The customer has the right to request a refund within 15 working days from the date of receiving the product, meaning the date the package was delivered. Refund requests can be submitted by email to office.papillondesign@gmail.com.
When submitting a refund request, the customer must provide their full name, address, phone number or email address, and explain the reason for the return.
Refunds are approved in the following cases:
- the delivered goods do not match the ordered goods (wrong item, incorrect specifications such as dimensions, quantity and similar)
- the delivered goods have printing defects (stains, surface damage and similar)
- the delivered goods were damaged during transport even though the outer packaging did not show visible damage
For products that are returned or subject to a complaint, PAPILLON DESIGN j.d.o.o. undertakes to issue a refund within 15 working days from the day the return is approved and after the returned goods have been received and inspected.
Refunds are issued exclusively using the same payment method used by the customer (to the same bank account or payment source).
In the event of a return, the customer must send the delivered product back to PAPILLON DESIGN j.d.o.o. at their own expense to Aleja Blaza Jurisica 79, 10040 Zagreb, Croatia, using Croatian Post or another courier service. Returns in person are not possible.
The customer must return the goods without delay to the agreed address, and no later than 10 working days from the date PAPILLON DESIGN j.d.o.o. approved the return.
If the returned goods are found to be fully intact and in proper condition, the customer will be considered to have fulfilled the return obligation correctly.
If the goods are returned damaged, the customer is not entitled to a refund because the obligation to return the goods properly has not been fulfilled.
Under the Consumer Protection Act, the customer is responsible for any reduction in the value of the goods resulting from handling the goods, except when such handling was necessary to establish the nature, characteristics and functionality of the goods.
Consumer Protection Act NN 41/14, 110/15, effective from October 21, 2015.
ARTICLE 79.
The consumer does not have the right to unilaterally terminate the contract under this section if:
3. the subject of the contract is goods made to the consumer's specification or clearly personalized for the consumer
13. the subject of the contract is digital content not delivered on a tangible medium if the performance began with the consumer's prior express consent and confirmation that they are aware they lose the right to unilaterally terminate the contract.*
The consumer also does not have the right to unilaterally terminate the contract under this section if the subject of the contract is goods made to the consumer's specification or clearly personalized for the consumer, and the consumer did not collect the goods within the collection period (for example when a pickup notice was left at the post office, parcel shop or parcel locker).
Minor variations in colors, shades and finishing are possible. PAPILLON DESIGN j.d.o.o. processes materials by hand rather than by machine, and such work can result in small variations. Those variations are not a valid reason for a refund.
By approving the visual proof sent by email before production, the client agrees with Article 79, provision 13.
If the error is on our side and the order was not produced according to the approved visual, PAPILLON DESIGN j.d.o.o. bears the full cost of producing the replacement order.