1. Overview
This Refund and Returns Policy explains how returns, exchanges and refunds are handled for orders placed through the Nest Cats webshop (nestcats.world), operated by Dubrovnik’s Cats d.o.o., Zlatarska 3, 20000 Dubrovnik, Croatia, OIB: 73143328685.
This policy should be read together with our Terms and Conditions.
2. Right of Withdrawal (14 Days)
If you are a consumer purchasing within the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.
To withdraw, contact us at Dubrovniks.cats@gmail.com within 14 days of receiving your order, stating your order number and your intention to return the item(s).
Send the item(s) back to us without undue delay, and in any case within 14 days of informing us of your withdrawal.
3. Condition of Returned Items
Returned items must be unused, undamaged, and in their original packaging where possible, with all tags and labels attached.
Items that show signs of use beyond what is necessary to establish their nature and function may be subject to a reduced refund.
4. Products Excluded from the Right of Withdrawal
The following items cannot be returned under the 14-day right of withdrawal, in accordance with Article 16(c) of EU Directive 2011/83/EU:
- Personalized or custom-made products created according to your specifications (e.g. items made using a photo, name or design you provided).
This does not affect your rights under the legal guarantee described below if such an item arrives defective or damaged.
5. Return Shipping Costs
Unless the return is due to a defect, wrong item, or an error on our part, the cost of returning the item is borne by the Customer.
We recommend using a trackable shipping method, as we cannot be responsible for items lost in transit back to us.
6. Refunds
Once we receive and inspect the returned item, we will notify you of the approval status of your refund.
Approved refunds are issued to the original payment method within 14 days of receiving the returned goods (or of your withdrawal notice, if earlier), and include the original standard delivery cost.
Any extra cost from choosing a delivery method other than our standard option is not refunded.
7. Damaged, Defective or Incorrect Items
If you receive a damaged, defective or incorrect item, please contact us at Dubrovniks.cats@gmail.com within a reasonable time of discovering the issue, including your order number, a description of the problem and photographs of the item and packaging.
Depending on the situation, we will offer a replacement, repair, or full refund, including return shipping costs, at no cost to you.
This is in addition to your statutory legal guarantee (conformity guarantee) of two (2) years from delivery, in accordance with applicable Croatian and EU consumer protection law.
8. How to Start a Return
- Contact us at Dubrovniks.cats@gmail.com with your order number and reason for return.
- We will confirm your return and provide return instructions.
- Send the item back to us in its original condition.
- Once received and inspected, we will process your refund or exchange.
9. Late or Missing Refunds
If you haven’t received a refund within the expected timeframe, please first check your bank or payment provider, as processing times may vary. If you still have concerns, contact us at Dubrovniks.cats@gmail.com.
10. Contact
Dubrovnik’s Cats d.o.o.
Zlatarska 3, 20000 Dubrovnik, Croatia
Phone: +385 91 150 8018
E-mail: Dubrovniks.cats@gmail.com
11. Entry into Force
This Refund and Returns Policy applies from July 9, 2026.
