Purchase and return policy
As part of our Customer Service commitment, Qatna stands behind our products and we want you to be as happy with them as possible. If for any reason you’re unsatisfied, we encourage you to contact us via email at info@qatna.hr.
We’re very sorry, but perishable food products cannot be returned. All items from our online store are sold on a non-returnable basis unless defective. Please check that all items received are what you have ordered. If you have received an incorrect item, DO NOT OPEN IT. We will not accept any returns or provide refunds for items that have been opened, tampered with, or are not in their original condition.
We do our best to minimize product breakage during transit; however, pretzels can experience some breakage during shipping. If your food product arrived damaged or contaminated in any way, please contact us directly, and we will do our best to resolve the issue.
Please DO NOT return any food product without contacting us first for specific information regarding the return process.
Returns
If you receive a product that is defective, damaged, or contaminated, you may request a return or exchange within 14 days of receiving your order. Please contact us to arrange a refund or replacement.
Refunds (if applicable)
We do not offer refunds, exchanges, or enter into correspondence for the following reasons:
- A change of mind
- Products that have been opened, tampered with, or are not in their original condition
- Incorrect orders made by the customer
Once we receive and inspect your returned item, we will notify you via email. If your return is approved, we will process your refund.
Unfortunately, due to the broad range of personal taste preferences, we do not offer refunds or replacements for products that are simply “not to your liking.
Delayed or Missing Refunds (if applicable)
If you haven’t received your refund within five (5) days, please first check with your bank or credit card company, as it may take some time for the refund to be officially posted. Processing times can vary. If you’ve done this and still haven’t received your refund, please contact us at info@qatna.hr.
Returning Items to Qatna
Products should only be sent back to us if one of our Customer Service Representatives has instructed you to do so. You will be responsible for covering your own shipping costs when returning items. Please note that shipping costs are non-refundable. We cannot guarantee that we will receive your returned item.
Contact
If you have any questions or concerns relating to refunds, please contact us immediately:
SAHARA d.o.o.
Ulica dr. Luje Naletilića 15 M
10000, Zagreb, Croatia
hadadfares.hr@gmail.com
info@qatna.hr
