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Refund and Returns Policy
Effective Date: March 31, 2026
This Refund and Returns Policy (“Policy”) is provided by KUBOVIĆ AUTO j.d.o.o. (“we,” “us,” “our”) for customers (“you,” “your”) who purchase products via our e-commerce website, www.kubovicauto.com. Please read this policy carefully before making a purchase. By placing an order, you agree to be bound by the terms herein. This policy explicitly prohibits refund-only requests without the physical return of the item.
1. Returns Eligibility & Conditions
We accept returns for most new, unused items in their original condition, with all tags, labels, protective films, and packaging intact, within 30 calendar days from the date you received the item.
- Eligible Items: Must not be used, installed, damaged, altered, or missing any original parts or packaging. They must be in a resalable condition.
- Non-Returnable Items:
- Items clearly labeled as “Final Sale,” “Non-Returnable,” or “As-Is.”
- Software, digital products, or downloadable items once the license key is revealed or the download is initiated.
- Personalized, custom-made, or special-order products.
- Products damaged due to customer misuse, improper installation, neglect, or accidents.
- Items without the original receipt or proof of purchase.
2. The Return Process (Step-by-Step)
Returns are not automatic. You must initiate the return process and receive a Return Merchandise Authorization (RMA) number before sending any item back. Returns shipped without a valid RMA will be refused and returned to sender at your expense.
- Initiate a Return Request: Contact our Customer Service within the return period via email at cludsion@kubovicauto.com or phone at +385 1 889 5701. Provide your order number, the item(s) you wish to return, and the reason for return.
- Receive RMA Instructions: Our team will review your request. If approved, we will issue a unique RMA number and provide detailed instructions, including the return shipping address (KUBOVIĆ AUTO j.d.o.o., Baranovićeva ulica 6, 10000 Zagreb, Croatia) and any specific packaging requirements.
- Pack and Ship: Securely pack the item in its original packaging along with all accessories, manuals, and documentation. Include a copy of your order confirmation/packing slip. Write the RMA number clearly on the outside of the box. Ship the package using a traceable and insured carrier. We strongly recommend retaining your shipping proof.
- Inspection & Processing: Upon receipt at our warehouse, our team will inspect the returned item(s) to verify they meet the eligibility conditions outlined in Section 1. This process typically takes 5-7 business days after we receive the package.
3. Refunds (Following Successful Return)
Key Policy Emphasis: We do not offer “refund-only” solutions. A refund is issued only after we have received the physical return, and it has passed our quality inspection.
- Timing: Once your return is approved, your refund will be processed within 10 business days. The funds will then be credited back to your original payment method. The time it takes for the credit to appear on your account depends on your bank or card issuer’s policies.
- Refund Amount: You will be refunded the purchase price of the returned item(s). Please note: Original shipping and handling charges are non-refundable. For returns that are not due to our error (e.g., wrong or defective item), you are responsible for the cost of return shipping. These return shipping costs will be deducted from your refund.
- Deductions: We reserve the right to deduct a restocking fee of up to 15% of the item’s value if it is returned used, damaged, missing parts, or without its original packaging, or if the return is not a result of our error.
4. Exchanges
We recommend processing a return for a refund and placing a new order for the desired item, as this is often faster. If you require an exchange for a different item (subject to stock availability), please contact customer service. The same return conditions and inspection process apply. You will be responsible for any price difference and additional shipping costs.
5. Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery. Provide your order number and clear photographs/video evidence of the issue. We will arrange for a return at our expense and, upon confirmation, will prioritize sending a replacement (if available) or issue a full refund (including original shipping costs).
6. Cancellations
You may request to cancel an order before it has been processed for shipment. Contact us immediately. If we are able to cancel it, a full refund will be issued. Once the order has been shipped, our standard Return Policy applies.
7. Non-Returnable & Final Sale Items
Certain items, as specified on the product page at the time of purchase, are marked as Non-Returnable or Final Sale. These items are sold “as-is” and are not eligible for return, exchange, or refund under any circumstances unless required by applicable consumer law.
8. Contact Information
For all return-related inquiries, to initiate a return, or for further clarification on this policy, please contact:
KUBOVIĆ AUTO j.d.o.o.
Customer Service Department
Baranovićeva ulica 6,
10000 Zagreb,
Croatia
Email: cludsion@kubovicauto.com (Preferred for documentation)
Phone: +385 1 889 5701
Website: www.kubovicauto.com
This policy is designed to comply with applicable consumer protection laws in Croatia and the EU, including the mandatory 14-day right of withdrawal for distance contracts. However, our general return window is extended to 30 days as a goodwill gesture, subject to the conditions stated above. The core principle remains: a valid physical return is an absolute prerequisite for any refund.