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Refund and Returns Policy

Everything you need to know about refund and returns

Refund and Returns Policy


A customer who has concluded a distance contract has the right, without giving reasons, to unilaterally terminate the contract within 14 days. The period of 14 days begins to run from the day when the goods that are the subject of the contract are handed over to the Buyer or a third party designated by the Buyer, who is not the carrier/delivery person. If you don’t like the ordered item for any reason and want to return it, you can do so by sending the item to us by mail (registered mail) and filling out the form that you can find here. Upon receipt of the item, the funds will be returned to your account within 14 days. If you want an exchange, send the product to us by mail and indicate in the shipment which item you want in exchange. We will send you the confirmation of receipt of the notice of unilateral termination of the contract by e-mail without delay. In case he exercises his right, the buyer bears the cost of returning the goods and must return them within 14 days (Article 77 of the Consumer Protection Act). The customer also bears the cost of any reduction in the value of the goods (Article 77 of the Consumer Protection Act) (unpacked goods, lost documentation and parts, damage, use of the goods, etc.), except for what was necessary to determine the nature, characteristics and functionality. Return the goods by registered mail to the address COLLAGEN d.o.o.., Vinkovačka 4, 21000, Split, Croatia.


The seller is responsible for material defects of the items he sells on his website in accordance with the positive regulations of the Republic of Croatia, in particular the Law on Obligations.

According to the Law on Consumers, it is not possible to advertise a product that the customer has made according to his wishes (Article 79, paragraph 3 of the Law on Consumer Protection).

The ordered products are packed in such a way that they are not damaged by normal handling during transport/delivery.

In the event that the shipment is damaged during transport, such damage is visible when the shipment is picked up, and in that case we suggest that the Buyer does not pick up the shipment. Customers, please contact us so that we can check the status of the shipment as soon as possible and send a new one.

In the case of a visible lack of product when taking over the shipment, the Buyer is not obliged to take over the delivered product, can refuse receipt, and does not bear the costs of delivering such a product. It is considered that the products that were duly received by the Customer had no visible defect. The customer has the right to complain in relation to material defects in the deadlines and for the reasons prescribed by the provisions of the Law on Mandatory Deadlines. The customer can send a written objection or complaint to the e-mail: with the title and indication “Complaint”.

The seller will consider the complaint valid if, after examining the product, he determines that it meets the conditions for a complaint in accordance with the Law on Obligations and the Law on Consumer Protection. In this case, within 15 days of receiving a valid complaint, they will replace the product or return the entire amount paid. If, on the other hand, it finds that the complaint is not valid, i.e. if it rejects the complaint, it will inform the Customer about the same within 15 days from the day of receipt of the complaint.


For the purchased product in the online store, the Customer exercises warranty rights according to the warranty card of the specific product that the Customer receives together with the purchased product.

Information about the authorized services of the purchased product can be found on the warranty card that the customer receives together with the purchased Product.

When the Buyer realizes his rights from the warranty, which must be in accordance with the warranty sheet, then he has the right to submit a complaint to the Seller at the e-mail address indicated in these Terms and/or by written letter to the address of the Seller’s headquarters, in which cases the Buyer will be contacted by the Seller , that is, he has the right to file a complaint in all of the Seller’s stores.


According to a special regulation of the European Union, from February 15, 2016, it will be possible to resolve disputes related to online purchases through the ODR platform that you can access throughout the entire EU.

This means that, if you encounter a problem during an online purchase within the EU (defective product, inability to exchange the product, etc.).

The platform can be used by both consumers and traders, and complaints can be submitted in any of the 23 official languages ​​of the EU.