Complaints and returns

According to Art. 57, paragraph 1 of the Consumer Protection Act (NN, No. 41/2014), a distance contract may be terminated by the consumer, without stating a reason, within fifteen (15) days The deadline for termination of the contract starts from the day when the consumer received the product and confirmation of the prior notice. The products returned by the Buyer to the Seller must be unused, in the original packaging, with all associated parts, undamaged and completely correct. Along with the returned products, the Buyer must enclose the original invoice with a letter on the quantity of the product and the number of the current / transaction account to which the refund will be made. The seller is not obliged to accept a package with the cost of delivery, or consignments that do not comply with its general terms and conditions.


Online Consumer Dispute Resolution Platform (ORS Platform)

Article 14. paragraph (1) of Regulation (EU) no. 524/2013. 524/2013. about the on-line settlement of consumer disputes, which has been in force since 9 January 2016. stipulates the obligation of traders established in the European Union who participate in contracts for online sales or services and online markets established in the Union to provide an easily accessible electronic link to the ORS Platform on their website:

You can unilaterally terminate the contract by email at or by calling +385917698160, and the total amount of the purchased product will be refunded.

The cost of delivery of product returns is borne by the Buyer.

Product returns are made to the address:
Kištra j.d.o.o., Kneza Mislava 15, 10 000 Zagreb, Croatia

Also, the customer can find information on their rights and responsibilities through the Croatian Ordinance on the content and form of information on the right of consumers to unilaterally terminate distance contracts and off-premises contracts (NN 72/14).



In accordance with Art. 10 10. paragraph 3 of the Consumer Protection Act (OG No. 41/2014) we inform consumers that they can send a complaint about the quality of our products and / or services to the email address

We consider customer complaints to be an absolute priority, so we will try to respond to them as soon as possible, and no later than 15 days from the date of receipt of the letter to our address.


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