SHOP NOW

Refund and Returns Policy

Effective Date: July 4, 2026

1. Overview and Core Philosophy

At MILUNIĆ PROMET j.d.o.o., we strive to ensure a transparent, fair, and secure shopping experience for all our customers. We understand that a product may occasionally need to be returned. This Refund and Returns Policy outlines the conditions, timeframes, and procedures required to process returns and structural refunds.

CRITICAL NOTICE REGARDING “REFUND-ONLY” REQUESTS:
Please be explicitly advised that MILUNIĆ PROMET j.d.o.o. does not permit or support “Refund-Only” transactions under any standard circumstances. We do not issue monetary refunds for items that remain in the customer’s possession. To qualify for a refund, compensation, or store credit, the physical item must be successfully returned to our warehouse, inspected, and processed according to the steps detailed below.

2. The 14-Day Right of Withdrawal (EU Statutory Right)

In accordance with European Union consumer protection regulations, customers purchasing from within the EU have the right to withdraw from their purchase contract within 14 calendar days from the date the physical goods are delivered to the specified shipping address.

Key Conditions for Statutory Returns:

  • The return intent must be officially communicated to us within 14 days of delivery.
  • Items must be dispatched back to our facility within 14 days of your return notice.
  • Goods must be completely unused, unwashed, unaltered, and in their original packaging.
  • All original product tags, accessories, manuals, and promotional gifts must be included.

3. Strict Return and Refund Conditions

To maintain operational integrity and prevent fraudulent activity, we enforce a strict policy regarding the physical state of returned items.

No Refund Without Physical Return

We will never grant a financial refund, credit card reversal, or store voucher while the item remains with the buyer. No exceptions are made for claims of subjective dissatisfaction, sizing errors, or changed minds. A refund is strictly dependent on the physical handover, transit, and receipt of the item at our official Croatian processing facility.

Item Condition Requirements

Upon arrival, all returned items undergo a thorough evaluation by our quality assurance team. A refund will be rejected or reduced if:

  • The item shows clear signs of wear, physical damage, or domestic use.
  • The original protective seals, product serial numbers, or security tags have been broken or removed.
  • The product is missing its original branding boxes or packaging.

4. Damaged, Defective, or Incorrect Items

If you receive an item that is physically damaged during transit, defective from production, or entirely incorrect, you must report the issue to mooncove@milunicpromet.com within 48 hours of package delivery.

Standard Resolution Process for Defective Goods:

  1. Evidence Submission: You must provide clear photographic or video evidence illustrating the defect or damage, alongside a photo of the shipping label.
  2. Mandatory Physical Return: Even in cases of confirmed shipping damage or factory defects, a physical return of the item is mandatory. We do not offer immediate “refund-only” settlements for damaged items.
  3. Return Shipping Coverage: If our team verifies that the item is indeed defective or incorrect, the Company will cover or reimburse the standard return shipping costs.
  4. Remedy Options: Once the damaged item is received and confirmed defective at our facility, you can choose either a free replacement (subject to stock availability) or a full refund.

5. Non-Returnable and Non-Refundable Items

Certain categories of products are completely excluded from the right of return and refund due to health, hygiene, personalization, or safety reasons:

  • Customized, personalized, or made-to-order merchandise.
  • Perishable goods, cosmetics, personal care products, or intimate apparel with broken hygiene seals.
  • Digital downloads, software licenses, or gift cards.
  • Items purchased during final clearance sales or marked explicitly as “Non-Returnable.”

6. How to Initiate a Return (Step-by-Step)

To return an item, you must follow our standardized authorization procedure. Unauthorized packages sent to our address will be rejected.

  • Step 1 (Request): Email our support team at mooncove@milunicpromet.com. Include your full name, order number, product name, and the specific reason for the return.
  • Step 2 (Authorization): If your request meets our criteria, we will send you a Return Merchandise Authorization (RMA) email containing the mandatory return form and shipping instructions.
  • Step 3 (Packaging): Pack the item securely in its original packaging. Insert the printed RMA form inside the package.
  • Step 4 (Shipping): Ship the package via a trackable postal or courier service to our registered address:MILUNIĆ PROMET j.d.o.o.
    Obala Tome Bakača Erdödyja 5,
    44000 Sisak, Croatia
  • Step 5 (Tracking): You must email the tracking number and courier name to us as proof of shipment. Except for verified defective items, the customer is fully responsible for paying all return shipping fees, duties, and taxes.

7. Refund Processing Timeframes

Once your return shipment is delivered to our facility in Sisak, please allow 5 to 7 business days for our team to inspect the merchandise.

  • Approval Notice: We will notify you via email regarding the approval or rejection of your refund based on the item’s condition.
  • Payment Reversal: If approved, the refund will be processed directly to your original method of payment (e.g., the specific credit card, PayPal account, or bank account used for the purchase).
  • Processing Time: Financial institutions typically take 7 to 14 business days to credit the refunded amount back to your account. We cannot expedite this banking processing window.
  • Shipping Fees: Original shipping charges are non-refundable unless the return is a direct result of a verified company error (e.g., incorrect or defective item).

8. Contact Information

For any questions regarding this policy, or to start a formal return process, please contact our administrative desk:

  • Company Name: MILUNIĆ PROMET j.d.o.o.
  • Office Address: Obala Tome Bakača Erdödyja 5, 44000 Sisak, Croatia
  • Support Email: mooncove@milunicpromet.com
  • Contact Phone: +(385)98 1609451