Returns & Complaints

Scope
Applies to business customers (legal entities). For B2C, publish separate policy.

Voluntary return (15 days)

• Returns within 15 days with prior approval and an RMA number.
• Return shipping is paid by the customer.
• Items must be unused, undamaged, in original packaging with full documentation.
• Restocking fee up to [20]% may apply.

Procedure

1. Request RMA at info@piljek.hr (invoice/delivery no., SKU, qty, reason, photos if needed).
2. Receive instructions and address.
3. Ship to BRAVARIJA PILJEK, Mirkovec 75, 49223 Sv. Križ Začretje, Croatia (insured & trackable recommended).
4. Inspection after receipt (up to [15] business days).
5. Refund / credit note / replacement as agreed.

Complaints (damage, defect, wrong item)

• Visible damage: note on POD and photograph immediately; refuse delivery where possible. Report same day to info@piljek.hr.
• Concealed damage: report within [1] hours/days of receipt with photos of packaging and item.
• Wrong item/quantity: report within [1] days.
  In these cases seller bears return costs; collection arranged with you.

No return
Made-to-order/custom items; used/installed items; missing/damaged parts; opened consumables; other exceptions per quotation/contract.

Processing times

• Processing after receipt: up to [15] business days.
• Refund/credit note issued within [15] business days after approval.