REFUND AND RETURN POLICY
Last Updated: July 24, 2026
1. About this Policy
This Refund and Return Policy applies to eligible products, digital content, services, bookings, memberships and subscriptions purchased directly from:
[www.gotz4real.com] (http://www.gotz4real.com)
and any related GOTZ webpage that expressly links to this Policy, collectively, the “Website.”
This Policy forms part of our Terms and Conditions.
It does not apply to purchases completed entirely through an independent third-party platform, retailer, ticketing provider, streaming platform or marketplace. Those purchases are governed by the refund and return rules of the third party through which the transaction was completed.
2. Business information
The Website is operated by:
Legal name: Goran Colig
Artist and trading name: GOTZ (Gotz)
Registered business name: Gotz Music Independent
Registered address: Trnoviticka 9A, 10040 Zagreb, Croatia
Customer support email: gotz4real@gmail.com
Website: [www.gotz4real.com] (http://www.gotz4real.com)
In this Policy, “GOTZ,” “we,” “us,” and “our” refer to the business identified above.
3. Mandatory consumer rights
Nothing in this Policy excludes, restricts or replaces any right or remedy that cannot lawfully be excluded under the laws applicable to you.
Depending on your country, you may have mandatory rights where a product, digital item or service:
- is defective or unsafe;
- is materially different from its description;
- is not supplied;
- is supplied late;
- is not of satisfactory or legally required quality;
- is not fit for an expressly agreed purpose;
- does not conform to the contract;
- cannot be accessed because of a problem for which we are responsible; or
- otherwise fails to meet an applicable consumer guarantee.
These statutory rights are separate from any voluntary change-of-mind return or refund offered by GOTZ.
Where mandatory local law gives you more favorable rights than this Policy, the mandatory local law will apply.
4. Summary of the general policy
Subject to the detailed conditions below:
- eligible physical goods may be returned after a return request made within 14 days after delivery;
- faulty, damaged, incorrect or non-conforming items may qualify for repair, replacement, price reduction or refund;
- personalized and custom-made products ordinarily cannot be returned merely because you changed your mind;
- digital products ordinarily cannot be refunded after download, streaming, access or delivery has begun with the legally required consent;
- services may be cancelled before performance begins, subject to any disclosed booking, deposit and cancellation terms;
- after a service begins, any refund may be reduced by the proportionate value of work already performed;
- memberships can be cancelled to prevent future renewal, but completed billing periods ordinarily are not prorated;
- date-specific bookings, events and appearances may have separate cancellation rules;
- approved refunds are returned to the original payment method where reasonably possible; and
- mandatory local consumer rights always remain applicable.
A product page, checkout page, proposal, licence, membership page or booking confirmation may contain additional conditions for a particular offering. Those specific conditions apply together with this Policy.
5. Physical merchandise: change-of-mind returns
We accept change-of-mind returns for eligible physical goods where:
- you contact us within 14 days after you or a person designated by you receives the goods;
- you return the goods within 14 days after notifying us;
- the goods are returned in their original condition, subject only to reasonable inspection;
- the goods include their original packaging, accessories and components where reasonably possible;
- you provide proof of purchase; and
- the goods are not excluded under Section 8.
To begin a return, contact us via email at:
gotz4real@gmail.com
Include:
- your full name;
- order number;
- the item you wish to return;
- the reason for the return;
- the date the order was received; and
- photographs if the product is damaged, defective or incorrect.
Please wait for return instructions before sending the item.
Sending an item without contacting us does not remove mandatory consumer rights, but it may delay identification and processing of the return.
6. Condition of returned goods
You may inspect physical goods in the same way that you reasonably could in a physical store.
You may be responsible for diminished value caused by handling beyond what is reasonably necessary to determine the goods’ nature, characteristics and functioning, where applicable law permits such a deduction.
Examples of excessive handling may include:
- wearing apparel beyond trying it on;
- washing, staining, damaging or altering an item;
- removing permanent tags;
- exposing products to smoke, perfume, pet hair or other contamination;
- damaging protective packaging where the packaging forms part of the product’s value;
- using an item for a performance, photoshoot, production or commercial purpose before returning it; or
- returning an incomplete product.
We will not make deductions for reasonable inspection or ordinary handling permitted by applicable consumer law.
7. Return shipping
Change-of-mind returns
Unless mandatory law or a product-specific offer states otherwise, you are responsible for the direct cost of returning an eligible product because you changed your mind.
We recommend using a tracked shipping service and retaining proof of shipment.
We are not responsible for a return that is lost before reaching us unless responsibility cannot lawfully be excluded.
Defective, damaged or incorrect products
Where a product is defective, damaged on arrival, materially non-conforming or incorrectly supplied, we will provide an appropriate return method or reimburse reasonable return costs where required by law.
Do not dispose of a damaged or incorrect item unless we instruct you to do so.
International returns
International customers are responsible for correctly identifying the shipment as a returned product where required by customs procedures.
We are not responsible for customs charges caused by an incorrectly declared return. If we incur an avoidable import charge because the return was incorrectly declared, we may deduct the charge from a voluntary refund where legally permitted.
8. Items excluded from change-of-mind returns
Unless the item is defective, damaged, incorrectly supplied or otherwise covered by mandatory law, change-of-mind returns may not be accepted for:
- products made to your specifications;
- personalized, engraved, signed or custom-made products;
- unique commissioned artwork;
- custom clothing or merchandise;
- sealed audio recordings, video recordings or software after the seal has been broken;
- downloaded or accessed digital products;
- gift cards and stored-value products;
- hygiene-sensitive products that were sealed and then opened;
- underwear, swimwear or similar intimate products after the hygiene seal is removed;
- products that deteriorate or expire rapidly;
- newspapers, periodicals or magazines, other than qualifying subscriptions;
- event tickets or date-specific leisure services;
- products damaged through misuse, accident or unauthorized alteration;
- products identified as non-returnable where that exclusion is lawful and clearly disclosed before purchase; or
- any other item excluded from withdrawal under applicable mandatory law.
A discount, sale price or clearance label does not remove statutory rights relating to defective or non-conforming goods.
Where we voluntarily accept a return that is otherwise excluded, that acceptance does not require us to accept similar returns in the future.
9. Damaged, defective, incorrect or missing physical products
Contact us as soon as reasonably possible if a product:
- arrives damaged;
- contains a manufacturing defect;
- is materially different from its description;
- is incomplete;
- is the wrong item or size;
- does not arrive; or
- otherwise fails to conform to the contract.
Please provide:
- the order number;
- a description of the problem;
- clear photographs or video where reasonably useful;
- photographs of the parcel and shipping label if the order was damaged in transit; and
- any other information reasonably necessary to investigate the issue.
Depending on the circumstances and applicable law, the available remedy may include:
- repair;
- replacement;
- completion of missing parts;
- repeat performance;
- price reduction;
- store credit, where you agree;
- cancellation; or
- refund.
We may reasonably inspect the item or request its return before determining the appropriate remedy.
A request that you contact us promptly is intended to allow efficient investigation. It does not shorten any non-excludable statutory limitation or guarantee period.
10. Lost, delayed and undeliverable shipments
Contact us if an order has not arrived within the estimated delivery period.
We may ask you to:
- verify the delivery address;
- check with household members or neighbors;
- check a designated delivery location;
- contact the local carrier; or
- complete a carrier declaration.
Where the shipment is lost before delivery and responsibility remains with us under applicable law, we will provide an appropriate replacement or refund.
Delivery dates are estimates unless a specific date was expressly guaranteed.
If delivery is materially delayed, you may have the right to set an additional reasonable delivery period and then cancel if delivery still does not occur, subject to applicable law.
If delivery by a particular date was essential and expressly agreed before purchase, additional cancellation rights may apply.
Incorrect address or failed delivery
You are responsible for entering a complete and accurate delivery address.
If an order is returned because:
- the address supplied was incorrect or incomplete;
- delivery was repeatedly refused;
- the parcel was not collected;
- required import charges were not paid; or
- another circumstance within the recipient’s control prevented delivery,
we may deduct reasonable, non-recoverable shipping or return costs from a voluntary refund where legally permitted.
We may require payment of additional shipping costs before resending an order.
This section does not apply where failed delivery was caused by us or our chosen carrier.
11. Exchanges
We may offer exchanges for eligible physical merchandise, subject to availability.
To request an exchange, contact us within the applicable return period.
If the replacement item:
- costs more, you must pay the difference;
- costs less, we will refund the difference; or
- is unavailable, we may offer a refund, credit or alternative item.
We cannot reserve replacement stock until the original product is received unless we expressly agree otherwise.
Mandatory replacement rights for defective goods remain unaffected.
12. Digital products and downloadable content
Digital products may include:
- music downloads;
- audio files;
- video files;
- artwork;
- templates;
- guides;
- educational materials;
- licences;
- digital bundles;
- membership downloads;
- project files; and
- other downloadable or streamable content.
Because digital content can ordinarily be copied or retained after delivery, change-of-mind refunds generally are not available after:
- downloading begins;
- streaming begins;
- access is granted;
- a licence key is supplied;
- a download link is used;
- files are delivered by email or cloud service; or
- the content is otherwise made available for use,
provided that any legally required express consent and acknowledgement were properly obtained.
For customers whose law provides a withdrawal period for digital content, immediate supply will begin only after the customer is asked, where required, to:
- expressly request immediate supply;
- expressly consent to supply beginning during the withdrawal period; and
- acknowledge that beginning supply may result in loss of the withdrawal right.
The order confirmation should record that consent and acknowledgement.
Digital content problems
Contact us if digital content:
- was not delivered;
- cannot be downloaded because of a problem within our control;
- is corrupted;
- is materially different from its description;
- is incomplete;
- is incompatible with disclosed technical requirements; or
- otherwise fails to conform to the contract.
We may first attempt to:
- resend the download link;
- provide a replacement file;
- correct the defect;
- provide reasonable technical assistance; or
- restore access.
If the problem cannot be corrected within a reasonable period, another remedy such as a price reduction or refund may apply under mandatory law.
A refund will not ordinarily be provided where the problem results solely from:
- failure to meet clearly disclosed technical requirements;
- lack of storage space;
- unsupported software or hardware;
- loss of access to your own email account;
- deletion of a successfully delivered file;
- sharing or misuse of access credentials; or
- unauthorized alteration of the file.
This does not limit rights that cannot legally be excluded.
13. Music, beat and commercial licences
A refund for a licensed music product, beat, recording, sample, composition or other intellectual-property licence will not ordinarily be available after:
- the licensed files have been delivered;
- the files have been downloaded;
- a licence document has been issued;
- the customer has used the material;
- the material has been distributed or published;
- the material has been registered with a distributor, collection society or platform; or
- the customer has otherwise begun exercising the licensed rights.
A refund does not automatically cancel, reverse or transfer any rights already exercised.
Where a licence is refunded or lawfully terminated:
- the licence ends unless otherwise agreed;
- the customer must stop using the content;
- the customer must remove unauthorized publications or distributions;
- no further copies may be made or supplied; and
- any surviving obligations in the licence remain enforceable.
A separate licence agreement may contain additional termination, replacement and refund provisions. That agreement controls the licensed use.
14. Creative and professional services
Services may include:
- music production;
- custom beats or compositions;
- recording;
- editing;
- vocal production;
- mixing;
- mastering;
- artwork or visual services;
- consultations;
- strategy sessions;
- promotional services;
- custom deliverables;
- appearances;
- performances; and
- other creative or professional work.
Service-specific terms contained in a proposal, checkout page, booking confirmation or separate agreement apply together with this Policy.
Cancellation before work begins
Unless a specific offering states otherwise, you may request cancellation before work begins.
We will refund amounts paid, less any amount that we are legally entitled to retain for:
- work already performed at your express request;
- non-recoverable third-party expenses clearly disclosed or approved;
- licensed assets purchased specifically for your project; or
- another lawful and previously disclosed charge.
Cancellation after work begins
If you request that work begin during a statutory withdrawal period and later cancel, you may be required to pay a proportionate amount for work completed before cancellation.
The proportionate amount may reflect:
- planning;
- research;
- consultation time;
- recording or production;
- editing;
- revisions;
- administration;
- deliverables already supplied; and
- committed third-party expenses.
Completed services
Change-of-mind refunds are not ordinarily available after a service has been fully performed where:
- performance began with any legally required express request; and
- you acknowledged, where required, that the withdrawal right would be lost after full performance.
Mandatory rights remain available where the service was not provided with legally required care, skill, quality or conformity.
Subjective creative preferences
Creative services involve professional and artistic judgment.
A refund is not automatically due solely because:
- your personal taste changes;
- you later prefer a different creative direction;
- a third party dislikes the work;
- the result does not achieve commercial success;
- a distributor, label, playlist, publisher or audience rejects the work; or
- you supplied incomplete, inaccurate or unsuitable instructions.
Where a service includes revisions, we will provide the number and type of revisions stated in the applicable service description or agreement.
15. Deposits and advance payments
An offering may require a deposit or advance payment to reserve time or begin custom work.
Before payment, we will identify whether the amount is:
- refundable;
- partially refundable;
- credited toward the final price;
- intended to cover preparatory work or committed costs; or
- subject to a specific cancellation schedule.
Calling a payment a “non-refundable deposit” does not remove a mandatory statutory right or allow us to retain an amount disproportionate to our actual lawful entitlement.
If we cancel a service for reasons not caused by you, we will refund the unused amount paid unless you agree to rescheduling or another remedy.
16. Appointments, consultations and scheduled sessions
Unless different terms are disclosed before booking:
- appointments may be cancelled or rescheduled without charge at least 24 hours before the scheduled start time;
- cancellations made less than 24 hours before the scheduled time may be charged up to 100% where permitted;
- failure to attend without notice may result in loss of the booking payment where permitted;
- one reasonable rescheduling request may be allowed, subject to availability; and
- repeated rescheduling may be treated as cancellation.
A late arrival may reduce the available session time without reducing the fee where the booking must end at the originally scheduled time.
If we cancel or cannot provide the session, you may choose:
- rescheduling;
- credit; or
- refund of the affected amount.
Mandatory withdrawal rights and service remedies remain unaffected.
17. Performances, appearances, events and date-specific services
Tickets, appearances, performances, accommodation, transportation, catering and other leisure services scheduled for a specific date or period may be excluded from statutory change-of-mind withdrawal rights.
The applicable event or booking page will explain:
- cancellation deadlines;
- rescheduling rights;
- transferability;
- no-show rules;
- weather or force-majeure procedures;
- ticket-provider rules; and
- any non-refundable costs.
If we cancel an event or date-specific service, we will provide the remedy required by applicable law and the relevant booking terms.
If an event is postponed, the booking terms will determine whether the booking transfers to the new date or may be refunded.
Tickets purchased from a third-party ticketing service must ordinarily be refunded through that provider.
18. Memberships and recurring subscriptions
Memberships and subscriptions may renew automatically at the interval disclosed before purchase.
You may cancel a recurring membership by contacting:
gotz4real@gmail.com
or by following a cancellation steps.
Cancellation takes effect at the end of the current paid billing period unless:
- the membership page states otherwise;
- mandatory law requires an earlier effective date; or
- we agree to immediate cancellation.
After cancellation:
- future recurring charges will stop;
- access may continue until the current paid period expires;
- unused time ordinarily is not refunded or prorated; and
- downloaded or licensed materials remain subject to their applicable licence.
We will provide a refund or correction where:
- a charge was unauthorized;
- cancellation was properly completed before renewal but the account was charged;
- the membership was not supplied;
- a material recurring service failure was not corrected;
- we materially changed the service in a manner giving rise to a cancellation right; or
- mandatory law requires a refund.
Failure to use a membership does not, by itself, create a refund right.
19. Free trials and promotional membership periods
Where a free or discounted trial automatically converts into a paid membership, the trial page will disclose:
- the length of the trial;
- the price after the trial;
- the billing interval;
- the date of the first charge; and
- how to cancel.
To avoid the first paid charge, you must cancel before the trial ends.
If a mandatory local law requires a reminder, specific cancellation method or additional notice, we will provide it.
Creating multiple accounts to repeatedly claim an introductory offer may result in cancellation of the promotional benefit and termination of access in general.
20. Pre-orders
A pre-order is a purchase made before the relevant product is ready for dispatch or delivery.
The estimated availability date is not guaranteed unless expressly stated.
You may request cancellation before dispatch or digital delivery, except where:
- the product was personalized;
- custom production has begun;
- the service has begun at your request;
- an applicable exclusion applies; or
- another lawful term was clearly disclosed before purchase.
If a pre-order is materially delayed, changed or cancelled by us, we will notify you and offer any cancellation or refund rights required by law.
21. Bundles and promotional packages
Products sold as a bundle may be subject to bundle pricing.
To receive a full change-of-mind refund, you may be required to return all physical components and stop using all digital or licensed components.
If we accept a partial return, we may recalculate the price of retained items without the bundle discount and refund only the remaining balance, where legally permitted.
A bundle containing delivered digital content or a completed service may be partially non-refundable to the extent legally permitted and disclosed before purchase.
22. Gift cards and promotional credit
If gift cards or store credit are offered:
- they are not redeemable for cash except where required by law;
- they may be used only through the identified Website or store;
- they cannot be used to purchase another gift card unless permitted;
- replacement may require proof of purchase;
- unauthorized use should be reported promptly; and
- expiry and inactivity rules will comply with applicable law.
Refunds for purchases made using both a gift card and another payment method may be returned proportionately to those methods.
Promotional credit has no cash value unless mandatory law states otherwise.
23. Sale, discounted and limited-edition products
Sale and discounted items receive the same statutory remedies as full-price items if they are defective, misdescribed or otherwise non-conforming.
A defect clearly disclosed before purchase generally cannot later be treated as an undisclosed defect.
Change-of-mind returns for sale or limited-edition products are accepted only where:
- permitted under Section 5;
- not excluded under Section 8; and
- not subject to a lawful product-specific condition disclosed before purchase.
24. How refunds are issued
Approved refunds will ordinarily be returned to the original payment method.
Where that is not technically possible, we may ask you to agree to another lawful refund method.
Refunds will be issued without undue delay and ordinarily within 14 days after the refund is approved.
For a statutory withdrawal involving physical goods, we may withhold the refund until:
- the returned goods are received; or
- you provide evidence that the goods were sent,
whichever occurs first, where applicable law permits.
Your bank, card issuer or payment provider may require additional processing time after we issue the refund.
25. Amount refunded
For an eligible statutory withdrawal, the refund will include amounts required by applicable law.
For eligible EU, EEA or UK consumer withdrawals involving physical goods, this ordinarily includes the product price and the cost of the least expensive standard delivery method offered for the order.
Additional amounts paid for:
- express shipping;
- premium shipping;
- gift wrapping;
- special handling; or
- another optional service
may not be refundable beyond the least expensive standard delivery amount, unless required by law.
For voluntary returns that are not based on a statutory right, original delivery charges are not refundable unless we expressly agree otherwise.
Reasonable deductions may be made, where permitted, for:
- diminished value caused by excessive handling;
- missing components;
- work already performed;
- non-recoverable approved third-party expenses;
- avoidable customs or return charges;
- bundle discount recalculation; or
- another amount lawfully owed.
We will explain a material deduction.
26. Currency and payment-provider charges
Refunds are issued in the currency in which we received the payment unless another arrangement is required or agreed.
The final amount appearing in your account may differ because of:
- exchange-rate changes;
- card-network conversion;
- bank fees;
- payment-provider charges; or
- taxes imposed by another jurisdiction.
We do not control exchange rates or independent financial-institution charges.
We will not deduct a refund-processing fee where doing so is prohibited by law.
27. Customs duties and import taxes
Customs duties, import taxes and brokerage charges are generally collected by governmental authorities, carriers or customs agents rather than GOTZ.
We cannot guarantee reimbursement of those charges.
For a statutory withdrawal, you may need to request reimbursement directly from the relevant customs authority under its procedures.
Where we incorrectly collected a tax or charge, we will correct it as required.
28. Unauthorized and duplicate payments
Contact us promptly if you believe:
- a payment was unauthorized;
- you were charged twice;
- the amount charged was incorrect;
- a recurring payment occurred after valid cancellation; or
- the payment relates to an order you did not place.
We may request information reasonably necessary to investigate the payment.
Nothing in this section limits your lawful right to contact your bank, card issuer or payment provider.
29. Chargebacks and payment disputes
We encourage you to contact us before filing a chargeback so that we can attempt to resolve the issue efficiently.
This does not limit your right to dispute an unauthorized or improper transaction through your payment provider.
Knowingly filing a false or fraudulent chargeback after receiving and retaining the relevant product, licence or service may constitute a breach of our Terms and may result in:
- suspension of access;
- termination of a licence or membership;
- recovery of the unpaid amount;
- submission of evidence to the payment provider; or
- other lawful action.
30. Return and refund abuse
We may refuse a voluntary return, limit future purchases or suspend an account where there is reasonable evidence of:
- return fraud;
- use of products followed by repeated returns;
- alteration or substitution of products;
- false claims of non-delivery;
- misuse of digital-download links;
- account or membership sharing;
- repeated abusive chargebacks;
- counterfeit returns;
- manipulation of promotional offers; or
- another material abuse of this Policy.
We will not use this section to deny legitimate statutory consumer rights.
31. Third-party purchases
Purchases made through third parties may include:
- ticketing platforms;
- merchandise marketplaces;
- app stores;
- social-media shops;
- streaming platforms;
- music-download platforms;
- authorized retailers; and
- payment links operated under separate merchant terms.
Refunds for those purchases must ordinarily be requested from the third-party seller or platform shown on the receipt.
We cannot directly reverse a payment that we did not process or control.
This section does not affect any liability we may have under mandatory law.
32. How to submit a return or refund request
Send your request to:
Email: gotz4real@gmail.com
Subject: Return or Refund Request – Order [insert your order number here]
Include:
- your full name;
- email address used for the order;
- order or booking number;
- date of purchase;
- product or service concerned;
- reason for the request;
- requested resolution; and
- relevant photographs, files or other evidence.
Do not include complete payment-card details.
We may ask for additional information reasonably necessary to verify the order or investigate the request.
33. Written consumer complaints
A consumer may submit a written complaint by email or post to:
Email: gotz4real@gmail.com
or
Postal address: Trnoviticka 9A, 10040 Zagreb, Croatia EU
Please include:
- your name and contact details;
- order or booking number;
- description of the complaint;
- supporting evidence; and
- the resolution requested.
We will respond to written consumer complaints within 14 days after receipt, as required under applicable Croatian consumer law.
Submitting a complaint does not prevent you from exercising any other mandatory remedy.
34. Changes to this Policy
We may update this Policy to reflect changes in:
- products and services;
- business practices;
- fulfillment methods;
- payment systems;
- applicable laws; or
- consumer-protection requirements.
The version that applied when your order was placed generally governs that transaction, together with any mandatory law.
The current version will display a revised “Last Updated” date.
35. Contact us
Questions about returns, refunds or cancellations may be sent to:
Gotz Music Independent
Trnoviticka 9A, 10040 Zagreb, Croatia EU
Returns and refunds: gotz4real@gmail.com
Website: [www.gotz4real.com] (http://www.gotz4real.com)
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MODEL WITHDRAWAL FORM
Complete and return this form only if you wish to withdraw from an eligible contract.
To:
Gotz Music Independent
Trnoviticka 9A, 10040 Zagreb, Croatia EU
gotz4real@gmail.com
I/We hereby give notice that I/we withdraw from the contract for the sale of the following goods or the supply of the following service or digital content:
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Order or booking number:
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Ordered on:
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Received on, where applicable:
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Name of consumer:
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Address of consumer:
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Email address:
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Signature of consumer, required only if submitted on paper:
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Date:
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