Effective Date: November 6, 2026

This Refund and Returns Policy is issued officially by TIKA j.d.o.o., the operator of the e-commerce website www.tikajdoo.com, to govern all product return, exchange, and refund related activities for orders placed on our platform. We have designed this policy to be fair, transparent, and aligned with the shopping experience we promise to every customer purchasing our kitchen tools and kitchen gear products. Before submitting any return request to our team, we ask all customers to read through this policy carefully to fully understand our terms, eligibility requirements, and processing rules, with the explicit emphasis that pure refund requests without the return of the corresponding purchased physical product are not permitted under any circumstances, except for scenarios explicitly stated in this document. If you have any questions about this policy after reviewing the full content, you can reach our support team anytime via our contact channels: email at myth@tikajdoo.com, phone at +385 42 771 790, or by post to Ulica Ivana Gundulića 11, 42240 Ivanec, Croatia.

1. Core Eligibility Rules for Returns

All return requests submitted to our team must meet the following basic requirements to be approved:

• You may initiate a return request for unopened and unused products within 14 calendar days after you receive the full order, to qualify for a full exchange or full refund. Any products that have been used, assembled, modified, washed outside of normal pre-return inspection, or damaged by improper operation after delivery will not be eligible for return.
• All returned items must be sent back with their original factory packaging, all attached accessories, user manuals, and free promotional gifts that came with your original order intact. Missing parts or damaged original packaging that affects the resale value of the product will lead to your return request being rejected.
• As a non-negotiable core rule, we do NOT accept any “refund only” requests that do not require you to return the purchased physical product to our designated return address. Under no circumstances will we issue a full or partial refund for an order where the customer retains the full product in their possession. This rule applies to all non-defective products, as well as all intact orders that customers simply no longer wish to keep after purchase.
• All product returns only support standard local Croatia delivery methods for returned parcels, which ensures we can receive and inspect your returned item efficiently.

2. Exceptions for Defective or Damaged Items

For items that arrive at your location with manufacturing defects, obvious transport damage, or functional faults that are not caused by improper use after delivery, we provide full after-sales support with free replacement service, aligned with our product quality commitments:

• You will be required to provide clear photos or short videos that show the defect or damage to our customer support team within 48 hours after you receive your order, to verify the issue. After our team confirms the fault is not caused by human error, we will arrange a brand new free replacement of the same item for you as soon as possible.
• For defective or damaged items, you are still required to return the faulty original product to us before we arrange the replacement shipment. No pure “refund only” option is offered for this scenario either, and we will never ask you to keep the defective product while issuing a full refund. All faulty returned items will be sent back to our quality control team for inspection to help us optimize our future product quality standards.
• We will cover all shipping costs for the return of defective items, and the shipping fee for sending the new replacement product to your address, with no hidden extra charges added to your account at any point.

3. Order Modification and Cancellation Rules

Before your order is dispatched from our warehouse, you can request to modify or cancel your order freely within 2 hours after you complete the payment:

• All cancellation requests submitted within this 2-hour window before the order is dispatched will be processed immediately, and a full refund will be issued to your original payment method. No physical product has been shipped to you in this scenario, so no product return is required, and this is the only exception to our no-pure-refund rule.
• Once the 2-hour window passes and your order has been marked as dispatched by our shipping team, you can no longer cancel the order, and you will need to follow the standard 14-day return process after you receive the parcel if you no longer need the items.

4. Processing Workflow After We Receive Your Return

Once our warehouse team receives and inspects your returned product, we will process your request following these standard steps:

1. Our quality control team will conduct a full inspection of the returned item, to confirm it meets all return eligibility requirements: unopened, unused, with original packaging and all accessories intact.
2. If your return is approved, you can choose between two options: exchange for the same product, or get a full refund credited back to your original payment account. The refund will typically arrive in your payment account within 3 to 7 working days, depending on the processing speed of your payment service provider.
3. If the inspection shows the returned product does not meet eligibility requirements, our customer support team will contact you to explain the rejection reason, and we will send the item back to your designated address at no extra cost to you.

• All prices shown on our website are final, with no hidden fees, and the full refund amount will match the exact product price you paid for your original order, no extra deductions or hidden restocking fees will be applied.

5. Additional Clauses

For customers who place bulk orders for small cafes and hospitality spaces, our custom return terms will be specified in your custom quote, which still strictly follows our core rule that no pure refund request without returning the physical products will be approved. We reserve the right to update this returns and refund policy occasionally, and all updated versions will be posted on the www.tikajdoo.com website with a clear updated effective date. If you have any further questions about this policy, feel free to contact our support team anytime.