At Prodaja Vatrometa, we value your feedback and aim to resolve any issues quickly and fairly. If you are dissatisfied with your order or experience, please follow the process below:

1. Contact Us

Submit your complaint within 7 days of receiving your order. Provide as much detail as possible, including:

• Your order number

• Description of the issue

• Photos of damaged, defective, or incorrect items (if applicable)

📧 Email: [insert email]
📞 Phone: [insert phone number]

2. Acknowledgement

Once we receive your complaint, our customer support team will acknowledge receipt within 24–48 hours. You will be informed of the next steps and estimated resolution time.

3. Investigation

We will review your complaint and may request additional information or evidence to fully understand the issue. For product-related complaints, photos or videos may be required.

4. Resolution

Depending on the nature of your complaint, we will offer one of the following resolutions:

• Replacement of defective or incorrect items (if eligible)

• Refund for valid claims, processed within 7–10 business days

• Alternative solution agreed upon with you

Please note: Fireworks and pyrotechnic products are non-returnable due to safety and legal regulations, except in cases of damaged or incorrect items.

5. Escalation

If you are not satisfied with the resolution, you may escalate your complaint to [insert regulatory authority/contact if applicable] for further assistance.

6. Feedback

We welcome your feedback to help us improve our products and services. Your experience matters to us, and we are committed to providing a safe, reliable, and satisfying shopping experience.