WHERE MY BIG DREAMS BEGIN

Refund policy

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Dada&Rocco d.o.o. • Customer Information and Legal Rights

At Dada&Rocco d.o.o., the well-being and satisfaction of our customers are of utmost importance to us, especially since we create a product range dedicated to the youngest ones. We understand that circumstances can change, which is why we have aligned our product return, exchange, and complaint procedures with the Consumer Protection Act (CPA) of the Republic of Croatia and European Union directives.

In accordance with Article 86, Paragraph 1, Point 3 of the Consumer Protection Act, the customer does not have the right to a unilateral termination of the contract (a refund without a specified reason) for products made to the consumer's specifications or clearly personalized for the consumer (e.g., products with an embroidered child's name, ordered in custom dimensions outside the standard sizes, etc.). For these products, we only accept justified complaints in the event of a material defect or damage.

1. Right to Unilateral Termination of Contract (Returns within 14 Days)

The customer has the right, without providing any reasons, to unilaterally terminate the purchase contract within 14 days from the day the product was delivered into the possession of the customer or a third party designated by the customer (other than the carrier).

  • How to exercise your right to a return? In order to exercise the right to a unilateral termination of the contract, you must notify us of your decision before the expiration of the 14-day period by an unequivocal statement sent by mail or email.

    • Email for returns: info@dadaandrocco.com

    • Mailing address: Dada&Rocco d.o.o., Put kriza 15, 21400 Supetar, Croatia

  • Condition of the returned product and diminished value: Returned items must be in their original condition, unused, undamaged, unwashed, and, if possible, in their original packaging with the tags and invoice attached. The customer is liable for any diminished value of the goods resulting from the handling of the goods other than what was necessary to establish the nature, characteristics, and functioning of the goods.

2. Return Costs and Procedure

After notifying us of your return, you must send the items back without delay, and no later than 14 days from the day you sent your notice of termination.

  • Return costs: Pursuant to the law, the direct costs of returning the goods (postage/shipping) are borne by the customer, unless otherwise agreed or if the return is due to an error made by the store.

  • Recommended shipping method: We advise sending the package with a tracking option. We do not accept cash-on-delivery (COD) shipments.

  • Refund of funds: We will issue a refund only after the goods have been returned to us and after we have determined that they are in the appropriate condition, no later than 14 days from the receipt of the returned item. We will process the refund using the same payment method used by the customer for the initial transaction.

3. Complaints and Material Defects (Damages and Incorrect Deliveries)

All our products undergo strict quality control. However, if you receive an item that has a material defect or was damaged during transit, you have the right to file a complaint in accordance with the Civil Obligations Act.

Complaint Procedure:

  1. Report the observed defect to us via email at info@dadaandrocco.com, including a description and a photograph of the damage.

  2. In the event of a justified complaint, we will arrange for the package to be collected at our expense.

  3. We will offer the customer a replacement product, a price reduction, or a full refund of the amount paid.

4. Written Consumer Complaints

Pursuant to Article 10 of the Consumer Protection Act, we inform customers that they can express their dissatisfaction by submitting a written complaint:

  • Via email to: info@dadaandrocco.com

  • Via mail to: Dada&Rocco d.o.o., Put kriza 15, 21400 Supetar, Croatia

We undertake to respond to all written complaints in writing within the statutory period of 15 days from the date the complaint was received.

5. Online Dispute Resolution (ODR Platform)

The European Commission provides a platform for the electronic resolution of cross-border and domestic disputes, which you can access via the following link: https://ec.europa.eu/consumers/odr/.

UNILATERAL CONTRACT TERMINATION FORM

Fill out and send THIS form only if you wish to terminate the contract within 14 days.