Complaints and claims

Kako podnijeti pisani prigovor

You can submit a written complaint in one of the following ways:

• e-mailom na info@dbas.hr
• by mail to the address Obala of Pope John Paul II. 20, 20000 Dubrovnik, Croatia
• osobno u poslovnom prostoru DBAS-a na adresi Obala pape Ivana Pavla II. 20, 20000 Dubrovnik, Hrvatska

In the complaint, please include the name and surname, contact information, order number if any, name of the product or service, description of the situation and documentation that can help with processing, for example photos, invoice or order confirmation.

Rok odgovora

DBAS will confirm the receipt of a written complaint without delay when possible and respond in writing no later than 15 days from the day of receipt of the complaint, with a clear statement as to whether the grounds of the complaint are accepted.

Records of written complaints are kept on a permanent medium in accordance with current regulations.

Reklamacija proizvoda

If the product has a defect, damage or does not match the ordered product, contact us as soon as possible with a description of the problem and photos. After reviewing the application, we will send instructions for further processing, product return, replacement, repair, price reduction or refund, depending on the nature of the case and applicable customer rights.

In case of visible damage to the shipment, we recommend that the customer take photos of the packaging and the product and, when possible, immediately report the damage to the delivery person and DBAS.

Refunds and exchanges

If the complaint is accepted and a refund is agreed, the refund is made using the same payment method used to pay for the order, unless otherwise agreed with the buyer and if such method is not to the buyer's detriment. For orders paid by cash on delivery, the refund is usually made to the customer's bank account or by another agreed method that is not to the customer's detriment.

Details about canceling the purchase, returning the goods and terminating the contract are available on the site Returns / contract withdrawal.

Out-of-court settlement of consumer disputes

If the dispute is not resolved directly with DBAS after submitting a written complaint, the consumer may request an out-of-court resolution of the consumer dispute before the competent authorities for alternative resolution of consumer disputes in the Republic of Croatia, in accordance with current regulations.

DBAS strives to resolve every objection and claim clearly, in writing and in good faith before initiating further procedures.

Last updated: June 15, 2026.