Returns / contract withdrawal

Online obrazac za jednostrani raskid ugovora

You can use the online form below to submit a declaration of unilateral contract termination. Enter the order number and the e-mail address used during the purchase. After sending the form, the receipt of the statement is confirmed by e-mail.

You can also send the statement by e-mail to info@dbas.hr, by mail or in person at the DBAS office.

Pravo na jednostrani raskid ugovora

A consumer who buys at a distance can unilaterally terminate the contract within 14 days from the day when the goods were handed over to him or a third party designated by him, without giving a reason, except in cases where the right of termination is excluded by applicable regulations.

Za ostvarivanje prava potrebno je poslati jasnu izjavu o raskidu prije isteka roka, e-mailom na info@dbas.hr, by mail or in person at the DBAS office.

How to request a return of goods

In the request, state your first and last name, order number if any, contact information, product name and a short note that you are requesting the return of the goods or termination of the contract. After receiving the request, we will send instructions for sending or handing over the product in person.

The product is returned to the address DBAS, Pope John Paul II Coast. 20, 20000 Dubrovnik, Croatia, unless another method of return has been agreed with the customer.

Stanje proizvoda i rok povrata

The product must be returned without undue delay, at the latest within 14 days from the date of sending the cancellation statement. The product must be returned undamaged, complete, with associated equipment and documentation, to the extent possible.

The buyer is responsible for the decrease in the value of the goods that is a consequence of the handling of the goods, except what was necessary to determine the nature, characteristics and functionality of the goods.

Return cost

The direct cost of returning the goods is borne by the customer, unless the product was delivered incorrectly, damaged or the return is the result of a justified complaint. For bulky products, bicycles and larger packages, the return cost may depend on the delivery service and the dimensions of the shipment.

Refund of paid amount

After receiving the declaration of termination and the returned product, i.e. proof that the product has been sent back, the refund of the paid amount is carried out without undue delay, no later than within 14 days in accordance with current regulations.

As a rule, the refund is made using the same method of payment with which the order was paid, unless otherwise expressly agreed with the customer and if such method is not to the detriment of the customer. For card payments through the Monri WebPay system, the refund is processed according to the card used for payment, through the available Monri/WooCommerce refund processes. 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.

Products for which returns may be limited

The right to unilateral termination may be limited or excluded for products made according to the customer's specification, personalized products, sealed goods that are not suitable for return after opening due to health or hygiene reasons, as well as in other cases prescribed by law.

Complaints and claims

If the product has a defect, damage or is not delivered in accordance with the order, the procedure is carried out through Reklamacije i prigovore. In the case of a justified complaint, the customer does not bear the cost of return due to incorrect or defective delivery.

Last updated: June 15, 2026.