Refund and Returns Policy

Last updated: 3 November 2026

1. Overview

This Refund and Returns Policy applies to purchases made through the Iron Storm online store at https://ironstorm.eu.

The store is operated by:

MULTIMAT – t.t.i. d.o.o.
Ulica Ottavio Zakinja 4
52470 Umag
Croatia

This Policy explains how to exercise your right to withdraw from a purchase, return products, request a refund and report products that arrive damaged, incorrect or faulty.

Nothing in this Policy limits any mandatory consumer rights that apply under applicable law.

2. Right of Withdrawal — 14 Days

If you are a consumer in the European Union, you generally have the right to withdraw from an online purchase within 14 days without giving a reason, subject to the exceptions provided by law.

For a purchase of goods, the withdrawal period normally ends 14 days after the day on which you, or a person nominated by you other than the carrier, receive the goods.

If your order is delivered in multiple shipments, the withdrawal period may run from receipt of the last good, in accordance with applicable law.

To exercise your right of withdrawal, you must inform us of your decision before the withdrawal period expires.

3. How to Request a Return

To notify us that you wish to withdraw from your purchase, email:

markomsekul@gmail.com

Please include, where possible:

Your name;
Your order number;
The product or products you wish to return;
A clear statement that you wish to withdraw from the purchase.

You may use the model withdrawal form provided on our website, but you are not required to use that form.

We will provide return instructions after receiving your request.

4. Returning the Products

You must send the goods back or hand them over to us without undue delay and no later than 14 days from the day on which you informed us of your decision to withdraw, unless applicable law provides otherwise.

Please package the products securely and include your order number or other information that allows us to identify the return.

We recommend using a tracked postal service and keeping proof of postage. The customer remains responsible for the returned parcel until it is received by us, to the extent permitted by applicable law.

You may inspect the goods to the extent necessary to establish their nature, characteristics and functioning, as you would be able to do in a physical shop.

You may be liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

5. Return Shipping Costs

Unless the product is faulty, damaged, incorrectly supplied, or applicable law requires otherwise, you are responsible for the direct cost of returning the goods when exercising your right of withdrawal.

If a product arrives damaged, faulty or incorrect, contact us before returning it so that we can explain the appropriate next steps.

Nothing in this section limits any rights or remedies you may have under applicable consumer law.

6. Refunds for Withdrawals

If you validly withdraw from your purchase, we will reimburse the payments covered by the applicable withdrawal rules, including the cost of the least expensive standard delivery option offered by us where required by law.

If you chose a more expensive delivery method, we are not required to reimburse the additional cost above the least expensive standard delivery option, where permitted by law.

We will make the refund without undue delay and no later than 14 days after the day on which we are informed of your decision to withdraw.

However, where the law allows, we may withhold the refund until we have received the returned goods or you have supplied evidence that you have sent them back, whichever occurs first.

Refunds will be made using the same payment method used for the original transaction, unless you expressly agree otherwise. You will not incur a fee as a result of the refund.

7. Damaged, Faulty or Incorrect Products

Please contact us as soon as reasonably possible if your order arrives damaged, contains the wrong product or appears to be faulty.

Email: markomsekul@gmail.com

Please include your order number and a description of the issue. Photographs may help us assess the problem more quickly, but they are not a condition for exercising a mandatory legal right.

Depending on the circumstances and applicable law, you may be entitled to repair, replacement, a price reduction, termination of the contract and a refund, or another statutory remedy.

We will explain the next steps after reviewing your report.

Nothing in this Policy excludes or restricts your statutory rights regarding goods that do not conform to the contract.

8. Exchanges

We do not offer direct product exchanges through our online store.

If you wish to obtain a different product, you may return the original product in accordance with this Policy, where eligible, and place a new order.

This does not affect your statutory rights if a product is faulty, damaged, incorrect or otherwise does not conform to the contract.

9. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply in certain circumstances specified by law.

For example, where the legal requirements are met, the right may not apply to sealed goods that are not suitable for return for health protection or hygiene reasons if they have been unsealed after delivery.

Any exception will apply only where permitted by applicable law.

10. Order Cancellations

If you wish to cancel an order before it has been dispatched, contact us as soon as possible at:

markomsekul@gmail.com

We cannot guarantee that a cancellation request will be successful once an order has entered processing or has been dispatched.

If the order has already been dispatched, you may still have the right to withdraw from the purchase in accordance with this Policy and applicable law.