COMPLAINTS AND DEFECTIVE PRODUCTS

The customer is required to inspect the goods immediately upon receipt.

In case of:

• visible damage
• defective product
• delivery of the wrong item

a complaint must be submitted within 48 hours of receipt to: backoffice@rusan.hr

The complaint must include:

• quotation or invoice number
• description of the issue
• product photographs (if applicable)

After receiving the complaint, RUSAN-MIKRON will, as soon as possible:

• approve a product replacement, or
• arrange a repair, or
• offer another appropriate solution

Product Replacement

Product replacement is possible only with prior approval.

Conditions:

• the product must be unused
• the product must be in its original condition and packaging
• return shipping costs are borne by the customer (except in cases of our error)

Return of Goods

Return of goods without reason is not generally available due to the B2B sales model. Exceptions are possible only upon prior agreement and approval by RUSAN-MIKRON d.o.o.

Return Procedure

Regardless of the reason, returns cannot be made without prior contact and approval.

Return address:

RUSAN-MIKRON d.o.o.

Hum Bistrički 142/a

49246 Marija Bistrica

Croatia

Refunds

In case of an approved return:

• refunds are issued exclusively to the account from which the payment was made
• the refund period is up to 14 days from receipt and inspection of the goods

Payment by Bank Transfer

Payment is made exclusively based on a quotation (bank transfer). The order is considered confirmed once the payment is visible.