RIGHT OF WITHDRAWAL, EXCHANGES & RETURNS POLICY
Last updated: August 2026
At ZÁZA (zaza.hr), operated by ANAMARIJA, obrt za trgovinu, modni dizajn i usluge, we want you to be completely satisfied with your purchase. This policy outlines your legal rights regarding order cancellations, returns, and product exchanges.
1. Right of Withdrawal (Returns)
In accordance with EU consumer protection laws, you have the right to withdraw from your purchase within 14 calendar days from the date you (or a third party designated by you) receive your physical order, without giving any reason.
To exercise your right of withdrawal, you must notify us of your decision by sending an unequivocal statement via email to: shop@zaza.hr before the 14-day period expires.
2. Product Exchanges
If you wish to exchange an item for a different size, color, or another product altogether, you can do so in one of two ways:
• Exchange by Mail: Send us an email at shop@zaza.hr specifying the item you wish to return and the new item you would like to receive. Return the original product to our address (shipping costs are borne by the customer). Once we receive and inspect the returned item, we will dispatch the replacement item to you.
• In-Store Exchange: You may also exchange items in person at our physical store located at Put Meja 20, 21000 Split, Croatia. Please contact us via email beforehand and bring your original receipt or order confirmation.
3. Conditions for Returns and Exchanges
To be eligible for a return or exchange, items must strictly meet the following criteria:
• Items must be unworn, unwashed, undamaged, and in their original, resalable condition.
• Items must have all original tags and labels attached and remain in their original packaging.
• Packages sent with Cash on Delivery (COD) charges will be rejected and returned to the sender.
4. Exceptions / Non-Returnable Items
In accordance with statutory consumer rights, the right of withdrawal and exchange does NOT apply to:
• Goods made to the customer’s specifications, custom-tailored, or clearly personalized items.
• Sealed goods that are not suitable for return due to health protection or hygiene reasons if unsealed after delivery (e.g., earrings, undergarments, swimwear).
5. Return Shipping Costs
The customer is directly responsible for paying all shipping costs associated with returning the item(s) to us, unless the return is due to a damaged, defective, or incorrect item sent by us.
6. Refunds
Refunds will be issued using the same payment method used for the original transaction. We will process your refund within 14 days of receiving your notice of cancellation, provided that the returned goods have been delivered back to us or you provide valid proof of return shipment.
Return & In-Store Exchange Address:
ANAMARIJA, obrt za trgovinu, modni dizajn i usluge
Put Meja 20, 21000 Split, Croatia
Email: shop@zaza.hr
