Last updated: [16.7.2026]
1. Right of withdrawal (EU consumers)
If you are a consumer in the European Union, you may withdraw from a purchase of physical goods within 14 days of the day you (or a third party designated by you) receive the goods, without giving any reason.
To exercise this right, notify us within the 14-day period by e-mail at [EMAIL], stating your order number. You may use the model withdrawal form prescribed by law, but this is not mandatory. You must then return the goods to us within 14 days of your notification, to: EVC RESEARCH & DEVELOPMENT d.o.o., Ljubljanska ulica 7, 10431 Sveta Nedelja, Croatia.
2. Conditions for returns and diminished value
During the withdrawal period, you may handle and inspect the goods only to the extent necessary to establish their nature, characteristics and functioning, in the same way you would be permitted to do in a physical shop (visual inspection, checking dimensions and compatibility by comparison). You are liable for any diminished value of the goods resulting from handling beyond this.
The following actions go beyond permitted inspection and will result in a diminished-value deduction of up to 100% of the purchase price:
- installing or mounting the part in or on a vehicle or any other device, in whole or in part;
- connecting the part to a vehicle wiring harness, power supply, bench setup or diagnostic equipment;
- energising, powering up or operating the part in any way;
- programming, coding, flashing or otherwise modifying the software or configuration of the part;
- breaking, removing or damaging the security seal, tamper-evident label or anti-static packaging;
- any visible traces of installation or use (tool marks, torque marks on fasteners, thermal paste, sealant, connector wear, contamination).
New electronic and mechanical vehicle components that have been installed, connected or energised can no longer be sold as new and their resale value is reduced accordingly, as such use cannot be reliably distinguished from use that damages the component. The applicable deduction will be assessed on inspection of the returned goods and set off against your refund.
All components are photographed and their serial numbers and seals recorded before dispatch. Returned goods must be complete, in their original packaging, and must match the recorded serial number.
The direct cost of returning the goods is borne by you.
2A. Purchasing a part for diagnostic purposes
Purchasing a component in order to test whether it resolves a fault, installing it, and then returning it, constitutes use of the goods, not inspection. Such returns are subject to the full diminished-value deduction described above. If you are unsure whether a component is the cause of a fault, please use our diagnostic and repair services instead of trial-fitting new parts.
3. Refunds
We will refund all payments received from you for the returned goods, including standard delivery costs, within 14 days of receiving your withdrawal notice. We may withhold the refund until we have received the goods back or you have supplied proof of having sent them. Refunds are made using the same payment method used for the original transaction, unless expressly agreed otherwise, and at no cost to you.
4. Exceptions to the right of withdrawal
In accordance with EU and Croatian consumer law, the right of withdrawal does not apply to:
- Digital file services that have been fully performed, where performance began with your prior express consent and acknowledgment that you lose the right of withdrawal once the service is fully performed;
- Repair services that have been fully performed with your prior express consent;
- Goods made to your specifications or clearly personalised (e.g. custom-configured components).
5. Repair services
You may cancel a repair service free of charge at any time before work has begun (see our Cancellation Policy). If you cancel after work has begun, you will be charged a proportionate amount for the work performed up to the moment of cancellation. If we determine that a component is unrepairable, you pay only the diagnostic fee stated in the service description (if any); any remaining prepaid amount will be refunded.
6. EVC Tokens
EU consumers may withdraw from a purchase of EVC Tokens within 14 days, provided the tokens have not been redeemed in whole or in part. Redeemed tokens are non-refundable.
7. Defective or incorrect goods
If you receive goods that are defective, damaged in transit or not what you ordered, contact us at [EMAIL] with your order number and photos of the issue. We will arrange repair, replacement or a full refund, including return shipping costs, in accordance with your statutory rights. Consumers benefit from the statutory two-year guarantee of conformity.
8. Business customers (B2B)
The statutory right of withdrawal applies to consumers only. Returns by business customers are accepted at our discretion and may be subject to a restocking fee, unless the goods are defective, in which case statutory and warranty rights apply.
