Refund policy
RETURN AND REFUND POLICY
Last updated: February 25, 2026
Thank you for shopping with Balkan Sjaj. We want every customer to be fully satisfied with their purchase. This policy explains how returns, exchanges, and refunds work in accordance with EU consumer protection laws.
30-DAY RETURN & EXCHANGE PERIOD
In addition to your statutory EU rights, we offer a 30-day return and exchange period from the date you receive your order.
You may cancel, return, or request an exchange within 30 days of delivery, for any reason and without providing justification.
To be eligible for a return, the item must be:
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Unused and unworn
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In the same condition in which it was received
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With all accessories included
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In its original packaging
Proof of purchase is required.
RETURN SHIPPING COSTS
Customers are responsible for covering return shipping costs.
If the item arrived damaged, defective, or incorrect, Balkan Sjaj will cover the return shipping cost.
UNCLAIMED PACKAGES
If a shipment is returned to Balkan Sjaj because the customer failed to collect or accept delivery within the timeframe specified by the courier, the customer remains responsible for the actual shipping expenses incurred.
This includes:
- The original outbound shipping cost
- The return-to-sender (RTO) cost charged by the courier
These costs represent actual logistical expenses and do not constitute a penalty.
If the order was prepaid, the shipping and return costs will be deducted from the refund amount.
If the order was placed using cash on delivery (COD), Balkan Sjaj reserves the right to request reimbursement of incurred shipping and return costs before accepting any future orders.
Balkan Sjaj also reserves the right to refuse future orders from customers with outstanding unpaid balances related to unclaimed shipments.
DAMAGED OR INCORRECT ITEMS
If your order arrives damaged, defective, or incorrect, you must contact us within 48 hours (2 days) of receiving the package.
Please include:
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Your order number
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Clear photo or video evidence of the issue
Once verified, we will cover return shipping and offer either a replacement or a full refund.
HOW TO START A RETURN
To request a return or exchange, please contact us at:
Include:
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Your order number
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Full name
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Reason for return
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Photos/videos if the item is damaged
Returns must be sent to the following address:
Gojlanska 40
Zagreb
Hrvatska
Items returned without prior approval will not be accepted.
EXCHANGES
To exchange an item, first submit a return request via email.
Once the return is approved and received in acceptable condition, you may place a new order for the replacement item.
NON-RETURNABLE ITEMS
We cannot accept returns for:
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Items not in original packaging
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Items showing signs of use
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Gift cards
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Final sale or clearance items
REFUNDS
After we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method within 10 business days.
Please note that your bank or payment provider may require additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at:
CONTACT
For any questions regarding returns, exchanges, or refunds, please contact: