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Returns and complaints

Di-Nautika d.o.o.
Ulica kralja Zvonimira 85, 21000, Split
info2@di-nautika.hr
www.di-nautika.hr

 

Complaints and return of goods

You have the right to complain, exchange or refund your money for every item you bought in our online store (in accordance with the conditions defined by the Consumer Protection Act).

 

Claims for unused purchased items

REPLACEMENT OF GOODS

We exchange goods within 14 days from the day the goods were purchased. After that, we will not be able to make a replacement. The buyer is obliged to ensure return of the delivery of the goods to the address from which he received the package. Along with the package, he is obliged to send the order number, invoice number and an explanation of what exactly he wants in exchange with the corresponding details in writing to the email address info2@di-nautika.hr. We handle the exchange within 14 days from the day of receipt of the package. The customer must attach the bill with the refund request. We do not refund the paid costs of postage or package packaging when exchanging, nor the costs incurred by delivery services, but only the value of the goods (purchased items). WE DO NOT EXCHANGE OR REFUND MONEY FOR GOODS THAT HAVE BEEN USED (goods that needs to be wet in order to be able to try on, for example - wetsuit, need to be tried on EXCLUSIVELY in fresh water, dried and returned to the store in the condition in which it was received, without damage)!

 

REFUND

Money refunds are made within 14 days from the day of purchase. The buyer is obliged to request a refund in writing and must attach the invoice with the refund request. We do not refund the paid costs of postage or repackaging when refunding the money, nor the costs incurred by delivery services, but only the value of the goods. We charge delivery costs (seller-buyer, buyer-seller) and packaging for shipments whose pick-up is unjustifiably refused. For packages paid by card, the refund is reduced by bank commission costs.

The customer is obliged to physically inspect the product upon receipt, no longer than 14 days, and to report visible defects. We do not accept subsequent complaints about the appearance of the product.

DOWNLOAD THE FORM FOR UNILATERAL TERMINATION OF THE AGREEMENT ➜

You can unilaterally terminate the contract using the mentioned form or by any other unequivocal statement in which you express your will to terminate the contract, on a permanent medium.

 

We do not exchange or refund money in the following cases

  • For products that are used and still functional.
  • For products that are used for hygienic purposes and for justified hygienic reasons, it is not possible to make a return.
  • For products purchased with an error (if the error was properly stated at the time of sale) or on sale.
  • For free items or items that have not yet been paid for.
  • WE DO NOT EXCHANGE OR REFUND MONEY FOR USED GOODS!

For return of goods, the goods must be properly packed in the original packaging with the attached bill.

In situations where we suspect the possibility of abuse of these benefits, we reserve the right to investigate the matter and respond in writing to the request within 14 days of receiving the request.

Employees of our company are strictly prohibited from verbally explaining or interpreting any request or solution to your request. Therefore, we ask customers for their understanding when contacting and submitting requests to our employees. We will solve each of your requests safely and in the shortest possible time. In order to resolve it quickly and successfully as well as to your satisfaction, we ask for your understanding.

When returning or exchanging products, they must be in the original packaging in which the customers received the goods when purchasing, neatly packed. In the event that the customer insists on a replacement without packaging, we will charge additional costs due to the product without packaging in the amount of 20% of the item's value.

In the event that the product is untidy, dirty, rearranged, changed, shortened, extended or similar, or if it differs from the condition in which it was purchased, we do not approve replacement or refund.

 

Claims for used purchased items

In the event that the products become non-functional during use within 30 days, you have the right to complain. The buyer is obliged to ensure the delivery of the goods to the address from which he received the package. The customer must attach the invoice to the request. We reserve the right to review the product and the ability to repair the product for use within 30 days. In the event that we are unable to repair the product, the customer will receive the same product, and if by any chance we do not have the same product in stock, the most similar product (looking at the price paid and the group of product).

  • The customer also has the right, if he is not satisfied with the used purchased item, to reduce the purchase price when purchasing an item with which he feels he would be satisfied. In that case, we subjectively determine the price reduction ourselves.
  • It is not possible to get a refund for used items purchased.
  • We do not accept complaints for products that are used and still functional.
  • For products purchased more than 30 calendar days ago (with the exception of products for which this type of warranty is specifically stated and certified), we do not accept any type of complaint or request.

 

Instructions for unilateral contract termination

You can unilaterally terminate the contract within 14 days without giving a reason. In order to be able to exercise the right to unilaterally terminate this Agreement, you must notify us of your decision to unilaterally terminate the contract before the expiration of the term by an unequivocal statement sent by post office, fax or e-mail, or by using the form for unilateral termination of the contract. If the consumer exercises his right to unilateral termination, he will not bear the related costs except for the direct costs of returning the goods.

We will send you the confirmation of receipt of the notice of unilateral termination of the contract by e-mail without delay.

DOWNLOAD THE FORM FOR UNILATERAL TERMINATION OF THE AGREEMENT ➜

 

1. Refund of the paid amount

If you unilaterally terminate this Agreement, we will return the money we received from you, without delay, and no later than within 14 days from the day we received your decision to unilaterally terminate the agreement.

The refund will be made in the same way you made the payment. In the event that you agree to another way of returning the amount paid, you do not bear any costs in relation to the return.

We can issue a refund only after the goods have been returned to us or after you provide us with proof that you sent the goods back to us.

 

2. Return of goods

Return the goods or hand them over to us without undue delay, and in any case no later than within 14 days from the day you sent us your decision to unilaterally terminate the contract.

It is considered that you have fulfilled your obligation on time if you send or hand over the goods to us before the expiry of the aforementioned period.

 

3. Costs of returning goods

You must bear the direct costs of returning the goods yourself.

 

4. Consumer responsibility for the reduction of the value of the goods

You are responsible for any reduction in the value of the goods resulting from the handling of the goods, except that which was necessary to determine the nature, characteristics and functionality of the goods.

 

Send the completed contract for unilateral contract termination by e-mail to info2@di-nautika.hr or by regular mail to the address:

  • Di-Nautika d.o.o.
  • Ulica kralja Zvonimira 85, 21000, Split

 

Liability for material defects

Liability for material defects will be resolved in accordance with the Obligatory Relations Act.

 

The right to object

If by any chance you are not satisfied with the work of the customer department within the company, please inform us about the matter at the email address: info2@di-nautika.hr

According to the law on consumer protection, we inform customers that they have the right to complain in writing to the address:

Di-Nautika d.o.o., Ulica kralja Zvonimir 85, 21000, Split.

We will respond to your complaint in writing within 15 days from the day the complaint was received.