Effective Date: September 19, 2026
Welcome to the official Refund and Returns Policy of Office-Ags d.o.o. za proizvodnju i trgovinu, applicable to all purchases made through our e-commerce website www.office-ags.com. This policy is drafted to create clear, fair, and transparent rules for all post-purchase requests, protecting the legitimate rights of both our valued customers and our business operations. We explicitly state from the very beginning that we do not support pure “refund only” requests under any circumstances, and all valid refund requests must be paired with the corresponding return of the purchased physical product to our designated warehouse, unless otherwise stated in the specific exceptions listed later in this document. This policy applies to all our product categories including our full line of desktop organizers, pen holders, cord management solutions, document storage supplies and other office organization products sold on our platform.
1. General Eligibility for Returns
All customers are entitled to initiate a return request within 30 calendar days from the date you receive your ordered product. To be eligible for a valid return, the returned item must remain in unused, original condition, with all original factory packaging, tags, accessories and documentation intact. Products that show obvious signs of daily use, damage caused by improper operation after delivery, or missing original components will not be accepted for return.
As clearly stated above, we never approve any refund-only requests that do not involve returning the physical product to us. We will not process partial or full refunds for orders where customers choose to keep the purchased product while submitting a refund application, including but not limited to requests for “item not as described”, “changed mind about the purchase”, or “no longer need the product” that do not include a complete product return. This rule is designed to ensure fairness for all parties, as we will lose the possibility to resell the returned product at normal market value if we issue a refund while the customer retains ownership of the item.
2. Return Process Steps
To submit a valid return request, you can follow the simple steps outlined below:
- Contact our customer support team via the official email [email protected], provide your order number, the specific product you wish to return, and a clear photo showing the product and its original condition. Our support team will review your request within 2 business days, and send you a confirmed return authorization and the exact address of our local return warehouse in Zagreb, Croatia. Unauthorized returns sent to our registered business address without prior return approval will not be processed.
- Carefully pack the product you are returning to avoid transit damage, send it back using the shipping method suggested by our support team, and keep the tracking number of the return shipment for your reference. For returns caused by our shipping errors or product quality defects, we will cover the full cost of return shipping. For returns initiated due to personal preference reasons such as ordering the wrong size or no longer needing the item, the customer will be responsible for covering the return shipping fee.
- Once our warehouse team successfully receives and inspects your returned item, confirms that it meets all our return eligibility criteria, we will proceed to process your corresponding refund or exchange request. We will never issue any refund before we complete the full inspection of the returned physical product.
3. Refund Processing Rules
After we finish verifying your returned item, the refund will be issued back to your original payment method you used to complete the order on www.office-ags.com. The processing time for the refund varies depending on your payment service provider, generally taking 3 to 10 business days to show up in your account balance. We will not issue cash refunds, store credit only refunds, or third-party platform refunds outside the original payment channel unless you explicitly request such special arrangement in written form and our team confirms the agreement in advance.
The only very limited exceptions to the no-refund-only rule apply to cases where your ordered product is confirmed to be completely lost during the last mile delivery process by the official logistics provider. In this scenario, after we receive the formal damage/loss confirmation document from the courier company, we can arrange a full re-delivery of the same product to you, or issue a full refund even when no physical product can be returned. This is the only situation where a refund can be processed without corresponding product return.
4. Non-Returnable Items
The following categories of products are not eligible for return, and no corresponding refund application will be accepted: customized engraved products that are made to your personal specifications, clearance sale items marked as “final sale” on the product page, and products that have been assembled and permanently modified after delivery. If you receive a defective customized product, please contact our support team immediately, and we will arrange a free replacement for you instead of processing a refund-only request.
5. Contact Information
If you have any questions about this Refund and Returns Policy, or need to initiate a return request, you can reach out to us at any time:
Office-Ags d.o.o. za proizvodnju i trgovinu
Address: Novomarofska ulica 47, 10110 Zagreb, Croatia
Email: [email protected]
Telephone: +385 1 655 1293