According to the Law on Consumer Protection - hereinafter: the Law, purchases through our sales website are considered distance selling.

For distance selling, the Law has foreseen that the buyer, who is considered a consumer (a natural person who purchases a product in order to meet his/her individual needs, and not for the purpose of performing a professional activity) has the right to cancel the contract within 14 days from the date of receiving the product. At the time of canceling, the buyer may, but does not have to, indicate the reason for doing so.

Send us The Contract cancellation form to the following e-mail address: info@pandorashop.hr or to:

SF1 Clips doo

10 000 Zagreb, Zadarska 77

VAT 54414225122

10000 Zagreb

In the event of a cancellation, the buyer will be entitled to a refund or a replacement. The trader is required to return the funds paid by the consumer under the contract once the trader has received, or assumed, the goods returned by the buyer.

The buyer is required to return the product without delay, and no later than within 14 days from the date of sending the Contract cancellation form. Before sending the subject goods, please contact our Call Center by sending us an email at info@pandorashop.hr for instructions as to which address the goods should be sent to. The product can no longer be returned upon the expiration of a period of 14 days from the date of sending the cancellation.
At the time of the return, the goods must be in a working, and unused, state, in their original, undamaged packaging, with the attached original fiscal bill and a filled out cancellation form, which you can download HERE.

Upon receipt of the product, it will be determined as to whether the product is in a working and undamaged state. The buyer will be responsible for any defect or damage to the product resulting from inadequate handling of the product, i.e., the buyer is solely responsible for the reduced value of the product resulting from inadequate handling, i.e., exceeding what was necessary in order to establish its nature, characteristics and functionality. If it is determined that the product is defective, or it has been damaged, which is attributable to the buyer, a refund will not be accepted and the product will be returned to the buyer, at his/her own expense.

The trader is required to make a refund of the amount paid by the buyer under the contract, promptly and no later than within 14 days from the date of receipt of the cancellation form, and after receipt of the product.

The cost of returning the goods and money will be borne by the buyer, except in cases where the a defective, or wrong, item was received.

Pandora accepts the return of only those goods that are brand new and in original condition and packaging, with the accompanying invoice. Under such conditions, Pandora will reimburse the amount paid for returned products within 14 days from the date of receipt of such products.

You can download the contract cancellation form here.

You can download the distance selling contract here.


Notice of the method and receipt of complaints

When receiving a package, please check your package in the presence of the courier. If there are visible damages to it (torn parts and indents), the package should not be accepted. In this case, send us an email at info@pandorashop.hr. We will notify you of further action promptly.

If you have accepted the package and, after opening the box, find out that the delivered goods do not correspond to the order, or data in the invoice does not correspond, please contact us at info@pandorashop.hr no later than within 24 hours from the moment of receiving the package.

The seller is responsible for the non-conformity of delivered goods with the contract in accordance with the Law on Consumer Protection. The seller is a legal entity or natural person from whom the consumer has purchased goods.

A consumer is a natural person who has purchased goods from a seller for purposes not intended for its business or other commercial activity.

The consumer declares a complaint to the non-conformity of the Seller’s goods.

The supplier will be liable for any non-conformity of purchased goods if it does not conform to the manufacturer's specification.

If the goods do not conform to the manufacturer's specification, the consumer has the right to demand from the Seller to eliminate all non-conformance, free of charge, primarily by repair or replacement, followed by a corresponding price reduction or contract termination. If it is not possible to eliminate the non-conformance, or if it represents a disproportionate burden for the seller in terms of the Law on Consumer Protection, the consumer may request a price reduction or declare contract termination.

The seller is required to make every repair or replacement within 15 days, or within 30 days (for technical goods), from the date of receipt of the complaint and without significant disadvantages for the consumer, taking into account the nature of the goods and the purpose for which they were obtained by the consumer.

Any costs that are necessary for the goods to conform to the manufacturer's specifications, in particular the costs of work, materials, takeovers and deliveries, will be borne by the seller.

The consumer has the right to terminate the contract, if he/she cannot exercise the right to a repair or replacement, if the seller did not repair or replace the product within the deadline, or if the seller did not repair or replace the product without significant inconvenience to the consumer. The consumer cannot terminate the contract if the non-conformity of the goods is insignificant.

The seller is responsible for the non-conformity of goods, with the contract, that occurs within two years from the date of the transfer of the risk to the consumer. This two-year period will be calculated from the date of the sale of the goods to the consumer, which date is on the fiscal bill in case the goods have been purchased in a store, or the delivery note signed by the consumer in case of a distance selling purchase, or outside of the seller's business premises. If non-conformity occurs within 6 months from the date of transfer of the risk to the consumer, unless it is contrary to the nature of the goods and the nature of a specific non-conformity, the consumer has the right to choose between the right to choose that the non-conformity be eliminated with a replacement, a price reduction, or declaring a contract terminated, while repairs are possible with the explicit consent of the consumer. After the expiration of a period of 6 months, non-conformity of goods at the time of risk transfer will be demonstrated by the consumer.

The inability of the consumer to deliver the original packaging cannot be a condition for the resolution of a complaint or the reason for refusing the elimination of a non-conformity.

The buyer can declare a complaint in order to exercise his/her rights due to the non-conformity of goods with the contract, as well as due to an incorrectly calculated price, and other defects, in the following manner:

1. By e-mail, to the electronic (e-mail) address of the seller: info@pandorashop.hr

2. In writing to: SF1 Clips doo, 10000 Zagreb, Zadarska 77

3. Permanent audio recording

The seller is required to reply to a consumer, in writing or via e-mail, without delay but no later than within 8 days from the date of receipt of a complaint, with a statement to the submitted request, a proposal for its resolution, and the deadline for its resolution, while the resolution of a complaint is possible only with prior consent of the consumer.

The seller is required to act in accordance with a decision, proposal and deadline for resolving the complaint, if prior consent has been received from the buyer. Therefore, the buyer will give its consent, as soon as possible after receiving the seller's response to the complaint, so that the seller can settle the complaint within the aforementioned statutory deadline. Untimely consent from the buyer will be considered as one of the objective reasons why the seller is unable to meet the buyer's request within the statutory deadline.

In the event that, for objective reasons, the seller is not able to satisfy the buyer's request within the agreed deadline, he will be required to inform the buyer about the extension of the deadline for resolving the complaint and indicate a new deadline within which the complaint will be resolved, as well as to obtain his/her consent, to be promptly provided by the buyer. Extending the deadline for resolving a complaint is possible only once.

If the buyer does not accept a replacement of the item, with another appropriate one, the buyer will be given a refund.

You can download the complaint form here.