Pravila refundacije

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return, subject to the conditions set out below.

 

To be eligible for a return under our voluntary return policy, your item must be in the same condition that you received it, and must not have been used beyond what is necessary to establish its nature, characteristics, and functioning, with tags, where applicable and preferably in its original packaging. You’ll also need the receipt or proof of purchase.

 

How to Start a Return

To start a return, you can contact us at info@bespoke3d.hr. Please note that returns will need to be sent to the following address: Bespoke 3D d.o.o. Dobriše Cesarića 18, 31550 Valpovo, Croatia.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@bespoke3d.hr.

 

Damaged, Defective or Incorrect Items

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items

Certain types of items cannot be returned, including hazardous materials, flammable liquids, or gases.

The right to return does not apply to goods that are made to the customer’s specifications or are clearly personalised, or to sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery, where such exclusions are permitted under applicable law.

Sale items are not excluded from statutory or voluntary return rights. Gift cards are non-returnable.

Please get in touch if you have questions or concerns about your specific item.

 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Statutory Right of Withdrawal – EU/EEA Consumers (14 Days)

If you are a consumer residing in the EU/EEA, you have the statutory right to withdraw from the contract within 14 days of receiving the goods, without giving any reason, in accordance with applicable consumer protection laws.

During the withdrawal period, you may handle and inspect the goods only to the extent necessary to establish the nature, characteristics, and functioning of the goods. You may be liable for any diminished value of the goods resulting from handling beyond what is necessary for such inspection.

 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method without undue delay and no later than 14 days after we are informed of your decision to withdraw from the contract or approve your return.

We may withhold the refund until we have received the returned goods or until you have provided evidence of having sent back the goods, whichever occurs first. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 20 business days have passed since we’ve approved your return, please contact us at info@bespoke3d.hr.

 

Two-Year Legal Guarantee (EU/EEA Consumers)

For consumers residing in the EU/EEA, we are liable for any lack of conformity of the goods that becomes apparent within two years from the date of delivery, in accordance with applicable law.

In the event of a lack of conformity, you may be entitled to have the goods brought into conformity free of charge by repair or replacement, or, where applicable, to a price reduction or termination of the contract.

 

Return Shipping Costs

Unless the return is due to defective, damaged, or incorrectly delivered items, the customer is responsible for the cost of returning the goods.

For returns made under the statutory right of withdrawal (EU/EEA consumers), the direct cost of returning the goods shall be borne by the consumer, unless we have expressly agreed otherwise.

In cases where the return is due to a lack of conformity of the goods, or where an incorrect item has been delivered, we will bear the cost of return shipping.