Returns and complaints


In accordance with Article 10 Paragraph 3 of the Consumer Protection Act (Narodne novine, nr. 41/14, 110/15) informs consumers that complaints with which they raise their dissatisfaction with the purchased product or on the quality of the provided service may be submitted in writing and they shall without delay, in writing, confirm receipt of that objection. An objection can also be filed in writing to the following address: M.R.A.V. Dizajn d.o.o. Črna voda 38e, 10000 Zagreb, Croatia or e-mail:

The reply to the written complaint of the consumer will be given in writing no later than 15 days from the date of receipt of the complaint, so please give us your objection response address.

Download the complaint form HERE


You can fill in and send us a copy of the one-sided contract termination form on our web site.

Confirmation of receipt of a notice of unilateral termination of contract will be sent to you, without delay, by electronic mail.


1. Calculation of the term for unilateral termination of the contract

You can terminate the contract unilaterally within 14 days without giving reasons.

In order to be eligible for the unilateral termination of this Agreement, you must notify us of your decision to terminate the contract unilaterally before the expiration of the deadline and this by an unambiguous statement sent by post or by e-mail, specifying your name, address, phone number, facsimile or email address, and you can also use the enclosed example of a one-off termination agreement template at the bottom of the page.

The term of one-off termination shall be 14 days from the date on which you or a third person you have designated, and who is not a carrier, have recieved the goods that are the subject of the contract.

2. Refund of the amount paid

Refunds can only be made after the goods are returned to us or after you provide proof that you have returned the goods back to us.

3. Return of goods

Return the goods to us without unnecessary delay, and in any case no later than 14 days from the date you have submitted your decision to unilaterally terminate the contract

4. Return Goods Costs

You have to pay the direct costs of returning the goods yourself.

5. Consumer Responsibility for Value Reduction of Goods

You are responsible for any impairment of the goods resulting from the handling of the goods, except for what was necessary to determine the nature, characteristics and functionality of the goods.

The right to one-sided termination of the contract is excluded in the cases referred to in Article 74 of the Consumer Protection Act. For full information on the right of customers to unilateral termination of contracts, please see the Consumer Protection Act.

Download the one-off termination agreement here HERE

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