Returns and complaints

Last updated: 21 August 2026

1. Personalised goods and withdrawal

Vinyl lettering is made to your specifications. Because you select the text, font, colour, dimensions, finish and quantity, the product is not covered by the 14-day right of withdrawal. This exception is set out in Article 86(1)(3) of the Croatian Consumer Protection Act and Article 16(c) of Directive 2011/83/EU for goods made to the consumer’s specifications or clearly personalised.

A change of mind, text entered incorrectly or a dimension selected and confirmed by the customer is therefore not by itself a basis for returning a personalised product. If production has not started, contact us immediately and we will try to help, but a change or cancellation cannot be guaranteed.

2. Damaged, incorrect or non-conforming product

The withdrawal exception does not remove your rights where goods are defective, arrive damaged or do not match the confirmed configuration. Depending on the statutory conditions, you may request:

repair or replacement
a proportionate price reduction
termination and refund where the legal conditions are met

The available remedy and sequence of remedies are governed by mandatory rules on defects and conformity of goods.

3. How to make a complaint

Submit a written complaint:

by email to [email protected], or
by post to TIJAN, obrt za trgovinu, proizvodnju i usluge, Ulica Grabrovec 95, 49210 Zabok, Croatia.

Include your name, order number, a description of the issue and the remedy requested. Photographs of the product, packaging and transport damage can help us resolve the issue faster, but we will not reject a valid complaint solely because a photograph is unavailable.

We will respond clearly and in writing no later than 15 days after receiving a written complaint and state whether we accept its merits. Written complaint records are retained for at least one year.

4. Returning a product

Please do not send a product before contacting us, so that we can provide the correct address and instructions and avoid unnecessary cost. Where the complaint is valid, reasonable return and redelivery costs are borne by the seller in accordance with law. Where possible, protect the product from further damage and include information that lets us match it to the order.

5. Delivery damage

If possible, report visible packaging damage to the courier upon delivery, photograph the parcel and contact us without undue delay. This helps us pursue a carrier claim but does not reduce your statutory rights against the seller.

6. Further options

If you are dissatisfied with the response, you may contact the Croatian State Inspectorate or a competent alternative consumer-dispute-resolution body. The European ODR platform has not been active since 20 July 2025.