{"id":7724,"date":"2025-06-25T12:59:53","date_gmt":"2025-06-25T10:59:53","guid":{"rendered":"https:\/\/wmc.com.hr\/complaints-warranty-and-returns\/"},"modified":"2026-02-20T15:43:38","modified_gmt":"2026-02-20T14:43:38","slug":"complaints-warranty-and-returns","status":"publish","type":"page","link":"https:\/\/wmc.com.hr\/en\/complaints-warranty-and-returns\/","title":{"rendered":"Complaints, warranty and returns"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"7724\" class=\"elementor elementor-7724 elementor-6300\" wpc-filter-elementor-widget=\"1\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3856e1f2 e-flex e-con-boxed e-con e-parent\" data-id=\"3856e1f2\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2b44e20 elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"2b44e20\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Complaints and Product Returns<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-12cdb215 elementor-widget elementor-widget-text-editor\" data-id=\"12cdb215\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h6>Instructions for Submitting a Complaint<\/h6><p>In accordance with Article 10 of the Consumer Protection Act (Official Gazette 19\/2022), consumers may submit a complaint by email to <a href=\"mailto:reklamacije@wmc.com.hr\"><strong>reklamacije@wmc.com.hr<\/strong><\/a> or in writing to the following address:<\/p><p><strong>WMC d.o.o.<\/strong><br \/><strong>Budu\u0107nosti 13<\/strong><br \/><strong>32000 Vukovar<\/strong><\/p><p>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.<\/p><h6>Conditions for Returning Unused Goods (Right of Withdrawal)<\/h6><ol><li>You have the right to unilaterally withdraw from a distance purchase contract within <strong>14 days from the date of product delivery.<\/strong><\/li><li>To exercise the right of withdrawal, you must send an unequivocal statement by email to <a href=\"mailto:reklamacije@wmc.com.hr\">reklamacije@wmc.com.hr<\/a>, before the expiry of the deadline, including:<ul><li><strong>Full name of the person who placed the order,<\/strong><\/li><li><strong>Contact phone number,<\/strong><\/li><li><strong>Order number,<\/strong><\/li><li><strong>Bank account number for the refund.<\/strong><\/li><\/ul><\/li><li>The deadline for returning the goods after withdrawal from the contract is 10 working days.<\/li><li>The customer bears the cost of returning the goods.<\/li><li>The returned product must be:<ul><li>In its original packaging (removal of protective tape for inspection is permitted),<\/li><li>Unassembled (unless the reason for return is damage or defect),<\/li><li>Undamaged and intact,<\/li><li>Unused (labels and protective films must remain intact),<\/li><li><strong>This requirement does not apply if the product is defective.<\/strong><\/li><\/ul><\/li><\/ol><p>Refunds are made exclusively to the customer\u2019s bank account or, if the order was issued to a company, to the company\u2019s account. Refunds and returns are processed in accordance with the laws of the Republic of Croatia.<\/p><h6>Exception for Personalized Products<\/h6><p>In accordance with Article 86 (1) (3) of the Consumer Protection Act, the right of withdrawal <strong>does not apply to products made according to the consumer\u2019s specifications or clearly customized to their personal needs.<\/strong><\/p><p>This means that personalized products (<strong>e.g., Rosettes, products with engraving, printed names, or custom-made items<\/strong>) are not eligible for return unless they have a <strong>material defect, damage, or were not delivered in accordance with the order.<\/strong><\/p><p>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.<\/p><h6>Liability for Material Defects<\/h6><p>The seller is liable for material defects in accordance with the Civil Obligations Act (Articles 400\u2013422). 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.<\/p><h6>Complaints<\/h6><p>In the event of any irregularities or damage, you may send photos by email to <strong><a href=\"mailto:reklamacije@wmc.com.hr\">reklamacije@wmc.com.hr<\/a><\/strong> 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.<\/p><p>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.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-289f51b1 elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"289f51b1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Product Warranty<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5642b68e elementor-widget elementor-widget-text-editor\" data-id=\"5642b68e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h6>Quality Guarantee<\/h6><p>Each product on the website includes its own declaration describing its general characteristics.<\/p><p>Together with the declaration, you will receive:<\/p><ul><li>Manufacturer\u2019s warranty,<\/li><li>Terms of use,<\/li><li>Other applicable terms and product descriptions.<\/li><\/ul><p>The warranty does not apply to all products purchased from WMC d.o.o. We recommend reviewing the warranty terms when purchasing any product.<\/p><h6>Warranty Validity Conditions<\/h6><ul><li>The product must be assembled according to the installation instructions.<\/li><li>The product must be used exclusively for its intended purpose.<\/li><li>The warranty does not cover consumable materials such as sisal, jute, hemp, or textiles.<\/li><li>The warranty covers manufacturing or delivery defects affecting product quality.<\/li><\/ul><h6>The Customer Loses Warranty Rights in the Following Cases:<\/h6><ul><li>Damage caused by the customer<\/li><li>Damage caused by force majeure<\/li><li>Normal wear and tear typical for the product<\/li><li>Improper use or handling<\/li><li>Premature wear due to incorrect assembly<\/li><li>Failure to follow usage and care instructions<\/li><li>Unauthorized modification or improper treatment of the product<\/li><li>Exposure to inappropriate weather conditions (cold, heat, humidity, etc.)<\/li><li>Physical damage<\/li><li>Wear resulting from normal use<\/li><li>Damage caused by improper handling (sharp objects, bending, pressure, drops, etc.)<\/li><\/ul><h6>Instructions for Use<\/h6><ul><li>The product must be assembled according to the manufacturer\u2019s instructions.<\/li><li>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.<\/li><li>Textile products should be cleaned and protected with products suitable for maintaining such materials.<\/li><li>Wooden parts should be cleaned with a soft cloth and products intended for wooden furniture.<\/li><li>Chrome parts should be cleaned using products intended for chrome surfaces.<\/li><li>Ensure sufficient assistance when moving the product and do not drag furniture across the floor.<\/li><li>The floor must be level. If unevenness is noticed, the product base must be adjusted to prevent instability and floor damage.<\/li><\/ul><p>By following these instructions, you extend the product\u2019s lifespan and retain your warranty rights.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>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.Budu\u0107nosti 1332000 Vukovar We will respond to the complaint in the same manner in which it [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"template-homepage.php","meta":{"footnotes":""},"class_list":["post-7724","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/wmc.com.hr\/en\/wp-json\/wp\/v2\/pages\/7724","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/wmc.com.hr\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/wmc.com.hr\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/wmc.com.hr\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/wmc.com.hr\/en\/wp-json\/wp\/v2\/comments?post=7724"}],"version-history":[{"count":7,"href":"https:\/\/wmc.com.hr\/en\/wp-json\/wp\/v2\/pages\/7724\/revisions"}],"predecessor-version":[{"id":12660,"href":"https:\/\/wmc.com.hr\/en\/wp-json\/wp\/v2\/pages\/7724\/revisions\/12660"}],"wp:attachment":[{"href":"https:\/\/wmc.com.hr\/en\/wp-json\/wp\/v2\/media?parent=7724"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}