Refund policy

Last updated: 1 July 2026

Your Right of Withdrawal

As a consumer in the EU, you generally have the right to withdraw from a purchase within 14 days of receiving your order, without giving any reason, under Directive 2011/83/EU and the Croatian Consumer Protection Act (Zakon o zaštiti potrošača).

If you wish to withdraw from an eligible purchase, you can (but don't have to) use our model withdrawal form — download it, fill it in, and email it to contact@tuktukbasket.hr.

Exemption for Food Products

Because we sell packaged food and grocery items, this right of withdrawal does NOT apply once a sealed product has been unsealed after delivery, for reasons of health protection and hygiene, and does not apply to perishable goods or goods that deteriorate quickly (Art. 79, Zakon o zaštiti potrošača, implementing Art. 16 of Directive 2011/83/EU).

In practice, this means:

Unopened, sealed, non-perishable items in their original condition may be returned within 14 days of delivery.
Opened, unsealed, or perishable items cannot be returned, except in the case of a defective or incorrect product (see below).

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, please contact us at contact@tuktukbasket.hr within 48 hours of delivery, with photos of the issue. We will arrange a replacement or refund at no cost to you.

How to Request a Return

Email contact@tuktukbasket.hr with your order number and reason for return.
We will confirm whether the item is eligible and provide return instructions.
Eligible items must be returned unopened, in original packaging, at your own cost unless the item was defective/incorrect.

Refund Process

Once your return is received and inspected, or your claim is verified, we will notify you of the approval status. Approved refunds are processed to your original payment method within 14 days. Depending on your bank/card provider, it may take a few additional business days for the funds to appear.

Non-Refundable Situations

Opened or unsealed food items returned for reasons other than defect (per EU withdrawal-right exemption for hygiene-sealed/perishable goods).
Items returned without proof of purchase or outside the return window.