Refund policy
1. Difference between withdrawal and a complaint
Where the statutory conditions are met, the right of withdrawal allows a consumer to withdraw from a contract within 14 days without giving a reason. A complaint is made where a gift box or an individual product is damaged, incorrect, incomplete or not in conformity with the contract.
These rights exist independently. Exercising one right must not be conditional on waiving the other.
2. Withdrawal period
A consumer may withdraw from the contract within 14 days from the day on which the consumer, or a third party appointed by the consumer other than the carrier, takes possession of the goods. If several items from one order are delivered separately, the period begins when the last item or last parcel is received.
To meet the deadline, it is sufficient to send an unambiguous statement before the period expires. The consumer is not required to use a particular form.
The consumer may also submit the statement before receiving the goods. If it is received before the parcel is handed to the carrier, Adria Gifts will stop dispatch and refund all amounts received without undue delay. If the parcel has already been handed to the carrier, the return rules in this Policy apply.
3. How to exercise the right of withdrawal
The consumer may:
- use the Withdraw from Contract online function;
- submit the model withdrawal form;
- send another unambiguous statement to iva@madaboutit.hr or by post to Mad About It d.o.o., Dugoselska ulica 10, 10000 Zagreb, Croatia.
The statement should contain the consumer's name, the order number or other order information, the products concerned and an email address for confirmation.
The online function is available without signing in to a customer account. After it is used, Adria Gifts sends confirmation without delay to the email address provided by the consumer. The confirmation contains the submitted statement and the date and time of submission and can be saved or printed.
4. Returning goods
After withdrawal, the consumer must send the goods by post or carrier, without undue delay and no later than 14 days after submitting the statement, to Mad About It d.o.o., Dugoselska ulica 10, 10000 Zagreb, Croatia, unless Adria Gifts offers to collect them.
Personal delivery and unannounced visits to the returns address are not available. We recommend using a service that provides proof of dispatch and tracking, but choosing such a service is not a condition for exercising the statutory right.
One order constitutes one contract and may cover several gift boxes. Each gift box is sold as one purchased unit. If an order contains several gift boxes, Adria Gifts allows partial withdrawal from the contract in relation to one or more complete gift boxes. When withdrawing from a conforming purchase because of a change of mind, individual products within one gift box cannot be returned separately. Each returned box should contain its associated products and packaging and be packed appropriately for safe transport.
5. Cost of return
When withdrawing from a conforming purchase, the consumer bears the direct cost of return delivery. Parcels sent with payment due on delivery will not be accepted.
Where goods are returned because they are damaged, incorrectly delivered, incomplete or not in conformity with the contract, Adria Gifts bears the reasonable and necessary return cost. Before sending them, the customer should contact iva@madaboutit.hr so that an appropriate return method can be agreed.
6. Inspection and diminished value
The consumer may handle the goods to the extent necessary to establish their nature, characteristics and functioning, as would be possible in a physical shop. The consumer is liable only for diminished value resulting from handling beyond that extent.
Opening the outer gift box does not automatically result in loss of the right of withdrawal. Opening, using or damaging an individual product may affect the refund only where there is a legal basis and a demonstrable reduction in value.
7. Opening the gift box and individual products
You may open the decorative gift box to inspect its contents. Opening the gift box itself does not affect your right to withdraw from the purchase.
If you wish to return the box because you have changed your mind and receive a full refund, all individual products in it should remain unopened, unused, undamaged and in their original packaging.
The right of withdrawal may be excluded for an individual product that was sealed for health protection or hygiene reasons where it has been unsealed after delivery and is no longer suitable for return. Opening, using or damaging another product may result in a proportionate reduction of the refund if its value has thereby been reduced.
The fact that a gift box contains food, cosmetics or alcohol does not in itself mean that return is impossible. Selecting a pre-offered motif, box design or box contents also does not affect the right to withdraw from the purchase.
8. Refunds
For valid withdrawal from the entire order, Adria Gifts refunds the payments received, including the cost of the least expensive standard delivery it offered. Any additional cost of a more expensive method voluntarily selected by the consumer is not refunded.
For withdrawal from only part of an order, a difference in delivery cost is refunded only where the returned part actually increased the original delivery cost.
The refund will be made without undue delay and no later than 14 days after Adria Gifts receives the withdrawal statement. Adria Gifts may withhold the refund until it receives the returned goods or evidence that they have been sent, whichever occurs first, unless it has offered to collect the goods.
The refund is made using the same means of payment unless the consumer expressly agrees to another means without additional cost.
9. Damaged, incorrect, incomplete or non-conforming goods
If a gift box or an individual product arrives damaged, incorrect, incomplete or not in conformity with the contract, the customer may contact iva@madaboutit.hr and provide the order number, a description and, where possible, photographs. Photographs may speed up the investigation, but failure to provide them does not in itself remove the customer's statutory rights.
The customer may also complain about an individual damaged or non-conforming product within a gift box. Adria Gifts will establish the facts and provide an appropriate statutory remedy, including bringing the goods into conformity, replacement, a proportionate price reduction or termination of the contract where the relevant conditions are met. Exercising a statutory right will not be conditional on accepting a voucher or store credit or on contacting only the manufacturer.
10. Exchange of conforming goods
Adria Gifts does not offer a separate voluntary direct exchange procedure for a conforming gift box. Where the conditions for withdrawal are met, the consumer may return the complete box and place a new order if desired. This does not restrict the right to replacement or another statutory remedy where goods are not in conformity with the contract.
11. Written complaints
A written complaint may be sent to iva@madaboutit.hr or by post to Mad About It d.o.o., Dugoselska ulica 10, 10000 Zagreb, Croatia. Adria Gifts will acknowledge receipt without delay and respond in writing no later than 15 days after receipt, clearly stating whether it accepts that the complaint is well founded.
The complaint should contain sufficient information to identify the order and the reason for the complaint. The absence of immaterial information will not be a reason for rejection where the request can reasonably be processed.
12. Alternative dispute resolution and judicial protection
If a dispute is not resolved directly, the consumer may contact the Mediation Centre at the Croatian Chamber of Economy (Centar za mirenje pri Hrvatskoj gospodarskoj komori), Rooseveltov trg 2, 10000 Zagreb, email: mirenje@hgk.hr, https://www.hgk.hr/centar-za-mirenje, subject to that body's conditions. Mediation is a voluntary means of attempting to resolve a dispute and does not restrict the consumer's right to judicial protection before a court having subject-matter and territorial jurisdiction.
Version: 1.0 Published: 1 September 2026 Effective from: 1 September 2026