Returns & withdrawals

Draft for legal review — not final. Have counsel approve before treating this as binding shop policy.

This draft outlines how returns and the EU right of withdrawal may apply to SOUV online shop orders. Final wording must be approved by legal counsel for Croatia / EU consumer law.

Right of withdrawal (EU consumers)

If you buy as a consumer in the EU/EEA, you may generally withdraw from the purchase within 14 days of receiving the goods, without giving a reason, unless an exception applies. The period usually starts the day after you (or a third party you indicate) receive the order.

How to return

Contact us before returning items, using the details in your order confirmation. We will tell you how to send the goods back. Unless we agree otherwise, you are responsible for return shipping costs and for keeping items in a resalable condition with original packaging where possible.

Exceptions

Personalized or custom-assembled goods (for example magnet packs built from your chosen designs) may be excluded from withdrawal once production or personalization has begun, where allowed by law. Sealed goods unfit for return for health or hygiene reasons may also be excluded if unsealed after delivery.

Refunds

If a withdrawal or accepted return applies, we refund the price paid for the returned goods using the original payment method, within the timelines required by law, after we receive the goods or proof of return. Shipping fees may be handled as required by applicable consumer rules.

Damaged or wrong items

If your order arrives damaged or incorrect, contact us promptly with your order number and photos. We will arrange a replacement or refund as appropriate.

Contact

Use the contact form on souv.app or the support email in your order confirmation for returns and withdrawal requests.