Complaints Policy

Complaints Policy

Vagabundo adheres to consumer protection policies. As our customer, you have the right to return purchased goods within 5 days of receiving your order in the following cases:

Upon receiving the package, please inspect it in the presence of the delivery courier. If there are visible damages (torn parts, dents), you should not accept the package. In this case, please call us at +385 (0)52 741 990 or send an email with your details (name, surname, phone number) to [email protected], stating the reason for refusing the package. We will inform you about further procedures as soon as possible.

If you have received the package and, after opening the box, find that the delivered goods do not match your order or the invoice details are incorrect, please contact us within 24 hours of receiving the package by calling +385 (0)52 741 990 or by sending an email with your details (name, surname, phone number) to [email protected], describing the issue. We will provide further instructions promptly.

If any defects appear in the purchased product as defined by the Consumer Protection Act, please follow the procedure outlined in our consumer complaints policy for goods purchased online. Submit the completed complaint form to [email protected].

For defective goods, Vagabundo covers the return shipping costs.

In cases where a defective product can be replaced or refunded, we will send a courier to collect the defective product and return it to our warehouse. Once the product arrives at our warehouse, we will notify you about the refund or shipment of a replacement product. Refunds or replacements will be processed within 15 days.

Return Conditions

According to Article 72 of the Consumer Protection Act, the customer may cancel an order within seven (7) days without stating a reason. The cancellation period starts from the day the customer receives the order confirmation. The customer must notify the seller of the cancellation via email. The order is considered canceled when the seller receives the written notification (email).

Order Cancellation Contacts:

Phone: +385 (0)52 741 990
Email: [email protected]

If you are not satisfied with the ordered product, you have the right to return it within 8 days. The customer covers the cost of returning the product.

If the customer is dissatisfied with a product purchased from www.vagabundo.hr, they may return or exchange it for the same product in a different size or another product from our range of equal or higher value.

The sender always covers the shipping cost unless otherwise agreed in advance. Cash-on-delivery shipments will not be accepted.

Since products purchased online cannot be physically inspected before purchase, we allow returns within the legally defined period. Below is a guide on how to properly inspect products to ensure eligibility for returns or exchanges:

Carefully open the packaging upon delivery, ensuring it remains undamaged until you confirm that the product meets your expectations.
When handling and inspecting lacquered surfaces, take special care to avoid damage.
Careless removal of protective films or materials may cause surface damage.
Products showing signs of use (dust, stains, scratches, etc.) cannot be returned or exchanged.
Opened items cannot be returned or exchanged.

The customer has 5 days to return the product and receive a refund.