Refund policy

Complaints and Incorrect Goods
Complaints
All products are inspected before delivery and dispatched undamaged. We will carefully pack your products in a box/bag for delivery to ensure they reach you undamaged and in the original packaging.

Please inspect the received goods immediately. In accordance with Article 37 of the Consumer Protection Act, the buyer has the right to reject the product immediately to the courier who delivered the goods in case of any damage. Therefore, do not accept the product. A complaint record is filled out with the courier, which serves as the basis for resolving the complaint. In the event of any unfavorable incident, please contact us.

Notify us directly at info@velikaplanina.shop about any complaints so that the matter can be resolved as quickly as possible.

If the product is damaged by the transport service, we are no longer responsible. In case this happens, please take photos of the damage for evidence and contact the transport service responsible for the damage. We kindly ask for feedback as we want you to be satisfied with our services.

Incorrect or Damaged Goods

Inspect the received goods immediately. If there are incorrect goods in the sent package, the buyer must notify the Velika Planina shop within 3 days of receipt at the email address info@velikaplanina.shop. Based on the appropriate notification, the Velika Planina shop will replace the product as soon as possible. After receiving the returned product at the company's headquarters, the correct product will be sent to the buyer, if not agreed differently. 

Returned products must be unopened, unused, undamaged, unchanged in quantity, and in the original packaging. The return must also include a copy of the invoice for the goods and personal information.