Refund policy

Return & Refund Policy

This Return & Refund Policy explains the conditions under which you may return purchased products and request a refund. We strive to ensure you are fully satisfied with your purchase; however, if you are dissatisfied with a product or your order, please read the instructions below. This policy is aligned with the applicable consumer protection regulations of the Republic of Croatia and the European Union.

Right of Withdrawal – Unilateral Termination of the Contract (14 days)

The customer (consumer) has the right, without stating any reason, to unilaterally terminate a distance sales contract within 14 days from the day on which the customer or a third party designated by the customer (other than the carrier) takes possession of the goods. This means that within 14 days of receiving your package, you may decide to return the product and request a refund.

Start of the 14-day period: The 14-day period begins on the day after you receive the product. If you purchased multiple products in one order that were delivered separately, the 14-day period is calculated from the delivery date of the last product from that order.

How to exercise your right: To exercise your right of withdrawal within 14 days, you must notify us within that period of your decision. It is sufficient to send an unequivocal statement that you wish to withdraw from the contract (e.g., by email) before the 14th day expires. You do not need to state a reason for the return. After notifying us, you must return the goods without undue delay, and no later than 14 days from the day you sent your notice of withdrawal.

Exceptions to the right of withdrawal: Please note that, under the law, there are certain categories of products for which the right of withdrawal does not apply. These include, for example, products made to your specifications or clearly personalized items, perishable goods, sealed goods that are not suitable for return due to health protection or hygiene reasons if unsealed after delivery, audio/video recordings or computer software in a sealed package that you have unsealed, digital content supplied online, and similar. At this time, we do not offer personalized products or goods that would fall under these exceptions, therefore the right of withdrawal applies to all products in our offer. If this changes in the future (e.g., customized products), we will clearly indicate that returns will not be possible for such items.

Conditions for Returning Goods

To be eligible for a return, certain conditions regarding the condition of the returned product must be met:

Unused and undamaged product: The returned item must be in its original condition, meaning it has not been used, worn, or damaged. You may carefully try on or inspect the product, but any excessive use that reduces the value of the product may affect the approval of the return or the amount refunded. The customer is liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods. In other words, you may handle the product only as much as is necessary to determine whether it suits you; any use beyond that is considered use of the product, and the seller (Charmbag) has the right to reduce the refund proportionally to any damage or signs of use.

Original packaging and contents: The product must be returned in its original packaging, together with all accessories, parts, and accompanying documentation delivered with it. We recommend keeping the original box, protective bags, instructions, warranty documents, etc., until you are sure you want to keep the product. If the product is sealed in protective film or has protective stickers, please avoid removing them if you plan to return it. Returning a product without original packaging or with missing components may result in refusal of the return or a reduced refund amount, especially if the lack of original packaging causes a reduction in the value of the goods.

Clean condition and safe packaging: Please return the product clean and without signs of use or wear. If the product is damaged or dirty, we reserve the right to refuse the return or reduce the refund amount depending on the level of damage. Please ensure the product is securely packaged for return shipment to avoid damage during transport.

Meeting the conditions above ensures the return process runs smoothly and that you receive the full refund amount you are legally entitled to. If the conditions are not met, we will contact you to resolve the return (which may involve a partial refund or, if necessary, returning the product back to you).

Return Process

If you wish to return a product, please follow these steps:

Notify us of your intention to return: Send us an email at info@charm-bag.com or fill out the contact form on our website. In your message, include your order number, the name of the product you wish to return, and briefly indicate whether you would like an exchange or a refund. Providing a reason for the return is not mandatory (except in the case of a complaint due to damage or defect, where a description of the issue is helpful), but feedback may help us improve our products and service.

Return form (optional): After receiving your notice, our customer support team may send you a Withdrawal Form (a standardized form under the Consumer Protection Act) which you may complete for record purposes. Completing the form is not a requirement to exercise your right of withdrawal, but it may help speed up the procedure. If you do not wish to complete the form, a clear statement by email requesting withdrawal and return of the product is sufficient and valid.

Packaging the product: Prepare the product for return shipment. Pack it in the original packaging with all included contents. Use additional protective packaging (an outer box or mailer) if necessary, so the product and the original box are not damaged during transport. Include a copy of the receipt or order confirmation (if available) to help us match the return to your order.

Sending the shipment back: Send the product to the following address: Charmbag, Remetinečka cesta 100/3, 10000 Zagreb, Croatia. We recommend using a tracked shipment via a courier service (e.g., DPD, GLS, Croatian Post, etc.) so you have proof of dispatch. Return shipping costs are borne by the customer (except in the case of a justified complaint, see Complaints below). Please keep the shipping receipt until the return process is completed.

Return receipt confirmation: Once the shipment arrives at our address, we will notify you by email that we have received the returned goods. The product will be inspected to confirm it has been returned in accordance with the conditions above (undamaged, unused, with all components).

Return approval: If the returned product meets the conditions, we will approve the return and initiate the refund process (or ship an exchange product, as agreed). If the returned product does not meet the conditions (e.g., returned damaged or significantly used), we will contact you to inform you and find a solution. Please note that in such cases, the refund may be reduced in accordance with the diminished value of the product, or a refund may not be possible if there is a significant deviation from the return conditions.

Return shipping costs: The customer bears the direct costs of returning the goods (postage/courier fees) when exercising the right of withdrawal within 14 days. We may recommend the most cost-effective return method, but the final choice of service remains yours. Exceptions apply in cases of complaints due to a defective product or an incorrect shipment, where we cover the return costs (see Complaints below).

Refunds

Once we receive the returned product and confirm that it meets the return conditions, we will refund the paid amount. Key information regarding refunds:

Refund scope: In the case of returning an entire order, the customer will be refunded the total amount paid, including the product price and the initial delivery cost (if delivery was charged at the time of purchase). If only part of an order is returned (partial return), we will refund the amount corresponding to the value of the returned products. Please note that in the case of partial returns, we typically do not refund the initial delivery cost, as shipping for the remaining kept items has already been provided.

Refund method: Refunds will be made using the same payment method used for the purchase. For example, if you paid by credit or debit card, we will refund the amount to that card (via reversal or refund transaction). If you paid via PayPal or other electronic wallets, the refund will be issued to the same account/service. The only exception is Cash on Delivery (COD): for orders paid in cash upon delivery, we will issue the refund via bank transfer to your bank account. In this case, we will contact you to obtain the necessary details (full name, IBAN, and bank name). Please provide accurate information to ensure the refund can be processed smoothly.

Refund timeframe: We aim to process refunds as soon as possible after approval. In any case, the refund will be issued no later than 14 days from the day we receive your notice of withdrawal. However, in accordance with legal regulations, we may withhold the refund until we receive the returned goods or until you provide evidence that you have sent the goods back (e.g., a courier receipt). This means that the 14-day refund period starts once you notify us of the return, but if the product does not arrive back within a reasonable time, we may wait to issue the refund until the shipment arrives or proof of dispatch is provided. As soon as one of these conditions is met, we will process the refund promptly.

Refund confirmation: Once your refund has been processed, we will send you an email confirmation. The notification will include the refunded amount and the method used (e.g., card refund, bank transfer). Please note that your bank or card issuer may require additional time (usually a few business days) for the refund to appear in your account. If you have not received the funds for an extended period after refund approval, feel free to contact us so we can check the status.

These refund rules apply to returns under the right of withdrawal (change of mind, dissatisfaction, etc.). In the case of returns due to a complaint (product defect or our error), the refund or exchange will be arranged without delay in agreement with the customer, typically immediately after establishing the relevant facts.

Complaints and Replacement of Damaged/Incorrectly Delivered Products

Your satisfaction is important to us. We inspect every product before shipping, but in rare cases, it may happen that:

  • the product arrives damaged,

  • the product has a manufacturing defect, or

  • the wrong item is delivered (incorrect product).

In such cases, this is not a standard return due to a change of mind, but a complaint regarding a defect or an error. The complaint resolution process differs from the standard return process in terms of shipping costs and replacement and is, of course, more favorable for the customer:

Filing a complaint: Please report any defect or error as soon as possible, ideally within 2 days of delivery, by emailing info@charm-bag.com. Describe the issue and, if possible, attach photos of the damage or the incorrectly delivered product so we can assess the situation faster.

Complaint resolution: After receiving your complaint, we will offer a solution in accordance with the law and good business practice. The customer is entitled to a replacement product, an appropriate price reduction, or a refund, depending on the nature of the defect/error and the customer’s preference, in accordance with the provisions of the Croatian Civil Obligations Act and the Consumer Protection Act regarding material defects. In practice, we will most often offer to send a correct/replacement product at our expense, or, if you do not want that, a full refund of the paid amount.

Shipping costs in case of complaint: In the case of a justified complaint (damaged or defective product, incorrectly shipped item, etc.), all replacement-related costs are covered by Charmbag. This means we will organize pickup of the defective product at our expense or provide a prepaid return label/package, and we will send the replacement product at our expense as well. If you choose a refund instead of a replacement, we will refund the full paid amount for that product, including any delivery cost you may have paid for shipment. The customer will not bear any additional costs during the complaint process.

Complaint resolution timeframe: We will make every effort to resolve each complaint as quickly as possible. By law, we are obliged to respond to a complaint within 15 days of receiving it. In practice, we often resolve issues faster, either immediately after receiving the returned item or even based on photos by arranging shipment of a new product.

Legal rights: This complaints policy does not exclude or limit your statutory rights regarding liability for material defects. Under Croatian law, there is a legal liability period for material defects of 2 years from purchase. If a defect appears within that period, you have the right to exercise your statutory claims regardless of this policy (e.g., repair, replacement, price reduction, or contract termination with a refund, at the seller’s expense).

A complaint is recognized only in the case of a manufacturing defect and not for:

  • damage due to normal wear and tear or negligence,

  • mechanical damage, scratches, peeling, or deformation caused by use,

  • damage caused by improper maintenance or use,

  • the expected lifespan of accessories such as phone cases, which may have a shorter lifespan due to everyday use.

Contact for Returns and Questions

For complaints, please contact us by email with a description of the issue, your order number, and a photo of the product.

Email: info@charm-bag.com

We will be happy to assist you with the return process and answer any questions.

Note: This Return & Refund Policy forms an integral part of our Terms and Conditions. By using our online store and purchasing products, you confirm that you are familiar with the terms regarding shipping, returns, and complaints. This policy is written in accordance with relevant laws (especially consumer protection regulations) and is designed to protect consumers’ rights and ensure a positive shopping experience in our store. This policy does not affect your statutory rights, which you may always exercise even if not explicitly stated in this policy.

Thank you for your trust and for shopping at Charmbag! If you have any questions or suggestions on how we can improve our shipping and return policies, feel free to contact us. Your satisfaction is our top priority.