Refund policy

How to request a return or exchange:,
For your convenience, we have enabled a Self-Service Return system. You can initiate your return directly from your customer profile:
1. Log in to your account on our website.
2.Select the order you wish to return.,
3.Click the , "Request Return" button and follow the instructions.

Returns and Complaints

Luxury multibrand outlet store is liable for material defects of the products.

A defect exists:

• if the product does not have the necessary properties for its regular use,

• if the product does not have the properties and characteristics that were expressly or implicitly agreed upon or prescribed,

• when the seller has delivered a product that does not correspond to the sample or model shown on the website, unless the sample or model was shown solely for informational purposes,

• if the product does not have the properties that normally exist in products of the same type and which the buyer could reasonably expect given the nature of the product, especially taking into account public statements made by the seller, manufacturer, or their representatives regarding the characteristics of the product.

When the buyer is a legal entity, the rules on material defects prescribed by the Civil Obligations Act apply.

The consumer is required to return the goods to the following address:
Luxury multibrand outlet store, Gajeva ul. 28, 10000 Zagreb.

The seller is not obliged to refund additional costs resulting from the consumer’s explicit choice of a type of transport that differs from the cheapest standard delivery offered by the seller.

Refunds of paid amounts are processed within 30 days from the receipt of the goods at the warehouse. Naturally, refunds are processed in the shortest possible time. Card refunds take 3–7 business days, and bank transfers up to 10 business days.

The seller must refund the payment using the same means of payment used by the consumer for the original transaction, unless the consumer expressly agrees to another means of payment, provided that the consumer does not incur any additional costs as a result of such a refund.

Unless the seller has offered to collect the returned goods themselves, the consumer must return the goods without undue delay and no later than 14 days from the date on which they informed the seller of their decision to withdraw from the contract.

It is considered that the consumer has fulfilled their obligation to return the goods on time if, before the expiration of the deadline, the goods are sent or handed over to the seller or to a person authorized by the seller to receive them.

The costs of returning the product are borne by the consumer.

The consumer is responsible for any reduction in the value of the goods resulting from handling the goods, other than what was necessary to determine the nature, characteristics, and functionality of the product.

In order to determine the nature, characteristics, and functionality of the goods, the consumer may handle and inspect the goods exclusively in the manner that is customary when purchasing goods in the seller’s physical premises. Goods that the consumer intends to return within 14 days must not be altered, used, or subjected to any actions that would not be permitted in the seller’s physical store, nor any actions that would reduce the value of the goods.

In the event of a reduction in the value of the product resulting from handling, the seller shall deduct an appropriate amount from the received purchase price in proportion to the reduction in value, based on their own assessment and taking into account the objective criteria of each individual case.

The right to withdraw from the sales contract is not permitted in the following cases when:

1. The subject of the contract is goods or services whose price depends on fluctuations in the financial market that are beyond the trader’s control and which may occur during the withdrawal period.

When the buyer is a legal entity, the section of these Terms of Use entitled “Right to Unilateral Termination of the Contract” does not apply. For legal entities, the Civil Obligations Act and the Electronic Commerce Act apply. You can submit your withdrawal request electronically via our Withdrawal Form No account login is required. Upon submission, you will receive an automatic confirmation email.