Refund policy

Whitdrawal from purchase via a written notice:

The customer has the right, within 14 days and in accordance with Article 72 of the Consumer Protection Act, to withdraw from the purchase by submitting a written notice to the email address: info@virt-trade.com. 

The 14-day period begins on the day the ordered goods are received/delivered.

In the electronic written notice of withdrawal, please clearly state your decision to withdraw from the purchase (including your name and the date of the order).

Return of product(s):

If the customer has already received the goods and withdraws from the purchase, they must return the received goods within 14 days following the written notice referred to in the previous section. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. A copy of the original receipt must be enclosed with the returned product.

To start a return, you can contact us at: info@virt-trade.com. Please note that returns will need to be sent to the following address: Budicinova ulica 20, 52100, Pula, Hrvatska 

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

The company must issue a refund of the paid amount no later than 14 days from the date of receipt of the returned goods and after confirming that the returned item is in compliance with the description mention above. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at info@virt-trade.com.

You can always contact us for any return question at: info@virt-trade.com.

Damages and issues:

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

If the customer has any complaint in accordance with Article 10 of the Consumer Protection Act, please notify us by email at: info@virt-trade.com

The seller is liable for material defects of the goods sold on its website in accordance with applicable regulations, in particular the Croatian Obligations Act and the Consumer Protection Act.

In the notice of defect, please note that you are obliged to describe the defect in detail and allow the seller to examine the defect.

Your purchase order is stored with Virtual Trade j.d.o.o., and you can access the order at any time through your account in the online store. Upon receipt of the goods, carape.net will provide a written response regarding the resolution of the complaint within 8 days of receiving the written notice and the product.

Complaints sent via parcel delivery must be properly packaged in cardboard packaging.

Any complaints that are improperly packaged and show visible mechanical damage incurred during transport will not be accepted and will be returned to the sender.

Please note that the customer bears the return costs.

Exceptions / non-returnable items:

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges:

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.