At Kovanje i obrada metala BAJA, we strive to ensure that every product is made with quality and care. If an issue does occur, below you will find information regarding complaints, returns, and exchanges.
Complaints
If you notice any defect or damage to a product, please contact us as soon as possible after receiving your shipment. You can submit a complaint via email or phone.
To help us process your complaint more quickly, we recommend including:
- order number or invoice
- description of the issue
- photos of the product and/or damage (if applicable)
After receiving your complaint, we will contact you with information on the next steps (replacement, repair, refund, or another solution depending on the case).
Damage during transport
If the shipment is visibly damaged upon delivery, we recommend reporting the damage immediately to the delivery service and contacting us as soon as possible. If possible, keep the packaging and take photos of the damage.
Product returns
The buyer has the right to return a product in accordance with applicable regulations. If you wish to return a product, please contact us first so we can provide return instructions and verify your order details.
Return conditions:
- the product must be returned undamaged and in a condition suitable for resale, unless the return is due to a defect or damage not caused by the buyer
- we recommend securely packaging the shipment to prevent damage during transport
Once we receive the returned product and complete the inspection, we will inform you about the approval of the return and the next steps.
Refunds
Refunds will be issued using the same payment method used for the purchase, unless otherwise agreed between the buyer and the seller. The refund will be processed after we receive the returned product or after you provide proof that the product has been sent back, depending on the agreement and circumstances.
Online dispute resolution (ODR)
In the event of a dispute related to online purchases, consumers in the European Union may use the European Commission’s online dispute resolution (ODR) platform:
https://ec.europa.eu/consumers/odr/
The platform allows you to submit a complaint and choose a body for alternative dispute resolution (ADR).
Contact
For complaints, returns, and additional information, you can contact us:
- Kovanje i obrada metala BAJA (owner: Josip Čavajda)
- Jakšić, Osječka 69
- Mobile: +385 91 590 3821
- Phone: +385 34 257 268
- Email: baja@majstor-baja.hr