Refund policy
Return and Refund Policy
Customers who qualify as consumers have the right to withdraw from a contract concluded through our online store within 14 days without giving any reason.
The 14-day withdrawal period begins on the day on which the customer, or a third party designated by the customer other than the carrier, receives the product.
How to Request a Return
To exercise the right of withdrawal, the customer must inform us of their decision before the 14-day withdrawal period expires.
A withdrawal request may be submitted using the withdrawal function available through the online store, the model withdrawal form, or another unequivocal statement sent to:
After submitting a return request, the customer will receive the necessary return instructions.
The product must be returned or handed over without undue delay and no later than 14 days from the date on which the customer informed us of the decision to withdraw from the contract.
The customer bears the direct cost of returning the product unless expressly agreed otherwise.
The customer is responsible for adequately packaging and protecting the product against damage during return transport.
Refunds
In the event of a valid withdrawal, we will refund the payments received, including the cost of the least expensive standard delivery method offered for the relevant order.
Additional costs resulting from the customer's choice of a more expensive delivery method than the least expensive standard delivery method offered will not be refunded.
Refunds will be made using the same means of payment used for the original purchase unless another method is expressly agreed with the customer and does not result in any additional cost to the customer.
We may withhold the refund until the returned product has been received or until the customer provides appropriate evidence that the product has been sent back, whichever occurs first.
Used Products and Diminished Value
The customer is liable for any diminished value of the product resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product.
In the case of a grill, lighting a fire, exposing the product to high temperatures and preparing food constitute actual use of the product and may leave signs such as surface changes, burn marks, soot, grease or oxidation.
Using the product does not automatically result in the loss of the statutory right of withdrawal.
Where a returned product has been used beyond what is necessary for inspection, we will assess its actual condition and determine any resulting diminution in value.
The assessment may take into account the condition of the product, signs of use, the actual processes required for cleaning, degreasing, removal of signs of use, surface restoration and refinishing, replacement of packaging and the actual reduction in the market value of the product resulting from prior use.
Any reduction in the refund will be limited to the actual and justified diminution in the value of the product.
Voluntary Extended Returns for roštilj2GO Products
Independently of the statutory 14-day right of withdrawal, we may offer an extended voluntary return option for selected roštilj2GO products after the statutory withdrawal period has expired.
Such an option applies only where expressly stated on the relevant product page or in a specific offer.
Under the voluntary return programme, we may accept a used product provided that it is complete, functional and safe and has no permanent deformation, breakage, unauthorised modifications or other damage that would prevent reasonable restoration.
The refund amount for a used product may be reduced by the actual costs required to restore the product and by the actual reduction in its market value resulting from prior use.
Where damage, permanent deformation, improper use or unauthorised modifications make safe and economically reasonable restoration impossible, we may refuse a voluntary return.
The voluntary extended return programme does not limit any statutory consumer rights.
Defective, Damaged or Non-Conforming Products
If a product is delivered defective, damaged, does not conform to the contract or does not correspond to the product ordered, please contact us at:
To help us resolve the issue more quickly, we recommend providing the order number, a description of the issue and, where possible, photographs of the product and packaging.
Where a claim is justified, the Seller will bear the costs necessary for the customer to exercise their statutory rights.
The customer's rights in relation to defective or non-conforming products are separate from the statutory right of withdrawal and from any voluntary return programme.
Irtemar d.o.o.
Zona male privrede 5
34550 Pakrac
Croatia
E-mail: info@irtemar.com
Phone: +385 99 694 3493