Refund Policy

Ordered products are packaged in a manner that prevents damage during standard handling during transport/delivery. The customer is obliged to inspect the shipment packaging upon collection. If the packaging has visible damage or defects, we recommend that the customer refuses to accept the delivery, as there is a possibility that the product inside the packaging is damaged. By refusing the delivery, the courier service will return the shipment to EXORO d.o.o. with a note stating that the shipment is defective.

Complaints regarding product defects and all other objections may be submitted in writing via email or postal mail, or orally via telephone:

  • Phone: +385 (0)31 283 551

  • Email: shop@exoro.hr

  • Address: Ul. Josipa Jurja Strossmayera 165, 31000 Osijek, Croatia

Resolution of Complaints

In the event of a justified complaint, the contract may be terminated with a full refund of the amount paid or a product replacement. If the complaint concerns damage and/or a malfunction of the delivered goods, the customer must send a photograph of the defect for the claim to be processed based on physical evidence.

EXORO d.o.o. shall organize the collection of the claimed damaged, defective, or incorrectly delivered goods at its own expense, provided it is determined that the complaint is justified and that the customer did not cause the malfunction, damage, or any defect in the goods. In the case of a justified complaint, the cost of replacing the product with a new one shall be borne entirely by EXORO d.o.o.

Disputes

In the event of a dispute regarding the validity of the complaint and/or the condition in which the product was returned (the product must be unused, in its original quantity, in its original packaging, and accompanied by the original invoice), the product will be submitted for expert evaluation by an authorized expert or a professional legal entity.

  • If the expert evaluation determines the complaint is justified, all replacement costs will be borne by EXORO d.o.o.

  • If the complaint is found to be unjustified, the costs shall be borne by the customer.

Material Defects

Regarding claims for liability for material defects, we shall act in accordance with the provisions regulated by Articles 400 to 422 of the Civil Obligations Act ("Narodne novine," numbers: 35/05, 41/08, 125/11).