These rules apply to consumers, meaning natural persons who purchase products outside their trade, business, craft, or professional activity.

Right of withdrawal

For consumer contracts subject to Croatian, European Union, EEA, or United Kingdom withdrawal rules, the consumer has the right to withdraw from a contract concluded through our online store within 14 days without giving a reason.

The period begins on the day the product is handed over to the consumer or to a person designated by the consumer who is not the carrier. If products or parts from the same order are delivered separately, the period begins upon receipt of the last product, part, or shipment.

A withdrawal statement may also be submitted before the product is delivered. If the product has already been dispatched and the shipment cannot be stopped, the product return procedure and the applicable direct return cost will apply.

WITHDRAWAL / RETURN

To exercise the right of withdrawal, it is not necessary to provide a reason, send photographs or videos, or obtain prior approval or a return authorisation number.

Standard products

The 14-day right of withdrawal applies to products from our standard public range, including:

• standard furniture models
• a choice from standard colours, materials, or other catalogue options offered in advance
• standard wallpaper from our range
• a choice of an existing design, quantity, or standard wallpaper size offered in advance
• A3 wallpaper samples.

The fact that a product is made after an order has been received does not automatically mean that it has been made to the customer’s individual specifications.

Standard wallpaper and samples

The customer may open, unroll, and inspect standard wallpaper to the extent necessary to establish its nature, characteristics, and functioning. Opening the outer packaging does not in itself exclude the right of return.

The customer is responsible for any diminished value of the wallpaper resulting from handling beyond what is necessary to inspect it.

Wallpaper that has been cut, had its protective backing removed, been adhered, installed on a wall, removed from a wall, soiled, creased, or otherwise used may suffer a significant diminution in value. The same applies to a standard A3 sample that has been adhered, used, or damaged.

If such handling means that the wallpaper or sample can no longer be resold or used, the diminution in value may, where objectively justified and demonstrable, amount to the full price of the product. Any diminution in value is assessed individually after inspection of the returned product and is not applied automatically.

This does not affect the customer’s rights if the wallpaper or sample is damaged, defective, incorrectly produced, or not delivered in accordance with the order.

Individually customised products

There is no right of withdrawal due to a change of mind for goods made to the customer’s genuine individual requirements or clearly customised for the customer.

Such products are not currently contracted through a standard online-store order but through a separate offer outside the online store. For wallpaper, individual customisation may include, for example:

• an individual change to colours, pattern, or composition
• adding, removing, or repositioning design elements
• adding a name, text, symbol, or logo
• creating a new design at the customer’s request
• production to specially agreed non-standard customer dimensions.

Choosing an existing design, quantity, or one of the standard sizes offered in advance does not in itself constitute individual customisation.

Before such an order is concluded, the customer is provided with a visual representation or description of the agreed customisation for approval and is informed that no right of withdrawal due to a change of mind applies to that product.

Once the customer confirms the customised design or specification and concludes the order, the product is considered to have been made to the customer’s specifications.

This restriction does not affect the customer’s rights if the product is damaged, defective, or not produced or delivered in accordance with the approved design and specification.

Product condition and packaging

The customer may inspect and handle the product only to the extent necessary to establish its nature, characteristics, and functioning, in the same way as would be possible in a physical shop.

Original packaging is recommended for a safe return but is not an absolute condition for exercising the right of withdrawal. If the original packaging is unavailable, the product must be packed in other suitable packaging that provides comparable protection during transport.

We recommend that the customer keep the packaging during the withdrawal period and take care not to damage it unnecessarily when unpacking. We will provide written instructions for safe packing. We may request photographs of the packed product to check its protection and help prevent damage, but providing photographs is not a condition for a valid withdrawal statement.

The customer is responsible only for an actual and demonstrable diminution in value caused by handling beyond what was necessary or by inadequate packing of the product for return transport. Any diminution is assessed individually on the basis of inspection and evidence, rather than through an automatic percentage or restocking fee.

Furniture may be carefully unpacked, assembled in accordance with the instructions, inspected, and briefly tested to the extent necessary to check the product. Prolonged use, stains, unpleasant odours, pet hair, scratches, damage to fabric or wood, alterations, attempted repairs, or treatment of materials with chemicals or other substances may cause a demonstrable diminution in value.

Poor packing does not in itself remove the right of withdrawal, but the customer may be responsible for damage and a demonstrable diminution in value causally linked to inadequate packing. If the product was adequately packed and the carrier caused the damage, the customer does not bear the cost of that damage.

Return time and procedure

For returns from Croatia, the European Union, countries of the European Economic Area outside the European Union, and the United Kingdom, RETRO DESIGN arranges collection through DPD. The customer must cooperate without delay in arranging a collection time and prepare the product for safe collection.

After receiving the withdrawal statement, we will send confirmation and instructions, including a return label, collection arrangements, and, where necessary, the address for the physical return of the product. Do not send the product independently before receiving our instructions.

Return costs

When exercising the right of withdrawal due to a change of mind, the customer bears the direct cost of returning the product. For Croatia, the European Union, countries of the European Economic Area outside the European Union, and the United Kingdom, RETRO DESIGN arranges collection, and the applicable amount is deducted from the refund:

If furniture and wallpaper from the same order are returned, the returns are arranged as separate shipments and the applicable return costs are added together. If only part of an order is returned, only the return cost of the product being returned is charged.

These costs do not apply when a product is returned because it is defective, incorrect, damaged in delivery, or otherwise not in conformity with the contract. In such cases, RETRO DESIGN arranges and bears the necessary cost of collection, repair, replacement, or another statutory remedy.

Refunds

For consumer contracts subject to Croatian, European Union, EEA, or United Kingdom withdrawal rules, we will refund the payments received without undue delay and no later than 14 days after the day on which we received the withdrawal statement.

Because we offer and arrange collection of the goods for those markets, the refund period does not begin only when the product is returned. We will arrange collection and inspection quickly enough for the refund, the calculation of the direct return cost, and any demonstrable diminution in value to be completed within the applicable statutory period.

If the entire contract is withdrawn from, the refund also includes the cost of the least expensive standard delivery option we offered. Additional costs arising because the customer selected a more expensive or special form of delivery are not refunded.

The refund is made using the same means of payment used for the purchase. Another method, including a bank transfer to an account, is used only if the customer expressly agrees and incurs no additional costs as a result.

The refund may be reduced by the previously published direct return transport cost that we arranged and by any actual, reasonable, and demonstrable diminution in the value of the product. We will provide the customer with an explanation and calculation of any diminution in value identified.

Voluntary returns for customers in the USA

For customers in the United States of America, the option to return standard wallpaper or an A3 sample is a voluntary contractual right provided by RETRO DESIGN.

The customer must submit a return statement within 14 days of delivery and send the product without undue delay, no later than within the following 14 days, by tracked shipment to an address in Croatia in accordance with the instructions provided. The customer arranges and pays the actual return cost.

After the product has been received and inspected, an approved refund is generally initiated on the same or the next business day. The rules concerning product condition, packaging, diminution in value, and defective, damaged, or incorrectly delivered products apply as appropriate.

Damaged, defective, or incorrectly delivered products

A claim concerning a damaged, defective, incorrectly produced, or incorrectly delivered product is separate from withdrawal due to a change of mind, and the customer is not charged return transport for exercising those rights.

You may submit a claim to info@retrodesign.hr, stating the order number and a description of the issue and, where possible, attaching photographs or a video showing the defect.

Photographs and videos can help us resolve a claim more quickly, but their absence does not in itself exclude the customer’s statutory rights.

Please report visible transport damage as soon as possible and, where possible, have it recorded by the courier upon delivery, preferably immediately or within 24 hours. Failure to meet this recommended time frame does not in itself remove the customer’s statutory rights concerning a product defect.

The customer should keep the packaging, labels, and damaged product until receiving our instructions. RETRO DESIGN, rather than the customer, handles the necessary communication and procedure with the delivery service.

We will acknowledge receipt of a written complaint without delay and respond within the statutory maximum period of 15 days.

Cancelling an order before delivery

A request to cancel a standard product before delivery may be submitted through the Withdrawal / return page or by email to info@retrodesign.hr.

If the product has not yet been dispatched, the entire amount paid will be refunded. If the product has already been handed over to the carrier and the shipment cannot be stopped, the return procedure and the applicable direct return cost will apply.

There is no statutory right of withdrawal due to a change of mind for a product made to the customer’s genuine individual specifications and contracted through a separate offer outside the online store. However, we may voluntarily accept a cancellation if production has not yet begun. Such a cancellation takes effect only upon our written confirmation.

RETRO DESIGN d.o.o.
Dalmatinska ulica 22, 10360 Sesvete – Soblinec, Croatia
OIB: 48522168716
Telephone: +385 1 3464 790 and +385 99 8445 838
Email: info@retrodesign.hr