Refund policy

Last updated: 13 August 2026

This policy applies to purchases made through the protective-cases.eu online store.

1. Seller and contact details

Legal seller:
„MEDIAPARK” obrt za audio i video usluge i trgovinu, vl. Dražen Kovačević
Mihovila Krušlina 15
10290 Zaprešić
Croatia

Returns, claims and physical contact address:
Peli Case Shop
Tomislavova 11
10110 Zagreb
Croatia

Email: prodaja@mediapark.hr
Phone: +385 98 800 422

For pallet or other freight returns, please contact us before dispatch so that collection, the appropriate return address and transport arrangements can be agreed.

2. Consumers and business customers

The statutory right to withdraw from a distance contract without giving a reason applies to consumers, meaning natural persons acting outside their trade, business, craft or professional activity.

The statutory 14-day consumer right of withdrawal does not apply where the purchaser is acting within their trade, business, craft or professional activity.

Business purchases are governed by the agreed commercial terms and applicable law.

3. 14-day right of withdrawal

A consumer has the right to withdraw from a contract concluded through our online store without giving any reason within 14 days.

For the purchase of goods, the withdrawal period begins on the day on which the consumer, or a third party designated by the consumer other than the carrier, takes physical possession of the goods.

Where several goods ordered in a single order are delivered separately, the period begins when the consumer or a designated third party takes possession of the last item.

Where goods are delivered in several lots or shipments, the period begins upon receipt of the last lot or shipment.

Where the consumer has not been properly informed of the statutory right of withdrawal, the withdrawal period is extended in accordance with applicable law.

4. How to withdraw from the contract

The simplest method is to use the electronic Withdraw from contract function available through the clearly labelled link on protective-cases.eu.

The electronic function allows the consumer to provide or confirm their name, details of the contract or order from which they wish to withdraw and details of the electronic means by which confirmation should be sent.

After the required information has been entered, the consumer is given a clear confirmation step through which the withdrawal statement can be submitted.

Following electronic submission, confirmation of receipt is sent without undue delay on a durable medium and includes the content of the submitted withdrawal statement together with the date and time of submission.

Consumers are not required to use the electronic function. Before expiry of the withdrawal period they may also communicate their decision to withdraw by any other unequivocal statement:

  • by email to prodaja@mediapark.hr

  • by post to Peli Case Shop, Tomislavova 11, 10110 Zagreb, Croatia

  • in person at Peli Case Shop

  • by using the model withdrawal form below.

The deadline is met if the withdrawal communication is sent before expiry of the withdrawal period.

5. Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract. Use of this form is optional.)

To:
„MEDIAPARK” obrt za audio i video usluge i trgovinu, vl. Dražen Kovačević
Peli Case Shop
Tomislavova 11
10110 Zagreb
Croatia
Email: prodaja@mediapark.hr

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:

Ordered on / received on:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s):

(only if this form is submitted on paper)

Date:

Where possible, you may also provide your order or invoice number to help us identify the order more quickly, but this is not a condition for exercising the statutory right of withdrawal.

6. Returning the goods following withdrawal

Where the consumer arranges the return, the goods must be sent back or handed over without undue delay and no later than 14 days from the date on which the consumer informed us of the decision to withdraw.

The deadline is met if the goods are dispatched before expiry of that 14-day period.

Standard parcel returns should be sent to:

Peli Case Shop
Tomislavova 11
10110 Zagreb
Croatia

We recommend using a tracked shipping method and retaining proof of dispatch until the return has been completed.

Where collection of an oversized product has been arranged through our logistics provider, the consumer must make the goods available for collection at the agreed time.

7. Return delivery costs

When exercising the statutory right of withdrawal without giving a reason, the consumer bears the direct cost of returning the goods.

Standard parcel returns

For products that can be returned using a standard parcel service, the consumer may select a carrier and arrange the return independently unless expressly agreed otherwise with us.

The return cost depends on the selected carrier, the dimensions and weight of the parcel, and the location from which the goods are returned.

Large products and pallet returns

Products that, due to their dimensions and/or weight, cannot normally be returned using a standard parcel service require pallet transport or another appropriate freight service.

For such products, the product page displays information before purchase that the direct return cost is borne by the consumer, together with a reasonable estimate of the maximum return transport cost.

The actual return cost depends on the country and collection location, the dimensions and weight of the shipment, the number of pallets required, accessibility of the location to the delivery vehicle, and the rates charged by the selected carrier.

At the consumer’s request, we can obtain a quotation and arrange collection through our logistics partner. Before arranging collection, we will inform the consumer of the actual return cost. Collection will only be arranged after the consumer has accepted the quoted cost and transport conditions.

The amount charged for a return arranged by us will not exceed the direct transport cost or the estimated maximum return cost disclosed to the customer before purchase, unless the consumer expressly requests an additional transport service after concluding the contract.

The consumer is not required to use our logistics partner and may independently arrange suitable return transport at the consumer’s own cost.

If several products returned at the same time can be safely transported on one pallet, the return may be arranged as a single pallet shipment.

These rules regarding return costs apply to withdrawal from the contract without giving a reason.

If the goods are defective, not in conformity with the contract, incorrectly delivered, or affected by a defect for which the seller is responsible, the consumer does not bear return or collection costs that the seller is required to bear under applicable law.

8. Condition of returned goods

The consumer may inspect and handle the goods to the extent necessary to establish their nature, characteristics and functioning.

Opening the packaging does not by itself remove the statutory right of withdrawal.

The consumer is responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

Depending on the circumstances, examples involving protective cases and accessories may include:

  • cutting, plucking or permanently shaping foam

  • drilling or cutting the case

  • engraving

  • applying permanent markings

  • permanently modifying the product or its interior

  • damage resulting from use beyond what is reasonably necessary to inspect the product.

Original packaging is not in itself a condition for exercising the statutory right of withdrawal. However, the product must be appropriately packed and protected against damage during return transport.

9. Refunds

Following a valid withdrawal, we will reimburse all payments received under the contract, including the cost of the least expensive standard delivery method offered by us, where a delivery charge was paid.

If the consumer expressly selected a more expensive delivery method than the least expensive standard delivery option offered by us, we are not required to reimburse the additional delivery cost.

Refunds will be made without undue delay and no later than 14 days from the date on which we are informed of the consumer's decision to withdraw.

Where the consumer arranges the return of the goods, we may withhold reimbursement until:

  • we have received the returned goods, or

  • the consumer provides evidence that the goods have been sent back,

whichever occurs first.

This right to withhold reimbursement does not apply where we have offered or agreed to collect the returned goods through our logistics provider.

Refunds will be made using the same means of payment used for the original transaction unless the consumer expressly agrees otherwise, and the consumer will not incur any additional fee as a result of the reimbursement.

After a refund has been processed by us, the time required for the funds to appear on the customer's bank account or payment card may depend on the bank, card issuer or other payment service provider.

10. Cancellation before dispatch

Where an item has not yet been fulfilled or dispatched, the customer may submit a cancellation request through the electronic function available in their customer account.

Where the goods have not yet been handed over to the carrier, we will stop dispatch where operationally possible and process the corresponding refund.

Where the goods have already been handed over to the carrier, the consumer may still exercise the statutory right of withdrawal within the applicable period and will be provided with appropriate return instructions.

11. Exceptions to the right of withdrawal

The statutory right of withdrawal does not apply where an exception is provided by applicable law.

An exception particularly relevant to certain products we may supply concerns goods made to the consumer's specifications or goods which are clearly personalised for the consumer.

Depending on the particular product, this may include:

  • individually designed and machine-cut foam made for the customer's equipment

  • specially modified cases

  • products featuring individual engraving, printing or other permanent personalised markings

  • other goods manufactured specifically to the customer's individual requirements.

Where a statutory exception applies to a particular product, the customer will be informed before concluding the contract.

The fact that an item is not currently held in stock, needs to be ordered from a supplier or is sold following an individual quotation does not by itself remove the consumer's statutory right of withdrawal.

12. Incorrect, damaged or incomplete deliveries

If a customer receives:

  • an incorrect product

  • an incorrect quantity

  • an incomplete shipment

  • goods damaged in transit, or

  • goods with a defect,

please contact us at prodaja@mediapark.hr.

To help us process the matter efficiently, we recommend providing the order or invoice number, a brief description of the issue and, where possible, photographs of the product and packaging.

Prompt notification and photographs help us process the claim and, where applicable, a carrier damage claim, but they do not impose additional conditions restricting the consumer's statutory rights.

13. Statutory rights for defective or non-conforming goods

The 14-day right of withdrawal is separate from the statutory rights available where goods are defective or do not conform to the contract.

The seller is liable for material defects which become apparent within two years from delivery of the goods, in accordance with applicable law.

The consumer must notify the seller of a defect within two months of discovering the defect.

Where a defect becomes apparent under a consumer contract within one year from the transfer of risk, it is presumed to have existed at the time the risk passed to the consumer unless the seller proves otherwise or that presumption is incompatible with the nature of the goods or defect.

Where there is a material defect, the consumer generally has the right to choose between:

  • repair, or

  • replacement,

unless the chosen remedy is impossible or would impose disproportionate costs on the seller compared with the alternative remedy.

Repair or replacement must be carried out:

  • free of charge

  • within a reasonable period

  • without significant inconvenience to the consumer.

The seller bears the costs of taking possession of the goods where required for repair or replacement and any other costs which applicable law requires the seller to bear.

Subject to the statutory conditions, the consumer may be entitled to a proportionate reduction in price or termination of the contract, particularly where the defect has not been remedied, the seller has refused to remedy it, the defect remains despite an attempt to remedy it, it is apparent that the defect will not be remedied within a reasonable period or without significant inconvenience to the consumer, or the defect is sufficiently serious to justify such a remedy.

A consumer may not terminate the contract solely because of a minor defect but retains the other statutory remedies available.

For consumer contracts concluded on or after 31 July 2026, where a defect is remedied by repair, the statutory liability period for material defects is extended once by an additional 12 months.

When the consumer exercises the right to have a defect remedied, the seller will inform the consumer of the right to choose between repair and replacement and of the above extension of the liability period.

14. Commercial and manufacturer's warranties

Certain products may be supplied with an additional commercial or manufacturer's warranty.

The terms, duration and scope of such warranty depend on the particular product and warranty provider.

A commercial or manufacturer's warranty exists in addition to the consumer's statutory rights and does not replace, restrict or remove the seller's statutory liability for defects or lack of conformity.

For warranty information relating to a particular product, please contact prodaja@mediapark.hr.

15. Written consumer complaints

Consumers may submit a written complaint:

By email:
prodaja@mediapark.hr

By post:
Peli Case Shop
Tomislavova 11
10110 Zagreb
Croatia

In person:
Peli Case Shop
Tomislavova 11
10110 Zagreb
Croatia

Receipt of a written complaint will be acknowledged in writing without undue delay.

We will respond to a written complaint no later than 15 days from the date of receipt, clearly stating whether we accept the complaint as justified.

16. Final provisions

Nothing in this policy excludes or restricts rights granted to consumers under mandatory Croatian law or any other mandatory consumer protection rules applicable to the transaction.

Where any provision of this policy conflicts with mandatory law, the applicable mandatory statutory provision will prevail.

For questions regarding withdrawal, returns, claims or warranties, please contact:

prodaja@mediapark.hr
+385 98 800 422