Refund Policy

A customer acting as a consumer has the right to withdraw from the contract without stating a reason within 14 days of receiving the product.

Withdrawal Period

The withdrawal period begins on the day when the customer, or a third party authorised by the customer (other than the carrier), takes possession of the product.
If the order includes multiple products delivered separately, the period begins on the day the last product is received.
To meet the withdrawal deadline, it is sufficient to send the notice of withdrawal within this period.

How to Request a Refund

You may submit your withdrawal request:

• by email to info@drurban.qtsound.me, or
• by post to the address listed below.

Refunds

If the withdrawal is valid, all payments received will be refunded, including the cost of standard delivery, no later than 14 days from receipt of the withdrawal notice.
The refund may be withheld until we have received the returned goods or proof that they have been sent.
Refunds will be issued using the same payment method used for the original transaction, unless otherwise agreed. Additional costs resulting from choosing a more expensive delivery option will not be refunded.

Return of Goods

The product must be returned no later than 14 days from the date of sending the withdrawal request.
The goods must be returned in their original packaging, with all accompanying items, to the following address:

TOBACCO & GIFT SHOP DR URBAN
Marina Tartaglie 33
10000 Zagreb

The customer bears the cost of returning the goods.

Exceptions to the Right of Withdrawal
The right of withdrawal does not apply to:

• products made to order or customised for the customer
• sealed goods which are not suitable for return due to health protection or hygiene reasons if unsealed after delivery
• goods which are perishable or have a short shelf life