Watchshop – Returns, Right of Withdrawal and Refunds Policy

Effective date: 27.9.2026.
Last updated: 27.9.2026.

Seller: BonVivant Watchshop/BV WATCHSTORE, trading as Watchshop
Registered address: Jarunska ulica 25,10000 Zagreb
Email: stjepanutegurovic@gmail.com
Telephone: +385957222906

Scope of this policy

This section applies to consumers purchasing products online for purposes unrelated to their trade, business, craft or profession.

Nothing in this policy limits any mandatory consumer rights granted by the laws applicable in the customer’s country of residence.

14-day right of withdrawal

If you are a consumer, you have the legal right to withdraw from an online purchase within 14 calendar days without providing a reason.

For goods, the withdrawal period begins on the day after:

• you receive the goods; or
• a third party designated by you, other than the carrier, receives the goods.

If an order is delivered in several separate shipments, the withdrawal period begins on the day after you receive the last product or last part of the order.

How to exercise the right of withdrawal

To exercise your right of withdrawal, you must notify us of your decision before the 14-day period expires.

You may send an unequivocal written statement by email or post to:

Email: stjepanutegurovic@gmail.com
Postal address: Jarunska ulica 25, 10000 Zagreb, Croatia

You may also use the Model Withdrawal Form included at the end of this policy. Use of the form is optional. Any clear written statement identifying the order and confirming your decision to withdraw is sufficient.

We will acknowledge receipt of your withdrawal notice on a durable medium, such as email.

Returning the goods

After notifying us of your withdrawal, you must send the goods back without undue delay and no later than 14 calendar days from the day on which you communicated your decision to withdraw.

Returns should be sent to:

Returns address: Jarunska ulica 25,10000, Zagreb 

The deadline is met if you send the goods before the 14-day period expires.

Unless we have expressly offered free returns, you are responsible for the direct cost of returning the goods when exercising the right of withdrawal. We will bear the return cost where the goods are defective, damaged before delivery, incorrect, not as described, or where applicable law requires us to do so.

For high-value watches, we strongly recommend using a tracked and insured delivery service and retaining proof of postage.

Condition of returned goods

You may handle the goods only to the extent necessary to establish their nature, characteristics and functioning, as you would normally be permitted to do in a physical shop.

You should return the watch safely packaged together with all accessories, links, tags, documentation, warranty cards, certificates and original packaging wherever possible.

The absence of original packaging alone will not automatically remove your statutory right of withdrawal. However, you may be responsible for any reduction in the value of the goods resulting from handling beyond what is necessary to inspect them.

If a watch has been engraved, personalised or modified specifically at the customer’s request, the statutory right of withdrawal may not apply where an applicable legal exception exists. Any such exception will be clearly communicated before purchase.

Refunds

If you validly exercise your right of withdrawal, we will reimburse all payments received from you, including the cost of standard delivery.

We are not required to reimburse additional costs resulting from your choice of a more expensive delivery method, such as express delivery.

Refunds will be made without undue delay and no later than 14 calendar days from the day on which we are informed of your decision to withdraw.

However, in the case of a sale of goods, we may withhold the refund until:

• we have received the returned goods; or
• you have provided reliable evidence that the goods have been sent back,

whichever occurs first.

The refund will normally be made using the same payment method used for the original transaction. No refund fee will be charged.

Where only part of an order is returned, delivery-cost reimbursement will be handled in accordance with applicable law.

Defective, damaged or incorrectly supplied goods

The right of withdrawal is separate from your legal rights relating to defective or non-conforming goods.

If a watch is defective, damaged before delivery, materially different from its description, or does not function as reasonably expected, please contact us at [customer service email] and provide your order number and a description of the issue.

Depending on the circumstances and applicable law, you may be entitled to:

• repair of the goods;
• replacement of the goods;
• an appropriate price reduction; or
• termination of the contract and a full or partial refund.

Where the return is connected with a defect, damage or lack of conformity, Watchshop will bear the reasonable return and replacement costs required by law.

Any photographs or additional information may help us assess the issue more quickly, but statutory rights will not be made conditional solely upon providing photographs.

Legal guarantee of conformity

Consumer goods are covered by a minimum two-year legal guarantee of conformity from the date of delivery, subject to any longer protection provided by the mandatory law applicable to the sale.

This legal guarantee applies independently of any manufacturer’s or seller’s commercial warranty.

If a product is clearly sold as second-hand, a shorter legal guarantee period may be agreed only where permitted by the applicable national law and never below the mandatory legal minimum.

Any commercial or manufacturer’s warranty supplied with a watch is additional and does not reduce or replace the consumer’s statutory rights.

Exceptions to the right of withdrawal

The 14-day right of withdrawal does not apply in cases where a statutory exception exists, including goods:

• made according to the customer’s specifications;
• clearly personalised or engraved;
• sealed and unsuitable for return for health or hygiene reasons where the seal has been broken after delivery; or
• otherwise excluded by mandatory applicable law.

Ordinary, non-personalised watches are not automatically excluded from the right of withdrawal merely because the packaging has been opened for inspection. However, handling or use beyond what is necessary for inspection may result in liability for diminished value.

Complaints and applicable consumer rights

If you have a complaint, please contact us first at stjepanutegurovic@gmail.com . We will make reasonable efforts to resolve the matter promptly and fairly.

Nothing in this policy excludes or restricts mandatory consumer protection rights under the law applicable to the customer’s purchase.

Any contractual choice of law will not deprive a consumer of the mandatory protection granted by the laws of the EU Member State in which the consumer habitually resides.

Model Withdrawal Form

To: BonVivant Watchshop 
Address: Jarunska ulica 25
Email: stjepanutegurovic@gmail.com 

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

Product(s): ____________________________________
Order number: _________________________________
Ordered on: ___________________________________
Received on: __________________________________
Consumer name: ________________________________
Consumer address: ______________________________
Signature: _____________________________________
(only required if this form is submitted on paper)

Date: _________________________________________