Refund & Return Policy

At Cmok Pusa Book, customer satisfaction matters to us. Because many of our products are personalised and made specifically for each customer, our refund and return rules differ from the standard rules for retail products.

Please read the following rules carefully before ordering.

1. Personalised and made-to-order products

Many of our products are personalised with the information the customer provides. This may include:

• Names
• Dates
• Personalised text
• Choice of colours
• Custom design options
• Other personalised elements

Because these products are made specifically for you and cannot be resold, as a rule we do not accept:

• Returns
• Exchanges
• Refund requests because of personal preference or a change of mind

This includes situations such as:

• Misspelled details or information entered by the customer
• Wrong dates or names entered when ordering
• Dissatisfaction with the chosen colours or personalisation options
• Parts of photos lost when a photo book's page edges are trimmed or along its binding
• “I no longer want the product”
• “I changed my mind after ordering”

Customers are responsible for carefully checking all personalisation details before completing the purchase.

2. Damaged, faulty or wrong orders

If your order arrives:

• Damaged
• Faulty
• Wrong
• Or containing an error made by us

please contact us within 48 hours of delivery.

To help us resolve the problem quickly, please include:

• Your order number
• A description of the problem
• Clear photos of the product and the packaging

If the problem is confirmed, we may offer:

• A replacement product
• A partial refund
• A full refund
• Another appropriate solution

3. Cancelling and changing orders

Because personalised products go into production very quickly, an order can be cancelled or changed only within a limited time after purchase.

Once production has started, we may no longer be able to:

• Cancel the order
• Change the personalisation details
• Change the delivery details

If you need help, please contact us as soon as possible after placing your order.

4. The right of withdrawal

Under Croatian and EU consumer law the 14-day right of withdrawal does not apply to personalised goods.

If a product arrives damaged or faulty, your statutory rights still apply.

5. A note on colour and appearance

Please note that the colours and materials of products may differ slightly depending on:

• Screen settings
• Display on different devices
• Lighting conditions
• Variations in printing and materials

Minor differences in appearance are not considered a defect.

6. Delivery problems

We are not responsible for:

• Delivery delays caused by delivery services
• An incorrect delivery address entered by the customer
• Lost parcels that the delivery service has marked as delivered

Customers are responsible for entering accurate delivery details when ordering.

7. Refund processing

If a refund is approved, it will be processed to the original payment method whenever possible.

Processing time may vary depending on:

• The payment service provider
• The bank’s processing time
• The payment method used when ordering

8. Contact information

If you have any questions about this Refund & Return Policy, please contact us:

Cmok Pusa Book

Email: info@cmokpusabook.com