KARTON TRADE

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Refund and Returns Policy

Effective Date: May 16, 2026

1. Introduction

Thank you for shopping at Karton Trade d.o.o. (kartontrade.com). We value your business and aim to provide a transparent shopping experience. This Refund and Returns Policy outlines the conditions under which returns and refunds are processed for products purchased on our website.

As a business operating in Croatia, our policy is designed to comply with European Union consumer protection laws and Croatian regulations, while maintaining fair business practices.

2. Strictly No “Refund-Only” Policy

We enforce a strict No Refund-Only (No Returnless Refund) policy.

  • The Return Requirement: We will never issue a refund unless the physical product is successfully returned to our warehouse first.
  • Physical Inspection: All items must undergo a physical quality inspection by our team before any financial reimbursement is approved or processed.
  • No Exceptions: This rule applies universally to all orders, including cases where the customer claims the item is defective, damaged, or not as described. If you refuse to return the item, you forfeit your right to a refund.

3. The 14-Day Right of Withdrawal (EU Customers)

In accordance with EU consumer protection laws, customers located in the European Union have the right to withdraw from their purchase within 14 days without giving any reason.

Eligibility Criteria for Returns

To qualify for a return under the right of withdrawal, your item must meet the following strict conditions:

  • The return request must be initiated within 14 days from the day you received the product.
  • The item must be unused, unwashed, and in the same condition that you received it.
  • The item must be in its original, undamaged packaging with all tags, labels, and protective seals intact.
  • You must provide the original receipt, invoice, or valid proof of purchase.

Non-Returnable Items

Certain types of goods cannot be returned under any circumstances:

  • Custom-made, personalized, or altered products.
  • Perishable goods or items with a limited lifespan.
  • Sealed goods that are not suitable for return due to health protection or hygiene reasons, if they were unsealed after delivery.

4. How to Initiate a Return

If you wish to return an item, you must follow our mandatory return process:

  1. Contact Us First: Send an explicit email request to briar@kartontrade.com within 14 days of receiving your order. Include your order number, full name, and details of the item you wish to return.
  2. Receive Authorization: Our team will review your request and send you a Return Merchandise Authorization (RMA) email along with the correct return shipping address. Do not ship items back without this authorization.
  3. Pack Safely: Securely pack the item in its original packaging to ensure it is not damaged during transit.

5. Return Shipping Costs and Responsibilities

  • Customer Responsibility: The customer is solely responsible for paying all shipping costs associated with returning the item. Shipping costs are non-refundable.
  • Risk of Loss: The customer retains ownership and risk of the item until it safely arrives at our facility. We strongly recommend using a trackable shipping service and purchasing shipping insurance. We are not responsible for return shipments that are lost or damaged in transit.

6. Inspection and Processing

Once your return package is delivered to our facility in Zagreb, Croatia, it will undergo a mandatory physical inspection:

  • Inspection Timeline: The inspection process typically takes between 3 to 5 business days from the date of arrival.
  • Approval Status: If the item passes inspection and meets all criteria in Section 3, your refund will be approved.
  • Rejection Status: If the item is found to be used, damaged, missing parts, or not in its original packaging, the return will be rejected. In this case, no refund will be issued, and the item will be sent back to you at your own expense.

7. Refund Issuance

If your return is approved after physical inspection:

  • Method of Payment: The refund will be automatically applied to your original method of payment (e.g., credit card, PayPal, or bank transfer).
  • Refund Timeline: It may take 5 to 10 business days for the refund to appear on your bank or credit card statement, depending on your financial institution’s processing times.
  • Deductions: Original shipping charges paid at the time of purchase are non-refundable and will be deducted from your final credit.

8. Damaged or Defective Items

If you receive an item that is defective or damaged upon arrival, you must report it to us immediately:

  • Contact us at briar@kartontrade.com within 48 hours of delivery with your order number and clear photographic proof of the defect or damage.
  • The Return Rule Still Applies: Even for defective items, you must ship the physical item back to us following our instructions. We will inspect the defect physically.
  • If the defect is verified during inspection, we will cover the return shipping costs (by reimbursing you or providing a prepaid label) and offer you a free replacement or a full refund.

9. Contact Information

For any questions regarding this Refund and Returns Policy, please reach out to our customer support team:

  • Company Name: Karton Trade d.o.o.
  • Website: kartontrade.com
  • Postal Address: Ulica Ante Jakšića 23, 10000 Zagreb, Hrvatska / Croatia
  • Email: briar@kartontrade.com
  • Phone: +385(99)8615537