Complaints

In case of a complaint, Neo Dens will take responsibility for collecting the product at its own expense. The customer is obliged to return the product to Neo Dens in the same condition in which it was received, without any signs of use or damage.

The complaint must be submitted in writing via email or by post to the following address:

Neo Dens d.o.o.

Fallerovo šetalište 22, Končar

10 000 Zagreb

email: info@neo-dens.hr

mob: +385 91 7321 999

It is important to note that Neo Dens does not accept complaints for products that have been damaged due to inadequate packaging when returned by the customer. In such cases, the complaint will not be accepted, nor will a refund be issued.

Additionally, when returning the product, the customer is obliged to ensure that the product is properly packed in appropriate transport packaging to avoid further damage during transport.

The deadline for submitting a complaint or returning the product is 14 calendar days from the date of receiving the shipment. If the complaint is not submitted within the specified period, Neo Dens will not be able to process the request for a refund or product replacement.

If the customer arranges the return of the complained product on their own, it must be delivered to the address Fallerovo šetalište 22, 10 000 Zagreb with all the indicated data for complaint processing.