Refund policy

RETURN AND REFUND POLICY

Eligibility for Returns:To be eligible for a return, your item must meet the following conditions:

  1. The item must be unused and in the same condition as when you received it.
  2. The item must be accompanied by the receipt or proof of purchase.

Return Period

  • For domestic orders: You have 14 days from the date of delivery to return an item.
  • For international orders: You have 21 days from the date of delivery to return an item.

Return Process
To initiate a return, please contact us at nina@tocfestival.com. Provide your order number, details of the item(s) being returned, and the reason for the return. We will provide you with instructions on how to proceed.

Refunds

Eligibility for Refunds
Once we receive your returned item, we will inspect it and notify you of the approval or rejection of your refund. If the return is approved, we will process the refund.

Refund Method
Refunds will be credited to your original method of payment within 14 days of approval.

Partial Refunds
Partial refunds may be granted in the following cases:

  • The item is not in its original condition.
  • The item is damaged or has missing parts, not due to our error.

Exchanges

Eligibility for Exchanges
We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please contact us at nina@tocfestival.com.

Shipping for Exchanges
For defective or damaged items approved for exchange, we will cover the shipping costs for sending you a replacement item.

Return Shipping Costs

Domestic Orders:
The Customer is responsible for paying the shipping costs for returning an item unless the return is due to our error.

Option 1: Pickup Request via DPD (TOČ-Arranged Return)
If you would like us to arrange the return via DPD, we will use DPD’s Pickup Request to collect the package from your address.

  • Cost: This service is 30% higher than standard shipping rates and will be charged to you unless the return is due to a damaged or incorrect item.

Option 2: Self-Organized Return
You may choose to organize the return yourself using DPD or another courier service of your choice. In this case:

  • The return shipping cost will be determined by the courier company you choose and will be borne by you.
  • Please ensure the package is securely packed and shipped to our address. Contact us at nina@tocfestival.com for return address details.

Damaged Packages and Claims

If a package arrives damaged, the following steps must be taken:

1. Immediate Reporting:

  • Provide a brief description of the damage and attach any available photos as soon as you open the damaged package as we need to notify DPD’s Claims Department in the first 24 hours of the day of delivery.

2. Late Reports (after 24 hours):

  • Customers may still report the damage to us at nina@tocfestival.com, and we will attempt to file the claim on their behalf.
  • Please note that DPD is very strict about the 24-hour reporting rule, and claims filed after this period are often rejected.

3. Resolution Process:

    • After reporting the issue, DPD’s Claims Department will handle further communication regarding the claim.
    • Depending on the nature of the incident, we will collaborate with DPD to resolve the situation or arrange a replacement/refund for the customer.

International Returns

Eligibility for International Returns

  • Returns from outside Croatia must be initiated within 21 days of delivery.
  • Customers are responsible for all return shipping costs unless the return is due to our error (damaged or incorrect items).
  • Returned items must be unused, in their original condition and packaging.
  • Customs duties and taxes incurred during the return process are the responsibility of the customer.
  • Refunds will be processed once the returned item has been received and inspected.
  • Shipping costs are non-refundable. If you receive a refund, the cost of return shipping may be deducted from your refund.

For assistance with international returns, please contact us at nina@tocfestival.com.

Uncollected or Undeliverable Packages

If a package is returned to us due to failed delivery or expired pickup periods:

  • We will notify the customer via email.
  • The customer may choose to have the package resent, subject to additional shipping costs, or request a refund for the product (excluding original shipping fees and return charges).

Uncollected Packages (PUDO Locations and Parcel Lockers)

  • If a package cannot be delivered to your address during the first delivery attempt:

    • During peak seasons (until the end of January): The package will be redirected to the nearest DPD PUDO location (Pickup Point) or parcel locker. You will receive a notification from DPD with instructions on how to collect your package.
    • Rest of the year: A second delivery attempt will be made the next day. If the package still cannot be delivered, it will be held at the nearest DPD facility for 5 days before being returned to us.

  • Return Charges for Uncollected Packages:
    If a package is returned to us due to expiration of the pickup period or failed delivery attempts, a return fee of 0.76 € per package will be charged to you.

  • Customer Responsibility:
    It is the customer’s responsibility to collect the package from the specified location within the stated period. Failure to do so may result in additional charges for reshipping or cancellation of the order.

Changes to This Policy
We reserve the right to update or modify this Refund and Returns Policy at any time. Changes will be posted on this page and take effect immediately. We encourage you to review this policy periodically to stay informed.

Contact Us
If you have any questions or need assistance with your return or refund, please contact us at nina@tocfestival.com