Effective Date: May 24, 2026
Welcome to IVAN GRGAT j.d.o.o. (“we,” “us,” or “our”). We are committed to providing high-quality kitchen tools and ensuring customer satisfaction. This Refund and Returns Policy (“Policy”) applies to all purchases made through our website www.ivangrgat.com and outlines the terms under which returns and refunds are processed. Please read this Policy carefully before making a purchase.
1. General Overview
We take pride in offering “durable, functional, and affordable kitchen gadgets that fit both home cooks and professional chefs.” As part of our commitment to quality, all products undergo testing and comply with food safety standards before sale. However, if you receive a defective or incorrect item, we are here to assist you. Note that we do not offer refunds without a return—all refund requests must be accompanied by the physical return of the product, subject to the conditions below.
2. Eligibility for Returns
We accept returns only under the following circumstances:
- The product is defective or damaged upon arrival.
- The product does not match the description on our website.
- You received an incorrect item (different from what you ordered).
Non-eligible situations include:
- Change of mind or personal preference.
- Products that have been used, altered, or improperly handled.
- Products purchased more than 30 days from the delivery date.
- Products not in their original packaging and condition.
3. Return Process & Instructions
To initiate a return:
Step 1 – Contact our Support Team
- Email us at duskern@ivangrgat.com or call +385 95 538 2938 within 30 days of delivery.
- Provide your order number, product details, and clear evidence (e.g., photos/video) of the defect or issue.
Step 2 – Receive Return Authorization
- Our team will review your request and, if eligible, issue a Return Authorization (RA) number and return instructions.
- Do not ship any item without an RA number—unauthorized returns will not be accepted.
Step 3 – Ship the Item
- Pack the product securely in its original packaging (if available) and include all accessories.
- Ship to our address:
IVAN GRGAT j.d.o.o.
Jelašce 54, 21238 Otok, Hrvatska / Croatia - You are responsible for return shipping costs unless the return is due to our error (e.g., wrong or defective item). We recommend using a trackable shipping service.
4. Inspection & Refund Timeline
- Once we receive the returned item, our team will inspect it within 3–5 business days to verify its condition and eligibility.
- If approved, the refund will be processed to your original payment method within 10–14 business days. Note that banks or payment processors may take additional time to reflect the credit.
- Important: We do not process “refund-only” requests. A refund is issued only after we receive and inspect the returned product.
5. Damaged or Defective Products
- If you receive a damaged or defective item, contact us immediately. As stated in our FAQ: “We offer free return/refund within 30 days for defective products.”
- In such cases, we will cover return shipping costs and provide a prepaid return label (where applicable). You may also qualify for a replacement if preferred.
6. Exchanges
- Exchanges are available for defective or incorrect items. Contact us to arrange an exchange; the replacement will be shipped once the return is received and approved.
- If the requested replacement is out of stock, we will issue a full refund instead.
7. Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned unless defective:
- Opened or used food-contact products (e.g., cutting boards, utensils) without original seals.
- Customized or personalized items.
- Items marked as “final sale” or clearance.
8. International Returns
As noted in our FAQ: “We ship to most countries worldwide.” International returns are accepted under this Policy, but:
- Customers are responsible for any customs duties, taxes, or international shipping fees.
- Returns must comply with the same eligibility criteria and process above.
9. Contact & Support
For any questions about returns or refunds, please reach us at:
- Email: duskern@ivangrgat.com
- Phone: +385 95 538 2938
- Address: IVAN GRGAT j.d.o.o., Jelašce 54, 21238 Otok, Hrvatska / Croatia
We aim to respond to all inquiries within 24 hours (as noted in our FAQ: “We’ll reply within 24 hours to solve your problem quickly”).
10. Policy Updates
We may update this Policy periodically. The latest version will always be posted on our website with the effective date. Continued use of our site after changes constitutes acceptance.
By shopping with IVAN GRGAT j.d.o.o., you agree to this Refund and Returns Policy. We strive to make every cooking experience joyful and reliable—thank you for trusting us with your kitchen tool needs.