TOMKIĆ SUVENIRI

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Refund and Returns Policy

Effective Date: June 1, 2026

1. Overview

At Tomkić Suveniri d.o.o., we want you to be completely satisfied with your purchase from tomkicsuveniri.com. If you are not entirely happy with your ordered souvenirs, we are here to help. This Refund and Returns Policy outlines the conditions under which products can be returned and refunded.

By making a purchase on our website, you agree to the terms of this policy.

2. Strict “No Refund-Only” Policy (Return Required)

We do not offer “Refund-Only” options under any circumstances.

To qualify for a refund, store credit, or a replacement product, you must return the physical item back to our warehouse.

  • No Financial Reimbursement Without Return: We will not issue financial reimbursements while you retain ownership or possession of the product.
  • Return Shipping Verification: No refund process will be finalized until the item is successfully delivered to our address, inspected, and approved by our quality control team.
  • Exceptions: There are absolutely no exceptions to this rule. This applies to all orders, including cases where customers claim the item is no longer wanted, purchased by mistake, or does not meet personal expectations.

3. Return Conditions and Timeframes

In accordance with EU consumer protection laws, you have the right to return your purchase under the following conditions:

  • Return Window: You must initiate a return request within 14 calendar days from the date you received your package.
  • Product Condition: Items must be returned in their original condition. They must be unused, unwashed, unaltered, and undamaged.
  • Packaging and Tags: Products must be returned in their original packaging with all original tags, labels, and certificates attached.
  • Proof of Purchase: A valid receipt, invoice, or order confirmation number must be included in the return package.

Non-Returnable Items:
Certain types of goods cannot be returned due to hygiene, customization, or safety reasons:

  • Custom-made, personalized, or engraved souvenirs.
  • Perishable goods (such as local food items or sweets).
  • Opened cosmetics, hygiene products, or intimate items.
  • Items purchased on “Final Sale” or clearance.

4. Step-by-Step Return Process

To return an item, you must strictly follow these steps to avoid cancellation of your request:

  1. Submit a Request: Contact our customer service team via email at skyemist@tomkicsuveniri.com or call us at +(385)1 4859900. Provide your name, order number, and the specific items you wish to return.
  2. Receive Authorization: Wait for our team to verify your order and issue a Return Merchandise Authorization (RMA) email with shipping instructions.
  3. Pack the Items: Securely pack the items in their original packaging to prevent damage during transit. Include a copy of your invoice inside the parcel.
  4. Ship the Package: Send the parcel to our physical company address:Tomkić Suveniri d.o.o.
    Grižanska ulica 69, 10000 Zagreb, Hrvatska
  5. Provide Tracking: We highly recommend using a trackable shipping service or purchasing shipping insurance. You must email the tracking number to us once the package is dispatched. We cannot guarantee that we will receive your returned item without tracking.

5. Shipping Costs for Returns

  • Customer Responsibility: You are responsible for paying your own shipping costs for returning items. Shipping costs are completely non-refundable.
  • Damaged or Incorrect Items: If you are returning an item because it arrived damaged, defective, or because we shipped the wrong item, the physical item must still be returned to us. However, upon verification of the defect, we will reimburse your standard return shipping costs or provide a prepaid shipping label.

6. Inspection, Approval, and Refund Processing

Once your return package arrives at our warehouse, it will undergo a formal inspection:

  • Inspection Timeline: The inspection process takes between 3 to 5 business days from the date of arrival.
  • Approval Notification: We will send you an email to notify you that we have received your returned item and whether your refund request is approved or rejected based on the product condition.
  • Processing the Refund: If approved, your refund will be processed immediately. The credit will automatically be applied to your original payment method (e.g., credit card, PayPal, or bank transfer).
  • Bank Processing Time: Please note that it may take an additional 5 to 10 business days for your bank or credit card company to post the refund to your account.

7. Damaged, Defective, or Broken Items

We take great care in packaging our souvenirs securely. If your order arrives broken or damaged during transit, the following rules apply:

  • Reporting Period: You must report the damage to skyemist@tomkicsuveniri.com within 48 hours of package delivery.
  • Evidence Required: You must provide clear photographic or video evidence of the damaged product and the external shipping box.
  • Return of Damaged Goods: Even if an item is broken into pieces, we still require the physical remnants to be shipped back to us for evaluation and courier insurance claims before a replacement or refund is issued. We will cover the shipping costs for verified transit damage.

8. Late or Missing Refunds

If you have received an approval email but have not seen the refund in your account yet:

  1. Check your bank account or credit card statement again.
  2. Contact your credit card company; it can take some time before your refund is officially posted.
  3. Contact your bank to see if there is a processing delay.
  4. If you have done all of this and still have not received your refund, please reach out to us at skyemist@tomkicsuveniri.com.

9. Contact Information

For any inquiries regarding returns, shipping tracking, or refund updates, please contact our support team:

  • Company Name: Tomkić Suveniri d.o.o.
  • Website: tomkicsuveniri.com
  • Mailing Address: Grižanska ulica 69, 10000 Zagreb, Hrvatska
  • Email: skyemist@tomkicsuveniri.com
  • Phone: +(385)1 4859900