{"id":26,"date":"2026-05-09T14:07:43","date_gmt":"2026-05-09T12:07:43","guid":{"rendered":"https:\/\/dbas.hr\/?page_id=26"},"modified":"2026-06-15T13:57:57","modified_gmt":"2026-06-15T11:57:57","slug":"reklamacije","status":"publish","type":"page","link":"https:\/\/dbas.hr\/en\/reklamacije\/","title":{"rendered":"Complaints and claims"},"content":{"rendered":"<h1>Complaints and claims<\/h1>\n<p>The method of submitting a written complaint, product complaint and communication with DBAS support is described here.<\/p>\n<div class=\"wcts-static-page__legal-layout\">\n<div class=\"wcts-static-page__legal-main\">\n<section class=\"wcts-static-page__legal-section\">\n<h2>Kako podnijeti pisani prigovor<\/h2>\n<p>You can submit a written complaint in one of the following ways:<\/p>\n<ul>\n<li>e-mailom na <a href=\"mailto:info@dbas.hr\">info@dbas.hr<\/a><\/li>\n<li>by mail to the address Obala of Pope John Paul II. 20, 20000 Dubrovnik, Croatia<\/li>\n<li>osobno u poslovnom prostoru DBAS-a na adresi Obala pape Ivana Pavla II. 20, 20000 Dubrovnik, Hrvatska<\/li>\n<\/ul>\n<p>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.<\/p>\n<\/section>\n<section class=\"wcts-static-page__legal-section\">\n<h2>Rok odgovora<\/h2>\n<p>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.<\/p>\n<p>Records of written complaints are kept on a permanent medium in accordance with current regulations.<\/p>\n<\/section>\n<section class=\"wcts-static-page__legal-section\">\n<h2>Reklamacija proizvoda<\/h2>\n<p>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.<\/p>\n<p>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.<\/p>\n<\/section>\n<section class=\"wcts-static-page__legal-section\">\n<h2>Refunds and exchanges<\/h2>\n<p>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.<\/p>\n<p>Details about canceling the purchase, returning the goods and terminating the contract are available on the site <a href=\"\/en\/povrat-robe-raskid-ugovora\/\">Returns \/ contract withdrawal<\/a>.<\/p>\n<\/section>\n<section class=\"wcts-static-page__legal-section\">\n<h2>Out-of-court settlement of consumer disputes<\/h2>\n<p>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.<\/p>\n<p>DBAS strives to resolve every objection and claim clearly, in writing and in good faith before initiating further procedures.<\/p>\n<\/section>\n<section class=\"wcts-static-page__legal-section\">\n<p class=\"wcts-static-legal__updated\">Last updated: June 15, 2026.<\/p>\n<\/section>\n<\/div>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>Reklamacije i prigovori Ovdje je opisan na\u010din podno\u0161enja pisanog prigovora, reklamacije proizvoda i komunikacije s DBAS podr\u0161kom. Kako podnijeti pisani prigovor Pisani prigovor mo\u017eete podnijeti na jedan od sljede\u0107ih na\u010dina: e-mailom na info@dbas.hr po\u0161tom na adresu Obala pape Ivana Pavla II. 20, 20000 Dubrovnik, Hrvatska osobno u poslovnom prostoru DBAS-a na adresi Obala pape Ivana [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-26","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Reklamacije | DBAS<\/title>\n<meta name=\"description\" content=\"DBAS Dubrovnik bike, kitesurf, wing foil and outdoor webshop.\" \/>\n<meta name=\"robots\" content=\"noindex, follow\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" 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