Refund policy

Complaints, Returns, and Contract Withdrawal

We accept complaints, requests for replacement or return of goods, and declarations of unilateral contract withdrawal in accordance with applicable legal requirements and deadlines.

Complaints

If a shipment purchased from our online store is damaged during transport, such damage should be visible at the time of delivery. In such cases, please refuse to accept the package.

For any complaint regarding purchased goods, the customer must send a justified complaint to HelenArt Ceramic by email, fax, or in writing, and provide a copy of the invoice for the relevant item.

Replacement or Return of Goods

If a customer is dissatisfied with the delivered goods for any reason, they may return or exchange the unused item for a refund within 14 days of receipt.

To exercise this right:

  1. Before the 14-day period expires, send a clear, signed statement of withdrawal by post (to: HelenArt Ceramic, Ante Starčevića 2f, 23420 Benkovac) or email (helenart.ceramic@gmail.com) along with a copy of the invoice.

  2. Return the item undamaged, unused, and in its original packaging, including all accessories and documentation.

  3. Clearly indicate the return address: HelenArt Ceramic, Ante Starčevića 2f, 23420 Benkovac.

Customers may use the Contract Withdrawal Form, which is included in the shipment with the invoice and other documentation.

Unilateral Contract Withdrawal (Online Purchases)

You may withdraw from the contract within 14 days without providing a reason. To do so, notify us with a clear statement sent by post, fax, or email, including your name, address, and contact information. You may also use the provided Contract Withdrawal Form.

The 14-day period starts from the day the goods are delivered to you or to a third party designated by you who is not the carrier.

Once you withdraw, we will refund all payments received, including delivery costs, without delay and no later than 14 days after receiving your withdrawal notice. Refunds will be made using the same payment method you used, unless you agree to another method without additional cost.

Refunds will only be processed after the returned goods are received. You must return the goods without undue delay, and no later than 14 days from the withdrawal notice.

Goods should be returned to:

HelenArt Ceramic
Ante Starčevića 2f
23420 Benkovac

You will be considered to have returned the goods on time if you dispatch them before the 14-day period expires.

Return or Exchange at Our Expense

Replacement or return at our expense (except if you choose a more expensive delivery method) applies in the following cases:

  • Delivery of goods not ordered

  • Delivery of expired goods

  • Delivery of goods that do not match the description on the HelenArt Ceramic website

  • Delivery of defective goods (including defects discovered within 14 days of receipt) or visibly damaged goods

In these cases, your withdrawal statement should include the product name and reason for return or exchange, with supporting evidence.

For all other cases, return shipping costs are borne by the customer.

You are responsible for any reduction in the value of the goods resulting from handling them, except when necessary to determine the nature, characteristics, and functionality of the goods.