Refund policy
These rules apply to purchases in the Metal Shop online store (www.metalshop.hr). The seller is UBV MONT d.o.o., Varaždinska 12, 32000 Vukovar, Croatia, tax number (OIB) 56348683007.
Right of withdrawal (14-day return)
As a consumer, you have the right to withdraw from a distance contract within 14 days from the day you, or a person you designate, received the product, without giving any reason.
To exercise this right, send us a clear statement of withdrawal (for example by email to info@metalshop.hr or by post to the address above), including your order number and contact details. You may use a model withdrawal form, but it is not required. The deadline is met if you send your statement before the 14 days expire.
Returning the product
- Return the product no later than 14 days after sending your statement of withdrawal, to UBV MONT d.o.o., Varaždinska 12, 32000 Vukovar, Croatia.
- You bear the direct cost of returning the product. Rocket stoves ship as an XL parcel – contact us before sending and we will help you arrange the return.
- Ideally, return the product in its original packaging with all parts and accessories.
- You are liable for any reduction in the value of the product resulting from handling beyond what is necessary to establish its nature, characteristics and functioning (for example, if the stove has been used for a fire).
Refunds
We will refund all payments received from you, including the cost of standard delivery, no later than 14 days from the day we receive your statement of withdrawal. We use the same payment method you used, unless we expressly agree otherwise. We may withhold the refund until we have received the product or you have provided proof that you have sent it back.
Exceptions
The right of withdrawal does not apply to products made to the customer's specifications or clearly personalised.
Complaints about defects
We are liable for products with defects in accordance with the law (liability for material defects), independently of the warranty. If a product arrives damaged or has a defect, contact us at info@metalshop.hr or +385 95 346 2110 with your order number, a description and photos. We cover the cost of returning a defective product. Warranty terms are on the Warranty page.
Written complaints
You can send a written complaint by email to info@metalshop.hr or by post to UBV MONT d.o.o., Varaždinska 12, 32000 Vukovar, Croatia. We will confirm receipt without delay and reply within 15 days of receiving your complaint.