Effective Date: June 15, 2026
1. General Overview
Kondicija j.d.o.o., operating the online store at www.kondicijashop.com, is committed to providing high-quality, durable fitness gear as reflected in our product descriptions and customer feedback, such as “Premium durable resistance bands” and “Top-rated durable fitness gear.” We strive for complete customer satisfaction. However, we understand that sometimes a product may not meet your expectations. This Refund and Returns Policy outlines the terms under which returns and refunds are processed. Please read it carefully.
Important Note: We do NOT offer “Refund Only” (keep the item and receive a refund) under normal circumstances. All refunds are processed only after the product has been returned to us, inspected, and approved. The cost of the original shipping is non-refundable unless the return is due to our error or a defective product.
2. Eligibility for Returns & Refunds
To be eligible for a return and subsequent refund, the item must meet all the following criteria:
- Timeframe: You have 30 calendar days from the date you received the item to initiate a return.
- Condition: The item must be unused, in its original packaging, with all tags and labels attached, and in the same saleable condition as when it was shipped. This includes all manuals, accessories, and promotional items that came with it. Items showing signs of wear, damage, alteration, or improper use are not eligible.
- Proof of Purchase: A valid order number, receipt, or proof of purchase from www.kondicijashop.com is required.
- Product Type: Certain items, for hygiene or safety reasons, are strictly FINAL SALE and cannot be returned or refunded. This typically includes:
- Personal Care & Hygiene Items: (e.g., massage balls designed for direct skin contact, like the “Textured Massage Ball for Foot Reflexology” or “Hot/Cold Therapy Massage Ball,” if the hygiene seal is broken).
- Downloadable Software or Digital Products.
- Gift Cards.
- Items marked as “Final Sale” or “Clearance” on the product page.
3. Return Process (Step-by-Step)
Returns will not be accepted without prior authorization. To initiate a return, please follow these steps:
- Contact Our Customer Service: Within the 30-day window, email us at brewsky@kondicijashop.com or call us at +(385) 97 749 9004. Provide your order number and details about the product you wish to return and the reason for the return.
- Receive Return Authorization (RMA): Our team, known for being “super knowledgeable and patient,” will review your request. If eligible, we will provide you with a Return Merchandise Authorization (RMA) number and detailed return shipping instructions. Returns sent without an RMA number will not be processed.
- Pack and Ship the Item: Securely pack the item in its original packaging, along with all accessories. Include a copy of your order receipt/confirmation and write the RMA number clearly on the outside of the package.
- Ship to Our Address: Send the package to our logistics center at:
Kondicija j.d.o.o.
Ul. Prkoških domoljuba 12, 23223, Prkos, Croatia
(Attn: Returns Dept., RMA: [Your RMA Number])
We recommend using a trackable and insured shipping service. You are responsible for the cost and risk of return shipping until we receive the package. We are not liable for items lost or damaged in return transit.
4. Refund Process
- Inspection: Upon receiving your return, our team will inspect the item to ensure it meets the eligibility criteria stated in Section 2.
- Approval & Processing: If the return is approved, we will initiate a refund to your original payment method.
- Timeline: Please allow up to 10 business days for the inspection process after we receive the return. Once approved, your refund will be processed, and a credit will be automatically applied. The time it takes for the refund to appear in your account depends on your bank or payment provider’s policies, but it typically takes 5-10 business days.
- Deductions: The refund will be for the purchase price of the product(s) only. The original shipping and handling fees are non-refundable. If the return is due to our error (e.g., wrong item shipped, defective product), we will also refund the cost of return shipping. In all other cases, return shipping costs are the customer’s responsibility.
5. Non-Refundable Situations
Refunds will NOT be issued in the following cases:
- Requests for a “Refund Only” without returning the product.
- Items returned after 30 days from delivery.
- Items not in their original, unused, and resalable condition.
- Items damaged due to customer misuse, neglect, or improper assembly.
- Final sale items (as defined in Section 2).
- Items not purchased directly from www.kondicijashop.com.
- Missing or incomplete returns (e.g., missing parts, accessories).
6. Defective, Damaged, or Incorrect Items
We take great care in packing and shipping our “carefully tested” products. However, if you receive a defective, damaged, or incorrect item, please contact us immediately (within 7 days of delivery) at brewsky@kondicijashop.com with your order number and photos/videos clearly showing the issue. We will arrange for a replacement (subject to availability) or a full refund (including return shipping costs) at our discretion, in line with our commitment to service as highlighted in our customer’s words: “they helped me pick perfect tools for rehab.”
7. Exchanges
We do not offer direct exchanges. To exchange an item, you must follow the standard return process to receive a refund and then place a new order for the desired item.
8. Contact Us
For any questions regarding this Returns & Refunds Policy or to initiate a return, please contact our dedicated support team:
Kondicija j.d.o.o.
Ul. Prkoških domoljuba 12, 23223, Prkos, Croatia
Email: brewsky@kondicijashop.com
Phone: +(385) 97 749 9004
We aim to resolve all matters fairly and promptly.