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Return policy

Return of Goods and Refunds

If you are not completely satisfied with the product, we are here to help.

The customer has the right to return the purchased goods within 14 days from the date of receipt of the goods without specifying any reasons. This is considered a unilateral termination of the Distance Contract. The customer must send the declaration of contract termination before the expiration of the provided period for termination.

For dog beds and other products intended for pets, the customer does not have the right to return within 14 days if the product has been opened or removed from its protective packaging.

To be eligible for a return/exchange, your item must be sent back in re-saleable condition the same condition that you received it, unworn or unused, with tags, and with its original packaging. You’ll also need to have the receipt or proof of purchase shipped back with the item.

Return costs
The customer bears the costs of the return. If we receive a return package from which it is evident that the product has been used, repackaged, or otherwise removed from its original packaging, the right to return will be considered invalid.

If you are unsure about the size of the bed, ask us for advice.

General exemptions
Exceptionally, the customer does not have the right to unilaterally terminate the Contract in the case of:

  • Goods not in their original packaging, used, damaged, or missing parts.
  • Provision of services, if the service, with the customer's explicit consent, began before the expiration of the period in which the customer had the right to request contract termination.
  • Sale of products made based on the customer's specifications and/or products made exclusively for the customer.

In the event of termination, the customer is obliged to return the product at their own expense, ensuring the product is undamaged, unused, in the unchanged quantity, and in the original undamaged packaging; otherwise, the customer loses the right to terminate.

To exercise your right to unilateral termination of this Contract, you must inform us of your decision to terminate the contract before the deadline in an unambiguous statement sent by mail, fax, or email, in which you will state your name, address, telephone number, fax number, or email address. The trader is obliged to immediately deliver a confirmation of receipt of the statement of termination on a permanent medium.

The unilateral contract termination form can be downloaded here.

Each party must return to the other what it received based on the contract. The consumer is not obliged to compensate for any costs that would be the result of exercising their right to unilateral contract termination.

The refunded money will be returned to the customer's account within 14 days from the moment of receiving the returned goods. The refund will be executed in the same way as your payment was made. Pleme Lab d.o.o. is not responsible for any additional costs of your credit card holder or your bank.

Hygiene and Safety Exemption for Dog Beds

Under the section "RABA-RABA Dog Beds and Exemption from the Right to Return within 14 Days" of our Return Policy, we'd like to explain the reason for this specific exemption.

This policy is in place primarily for hygiene and health safety reasons, in accordance with Croatian and EU law.

The law in question governs rules in the field of animal health and the prevention and control of animal diseases transmissible to animals or humans, as determined by Regulation (EU) 2016/429 of the European Parliament and Council of 9 March 2016 on transmissible animal diseases.

For example, when a dog uses a bed, there is a risk of transfer of parasites like ticks or fleas, or even hairs and dander, which can be difficult to completely remove. If such a bed were returned and sent to another customer, it could pose a health hazard, potentially spreading diseases or causing allergic reactions.

For these reasons, to protect the health and safety of all our customers and their pets, dog beds are exempt from the standard return policy once they have been opened or removed from their protective packaging. This ensures that every customer receives a new, hygienic, and safe product for their pet.