Complaints and Product Returns
Instructions for Submitting a Complaint
In accordance with Article 10 of the Consumer Protection Act (Official Gazette 19/2022), consumers may submit a complaint by email to reklamacije@wmc.com.hr or in writing to the following address:
WMC d.o.o.
Budućnosti 13
32000 Vukovar
We will respond to the complaint in the same manner in which it was received within 15 days of receipt. If no response is provided within this period, the customer may contact the State Inspectorate or a consumer protection association.
Conditions for Returning Unused Goods (Right of Withdrawal)
- You have the right to unilaterally withdraw from a distance purchase contract within 14 days from the date of product delivery.
- To exercise the right of withdrawal, you must send an unequivocal statement by email to reklamacije@wmc.com.hr, before the expiry of the deadline, including:
- Full name of the person who placed the order,
- Contact phone number,
- Order number,
- Bank account number for the refund.
- The deadline for returning the goods after withdrawal from the contract is 10 working days.
- The customer bears the cost of returning the goods.
- The returned product must be:
- In its original packaging (removal of protective tape for inspection is permitted),
- Unassembled (unless the reason for return is damage or defect),
- Undamaged and intact,
- Unused (labels and protective films must remain intact),
- This requirement does not apply if the product is defective.
Refunds are made exclusively to the customer’s bank account or, if the order was issued to a company, to the company’s account. Refunds and returns are processed in accordance with the laws of the Republic of Croatia.
Exception for Personalized Products
In accordance with Article 86 (1) (3) of the Consumer Protection Act, the right of withdrawal does not apply to products made according to the consumer’s specifications or clearly customized to their personal needs.
This means that personalized products (e.g., Rosettes, products with engraving, printed names, or custom-made items) are not eligible for return unless they have a material defect, damage, or were not delivered in accordance with the order.
In such cases, the customer retains all rights to file a complaint and request rectification in accordance with applicable law, regardless of the product being personalized.
Liability for Material Defects
The seller is liable for material defects in accordance with the Civil Obligations Act (Articles 400–422). A material defect exists if the product does not have the necessary characteristics for normal use, does not correspond to the description, lacks the agreed quality, or has hidden defects.
Complaints
In the event of any irregularities or damage, you may send photos by email to reklamacije@wmc.com.hr so that we can promptly determine the issue and take appropriate action. Damaged parts will be replaced or a refund will be issued in accordance with the law. For any questions or clarifications, you may contact us via email.
If you notice a defect or irregularity in the product, you must notify the seller within two months from the date you discovered the defect in order to exercise your rights relating to liability for material defects.
Product Warranty
Quality Guarantee
Each product on the website includes its own declaration describing its general characteristics.
Together with the declaration, you will receive:
- Manufacturer’s warranty,
- Terms of use,
- Other applicable terms and product descriptions.
The warranty does not apply to all products purchased from WMC d.o.o. We recommend reviewing the warranty terms when purchasing any product.
Warranty Validity Conditions
- The product must be assembled according to the installation instructions.
- The product must be used exclusively for its intended purpose.
- The warranty does not cover consumable materials such as sisal, jute, hemp, or textiles.
- The warranty covers manufacturing or delivery defects affecting product quality.
The Customer Loses Warranty Rights in the Following Cases:
- Damage caused by the customer
- Damage caused by force majeure
- Normal wear and tear typical for the product
- Improper use or handling
- Premature wear due to incorrect assembly
- Failure to follow usage and care instructions
- Unauthorized modification or improper treatment of the product
- Exposure to inappropriate weather conditions (cold, heat, humidity, etc.)
- Physical damage
- Wear resulting from normal use
- Damage caused by improper handling (sharp objects, bending, pressure, drops, etc.)
Instructions for Use
- The product must be assembled according to the manufacturer’s instructions.
- The product must be placed at least 100 cm away from heat sources and protected with thermal insulation. The product is intended for housing pets and must not be used for excessive load.
- Textile products should be cleaned and protected with products suitable for maintaining such materials.
- Wooden parts should be cleaned with a soft cloth and products intended for wooden furniture.
- Chrome parts should be cleaned using products intended for chrome surfaces.
- Ensure sufficient assistance when moving the product and do not drag furniture across the floor.
- The floor must be level. If unevenness is noticed, the product base must be adjusted to prevent instability and floor damage.
By following these instructions, you extend the product’s lifespan and retain your warranty rights.
