Returns, Exchanges and Complaints

Return and Exchange of Goods

According to the Consumer Protection Act, Article 72, every consumer has the right to terminate a contract concluded outside of business premises or concluded remotely within 14 days.

A return or exchange of goods is possible if sent back to the seller in the original packaging and with the presentation of the receipt. Ordered items can be exchanged for the same item of a different size or another item (or items) within 14 days of receiving the package.

The cost of returning the item and its re-shipment is borne by the buyer, except in cases where the item has physical damage not caused by the buyer.



You can unilaterally terminate the contract within 14 days without giving a reason.

To exercise the right to unilateral termination of this Contract, you must inform us of your decision to unilaterally terminate the contract before the deadline, by an unambiguous statement sent by mail or e-mail, providing your name, surname, address, phone number, or e-mail address.
The deadline for unilateral termination is 14 days from the day when you or a third person you designated, who is not the carrier, had the goods delivered into your possession.

If you unilaterally terminate this Contract, we will refund the money we received from you, no later than 14 days from the day we received your return package. 
Refunds will be made in the same way you made the payment.
We can make a refund only after the goods have been returned to us.
You are considered to have met your obligation on time if you send or hand over the goods to us before the expiration of 14 days from the day when you sent us your decision on the unilateral contract termination.
You must bear the direct costs of returning the goods.
You are responsible for any decrease in the value of the goods resulting from handling the goods, other than what was necessary to determine the nature, characteristics, and functionality of the goods.

We will provide you with a confirmation of receipt of the unilateral contract termination notice immediately by e-mail.
Before any return or exchange of goods, please contact us via email at

Execute returns at address below:

HNS International d.o.o. (warehouse)
Address: Zagrebačka cesta 205
10000 Zagreb, Croatia
Bank account: HR7523400091111229812


HNS International d.o.o. assumes responsibility for material defects in accordance with the Obligations Act.
We will consider a complaint valid if upon inspection of the product we determine that it meets the complaint conditions in accordance with the Obligations Act and the Consumer Protection Act. In such a case, we will replace the product within 15 days of receiving a valid complaint.
A complaint about an item purchased through our webshop is submitted by a request for complaint, by e-mail to:

Shipping and return costs in the case of a physical product defect are borne by the seller, while in other cases they are borne by the buyer (this refers to changing the size, item, etc.).
The buyer can choose another product or request a refund through unilateral contract termination.
If the new product chosen by the buyer is more expensive than the existing one, the buyer will pay the difference.