LJUBIMAC

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Refund and Returns Policy

‌Effective Date: October 4, 2026‌

LJUBIMAC d.o.o., located at Potok 43, Makarska, Croatia, operating the e-commerce platform www.ljubimacpet.com with contact email wdpfm@ljubimacpet.com and contact telephone number +385 99 442 2072, outlines the following official, legally compliant Refund and Returns Policy for all purchases made on our website. As a team of passionate local pet lovers dedicated to sourcing practical, safe and stylish pet essentials for furry family members across Croatia, we have designed this policy to protect the legitimate rights of both our customers and our operations, while strictly adhering to applicable EU consumer protection regulations.

1. Core Ground Rule: No “Refund Only” Requests Are Accepted

To ensure fair trading practices for all parties, we explicitly confirm that ‌no “refund only” requests that do not include the return of the purchased physical pet product will be approved under any circumstances‌. This rule applies to all order scenarios, covering both standard 7-day no-reason return claims and quality-related dispute scenarios. We do not process any application that asks for full or partial monetary compensation without the corresponding return of the intact product, and all related requests that fail to comply with this requirement will be rejected immediately after review. This provision is established in alignment with standard EU e-commerce compliance requirements, preventing malicious fraudulent claims that erode the ability of our small local pet goods business to continue providing high-quality, affordable supplies to pet owners across the Adriatic coast.

2. 7-Day No-Reason Return Guidelines

For all eligible physical pet products available on our platform, you have the legal right to submit a return request within 7 days starting from the day after you sign for receipt of your order, and you are not required to provide any specific reason for the return. To be qualified for this no-reason return application:

  1. The returned pet product must be in fully intact, good condition: the product itself, accompanying grooming tools, accessory parts, original tags and any free promotional gifts you received with the order must retain their original complete quality and functionality, with no damage, staining, or human-induced alteration. You may open the original sealed packaging to inspect the product or conduct reasonable trial use (such as gently testing the soft pet hair brush on a small patch of your pet’s fur to check comfort), and this proper inspection action will not be judged as breaking the product’s intact condition.
  2. The products that are excluded from 7-day no-reason returns include custom engraved pet ID tags, perishable fresh pet snacks, downloaded digital pet training e-books and pre-ordered printed pet magazines that have already been delivered to you, all clearly marked on corresponding product detail pages.
  3. All shipping costs generated by the return delivery shall be borne by you the customer, unless we have previously agreed to cover the return shipping fee in writing. If your original order qualified for free shipping but your return causes the order to no longer meet the free shipping threshold, we reserve the right to deduct the original standard delivery fee from the final refund amount in accordance with regulatory requirements.
  4. You must return all items including the main product, full set of accessories and all accompanying gifts together. If you cannot return any included free gift, we will deduct the pre-stated marked price of that gift from your final refund amount.

3. Quality Related Returns and Refund Process

If you find the pet product you received has manufacturing defects, malfunctions that prevent normal use, or significantly does not match the product description displayed on our site, you may submit a quality-related return request within 14 calendar days of the date you signed for the parcel. You will only need to provide clear photo or video evidence that demonstrates the product quality issue, and all related shipping fees generated for the return will be fully covered by LJUBIMAC d.o.o.

After we receive your returned package and complete the inspection to confirm all returned items meet our return conditions, we will process the corresponding full refund to your original payment account within 7 working days. All refunds will be sent back via the exact same payment method you used to place your order, and we will not arbitrarily change the refund method to other forms without your explicit written consent.

4. Dispute Resolution

If you have any questions or disputes about our returns and refund process, please contact our customer support team directly first via email at wdpfm@ljubimacpet.com or call +385 99 442 2072, and we will respond to your inquiry within 10 business days and work with you to find a mutually acceptable solution.