Right of Withdrawal

Withdrawal and Exchange/Return Policy

Consumers have the right to withdraw from a purchase contract concluded through the Croata online store within 14 days, without giving any reason.

For the purchase of goods, the 14-day withdrawal period begins on the day the goods are received by the consumer or by a third party designated by the consumer, other than the carrier.

If a single order includes multiple products that are delivered separately, the withdrawal period begins on the day the last product or the final shipment is received.

How to Exercise Your Right of Withdrawal

The quickest and easiest way to exercise your right of withdrawal is by completing the online withdrawal form available on this page.

Once the form has been successfully submitted, you will immediately receive an email confirming receipt of your withdrawal request, together with the date and time it was submitted.

You may also notify us of your decision to withdraw from the contract by means of any other clear and unambiguous statement:

By email:
web@croata.hr

By post:
Potomac Grupa d.o.o.
Trg kralja Tomislava 4
10000 Zagreb
Croatia

You may also use the standard withdrawal form available for download; however, its use is not mandatory.

To meet the withdrawal deadline, it is sufficient to send your notice of withdrawal before the 14-day withdrawal period has expired.

Online Withdrawal Form

By completing and submitting this form, you are notifying us of your decision to withdraw from the contract for the purchase of the selected products.

Once we receive your withdrawal request, we will process it as quickly as possible and keep you informed of the next steps.

First and Last name (*required)

Email address for receiving the confirmation (*required)

Order number or other purchase information (*required)

If you do not have your order number, please provide the purchase date, the email address used for the purchase, or any other information that will help us identify your order.

This withdrawal applies to (*required)

Product(s) to which the withdrawal applies (*required)

Please provide the product name, product code, or any other information that will help us identify the product.

Date of receipt of the product

Consumer's address

Phone number

Additional notes

You are not required to provide a reason for withdrawing from the contract.

We will use your personal data solely for the purpose of processing your withdrawal request, issuing your refund, and complying with our legal obligations, in accordance with our Privacy Policy.

Product Returns

After submitting your notice of withdrawal, you must send or return the product without undue delay and no later than 14 days from the date on which you informed us of your decision to withdraw from the contract.

Please include your order number or a copy return the product to:

Potomac Grupa d.o.o. – CROATA online
Ilica 5
10000 Zagreb
Croatia

Please include your order number or a copy of your withdrawal confirmation with the returned product to help us process your return more efficiently.

The consumer is responsible for the direct cost of returning the product.

Condition of the Returned Product

You may inspect and try the product only to the extent necessary to determine its nature, characteristics, and functionality.

Please return the product undamaged, with all accompanying parts and tags, and, where possible, in its original packaging.

The consumer is liable for any diminished value of the product resulting from handling beyond what is necessary to establish the product's nature, characteristics, and functionality.

The absence of the original packaging alone will not be considered a sufficient reason to refuse the withdrawal or deny a full refund.

Refunds

Following a valid withdrawal from the contract, we will reimburse all payments received under the contract, including the cost of the least expensive standard delivery option we offered, without undue delay and no later than 14 days from the date on which we received your notice of withdrawal.

If you chose a delivery method that was more expensive than the least expensive standard delivery option we offered, the additional delivery costs will not be reimbursed.

We may withhold reimbursement until we have received the returned product or until you provide proof that you have sent it back, whichever occurs first.

The refund will be made using the same payment method used for the original transaction, unless you expressly agree to a different method of reimbursement, at no additional cost to you.

Products Excluded from the Right of Withdrawal

The right of withdrawal does not apply to products made to the consumer's specifications or clearly personalized for the consumer.

For CROATA products, this may include, for example:

Products with personalized initials;

Products with specially made or personalized labels;

Made-to-measure shirts;

Products manufactured according to the customer's individual requirements; and

Products that have been clearly and irreversibly customized at the customer's request.

Before the customer confirms the order, they will be clearly informed if the selected product is personalized or specially customized and that, in such cases, the right of withdrawal does not apply.