returns & complaints

ISJ web shop operates in accordance with the Consumer Protection Act which protects the basic rights of buyers.

RETURNS

The customer reserves the right to return the goods 14 days from the day of receiving them. 

The following has to be submitted/returned in order to exercise this right:

– filled out form found on this link 

– original invoice 

– received goods, unused and in the original packaging (including the original labels)

All of the above has to be mailed at the customers expense via any delivery method to:

Contempora d.o.o. (for web shop)

Bujska 1

52100 Pula

Croatia

If, however, the goods have been used and then returned, we will assess the new condition and determine the new value of the goods accordingly. In such a situation we will contact the customer in order to find the most mutually acceptable solution. 

Provided that the customer has fulfilled their obligation and returned the goods, we will do the money refund no later than 14 days from receiving the returned package. 

In the case that the customer changes their mind and decides to cancel their order prior to the arrival of the ordered goods, they can contact us at mail@ivastojkovic.com so we can assess the shipment status and act accordingly. 

EXCHANGES

If, upon receiving the goods, the customer realises that the size or color of the article they ordered does not suit them, it is possible to replace it with the same item of a different color or size.

The customer needs to contact our customer service at the e-mail address mail@ivastojkovic.com and let us know about their wish and we will let them know if the prefered item is available.

The item that the customer wishes to replace needs to be returned unused and in the original packaging (including the original labels) and mailed at the customers expense via any delivery method to:

Contempora d.o.o. (for web shop)

Bujska 1

52100 Pula

Croatia

If the customer has already paid for the shipping of the first package, the package with the exchanged item will be free of cost.

If, however, the desired item is not available in the required size or color and the customer wants to return it or replace it with a different item from our web shop it is necessary to follow the steps written at the top of this page under RETURNS.

COMPLAINTS

In rare cases when the customer receives defective goods, they have the right to complain and demand replacement or refund via email at mail@ivastojkovic.com or by mail to Contempora d.o.o., Bujska 1, 52100 Pula, Croatia. 

We will respond to all complaints as soon as possible, but no later than 15 days from the date of receiving the complaint, and we will resolve the complaint in the most favourable way possible.

The product pick-up will be arranged at our expense at the customers address and the product inspection will follow. 

All complaints are considered valid if the product inspection determines that it meets the conditions for a complaint in accordance with the Civil Obligations Act and the Consumer Protection Act.

If the complaint is found to be valid, we will replace the goods with identical ones without defects at our expense or refund the full amount paid for the product, including shipping costs.

In the event that the complaint is not valid, the customer who filed the complaint will bear the cost of re-delivery of the purchased product to the customer’s address.

Online consumer dispute resolution

In accordance with European Union regulations, the ISJ web store participates in resolving consumer disputes for products and services purchased online, which customers can submit online.

European Union Regulation no. 524/2013. on Online Dispute Resolution platform applies from January 9, 2016.

Pursuant to Article 14 (1) of that Regulation, traders established in the European Union participating in online sales contracts are required to provide an electronic link to the Online Consumer Dispute Resolution Platform (ORS Platform) in an easily accessible place on their websites. 

A link to the Online Consumer Dispute Resolution Platform can be found here.

For more detailed information, feel free to contact us at the e-mail address mail@ivastojkovic.com.