Complaints, Exchanges & Returns

1) Submitting a complaint / objection

You can submit complaints related to lack of conformity (defect), damage or other objections via:

• E-mail: [email protected]

• Post: Govic Company d.o.o., Drenovski put 41, 51000 Rijeka

• Phone: 051/301-058 (Mon–Fri 9:00–19:00)

We respond in writing to written complaints (e-mail/post) no later than 15 days from receipt.

Note: An invoice or other proof of purchase may be required to process a complaint.

2) Visible damage on delivery

Products are packed to prevent damage under normal handling. Recommendation: inspect the parcel upon receipt.
If the packaging is visibly damaged, ask the courier to record the damage and return the parcel to the Govic Company Online Shop. If the packaging is intact, open carefully and keep the packaging until the end of the return period.

3) Lack of conformity / warranty (product complaint)

If a lack of conformity is established (fault, defect, incorrect description, etc.), the consumer is entitled—free of charge and within a reasonable time—to:

• repair or replacement (primary remedies), or

• a price reduction / contract termination with a refund (if repair/replacement is impossible or would cause disproportionate delay/inconvenience).

To process the claim, the product may need to be delivered to the address above for expert inspection.
If inspection shows the damage occurred after delivery due to improper handling (e.g., impacts, breakage, scratches, unauthorised interventions), the complaint may be rejected and the customer’s liability established.

For products with a commercial warranty, the warranty terms stated in the warranty card/product page apply; statutory consumer rights apply regardless of any commercial warranty.

4) Exchange at the customer’s request (model/size does not suit)

If you wish to exchange a product (no defect, but model/size etc. does not suit):

• Send the product at your own expense to Govic Company d.o.o., Franje Račkog 10, 51000 Rijeka.

• The product must be undamaged, unused, with complete packaging and accessories.

• After inspection, we will exchange it for the desired item/variant; the first outbound shipment of the exchange to your address is provided free of delivery charge (goodwill).

To arrange an exchange, contact 051/301-058 or [email protected].

5) Return under the 14-day right of withdrawal

The consumer has the right, without giving reasons, to withdraw from the contract within 14 days from taking possession of the goods.
To withdraw, send us an unambiguous statement (e-mail or post) and send/return the goods no later than 14 days from the notice, to:

Govic Company d.o.o. (Online Shop)
Franje Račkog 10, 51000 Rijeka, Croatia

• Return shipping costs are borne by the customer (unless otherwise agreed).

• We issue the refund without undue delay, no later than 14 days from receiving your notice, but we may withhold the refund until we receive the goods back or proof that they were sent back (whichever occurs first).

• Refunds are made via the same means of payment you used, unless you expressly agree otherwise, without additional charges.

Diminished value: The customer is liable for any diminished value of the goods resulting from handling beyond what is necessary to determine the nature, characteristics and functioning (e.g., removing seals/films, signs of use).

6) How to prepare a product for return/exchange (tips)

• Check the product specifications before purchasing.

• If packaging is damaged on delivery, do not accept the parcel.

• Keep the packaging and accessories; unpack carefully.

• If you notice visible damage, inform us immediately and do not use the product.

• Test only as minimally necessary to check functionality (e.g., brief power-on, without signs of use).

7) Refund deductions — indicative guide (packaging/accessory condition)

(Accessories include: manuals, cables, basic and additional accessories, etc. Percentages may be cumulative depending on the situation. The final deduction is determined individually, proportionate to the actual condition of the returned goods.)

* Spare parts: returns are not possible if the goods are made to the customer’s specification or clearly customised, or if a part has already been installed/visibly used; otherwise, the rules on diminished value in the table apply.
** Software/digital content: returns are not possible if the seal is opened (sealed medium) or if the content was delivered electronically after explicit consent and confirmation of the loss of the right of withdrawal; otherwise, the right of withdrawal applies.

8) Address & contact

Address for complaints/exchanges/returns:
Govic Company d.o.o. (Online Shop)
Franje Račkog 10, 51000 Rijeka, Croatia

OIB (PIN): 69848131449
Phone: 051/301-058 (Mon–Fri 9:00–19:00)
E-mail: [email protected]

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Govic Company d.o.o.