{"id":282192,"date":"2026-05-17T00:01:59","date_gmt":"2026-05-16T22:01:59","guid":{"rendered":"https:\/\/media-met.hr\/refund-and-return-policy\/"},"modified":"2026-06-29T22:21:05","modified_gmt":"2026-06-29T20:21:05","slug":"refund-and-return-policy","status":"publish","type":"page","link":"https:\/\/media-met.hr\/en\/refund-and-return-policy\/","title":{"rendered":"Refund and return policy"},"content":{"rendered":"
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Refund & Complaints Policy<\/h1>\n

Last updated: June 2026 | media-met, obrt za ra\u010dunalne usluge, Karlovac<\/strong><\/p>\n

Quick overview<\/h3>\n

Our offering falls into three groups: digital products<\/strong> (WordPress plugins), services<\/strong> (SEO analysis, website maintenance), and made-to-order work<\/strong> (logo and brand identity design). Your right of withdrawal and refund depends on the type of product \u2014 details below. In every case, we stand behind our quality and will always look for a solution to legitimate complaints.<\/p>\n

1. Right of withdrawal \u2014 by product type<\/h3>\n

Your right to unilaterally terminate (withdraw from) the contract depends on what you purchased:<\/p>\n

a) WordPress plugins (digital products)<\/strong> Digital content delivered electronically, not on a tangible medium. In accordance with Article 79, paragraph 1, point (m) of the Croatian Consumer Protection Act (NN 19\/22) and EU Directive 2011\/83\/EU, a consumer has no right to unilaterally terminate the contract once download\/delivery has begun with their express prior consent and their acknowledgment that they thereby lose that right. By purchasing a plugin and downloading the file, the buyer confirms they are aware of and accept this condition.<\/p>\n

b) Services (SEO analysis, website maintenance)<\/strong> For services that begin within the 14-day period at your express request, the right of withdrawal ends once the service has been fully performed (Art. 79(1)(a) of the Act \/ Art. 16(a) of the Directive). If you withdraw while a service is still in progress, you owe a proportionate amount for the work already carried out.<\/p>\n

c) Made-to-order work (logo and brand identity design)<\/strong> Work produced to your specifications or clearly personalized for you is exempt from the right of withdrawal (Art. 79(1)(c) of the Act \/ Art. 16(c) of the Directive). Because logo and branding work is created specifically for you, it cannot be returned once work has begun.<\/p>\n

\u26a0\ufe0f Exception \u2014 B2B buyers<\/strong> The 14-day right of withdrawal applies solely to consumers (natural persons purchasing outside the scope of a business activity). Business entities (companies, sole proprietors) have no statutory right of withdrawal \u2014 the terms of the relevant agreement apply (the EULA for plugins; the quote\/contract for services).<\/p>\n

2. When you are entitled to a refund<\/h3>\n

Although digital products and made-to-order work are not subject to standard returns, media-met will approve a refund in the following situations:<\/p>\n

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  • The product doesn't work \/ the service wasn't delivered as described<\/strong> \u2014 e.g. a plugin cannot be made to run on your hosting or WordPress even after technical support, or a service materially deviates from what was agreed<\/li>\n
  • The product materially deviates from its description<\/strong> \u2014 if it doesn't contain the features listed in its description<\/li>\n
  • Double charging<\/strong> \u2014 if you were mistakenly charged more than once for the same product<\/li>\n
  • Technical issue during purchase<\/strong> \u2014 if the payment didn't go through but funds were deducted from your account<\/li>\n<\/ul>\n

    \u2705 Our approach<\/strong> We stand behind the quality of our products and services. If you have a legitimate problem we can't resolve through technical support, contact us \u2014 we'll find a solution that works for both sides.<\/p>\n

    3. Complaint procedure<\/h3>\n

    Step 1 \u2014 Contact us<\/strong> Send an email to info@media-met.hr with the subject \"Complaint \u2014 product name\" and include:<\/p>\n

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    • Order number or purchase date<\/li>\n
    • The email address you used to purchase<\/li>\n
    • A description of the problem<\/li>\n
    • A screenshot of the error (if available)<\/li>\n<\/ul>\n

      Step 2 \u2014 Technical support \/ review<\/strong> We respond within 24 hours on business days. For plugins, we'll try to resolve the issue through technical support; for services, we review delivery against what was agreed. Most problems are solved within one day.<\/p>\n

      Step 3 \u2014 Resolution<\/strong> If the problem can't be resolved, we'll offer one of the following:<\/p>\n

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      • A full refund (or a proportionate amount for a partially performed service)<\/li>\n
      • Credit toward a future purchase<\/li>\n
      • An exchange for another product or service of equal value<\/li>\n<\/ul>\n

        4. Complaint deadline<\/h3>\n

        You can submit a complaint within 30 days of the purchase date. After this period, complaints are considered on a case-by-case basis.<\/p>\n

        5. Refund procedure<\/h3>\n

        Approved refunds are processed within 5 business days to the same account from which the payment was received (bank account or original payment method).<\/p>\n

        6. License and subscription renewal<\/h3>\n

        Annual plugin license renewal is not automatic \u2014 you decide whether to renew. If you don't renew, the license expires with no automatic charge. A refund for a manually renewed license is not possible if the key has already been activated. Maintenance service subscriptions are governed by the terms of the relevant plan.<\/p>\n

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        Have a complaint or a question?<\/strong> Contact us and we'll resolve it within 24 hours. \u2709\ufe0f info@media-met.hr<\/p>\n

        This Refund Policy applies to all purchases made through media-met.hr from June 2026. media-met reserves the right to amend this policy with prior notice published on the website.<\/em><\/p>\n

        This English translation is provided for convenience only. In the event of any discrepancy, the Croatian version of this policy shall prevail.<\/em><\/p>\n

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