1. General provisions

This Return and Complaints Policy applies to the purchase of products through the kaluptus.eu webshop, managed by Kaluptus d.o.o.

By purchasing a product, the buyer confirms that he is familiar with this Return Policy and that he agrees with it.

2. Damaged, incorrect or incomplete product (reporting deadline)

If the buyer receives:

damaged product

wrong product

incomplete shipment (missing product or accessory)

he is obliged to report the problem no later than 5 days from the receipt of the shipment.

Reporting procedure:

The buyer should send an e-mail to info@kaluptus.eu
with:

order number

description of the problem

photos of the product and packaging

The 5-day deadline applies exclusively to reporting visible damage, incorrect or incomplete delivery and does not affect the consumer's legal right to unilaterally terminate the contract within 14 days.

Complaints received after the expiry of the specified period cannot be considered.

3. Defective product and warranty

If the product shows a functional defect that is not caused by improper use, the buyer has the right to make a complaint in accordance with the applicable warranty.

After receiving the complaint:

a verification of the justification of the complaint is carried out

if necessary, the return of the product for inspection is organized

the complaint is resolved by repair, replacement of the product or refund

4. Right to unilateral termination of the contract (14 days)

The buyer who is a consumer has the right, without giving reasons, to unilaterally terminate the contract within 14 days from the date of receipt of the product, in accordance with the applicable regulations of the European Union and the Republic of Croatia.

Exercise of rights:

The customer must send an unequivocal statement of contract termination to:

info@kaluptus.eu

The statement must contain:

customer's name and surname

order number

date of receipt of the product

explicit decision to terminate the contract

5. Product return

After receiving the request to terminate the contract, the customer receives instructions for returning the product.

Return conditions:

the product must be unused

in the original packaging

no signs of damage or use

The customer is obliged to return the product within 14 days from the day of sending the cancellation statement.

Return costs are borne by the buyer, unless the return is due to a seller's error or a defective product.

6. Refund

The refund of the amount paid will be made no later than 14 days from the date of receipt of the notice of termination of the contract, and after the product has been returned or after the customer provides proof of sending the product.

The refund will be made using the same payment method used for the purchase, unless the buyer expressly agrees to a different method of return.

7. Exceptions to the right to return

The right to unilaterally terminate the contract does not apply to:

products made to the buyer's specifications or clearly customized for the buyer

sealed products that are not suitable for return for hygiene reasons if unsealed

products that have been used or damaged through the buyer's fault

8. Refusal of return

A return may be refused if:

the request is not submitted within the prescribed period

the product does not meet the return conditions

the product is returned without prior notice

the product is damaged due to inadequate packaging

9. Contact

For all questions related to returns, complaints or product exchanges, buyers can contact us via e-mail: info@kaluptus.eu