Returns and complaints
Last updated: 24.06.2026.
1. General information
Neez strives to ensure that every product is made and delivered in accordance with the highest quality standards.
If the customer believes that the product is damaged, faulty, or does not match the ordered product, they can contact Neez via email at info@neez.hr.
2. Personalized products
A large portion of Neez products are made according to customer specifications, including the selection of thread color, medallions, letters, pendants, or other personalized elements.
In accordance with applicable consumer protection regulations, the customer does not have the right to unilaterally withdraw from the contract for products made according to their specifications or clearly adapted to their personal needs.
Once a personalized product has been made, the order cannot be canceled or returned due to a change of mind by the customer.
This provision does not affect the customer's rights in the event of a material defect or manufacturing error in the product.
3. Non-personalized products
The customer has the right to return a non-personalized product within 14 days from the date of receipt of the product without stating a reason.
To exercise the right of return, the customer must notify Neez via email at info@neez.hr before sending the product.
The product must be:
- unused,
- undamaged,
- returned in its original condition,
- returned in its original packaging, if applicable.
The cost of returning the product is borne by the customer, unless otherwise agreed.
After receiving and inspecting the returned product, Neez will refund the paid amount within the statutory period.
4. Product exchanges
If the customer wishes to exchange a product for a different model or variant, they are asked to first contact Neez via email at info@neez.hr.
Each exchange request is considered individually, depending on the type of product and the availability of materials.
5. Complaints
If the customer believes that the product has a manufacturing or material defect, they need to send:
- a description of the problem,
- photographs of the product,
- the order number or other data that allows identification of the purchase.
Neez will review the complaint as soon as possible and, depending on the circumstances of the specific case, offer:
- product repair,
- product replacement,
- refund,
- other appropriate solution.
6. Damage during delivery
If the customer receives a visibly damaged package or a product damaged during transport, it is necessary to contact Neez as soon as possible via email at info@neez.hr and provide photos of the damage.
Each case is considered individually to find the most appropriate solution.
7. Contact
For all questions related to returns, exchanges, and complaints, customers can contact us at:
Email: info@neez.hr
Phone: 099 835 3220