Refund & Returns Policy (EN)

Last updated: 2025-12-15

This Refund & Returns Policy explains how returns, refunds, and complaints are handled for purchases made through this website.

Merchant: OD MAAR JEWELRY - VL. KOVAČEVIĆ AMRA (sole proprietor)
Address: Grbavička broj 97, 71000 Sarajevo, Bosnia and Herzegovina
Contact: via the contact form on this website or by post to the address above.

This policy applies in addition to (and does not limit) any mandatory rights you may have under applicable consumer protection laws in Bosnia and Herzegovina.

1) Before you request a return or refund

Please contact us first so we can help you quickly. When you contact us, include:

your order number,

the product(s) in question,

a clear description of the issue or reason for return,

photos (recommended for damaged/defective items).

We will provide instructions for the next steps, including the return address and any required documentation.

2) Order cancellation

If you want to cancel an order, contact us as soon as possible. If the order has not been processed or dispatched yet, we will try to cancel it. If it has already shipped, you may need to follow the return process instead.

3) Returns (change of mind)

If you are eligible for a “change of mind” return under applicable law, the following typically applies:

the product should be unused, undamaged, and in its original condition,

any original packaging, labels, certificates, and accessories should be included,

you should provide proof of purchase (order confirmation or invoice).

Return shipping costs and responsibilities depend on the reason for return and applicable law. We will explain the expected shipping method and packaging requirements when you contact us.

4) Defective, damaged, or incorrect items

If you receive an item that is defective, damaged on arrival, or different from what you ordered, contact us promptly.

Where applicable, we will offer an appropriate remedy under the law, which may include:

replacement (if available),

repair (if applicable),

price reduction,

refund.

We may ask you to provide photos or other evidence to assess the issue.

5) Items that may not be eligible for return

Some products or situations may be excluded from returns or may have special rules under applicable law (for example, goods that have been used, altered, or damaged after delivery, or items that cannot be returned for hygiene reasons where relevant).

If a product is not eligible for return, we will explain the reason when you contact us.

6) Refunds

If a refund is approved:

we will refund the amount due using the original payment method where possible,

refund processing time depends on the payment method, bank/provider processing times, and completion of any required checks (such as receiving and inspecting returned goods where applicable).

If only part of an order is returned/refunded, we will refund only the relevant items and applicable amounts in line with the law and our checkout pricing.

7) Exchanges

If you would like an exchange (for example, size or model), contact us. Exchanges depend on product availability and applicable rules. In some cases, it may be faster to refund and place a new order.

8) How to send a return

Do not send items back without contacting us first.

When returning an item:

package it securely to prevent damage in transit,

include the order number and your contact details,

follow any specific instructions we provide.

If a returned product arrives damaged due to insufficient packaging, we may not be able to provide a full refund where permitted by law.

9) Contact

For returns, refunds, and complaints, contact us via the contact form on this website or by post to:

OD MAAR JEWELRY - VL. KOVAČEVIĆ AMRA
Grbavička broj 97
71000 Sarajevo
Bosnia and Herzegovina

Refund policy