Refunds & Complaints Policy


If for any reason You are dissatisfied with some of our products or services, you can file a complaint to the company Bocak d.o.o.

You can file a complaint to Bocak d.o.o. in written at the Fan & Fun Shop, Bocak d.o.o., Zagrebača avenija 104, 10 000 Zagreb, by contacting our service at 01/4814593 or via e-mail To determine the specific order you are filing a complaint against as soon as possible; please state an order number, account number or your user name in the complaint. Bocak d.o.o. shall without delay, confirm the receipt of the complaint in writing and following the Law, you should receive the answer no later than 15 (fifteen) days from the receipt of the complaint.

Company Bocak d.o.o. is liable to hidden product defects only, and is not responsible for damages incurred by poor maintenance, i.e. non-maintenance of products, as well as using products for purposes other than what they are intended for.
The Buyer bears the cost of the product return. We do not accept shipments by cash on delivery for returned products.
Products will be packaged in a way that prevents damages during standard transport handling. The purchaser is obliged to check products for eventual damages upon the acceptance and immediately report to a worker who handled the delivery, i.e., refuse to accept the shipment with visible external damages.
The Seller and the Customer shall try to resolve possible disputes amicably. In the event of a dispute before a court, the court in whose territory the Seller's registered office is located shall have jurisdiction.
Following the Provision of the European Commission No. 524/2013 regarding Online Dispute Resolution applicable since 09.01.2016, Online Dispute Resolution platform (ODR) has been put into place. To access the ODR platform, click on the link -

The contract concluded by the Customer with Bocak Ltd. for the purchase and sale of products and services is a one-time contract for the sale of products or services consumed by the delivery of goods or services by Bocak Ltd. and payment made by the Customer, and in case it is not terminated.
Under the Consumer Protection Act, the Customer is authorized to unilaterally terminate the contract without stating the reasons within 14 days from the date of delivery of the product, i.e., delivering the final product from the order.
An exception to this authorization applies to products for which Article 79 of the Consumer Protection Act excludes the right to unilateral termination of the contract, which the Seller shall warn you about in the offer of a specific product.
The Customer can unilaterally terminate the contract by any unambiguous written statement expressing the will to terminate the concluded purchasing contract, sent to the Seller at Fan & Fun Shop, Bocak d.o.o., Zagrebačka avenija 104, 10 000 Zagreb or e-mail:, in which the Customer states name and surname, address, phone number, e-mail, received product information and a copy of the corresponding invoice.
The Seller is obliged to deliver to the Customer without delay an acknowledgement of receipt of the statement of termination of the contract. In the event that the Customer terminates the contract, the Seller shall return to the Customer no later than 14 (fourteen) days from the date of receipt of the returned product, the full amount paid, less shipping costs when it exists, in accordance with the General Terms, in the same manner as the payment is made, unless the Customer expressly agrees to some other means of payment and on the assumption that the Seller is not obliged to pay any additional costs for such a refund. The refund of the amount paid shall be made to the Customer only after the Seller receives the product at the address indicated on the invoice.
The Customer shall bear the cost of returning the goods based on the unilateral termination of the contract by the Customer.
The Customer who has previously ordered the product on confirms that he has received this notice of the right to terminate the contract unilaterally.
In the event of termination of the contract by the Customer as stated above, to refund the entire amount received, the returned products must be unused, undamaged and in undamaged original packaging with a copy of the invoice attached.
The Customer's request to replace the correct product (e.g. inappropriate number of clothes, wrong product colour) that you have purchased shall be considered a unilateral termination, so please be sure to make an unequivocal written statement terminating the contract. Products (return or replacement) must be delivered to the address: Fan & Fun Shop, Bocak Ltd., Zagrebačka avenija 104, 10 000 Zagreb.
In the event of unilateral termination of the contract, we shall act in accordance with the Consumer Protection Act or the Civil Obligations Act. We shall refund you after the goods are returned to us. You must return the goods to us without delay, and no later than 14 days from the day you announced the unilateral termination of the contract.
Pursuant to Article 77, paragraph 5 of the Consumer Protection Act, the Customer is responsible for any impairment of the purchased product resulting from the handling of the purchased product, which is determined as an obligation of the consumer in case of unilateral termination of the contract within 14 days.
In the event that the Customer orders the goods and refuses to receive them for no reason (packaging is not damaged), Bocak Ltd. has the right to deduct from the amount paid the purchase price the amount of direct costs of returning the product.
Bocak d.o.o. is responsible for the material deficiencies of items sold on official web sites in accordance with the positive regulations, especially the Law of Obligations of the Republic of Croatia.
In cooperation with service, Bocak d.o.o. determines which category returned product falls under upon the item's receipt.
The Customer shall be notified of the status of a returned item and realized refund by e-mail within 10 days. Refund to the Customer shall be made no later than 5 days from the date of sending the notification.
The right to a unilateral contract termination is excluded in several cases by the Law, and these cases are included in the above tables. Detailed information regarding Customer's rights on unilateral contract termination are available at