Complaints and Returns

COMPLAINTS

Customers have the right to submit a complaint concerning an ordered product, delivery, payment, customer service or another aspect of their purchase in accordance with applicable law.

The seller and contracting party responsible for handling complaints is:

KB SPORT SISTEM d.o.o.
Ulica Eugena Kvaternika 7
10410 Velika Gorica
Croatia
Personal Identification Number – OIB: 96451187515
Court Registration Number – MBS: 080986530
Email: info@skatinger.eu.com

KB SPORT SISTEM d.o.o. is hereinafter referred to as the “Seller”, “we”, “us” or “our”.

HOW TO SUBMIT A COMPLAINT

Complaints should be submitted in writing, preferably by email:

Email:
info@skatinger.eu.com

Complaints may also be submitted by post to:

KB SPORT SISTEM d.o.o.
Ulica Eugena Kvaternika 7
10410 Velika Gorica
Croatia

To enable us to process the complaint efficiently, the Customer should preferably provide:

• first and last name;
• email address and telephone number;
• order number or invoice number;
• product name and model;
• a clear description of the issue;
• the date on which the issue was discovered;
• the requested resolution;
• photographs or video where relevant;
• proof of purchase.

Proof of purchase may include an invoice, order confirmation, payment confirmation, customer-account record or another appropriate document showing that the product was purchased from the Seller.

Possession of the original paper invoice is not the only acceptable way to prove a purchase.

We will acknowledge receipt of a written Consumer complaint on a durable medium without undue delay.

We will provide a written response no later than 15 days after receiving the complaint and will clearly state whether we consider the complaint justified.

If additional information, photographs, documentation or inspection of the product is reasonably required, we may ask the Customer to provide such information or make the product available for inspection.

WRONG, DAMAGED OR DEFECTIVE PRODUCT

A Customer may submit a complaint if:

• the delivered product was not ordered;
• the wrong model, colour, size or variant was delivered;
• parts or accessories included in the agreed package are missing;
• the product was damaged during delivery;
• the product is defective;
• the product does not correspond to the agreed description;
• the product does not have the agreed characteristics or functionality;
• the product is not suitable for its normal or expressly agreed purpose;
• the product otherwise does not conform to the sales contract.

Customers are encouraged to inspect the external condition of the parcel when it is delivered.

If the parcel is visibly damaged, the Customer should, where possible:

• photograph the parcel and the visible damage;
• ask the delivery person to record the damage;
• refuse the parcel if the damage is substantial;
• notify the Seller without undue delay.

A Consumer’s failure to report visible transport damage immediately does not result in the loss of mandatory statutory rights.

Minor differences caused solely by screen settings, lighting, photography or normal manufacturing tolerances do not necessarily constitute a lack of conformity.

However, where the delivered product materially differs from the agreed description, model, colour, images, characteristics or included equipment, the Customer may submit a complaint.

ORDER NOT DELIVERED

If an ordered and paid product is not delivered within the agreed or stated delivery period, the Customer should contact us at:

info@skatinger.eu.com

Please include the order number and, where available, the shipment tracking number.

We will investigate the shipment with the warehouse, carrier or logistics provider and inform the Customer about the outcome as soon as reasonably possible.

Depending on the circumstances and the Customer’s applicable legal rights, the resolution may include:

• completion of the original delivery;
• delivery of a replacement product;
• cancellation of the order;
• refund of the amount paid.

Mandatory rights of Consumers relating to delayed or failed delivery remain unaffected.

LEGAL GUARANTEE OF CONFORMITY

Consumers are protected by the statutory legal guarantee of conformity applicable to goods purchased in the European Union.

The Seller is responsible for a lack of conformity that existed when the goods were delivered and becomes apparent during the applicable statutory liability period.

Consumers benefit from a minimum statutory protection period of two years from the delivery of the goods.

More favourable mandatory provisions in the country where the Consumer habitually resides remain unaffected.

The statutory legal guarantee is separate from any additional manufacturer’s or commercial warranty.

A commercial warranty does not replace, exclude or restrict the Consumer’s statutory rights against the Seller.

REMEDIES FOR LACK OF CONFORMITY

If the product does not conform to the sales contract, the Consumer may, where the applicable legal requirements are satisfied, request that the goods be brought into conformity by:

• repairing the product, or
• replacing the product.

Repair or replacement will be carried out:

• free of charge;
• within a reasonable period;
• without significant inconvenience to the Consumer.

The requested remedy may be refused where it is impossible or would impose disproportionate costs compared with the alternative remedy, taking into account all relevant circumstances.

Subject to the applicable legal requirements, the Consumer may request a proportionate reduction of the price or termination of the sales contract where:

• repair or replacement is impossible or disproportionate;
• the Seller has not completed repair or replacement within a reasonable period;
• the lack of conformity remains after an attempted repair or replacement;
• the lack of conformity is sufficiently serious;
• it is clear that the Seller will not bring the goods into conformity within a reasonable period.

Termination of the contract may not be available where the lack of conformity is only minor, where applicable law provides so.

Any refund due following a justified price reduction or termination will be processed without undue delay and in accordance with applicable law.

COSTS OF A JUSTIFIED COMPLAINT

Where a complaint concerning a wrong, damaged, defective or non-conforming product is justified, the Seller will bear the necessary costs of bringing the goods into conformity.

These costs may include, where applicable:

• the cost of returning the defective or incorrect product;
• the cost of repair;
• the cost of a replacement product;
• the cost of delivering the repaired or replacement product;
• other necessary costs required by applicable law.

Customers should contact us before returning a product so that we can provide the appropriate return instructions and, where applicable, arrange or approve the return shipping method.

Failure to contact us in advance does not remove mandatory statutory rights, but the Customer should avoid unnecessary or disproportionately expensive return methods.

RETURN ADDRESS FOR COMPLAINTS

After receiving return instructions, products should be sent to the following logistics address:

Connect – sustav informacija j.d.o.o.
Cebini 37
10010 Zagreb
Croatia

Connect – sustav informacija j.d.o.o. acts as the logistics and technical service provider for the return process. The Seller and party responsible for resolving the complaint remains KB SPORT SISTEM d.o.o.

The Customer should package the product appropriately to protect it from damage during return transport.

Where reasonably possible, the returned package should include:

• the product concerned;
• accessories and components relevant to the complaint;
• the order number;
• a short description of the issue;
• the Customer’s contact information.

Original packaging may assist with safe transport and assessment of the complaint but is not an automatic condition for exercising statutory rights.

The use or testing of a product does not automatically exclude a statutory complaint where the product is defective or non-conforming.

Damage caused exclusively by improper use, an accident, failure to follow instructions, incorrect inflation pressure, unauthorised modification, improper storage or ordinary wear and tear may not constitute a lack of conformity for which the Seller is responsible.

Each complaint will be assessed according to the product, the reported issue, available evidence and applicable law.

BUSINESS CUSTOMERS

Business Customers must inspect delivered products within a reasonable period and notify the Seller of visible damage, incorrect quantities, incorrect products or other apparent discrepancies without undue delay.

Rights and deadlines applicable to Business Customers may differ from consumer rights and may be further regulated by an individual quotation, contract, invoice or written commercial agreement.

Mandatory provisions that apply to a particular Business Customer or transaction remain unaffected.

WITHDRAWAL AND RETURNS WITHOUT A PRODUCT DEFECT

A return made because a Consumer has changed their mind within the statutory 14-day withdrawal period is different from a complaint concerning a defective or non-conforming product.

In the case of statutory withdrawal:

• the Consumer generally bears the direct cost of returning the goods;
• the Consumer may inspect the goods only to the extent necessary to establish their nature, characteristics and functioning;
• the Consumer may be liable for diminished value caused by handling beyond what was necessary for that inspection;
• specific legal exceptions to the right of withdrawal may apply.

Complete Consumer Withdrawal Instructions, the applicable exceptions and the Model Withdrawal Form are available in our General Terms and Conditions:

CONSUMER WITHDRAWAL INSTRUCTIONS

CONTACT

For questions about a complaint, damaged parcel, missing delivery, product return or legal guarantee claim, please contact:

KB SPORT SISTEM d.o.o.
Ulica Eugena Kvaternika 7
10410 Velika Gorica
Croatia
Email: info@skatinger.eu.com

This Complaints and Returns Policy was last updated on 29 July 2026.