Terms of return and complaints

If you find, upon first use, that the product you received is defective or you are not satisfied with it, please contact us and follow the steps listed:

Send us information with the order number, invoice number or your username and a description of the complaint by e-mail to info@emk.hr or via the contact form on the website https://emk.hr.

We will send you a confirmation of receipt of the complaint and, based on your description of the complaint, information about:

– whether the product can be exchanged for a new one,

– whether the product can be refunded,
– or whether the product needs to be sent to an authorized service center.

In cases where the product can be exchanged for a new one and when the product can be refunded, we send a delivery service to your address that collects the complained product and returns it to our warehouse. When the product arrives at the warehouse, we send you a notification about the refund/sending of the replacement product. The refund/replacement for a new product will be processed within 2-3 business days, and no later than after 15 business days. Otherwise, contact us by e-mail at info@emk.hr or via the contact form on the page https://emk.hr.

In case the product needs to be sent to an authorized service center, we will send you all the information of the authorized service center.

If the shipment is damaged during transport, such damage is visible when you pick up the shipment, and in that case, please do not pick up the shipment. If you find the damage after opening the shipment, keep the original packaging (as proof that the damage was not visible during collection). Please contact us so that we can check the condition of the shipment and process the complaint as soon as possible.