Returns & Refunds
Product Returns (Right to Cancel)

Under EU regulations, you have the right to cancel your online order within 14 days without giving a reason.

The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

In the event of cancellation, the customer is obliged to inform us of their decision by using the cancellation form or via email, and return the product to our address.

Effects of withdrawal
The product must be returned in the condition in which it was received, unused and undamaged (unless it was handled solely to establish its functionality).
The customer shall bear the direct cost of returning the goods, unless otherwise agreed.
We will issue the refund no later than 14 days from the day we receive the returned product or proof of return postage.
Complaints (Defective or Damaged Products)

If you have received a product that is damaged, defective, or does not match the description, you have the right to file a complaint in accordance with the Civil Obligations Act and the Consumer Protection Act.

How to file a complaint:

Please contact us via email and provide:

order number
description of the problem
product photographs (if applicable)
Resolution of complaints:

Upon receiving your application, we will contact you as soon as possible and offer one of the following solutions:

• product replacement
• product repair (if possible)
• refund
  

Contact for returns and complaints

For any questions regarding returns and complaints, please contact us at: italserrande@rolovrata.hr