Returns, warranty and claims

Returns are part of every online sale. Most can be settled quickly and without loss if you know the steps. You are the seller, so you decide on a return, but buyers have statutory rights you cannot exclude.

How a buyer requests a return

On their order the buyer chooses “Zatraži povrat” (request return), a reason and optionally a note. The reasons are: Odustajanje (14 dana) (withdrawal), Neispravan dio (defective part), Ne odgovara opisu (not as described), Pogrešan dio (wrong part) and Ostalo (other). A return can be requested within 14 days and only for paid orders not yet refunded. You see the request in “Danas” as “Otvoreni povrati” and at the top of the orders list (for example “2 zahtjeva za povrat čekaju vaš odgovor”).

Approve or reject

1. 1

   Review the request

   Open the order: the “Zahtjev za povrat” card shows the reason, note and status. If needed, ask the buyer for photos through “Pošalji poruku kupcu”.

2. 2

   Approve

   Press “Odobri”, confirm with your password and “Odobri i vrati novac”. The money goes back to the buyer’s card. The amount is taken from your Stripe account and the commission is returned, so you pay no commission on a refunded sale.

3. 3

   Or reject

   “Odbij”, with a reason if you like, then “Odbij zahtjev”. The buyer is notified by email. Reject only with a reason: if the part really does not match the description, a rejection usually ends in a dispute.

4. 4

   Relist the part (optional)

   Switch on “Vrati dio u ponudu” only once the part has physically come back undamaged. The listing is reactivated at once.

A refund you start yourself

If you want to refund on your own (say the part was damaged in transit), choose “Vrati novac” on the order. It asks for your password and is available within the return window; the number of refunds and cancellations per day is limited. Before shipping, the same thing is “Otkaži i vrati novac”.

Warranty and claims

You set the warranty in Postavke → “Jamstvo i povrat” (0, 1, 3, 6 or 12 months), and it can differ per part. On top of it the buyer has statutory liability for lack of conformity. For used goods you can shorten it to 1 year, but only if you switch that on in Settings; the buyer is then told before purchase on the listing, in the cart and in the email. Put your additional return terms (up to 1500 characters) in the same place.

Disputes with the bank (chargebacks)

If a buyer disputes a card payment with their bank, Stripe opens a dispute. The disputed amount is taken from your account (the transfer is reversed) and we email you at every step. If the dispute is won, the amount is returned to you. Keep your evidence: photos of the part and the packaging, the tracking number, messages with the buyer and the receipt.