Refund policy
Made to order — no 14-day change-of-mind return
All products sold by Hillcrest Lane are made to order. We do not hold pre-made stock. Every item is individually embroidered after you place your order, using your selected size and colour, on a blank garment that only becomes a finished HILLCREST LANE product once your specific order is produced.
Because each item is manufactured to your individual specification after you order it, it is excluded by law from the standard 14-day right of withdrawal that normally applies to online purchases in the EU. Legal basis: Article 86, paragraph 1 of the Croatian Consumer Protection Act (Zakon o zaštiti potrošača, Narodne novine 19/22), transposing Article 16(c) of Directive 2011/83/EU, which excludes the right of withdrawal for goods made to the consumer's specifications or clearly personalised, and goods which are not prefabricated and are made on the basis of an individual choice of, or decision by, the consumer. You confirm this at checkout before your order can be placed, and by confirming you acknowledge that production begins promptly and that you lose the right to cancel for convenience once you have given this consent (Art. 74 ZZP).
Your rights stay fully intact for faulty, damaged, or incorrect items
The exclusion above only removes your right to cancel because you changed your mind. It does NOT affect, limit, or reduce your statutory rights if your item arrives damaged or defective, does not match the size, colour, or design you ordered, or is not of satisfactory quality or does not conform to what was described on the product page.
In these cases you are entitled to a repair, replacement, price reduction, or full refund under the goods-conformity rules of the Croatian Consumer Protection Act (Zakon o zaštiti potrošača, NN 19/22), which implement Directive (EU) 2019/771 on the sale of goods, together with the general rules on material defects (jamstvo za materijalne nedostatke) under Articles 400–422 of the Croatian Civil Obligations Act (Zakon o obveznim odnosima, NN 35/05, 41/08, 125/11, 78/15, 29/18, 126/21, 114/22, 156/22).
To make a claim, contact us within a reasonable time of discovering the problem at hillcrestlaneinfo@gmail.com with your order number, a description of the issue, and a photo of the item. We will respond and propose a resolution — repair, replacement, price reduction, or refund — at no cost to you where the fault is confirmed.
How to submit a formal written complaint (prigovor)
If you are not satisfied with how we have handled an order, you may submit a formal written complaint by post or email to:
Hillcrest Lane
[Address to be added once the registered business address is confirmed]
Email: hillcrestlaneinfo@gmail.com
We will confirm receipt of your written complaint and respond in writing, clearly stating whether we accept it as justified, within 15 days of receiving it (Art. 10 ZZP, Narodne novine 19/22).
How refunds are paid
Approved refunds are issued to the original payment method used at checkout. Processing times depend on your bank or payment provider and are typically 5–10 business days after we confirm the refund.
Contact
Hillcrest Lane
Email: hillcrestlaneinfo@gmail.com
[Registered company name, OIB, and business address will be added here once company registration through START (start.gov.hr) is complete.]