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Return policy

Custom Products

All our products are made to order and personalized according to your designs and instructions. Due to their custom nature, these items are non-refundable and cannot be canceled once production has started. This complies with Croatian consumer protection laws, which exclude the right of withdrawal for personalized goods.

Right of Withdrawal

Under Croatian law and EU consumer protection regulations, consumers have the right to withdraw from distance contracts within 14 days without giving a reason.

However, this right does not apply to custom-made or personalized products, as outlined in Article 16(c) of the EU Consumer Rights Directive (2011/83/EU), which states:

"The right of withdrawal does not apply to the supply of goods made to the consumer’s specifications or clearly personalized."

All our products are made to order based on your design and specifications. For this reason, cancellations and returns are not possible once production has started.

Defective or Damaged Products

If your product arrives defective, damaged, or incorrect due to a production error, you may submit a complaint within 14 days of receipt.

To do so, please contact us at support@casparcreate.com with:

  • Your order number

  • Clear photos of the defect or damage

  • A detailed description of the issue

We will review your complaint and, if a manufacturing defect is confirmed, repair or replace the product free of charge. Caspar reserves the right to assess each case individually and determine whether a replacement, repair, or refund is applicable based on the evidence provided.

Complaint Process

  • We will acknowledge your complaint within 3 business days.

  • We aim to resolve complaints within 14 days of receipt.

  • If necessary, we may request the return of the product at our expense.

  • Caspar reserves the right to assess each case individually and determine whether a replacement, repair, or refund is applicable based on the evidence provided.

Incorrect Orders or Shipping Errors

If you receive the wrong product or if there is an error on our part, please notify us promptly. We will arrange a return and replacement or refund at no cost to you.

Return Shipping Costs

  • If the product is faulty or incorrectly sent by us, we cover all return shipping costs and handle the pickup through our courier service.

  • For returns outside of these cases (where the right of withdrawal applies), return shipping costs are your responsibility. We recommend using a tracked shipping method to ensure safe delivery.

​​Returns Without Defects (for B2B / Dropshipping Partners)

If a customer cancels an order or returns a product without any defect, please note that – due to the personalized nature of our items – these returns are not processed by us. In such cases, the product will be returned to you, not to Caspar.

You are free to keep the item or resell it through your own channels. We do not offer refunds or exchanges for personalized items returned without a confirmed production issue.

Return Policy for Store Owners (Dropshipping)

As your production partner, we do not provide a return address or accept returns for fulfilled personalized products. However, as a store owner, you may choose to define your own return policy for your customers.

Your customers are not aware that we handle production, so you are free to either replicate our return policy or create one that fits your business needs. Please note that any returns without confirmed defects will be returned to you.

Returned to Sender

If an order is returned to us due to an incorrect address, failure to collect, or rejection by the recipient, the item will not be refunded. In these cases:

  • A new order must be placed

  • Shipping costs will apply again

We recommend double-checking your customer’s shipping details to avoid issues.

Lost Orders

If your order has not arrived within the expected delivery window and appears to be lost in transit, please contact us within 30 days from the estimated delivery date. We will investigate and, if confirmed, send a replacement at no cost.

Shipping Responsibility

Please inspect your order immediately upon receipt. Report any shipping damage to both the courier and us as soon as possible. Keep the original packaging until the issue is resolved.

Contact Us

For questions about returns or complaints, contact:
Email: support@casparcreate.com
Phone: +385 42 332 555 (Monday–Friday, 7:00–15:00)