Refund policy

Return and Refund Policy

14-Day Right of Withdrawal

You have the right to withdraw from an online purchase within 14 days without providing a reason.

The withdrawal period begins on the day you, or a person nominated by you other than the carrier, receives the goods. For orders delivered in multiple shipments, the period begins when the final item is received.

To exercise this right, you must notify us before the 14-day period expires by sending a clear statement to:

Euro Premium d.o.o.
Lumbarda 8b
20263 Lumbarda
Croatia
Email: sales@hills-europe.com

You may use the withdrawal form provided below, but this is not mandatory.

Return Conditions

Please contact us before returning a product. We will provide return instructions and confirm where and how the product should be sent.

You must send the goods back without undue delay and no later than 14 days after notifying us of your decision to withdraw, unless we have offered to collect them.

Products should be returned complete and, where reasonably possible, in their original packaging. You may inspect the product as you would in a physical shop. You may be responsible for any reduction in value caused by handling beyond what is necessary to establish the product’s nature, characteristics and operation.

Products returned without prior notice may take longer to identify and process.

Return Shipping Costs

Return shipping costs are the responsibility of the customer unless the item is faulty or was delivered incorrectly.

For large items (rotary clotheslines and post kits), a return shipping fee of €50.00 applies. This covers the cost of collecting and returning oversized parcels.

For standard items (0–10kg), return shipping costs will be calculated based on the weight of the parcel and your location.

We recommend retaining proof of shipment until your return has been completed.

Damaged, Defective or Incorrect Products

Please inspect your order when it arrives. Contact us promptly at sales@hills-europe.com if the product is damaged, defective or incorrect, and include your order number, a description of the issue and photographs where possible.

Your statutory rights relating to defective or non-conforming goods are separate from the 14-day right of withdrawal. Where a product is confirmed as damaged, defective or incorrectly supplied, Euro Premium d.o.o. will provide an appropriate remedy in accordance with applicable law and will bear the necessary return costs.

Exceptions

The statutory right of withdrawal may not apply to goods made to the customer’s specifications or clearly personalised, and to other products excluded under applicable consumer law.

Sale or discounted products are not excluded from statutory consumer rights solely because they were sold at a reduced price.

This policy does not limit any mandatory rights available under Croatian or European Union consumer law.

Exchanges

If you would like a different product, please contact us. Unless otherwise agreed, the original product must be returned and a separate order placed for the replacement product.

Refunds

We will notify you after receiving and inspecting your return.

When you validly exercise your right of withdrawal, we will refund payments received from you, including the cost of the least expensive standard delivery method offered for the original order.

Refunds will be made using the original payment method unless expressly agreed otherwise. We may withhold the refund until we receive the returned goods or you provide evidence that they have been sent back, whichever occurs first.

Refunds will be processed without undue delay and no later than 14 days after we are informed of your decision to withdraw, subject to the permitted withholding described above. Your bank or payment provider may require additional processing time.