ABC knjižara papirnica

SHOP NOW

Refund and Returns Policy

Effective Date: October 16, 2026

This Refund and Returns Policy outlines the official terms and conditions for all return, exchange, and resolution processes for orders placed through the official e-commerce website of ABC knjižara i papirnica d.o.o., accessible at www.abcknjizarapapirnica.com. At ABC knjižara i papirnica d.o.o., we carefully curate every durable, beautifully designed stationery and office essential in our catalog, testing each item rigorously to ensure it stands up to daily use for note-taking, desk organization, creative projects, and all other scenarios our customers rely on. Our 30-day customer satisfaction guarantee is built to ensure you are fully happy with every item you receive from our shop, and this policy is designed to be clear, fair, and aligned with all advertised service terms posted on our platform.

1. Core Non-Refundable Full-Only Policy

We explicitly ‌do not offer standalone “refund only” resolutions for any completed order under any normal circumstances‌. A full or partial refund will never be issued to a customer without the original purchased item being physically returned to our Zagreb warehouse, verified for condition, and processed through our formal inspection workflow. No exceptions are made for “order not arriving” claims, “product not matching expectation” requests, or other scenarios that do not include the physical return of your purchased goods. This rule applies to every product category in our shop, from our bestselling artist drawing and sketching pencil sets to hand-finished ceramic pen holders, genuine leather desk blotters, eco-friendly cork desk pads, and all other desk organization and stationery items we curate.

2. Eligibility for Return Processing

To be eligible to submit a return request under this policy, you must comply with all of the following requirements:

  1. You must submit your return claim within 30 calendar days from the exact date you received your delivered order, in line with our advertised 30-day money guarantee
  2. The item you intend to return must be in its original, unaltered condition, with all original factory packaging, tags, accessories, and included documentation fully intact. Items that show signs of heavy use, permanent damage, modifications, or missing parts will not qualify for return processing
  3. You must provide your original order number, full name, and the email address linked to your purchase when submitting your return request to our support team, so we can locate and validate your order record quickly
  4. You must ship the returned item back to our official business address at Ulica Ivane Brlić – Mažuranić 46, 10090 Zagreb, Croatia, using a traceable, insured shipping service of your choice. All return shipping costs are the sole responsibility of the customer, unless the return is being processed for a verified manufacturing defect or an order fulfillment error made directly by our team.

3. Step-by-Step Return Workflow

Our return process follows a clear, structured sequence, with no shortcut for refund-only requests:

  1. ‌Submit your request‌: Reach out to our 24/7 online support team via email at vayro@abcknjizarapapirnica.com or call us at +385 99 3256450‌ any time to share your order details, the reason for your return, and clear photos of the item you wish to send back. Our support team will review your submission and send you a formal return authorization confirmation within 24 business hours, including clear instructions for how to package and ship the item back to us.
  2. ‌Ship the item back‌: Pack the product securely to avoid damage in transit, attach the return authorization number we provided to the outside of your shipping package, and send it to our Zagreb warehouse using a traceable courier service. We recommend retaining your shipping tracking number until our team confirms we have received your returned parcel.
  3. ‌Item inspection processing‌: Once our warehouse team receives your returned package, our quality control staff will conduct a full inspection of the item within 3 business days to confirm it meets all return eligibility requirements outlined in this policy. If any damage, missing parts, or unapproved alterations are found during inspection, we will notify you and arrange to ship the item back to you, with no refund issued.
  4. ‌Post-inspection resolution‌: If your returned item passes all eligibility checks, you will have two official resolution options to choose from:
    • Exchange the returned item for an identical brand new replacement unit, or swap it for another stationery product of equal or higher value from our shop catalog, paying only the difference in product price plus any additional applicable shipping fees
    • Receive a full refund back to your original payment method (processed through our flexible multiple credit card payment system) for the exact price of the returned item, minus the original shipping fee you paid when placing your order. Refunds are normally processed within 5 to 7 business days after our inspection is completed, and the funds will reflect in your account based on the processing speed of your card issuing bank.

4. Exceptions and Special Clauses

The only scenarios that deviate from the standard return workflow are limited to the following verified cases:

  • If you receive a damaged item caused by faulty packaging or in-transit shipping damage that was reported to the courier, our team will arrange for a pre-paid return label to be sent to you at no extra cost. Even in this scenario, we require you to send the damaged unit back to us before we issue a replacement or process any corresponding refund
  • If your order is confirmed lost by the shipping courier, we will offer you the choice of a full re-shipment of your entire order for free, or a full refund that will only be processed after the courier completes their formal lost parcel investigation and confirms the goods will never be delivered. No immediate refund will be issued without this formal verification step
  • Custom engraved, personalized, or made-to-order products are not eligible for return or exchange at all, unless the item has a verified manufacturing defect that was not present in your custom design specifications.

If you have any questions, concerns, or clarification requests about this Return and Refund Policy, you can contact our support team at any time via the contact information listed above, and our 24/7 customer service team will respond to your inquiry promptly.