Return policy.

Right of withdrawal (14 days).

In accordance with applicable regulations, the consumer has the right to unilaterally withdraw from the contract, without stating a reason, within 14 days from the date of receiving the product.

To exercise the right of withdrawal, the customer is required to:

• notify "Prutka" of the intent to return the product in a timely manner
• submit a clear statement via email
• provide the offer number or other relevant purchase details

The product must be returned without undue delay and no later than 14 days from the date the withdrawal notice was sent.

Product condition and customer responsibility.

The returned product must be:

• unused or used solely for the purpose of functional inspection
• undamaged and technically sound
• returned in its original or otherwise appropriate packaging

The customer is responsible for any reduction in the value of the product resulting from handling beyond what was necessary to establish the nature, characteristics, and functioning of the product.

Returns after 14 days (up to 30 days).

As a small manufacturer, "Prutka" strives to remain flexible toward customers. For this reason, returns after the statutory 14-day period, and no later than 30 days from receipt, are possible only with prior notice and written approval.

Such returns:

• do not constitute a legal obligation
• are reviewed on a case-by-case basis
• depend on the condition of the product and the reason for return

"Prutka" reserves the right to refuse returns after 14 days without providing additional justification.

Custom-made products.

Products that are:

• adapted to specific customer requirements
• personalized or modified

are not subject to the right of withdrawal, except in cases of material defects or technical faults, in accordance with applicable regulations.

Return procedure.

All product returns must be announced in advance via email. Returns sent without prior notice will not be accepted.

The return request must include:

• customer's first and last name
• contact details
• offer number or proof of purchase
• reason for return (not required for statutory withdrawals)

After receiving the request, the customer will be provided with further instructions.

Return shipping costs.

The cost of returning the product is borne by the customer, unless the return is the result of:

• an error in delivery
• delivery of a defective or damaged product

"Prutka" is not responsible for shipments lost or damaged during return transit if they are not adequately packaged.

Refunds.

Refunds will be issued after the returned product has been received and inspected.

Refunds are issued:

• using the same payment method used for the original transaction, where possible
• or by another method, subject to prior agreement with the customer

The refund processing time depends on the bank or payment institution, but will be completed within a reasonable period after approval.

Complaints and material defects.

In the event of a technical fault, material defect, or product non-conformity, the customer is required to notify "Prutka" without undue delay.

Complaints are handled in accordance with applicable consumer protection regulations and are reviewed individually, taking into account the nature of the product and how it was used.

"Prutka" shall not be held liable for damage resulting from improper use of the product, use contrary to its intended purpose, or failure to follow usage instructions.

Applicability to consumers and business entities.

The rights set out in this Return Policy apply exclusively to natural persons acting as consumers.

For legal entities, sole traders, and other business customers, return conditions are defined in the individual offer or contract.

Contact.

For all inquiries related to product returns, complaints, or the exercise of consumer rights, customers may contact us via email at hello@prutka.hr.