RETURNS AND REFUNDS
ZUNO design
Effective Date: 22 October 2026
1. GENERAL INFORMATION
This Policy governs consumers' right to withdraw from distance contracts, the return of goods and payments, and complaints concerning material defects.
The right to withdraw without giving a reason is distinct from the rights arising from defective goods.
2. RIGHT OF WITHDRAWAL PERIOD
Consumers generally have the right to withdraw from a distance contract without giving a reason within 14 days, subject to statutory exceptions.
For goods, the withdrawal period generally begins when the consumer or a designated person other than the carrier receives the goods. Where goods are delivered in separate consignments, the applicable rules relating to receipt of the final consignment apply.
For services, the withdrawal period generally begins on the date the contract is concluded.
It is sufficient to send the withdrawal statement before the withdrawal period expires.
3. WITHDRAWAL STATEMENT
EXERCISING THE RIGHT OF WITHDRAWAL
Consumers may exercise their right of withdrawal by sending an unequivocal statement by email to info@zunodesign.com or by post to Gupčeva ulica 10, Zagreb, Croatia.
The statement may include the order number, the customer's name and the information necessary to identify the contract.
Consumers may use the statutory withdrawal form, but its use is not mandatory.
To meet the withdrawal deadline, it is sufficient to send the withdrawal notice before the applicable period expires.
4. RETURNING GOODS
In the event of withdrawal from a contract, the consumer must return the product without undue delay and no later than 14 days from the date on which they informed the Seller of their decision to withdraw.
The deadline is met if the consumer dispatches the product before the 14-day period expires, unless the Seller has offered to collect the goods.
Return address:
ZUNO design
Gupčeva ulica 10
Zagreb, Croatia
Before returning a product, the customer may contact info@zunodesign.com to arrange the return procedure.
Prior contact with the Seller is not a condition for exercising the statutory right of withdrawal.
5. RETURN SHIPPING COSTS
Where a consumer exercises the statutory right of withdrawal without providing a reason, the consumer bears the direct cost of returning the product to the Seller, provided that the consumer was properly informed of this obligation before the contract was concluded.
The consumer may arrange the return using a suitable delivery service.
For bulky products that cannot normally be returned by post due to their size, weight or other characteristics, information about the return cost or a reasonable estimate of that cost is provided to the consumer before the contract is concluded, in accordance with applicable legal requirements.
This provision does not apply to costs associated with the exercise of justified statutory rights concerning defective products, which are governed by the applicable legal provisions.
RETURNS OF BULKY PRODUCTS
For bulky products that cannot normally be returned by post due to their dimensions, weight or other characteristics, the consumer is responsible for arranging suitable transportation to the ZUNO design return address.
The consumer bears the direct return transportation costs where permitted by law and where the consumer has been properly informed of this obligation before concluding the contract.
For products that cannot normally be returned by post, ZUNO design provides information about the return cost or a reasonable estimate before the contract is concluded, including an estimate of the maximum cost where the actual amount cannot be reliably determined in advance.
These provisions do not restrict consumers' statutory rights concerning defective products and do not apply where the Seller is legally required to bear the cost of collecting the goods.
6. HANDLING OF GOODS
Consumers may inspect the goods to the extent necessary to establish their nature, characteristics and functionality.
Handling the goods beyond what is necessary for this purpose may result in liability for any diminished value, subject to the applicable statutory conditions.
Opening the packaging or not having the original packaging does not, in itself, remove the right of withdrawal.
7. REFUNDS
In the event of a valid withdrawal, all payments received, including the cost of the least expensive standard outbound delivery option offered, will be refunded without undue delay and no later than 14 days after receiving the withdrawal notification.
For sales of goods, the Seller may withhold reimbursement until the goods have been received back or the consumer has provided evidence of having returned them, whichever occurs first, unless the Seller has offered to collect the goods.
Refunds will be made using the same payment method used for the original transaction, unless the consumer expressly agrees to another method that does not result in additional costs.
8. STANDARD PRODUCTS MANUFACTURED AFTER ORDERING
The fact that a standard product is manufactured only after an order has been placed does not, in itself, exclude the consumer's right of withdrawal.
9. GOODS MADE TO INDIVIDUAL SPECIFICATIONS
Under Croatian consumer protection legislation, the statutory right of withdrawal without providing a reason does not apply to goods made to the consumer's individual specifications or goods that are clearly personalised, where the legal conditions for this exception are met.
For ZUNO design, this may include products manufactured to individually agreed dimensions, specific technical requirements, special structural solutions or other individual customer requirements, as well as specially designed elements and structures.
The exception does not automatically apply to all standard products, products manufactured after an order has been placed, or every product for which a customer selects an available variant.
Where the statutory exception applies to a particular product, the customer will be clearly informed before concluding the contract, through the product information or individual quotation, that the right of withdrawal does not apply.
The exclusion of the right of withdrawal does not affect the customer's statutory rights concerning defective goods or other instances of non-conformity with the contract.
IMPORTANT INFORMATION ABOUT THE RIGHT OF WITHDRAWAL
This product is made to the customer's individual specifications. Under Croatian consumer protection legislation, the statutory 14-day right of withdrawal without giving a reason does not apply to this order.
This restriction does not affect the customer's statutory rights concerning defective products.
10. SERVICES AND CUSTOM PROJECTS
For individual and custom projects, ZUNO design may provide services including consultation, on-site measurements, conceptual design, technical development, delivery and installation.
If a consumer wishes an agreed service to begin before the statutory withdrawal period expires, ZUNO design obtains the consumer's express request and the required acknowledgement of the consequences before commencing the service.
The request and acknowledgement are obtained through a written statement or email and retained as part of the contractual documentation.
If the consumer exercises the right of withdrawal after the service has begun at their express request, they may be required to pay a proportionate amount for the service already provided, where the statutory conditions are met.
If the service has been fully performed, the consumer may lose the right of withdrawal only where they gave the required prior express consent and acknowledged that the right would be lost upon full performance.
Products manufactured to the customer's individual specifications are subject to the separate rules described in Section 10.
For contracts covering both goods and services, the applicable rules are determined according to the actual nature of the contract and applicable law.
11. MATERIAL DEFECTS
The Seller is liable for material defects in accordance with the Croatian Civil Obligations Act.
In consumer sales, the statutory two-year liability framework applies to defects that become apparent within two years of delivery, subject to applicable statutory conditions and exceptions.
As a general rule, consumers must notify the Seller of a defect within two months of discovering it.
Depending on the applicable statutory requirements, consumers may request repair, replacement, a price reduction or termination of the contract.
Statutory rights also apply to made-to-measure products.
12. SUBMITTING A COMPLAINT
Customers may submit complaints concerning defective products by email to info@zunodesign.com or in writing to:
ZUNO design
Gupčeva ulica 10
Zagreb, Croatia
Complaints may also be submitted in person at the business address stated above.
To facilitate the assessment of a complaint, customers are encouraged to provide their order number, a description of the defect and their contact details and, where possible, photographs of the product. Providing photographs is not a mandatory condition for exercising statutory rights.
ZUNO design reviews the complaint and, where necessary, requests additional information or arranges an inspection of the product.
Where a physical inspection is necessary to assess the defect, the method of delivery, inspection or collection is agreed with the customer, taking into account the product's dimensions and the circumstances of the case.
For bulky products and installed structures, an on-site inspection may be arranged where necessary.
Where a defect for which the Seller is legally responsible is established, the customer's applicable statutory remedies are provided without costs that the law requires the Seller to bear.
Submitting a complaint does not limit the customer's rights under Croatian contract law or other applicable legislation.
13. WRITTEN CONSUMER COMPLAINTS
Receipt of a written complaint will be acknowledged without delay.
A written response to a consumer's written complaint will be provided within 15 days of receipt, including a statement as to whether the complaint is considered justified.
Records of written complaints will be retained on a durable medium for one year from the date of receipt.
14. DAMAGE DURING TRANSPORT
Customers are advised to inspect their consignments upon delivery and promptly report any damage.
Failure to report damage to the carrier immediately upon receipt does not, in itself, remove the customer's statutory rights.
15. BUSINESS CUSTOMERS
Business customers do not automatically benefit from the statutory consumer right to withdraw from a contract within 14 days.
Their rights are governed by the applicable provisions of the Croatian Civil Obligations Act and other lawfully agreed contractual terms.
16. CONTACT
M-Design, obrt za dizajn
Crljenik 32b, Stankovci, Croatia
22 October 2026