Return policy

After delivery, there is no possibility to cancel the purchased product and refund the amount paid, except in cases where the user has the right to cancel the purchase based on the mandatory provisions of the Consumer Protection Law.

In that case, you can submit a request for the return of the product to the email [email protected]. KASTRUM DOO will respond to your request within the legally stipulated period of 15 days.

The product return request should contain the following information: first name, last name, email, phone, username, product name, product code, product quantity, proof of payment and reason why you want to withdraw the purchase.

What you need to know before you apply is the following:

If you want to submit a request for the return of a product that has already been delivered to you, before submitting this request, make sure that the product has not been used, opened or damaged. In the case of submitting a request for the return of a product that has already been delivered to you, you agree to bear the costs of shipping the product to the required location of the seller or to deliver the product to the seller’s address yourself. Refunds for returned products are made upon receipt of the returned product at the required designated location.

When returning a certain product, without the fault of the seller, we inform you that the administrative costs for processing the refund transaction are borne by you, in the amount of 5% of the total paid value. If you request the funds to be returned to your account, the refund is made in the same way as the payment was made, and the funds reduced by the amount of 5% will be made available to you within 3 to 7 working days (depending on the bank) after the confirmed refund for which you will be notified by email.

Claim for damage caused during transport

Our products are always properly and safely packed, so that there is no possibility of them being damaged during transport. After the product(s) have been delivered, please check thoroughly that the product(s) are undamaged. The deadline for reporting damage during transport is 24 hours. If you notice damage (i.e. if the product arrived damaged, scratched, etc.), please send us photos of the packaging and the damaged product to the following e-mail: [email protected]

In addition to the photos, please also include the time when the delivery was made, as well as the number of the retail invoice on which you purchased the product. After you send us the necessary information, you will be contacted by our contact center and they will arrange for the delivery service to visit you and make a record of the damage. After your damage claim is documented in this way, it will be processed as soon as possible.