Complaints and reclamations
Tel: +385 (1) 6623658
Workin hours: Mon-Frt 09:00-16:00 h
SUBMISSION OF A WRITTEN COMPLAINT
Pursuant to Article 10, paragraph 3 of the Consumer Protection Act, we inform consumers that they can file a complaint expressing their dissatisfaction with the purchased product or the quality of the service provided in writing to: Bani 69A, Buzin 10010 Zagreb or by e-mail to: info @ dora-pak.hr. We will submit a written response to the received complaint no later than 15 (fifteen) days from the day of receipt
written complaint, so please provide us in your complaint with your contact address for delivery of answers.
Each product for which a complaint has been received is delivered to the complaint center for inspection or diagnostics, so that the Seller can properly act on the complaint and possibly respect the legal rights of the Buyer.
If the ordered product is defective within 15 days of receiving the order, we will receive the complained device in the Instar complaint center with a written complaint or customer request, diagnose the defect and make a replacement or refund. After the expiration of the 15-day period, we direct the customer to an authorized service center, in accordance with the warranty conditions and instructions stated in the warranty card.
If you hand over the purchased defective device to the Seller or to an authorized service, without submitting a written complaint or notifying us of dissatisfaction and a request to exercise your legal rights, you lose the right to file complaints and requests contrary to the General Terms and Conditions.
In order to exercise your rights, before taking any action to exercise those rights, see the instructions in the General Terms and Conditions in detail.