Product Exchange

Product Returns, Complaints & Exchanges

The customer has the right to return goods in the following cases:

  • Delivery of goods that were not ordered
  • Delivery of goods with defects or damage not caused during transport
  • Other cases in accordance with legal regulations

Replacement of a defective product

Your safety and satisfaction are our top priority. We guarantee a refund within 14 days if you are not satisfied with the product you received.

We will accept complaints in the following situations:

  • If, upon receiving the product, you noticed that it was damaged in any way and immediately informed the delivery provider.
  • If the product arrived after the indicated delivery period of 7 working days, and no prior agreement had been made with you for a later delivery (this does not include cases where delivery was attempted by the courier but the recipient was unavailable)
  • If the engraved message differs from the one you entered when placing the order.
  • If the packaging color (gift box, ribbon, tag, bow) does not match the color you selected during the ordering process.

We will not accept complaints in the following situations:

If you notify us of any damage to the received product the day after delivery or several days later.

If the complaint is accepted, it is necessary to:

Send the undamaged product in its original packaging, along with all accessories and documentation with which the product was originally delivered. Complaints can be submitted via email at: info@suza-tb.hr or by mail to the following address: 
Suza T.B., Bregi 75/K, 
51211 Matulji

Contract Cancellation

The customer may cancel the contract (withdraw from the purchase) within fourteen (14) working days. The cancellation period begins on the day the customer placed the order. The customer must notify the merchant of the contract cancellation in writing. This can be done by email at info@suza-tb.hr or by mail to: Bregi 75/K, 51211 Matulji. The contract is considered cancelled once the merchant receives the written notice. In the event of contract cancellation, the customer is obliged, at their own expense, to return the product to the merchant within 7 days of the cancellation. The returned product(s) must be complete, in the original and undamaged packaging, with all undamaged parts, accessories, and documentation. Used products cannot be returned. The customer’s right to cancel the contract is in accordance with the Consumer Protection Act, Section IV, Article 72, which sets out the general provisions for distance contracts.

  • Every contract concluded by means of distance communication, to which the provisions of this Article of the Consumer Protection Act apply, may be terminated by the consumer within fourteen days without providing any reason.
  • In the case of a sales contract, the period referred to in paragraph 1 of this Article begins on the day when the goods that are the subject of the contract are delivered into the possession of the consumer or a third party designated by the consumer, who is not the carrier.
  • If, under a single order, the consumer has ordered multiple items of goods to be delivered separately, or goods consisting of multiple parts or shipments, the period referred to in paragraph 1 of this Article begins on the day when the last item or the last shipment of goods is delivered into the possession of the consumer or a third party designated by the consumer, who is not the carrier. The merchant undertakes to refund the consumer the full amount of the funds paid within fourteen (14) working days of receiving the written notice of contract termination.

Exclusion of the Right to Cancel the Contract

The right of withdrawal does not apply in the following cases:

  • the sale of products or services whose price depends on fluctuations in the financial market beyond the merchant’s control, which may occur during the withdrawal period,
  • the sale of products made according to the consumer’s specification, custom-made products, or products which by their nature cannot be returned or are subject to rapid deterioration,
  • the sale of audio or video recordings, or computer software that the consumer has unsealed,
  • the sale of books and other publications.

Dispute Resolution

In the event of a dispute between the consumer and the merchant, a complaint may be submitted to the Court of Honour of the Croatian Chamber of Commerce, the Court of Honour of the Croatian Chamber of Trades and Crafts, a mediation proposal to the Mediation Centre, or to the European Commission through the Online Dispute Resolution platform. The merchant and the consumer will attempt to resolve any disputes by agreement and amicably. In the absence of an amicable settlement, the competent court shall be the Court in Zagreb.

By purchasing a product, the customer accepts these Terms & Conditions.