Returns & Complaints

1) Scope

This policy covers complaints, replacements and refunds for orders from Spomena.com. We sell personalized/engraved items made to individual specifications.

2) No 14-day withdrawal for personalized items

Due to the customized nature of our products, we do not offer a 14-day return. Exceptions apply only under clause 3 and the warranty cases in clause 6.

3) What qualifies for a complaint (within 48h of delivery)

You may submit a complaint within 48 hours of delivery if:

• the item is defective or damaged
• the engraving does not match the request we confirmed (e.g., different name/date than the confirmed content).

Note: Typos/content supplied by the customer do not qualify as a complaint ground.

4) How to submit

Email info@spomena.com within 48h and include:

1)order number
2) brief description
3) clear photos/video of the issue
4) the parcel label if transit damage is visible.

After assessment, we’ll confirm next steps. The item must be returned to the address provided by us.

5) Our remedies if approved

Depending on the case, we’ll offer repair/re-make, replacement or a refund.

For wrong engraving: re-shipping is at our expense.

6) 1-year commercial warranty

Separately, our one-year warranty from the order date covers:  fading of engraving, and damage to key parts (straps, clasps, etc.) under normal use. See the Warranty page for the procedure.

7) Undelivered/returned parcels (incl. prepaid)

If for any reason the shipment is not received/delivered and is returned (e.g., not collected from office, no one at address, incorrect/incomplete address, refusal without cause), we can re-ship — re-shipping costs are at the customer’s expense.
This also applies to prepaid (card-paid) orders: we will re-ship, with shipping at the customer’s expense.

8) Refunds (where applicable)

Card payments: refunded to the same card/method.

Cash on delivery: refunded by bank transfer to the IBAN provided by the customer.

We process refunds within up to 7 business days after complaint approval or after we receive and inspect the returned item (where a return is required).

Your bank/card issuer may take an additional 1–5 business days to post the funds.

Shipping fees are non-refundable.

9) Packaging for returns

Please send items, in their original commercial condition with accessories and protected for transit.

10) Contact

Complaints: info@spomena.com