the same way you would in a physical store. However, you are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the product.

Products must be returned complete, with all parts, accessories, and original packaging. Products that have been used, damaged, or are missing parts may be subject to a reduced refund.

Defective Products & Warranty

Separate from the right of withdrawal, all products carry a legal warranty (materijalni nedostatak) of 2 years from delivery, as required by Croatian law and the EU Sale of Goods Directive 2019/771.

If a product is defective, you have the right to:

Repair or replacement of the product
A proportionate price reduction
A full refund (if repair or replacement is not possible)

For defective products, all return shipping costs are covered by us. Contact us with your order number, a description of the defect, and photos if possible. We will respond within 15 days.

Track your return

Every return gets a unique RMA number you can use to track its status.

You can cancel a return while it is still in the Requested status.

Exceptions to the Right of Withdrawal

In accordance with Article 79 of the Consumer Protection Act, the right of withdrawal does not apply to:

Sealed goods which have been opened after delivery and are not suitable for return due to health protection or hygiene reasons
Goods that are, after delivery, inseparably mixed with other items
Goods made to the consumer's specifications or clearly personalised
Goods which are liable to deteriorate or expire rapidly

Important

The 14-day withdrawal period starts the day after you receive the goods.
You must notify us of your withdrawal before the 14-day period expires.
After notifying us, you have another 14 days to ship the product back.
Keep proof of return shipment until you receive your refund.

Legal References

Croatian Consumer Protection Act

Zakon o zaštiti potrošača (NN 19/22)
EU Consumer Rights Directive

Directive 2011/83/EU
EU Sale of Goods Directive

Directive 2019/771

Dispute Resolution

If you are not satisfied with how we handled your return, you can file a complaint with the Croatian Market Inspectorate (Tržišna inspekcija).