Last updated: [DATE]
At Different Shop, we manufacture and sell both standard products and products made specifically according to individual customer requirements.
This policy explains the procedures for withdrawal from eligible online purchases, returns, refunds, damaged deliveries, defective or non-conforming products and customer complaints.
The seller is:
🔴 [REGISTERED COMPANY NAME — REQUIRED]
Put Kave 2d
21212 Kaštel Sućurac
Croatia
🔴 [OIB — REQUIRED]
🔴 [VAT ID — REQUIRED]
Email: info@plexireklame.hr
Telephone: +385 (0)21 896 507
Nothing in this policy limits any mandatory rights available to consumers under Croatian or applicable European Union consumer protection law.
Because Different Shop offers different types of products, return and withdrawal rights may differ depending on what has been ordered.
Standard products are products that are not manufactured or personalised specifically for an individual customer.
Where applicable under consumer protection law, consumers purchasing eligible standard products online generally have the right to withdraw from the contract within 14 days without giving a reason.
Different Shop also manufactures products according to individual customer specifications.
These may include, for example:
products manufactured to customer-specified dimensions;
custom-cut acrylic or plexiglass components;
custom boat windows and windscreens;
personalised yacht and boat names;
custom commercial signs;
products incorporating customer-supplied names, text or graphics;
specially configured illuminated products;
products manufactured using customer-approved drawings or designs; and
other products made specifically for an individual customer.
Where a product is made to the consumer’s specifications or is clearly personalised, the statutory 14-day right of withdrawal may not apply.
Where this exception applies, the customer cannot return the product simply because they have changed their mind.
This does not remove the customer’s statutory rights if a custom product is defective, damaged, incorrectly manufactured or otherwise does not conform to the agreed order.
Where the statutory right of withdrawal applies, a consumer may withdraw from an eligible distance contract within 14 days without giving a reason.
For goods, the withdrawal period generally begins on the day the consumer, or a third party designated by the consumer other than the carrier, acquires physical possession of the goods, subject to the rules applicable to deliveries consisting of multiple goods or shipments.
To exercise the right of withdrawal, the customer must inform us of their decision through an unequivocal statement before the applicable withdrawal period expires.
Please contact:
Email: info@plexireklame.hr
Telephone: +385 (0)21 896 507
The customer may also use the withdrawal form provided at the end of this policy.
Customers should contact Different Shop before sending a product back.
This allows us to identify the order, confirm the appropriate return procedure and provide any necessary shipping instructions.
Please provide:
your name;
order or invoice number;
product concerned;
reason for contacting us;
photographs where damage or a defect is involved; and
any other information that may help us process the request.
Contacting us before returning a product helps us process the return efficiently and does not limit any mandatory statutory rights.
Unless otherwise agreed with us, eligible returns should be sent to:
Different Shop – Returns
🔴 [REGISTERED COMPANY NAME — REQUIRED]
Put Kave 2d
21212 Kaštel Sućurac
Croatia
Please contact info@plexireklame.hr before dispatching the return.
Where the statutory right of withdrawal applies, the goods must be sent back without undue delay and within the period required by applicable law after the customer communicates their decision to withdraw.
Customers should package returned products appropriately to protect them during transport.
Consumers may inspect an eligible product to the extent necessary to establish its nature, characteristics and functioning.
The consumer may be responsible for any diminished value resulting from handling beyond what is necessary for this purpose, in accordance with applicable law.
Where reasonably possible, products should be returned with their original packaging, accessories, components and documentation.
The absence of original packaging does not by itself remove mandatory statutory withdrawal rights.
Where a consumer exercises the statutory right of withdrawal for an eligible, non-defective product, the consumer may be responsible for the direct cost of returning the goods where this has been properly communicated in accordance with applicable law.
🔴 [CONFIRM FINAL POLICY: CUSTOMER OR DIFFERENT SHOP PAYS STANDARD CHANGE-OF-MIND RETURN SHIPPING]
If a product is defective, non-conforming or incorrectly supplied by Different Shop, return or collection costs will be handled in accordance with applicable law and the circumstances of the complaint.
For oversized, fragile or specialised products, please contact us before arranging transport.
Where a valid statutory withdrawal applies, refunds will be processed in accordance with applicable consumer protection law.
This generally includes payments received from the consumer and, where required by law, the cost of the least expensive standard delivery method offered for the original order.
Additional delivery costs resulting from the customer’s choice of a more expensive delivery method may not be refundable where permitted by law.
We may withhold reimbursement until the returned goods have been received or until the consumer provides evidence that the goods have been sent back, whichever occurs first, where permitted by applicable law.
Refunds will normally be made using the same payment method used for the original transaction unless another method is expressly agreed and does not result in additional costs for the consumer.
The statutory right of withdrawal does not apply where an applicable legal exception exists.
Of particular importance to Different Shop, this may include goods made to the consumer’s specifications or clearly personalised.
Depending on the individual order, examples may include:
a boat window cut according to customer-supplied dimensions;
a windscreen manufactured to a specific shape or drawing;
a yacht name manufactured specifically for a customer’s vessel;
a commercial sign containing customer-specific branding;
custom-sized acrylic components;
engraved or printed personalised products; and
other products manufactured specifically according to the customer’s instructions.
Before ordering a custom product, customers should carefully verify dimensions, spelling, artwork, colours and other specifications.
Where we provide a drawing, proof, visualisation or specification for approval, customers should review it carefully before approving production.
For custom products manufactured according to information supplied or approved by the customer, the customer is responsible for the accuracy of that information.
If a product has been correctly manufactured according to the dimensions, text, drawing, artwork or other specifications supplied or approved by the customer, an error in those customer-provided specifications does not automatically mean that the product is defective or non-conforming.
For example, if a custom boat window is manufactured correctly to dimensions supplied by the customer but those dimensions do not fit the intended opening, this will generally be treated differently from a situation where Different Shop manufactured the window to dimensions different from those agreed.
If there is a problem, please contact us. Depending on the circumstances, we may be able to offer modification, remanufacturing or another solution, potentially at an additional cost.
Customers have statutory rights where goods do not conform to the sales contract.
A product may, depending on the circumstances, be non-conforming if it:
is materially different from the agreed product;
was manufactured to dimensions different from those agreed;
is missing agreed components;
does not provide agreed functionality;
contains a manufacturing defect; or
otherwise fails to meet applicable contractual or statutory requirements.
Custom-made products remain covered by applicable rights relating to defects and conformity.
The fact that a product was custom-made does not remove these rights.
If you believe that a product is defective, damaged, incorrectly supplied or otherwise does not conform to the order, please contact:
Email: info@plexireklame.hr
Please include, where possible:
your name and contact details;
order or invoice number;
description of the problem;
photographs showing the product and issue;
relevant measurements where applicable;
photographs of the packaging if transport damage is suspected; and
any other relevant documentation.
We may request additional information where reasonably necessary to assess the complaint.
Complaints will be handled in accordance with applicable Croatian and European Union consumer protection legislation.
🔴 [CONFIRM/INSERT FORMAL WRITTEN-COMPLAINT RESPONSE PROCEDURE AND STATUTORY RESPONSE DEADLINE BEFORE PUBLICATION]
Customers should inspect packages for visible transport damage when receiving an order.
Where damage is visible, we recommend photographing:
the unopened package;
damaged areas of the packaging;
shipping labels;
protective packaging; and
the damaged product.
Please contact us as soon as reasonably possible at info@plexireklame.hr.
Photographs and prompt notification can significantly assist us when investigating damage with the carrier.
Failure to report visible transport damage immediately does not automatically remove mandatory consumer rights provided by law.
If you receive a product different from the product ordered, please contact us before returning it.
Where the error is attributable to Different Shop, we will handle the matter in accordance with applicable law and arrange an appropriate solution.
Due to the nature of materials and manufacturing processes, products may have minor variations in colour, finish, transparency, texture, dimensions or appearance within reasonable manufacturing tolerances.
Photographs and digital renders may also appear differently depending on lighting and display settings.
A minor variation that does not affect conformity with the agreed specifications will not necessarily constitute a defect.
This provision does not limit statutory consumer rights or permit deviations from characteristics specifically agreed as essential to the order.
Where a product is defective or non-conforming, the remedies available to the customer will be determined according to applicable law and the circumstances of the case.
Depending on the circumstances, this may include repair, replacement, price reduction or termination of the contract and refund.
We will assess complaints individually and will not restrict remedies that the customer is entitled to under mandatory consumer protection law.
The statutory consumer withdrawal rights described in this policy apply to customers who qualify as consumers under applicable law.
Purchases made by businesses, companies, trades or professionals for purposes related to their commercial or professional activity may be subject to different rules.
Any specific B2B return, warranty or complaint conditions agreed in a quotation or contract may apply to those transactions, subject to mandatory applicable law.
Customers outside the European Union may be subject to different mandatory consumer protection rules depending on their country.
Customs duties, import taxes and other charges associated with returning products across customs borders may also apply.
Please contact us before returning a product from a non-EU country so that the appropriate procedure can be determined.
If you are entitled to withdraw from the contract, you may use the following form. Use of this form is not mandatory.
To:
🔴 [REGISTERED COMPANY NAME — REQUIRED]
Put Kave 2d
21212 Kaštel Sućurac
Croatia
Email: info@plexireklame.hr
I hereby give notice that I withdraw from my contract of sale for the following goods:
Product(s): ______________________________
Ordered on / received on: ______________________________
Order number: ______________________________
Consumer’s name: ______________________________
Consumer’s address: ______________________________
Consumer’s signature: ______________________________
(only if this form is submitted on paper)
Date: ______________________________
For returns, refunds or complaints, please contact:
🔴 [REGISTERED COMPANY NAME — REQUIRED]
Put Kave 2d
21212 Kaštel Sućurac
Croatia
🔴 [OIB — REQUIRED]
🔴 [VAT ID — REQUIRED]
Email: info@plexireklame.hr
Telephone: +385 (0)21 896 507
Business hours:
Monday–Friday: 08:00–16:00
Saturday–Sunday: Closed