Refund and Returns Policy
RETURNS, EXCHANGES AND REFUND POLICY
These rules apply to purchases made through the online store of PIROVAC PROFI MIX d.o.o., https://profimix.shop.
Seller: PIROVAC PROFI MIX d.o.o.
Address: Kralja Zvonimira 1, 22213 Pirovac, Croatia
OIB: 82565742615
E-mail: prodaja@profimix.shop
Phone: +385 98 164 2230
1. Right of Withdrawal
A consumer who has concluded a distance contract through the online store generally has the right to withdraw from the contract without giving any reason within 14 days.
For the purchase of goods, the 14-day period generally begins on the day when the goods are physically received by the consumer or by a third party designated by the consumer, other than the carrier.
To exercise the right of withdrawal, the consumer must inform PIROVAC PROFI MIX d.o.o. of the decision to withdraw before the expiry of the withdrawal period.
The notice may be sent:
By e-mail: prodaja@profimix.shop
By post:
PIROVAC PROFI MIX d.o.o.
Kralja Zvonimira 1
22213 Pirovac
Croatia
The consumer may use the prescribed withdrawal form or submit any other clear and unequivocal statement expressing the decision to withdraw from the contract.
Where required by applicable law, the online store will provide an easily accessible online function marked “Withdraw from Contract” or another clear equivalent wording enabling the consumer to submit the withdrawal electronically.
After an electronic withdrawal request has been submitted, the consumer will receive confirmation of receipt on a durable medium without undue delay.
2. Returning Products
After validly exercising the right of withdrawal, the consumer must return the goods without undue delay and within the legally prescribed period.
Products should be returned to:
PIROVAC PROFI MIX d.o.o.
Kralja Zvonimira 1
22213 Pirovac
Croatia
We recommend including the order number or a copy of the invoice with the return so that the return can be identified and processed more quickly.
Products should not be returned directly to the manufacturer unless PIROVAC PROFI MIX d.o.o. has provided written instructions to do so.
3. Condition of Returned Products
The consumer is entitled to inspect and handle the product only to the extent necessary to establish its nature, characteristics and functioning.
The consumer may be liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product.
Opening the packaging does not automatically result in the loss of the right of withdrawal unless the law provides otherwise for the specific product.
4. Exceptions to the Right of Withdrawal
The right of withdrawal does not apply in cases where it is expressly excluded by applicable law.
This may include, for example:
- goods made to the consumer’s specifications or clearly personalised
- goods which, by their nature, become inseparably mixed with other items after delivery
- other cases expressly provided for by applicable consumer protection law
Where a statutory exception applies to a specific product, the consumer will be informed before purchase.
5. Cost of Returning Products
The direct cost of returning goods following withdrawal is borne by the consumer, unless PIROVAC PROFI MIX d.o.o. has agreed to bear that cost or applicable law provides otherwise.
We recommend using a tracked delivery service when returning goods.
The consumer is responsible for packaging the returned product appropriately in order to prevent damage during transport.
6. Refunds
Following a valid withdrawal from the contract, PIROVAC PROFI MIX d.o.o. will refund the amounts received within the legally prescribed period.
In the case of a sales contract, and where permitted by law, the seller may withhold the refund until the goods have been returned or until the consumer provides evidence that the goods have been sent back, whichever occurs first.
Refunds are generally made using the same payment method used for the original transaction, unless another method has been expressly agreed with the consumer and this does not result in additional costs for the consumer.
7. Original Delivery Costs
Where a consumer validly withdraws from the contract, the amounts that the seller is legally required to refund will be returned in accordance with applicable law.
If the consumer expressly chose a delivery method that is more expensive than the least expensive standard delivery option offered by PIROVAC PROFI MIX d.o.o., the additional delivery cost may not be refundable where permitted by law.
The direct cost of returning the goods to the seller is borne by the consumer, unless the seller has agreed to bear that cost.
8. Damaged, Defective or Incorrectly Delivered Products
If the consumer receives a product that is:
- damaged
- defective
- different from the product ordered
- delivered in the wrong quantity
- otherwise not in conformity with the contract
the consumer should contact PIROVAC PROFI MIX d.o.o. as soon as possible at:
We recommend providing:
- the order or invoice number
- the name of the product
- a description of the issue
- photographs of the product and packaging, where these may assist in assessing the issue
Photographs and a carrier damage report may help when dealing with transport damage, but the absence of such documents does not by itself remove the consumer’s statutory rights.
Where the legal conditions are met, the consumer may exercise the rights available under applicable rules on non-conformity of goods.
9. Exchanges
If the consumer wishes to exchange a product because of incorrect delivery, damage or non-conformity, the consumer should contact:
After reviewing the circumstances, PIROVAC PROFI MIX d.o.o. will inform the consumer of the appropriate procedure.
If the consumer wishes to exchange a correctly delivered product for personal reasons, the possibility of exchange may be agreed individually and does not affect the consumer’s statutory right of withdrawal where that right applies.
10. Sale and Promotional Items
The fact that a product was purchased on sale, at a discounted price or as part of a promotional offer does not by itself exclude the consumer’s statutory rights.
The same statutory rights concerning withdrawal and non-conformity apply to discounted and promotional products, unless a specific legal exception applies.
11. Failed or Refused Delivery
If the consumer refuses to accept a properly dispatched order without justified reason and the parcel is returned to PIROVAC PROFI MIX d.o.o., we may contact the consumer to agree on further steps.
If the order is sent again, the actual cost of redelivery may be charged.
PIROVAC PROFI MIX d.o.o. may seek reimbursement of actual and justified delivery and return costs in accordance with applicable law.
12. Products Purchased in the Showroom
The statutory 14-day right of withdrawal primarily applies to contracts concluded at a distance or away from business premises.
For products purchased in person at our showroom, the consumer retains all statutory rights in the event of non-conformity or defects.
The exchange of a correctly delivered and compliant product purchased in the showroom solely because the consumer has changed their mind may be agreed individually with PIROVAC PROFI MIX d.o.o.
13. Returning Products in Person
If agreed in advance with our staff, a product may also be returned in person to:
PIROVAC PROFI MIX d.o.o.
Kralja Zvonimira 1
22213 Pirovac
Croatia
We recommend contacting us before arriving so that the necessary documentation can be prepared and the request can be handled as efficiently as possible.
14. Contact for Returns, Exchanges and Refunds
For any questions regarding returns, exchanges, complaints or refunds, please contact:
PIROVAC PROFI MIX d.o.o.
Kralja Zvonimira 1
22213 Pirovac
Croatia
E-mail: prodaja@profimix.shop
Phone: +385 98 164 2230
Website: https://profimix.shop
Your Profi Mix ❤️
Last updated: 22 September 2026