Return of goods, replacements and claims

The web shop operates in accordance with the Consumer Protection Act, the law of the Republic of Croatia that protects the basic rights of consumers when purchasing products and services.

Termination of the contract of sale

You have the right, without stating the reason, to terminate the contract of sale within 14 days from the day of taking over the goods or after placing the order, in case you change your mind before delivery of the goods.
In order to be able to exercise the right to unilaterally terminate the Purchase Agreement, a copy of the Form for unilateral termination of the Purchase Agreement LINK must be submitted before the expiry of the stated deadline. The form must be submitted in the package together with the goods and at the e-mail address:

Form for one-sided termination of the distance contract of sale downloaded in this link in pdf format. You can fill it out electronically or physically after printing. LINK TO FORM.

In the event of termination of the contract, each party is obliged to return to the other what it received under the Agreement. Pursuant to Article 72 of the Consumer Protection Act, you are obliged to return the received goods to the address Bali d.o.o., Trg republike 3, 40328 DONJA DUBRAVA (the web shop).

You can return the goods free of charge through the contractual partner DHL international d.o.o., in which case it is sufficient to request the collection of goods by Bali d.o.o. when submitting the Form for unilateral termination of the purchase contract and pack the goods for return to the original shipping container. If you wish to return the goods by alternative means of delivery, then you are obliged to make the same at your own expense.

The prerequisite for the unilateral termination of the Contract is that the goods have not been damaged and that they are returned in the packaging. If the use (impairment) has occurred, upon receipt of the returned goods, we will make an assessment of the condition of the goods according to the visible signs of use and determine accordingly what percentage of the refund will be paid to you acording to impairment table LINK. In such situations, we will contact you and try to find a mutually acceptable solution.

No later than 14 days after we have received your notice of decision to terminate the contract, provided that you have fulfilled your obligation to repay the shipped goods, we will refund your payment using the same means of payment that you used when ordering.

Unfortunately, we are unable to recover any additional costs resulting from your explicit choice of mode of transport, or any other costs associated with the refund process. Shipments that were sent in such a way that they require payment on delivery are also unable to receive.

Swap items for another size

If, after receiving the goods, you find that you really like the item but the size you ordered does not fit and you want to replace it with the same item in another size, you can do so as follows:

  • fill out the form for one-sided termination of the sales contract and then request via e-mail address to collect the original product at your address (provided that you properly pack the return goods in the transport packaging).

The goods are returned free of charge through the contractual partner DHL international d.o.o. If you wish to return the goods by alternative means of delivery, then you are obliged to make the same at your own expense. After reviewing the returned item, we will notify you of a refund to your account. Return of goods is possible only if the goods are not used and are in the original packaging, including the original labels. The payment you made during the pre-order will be refunded to you, and you will order the desired item in the right size through a new order and payment.

Defective goods complaints

In very rare cases, when you receive defective goods, you have the right to complain or complain about the goods within the legal time limit under the Consumer Protection Act.

In accordance with Art. 10 of the Consumer Protection Act, we allow you to submit your complaints to the e-mail address or by post to the address Bali d.o.o., Trg republike 3, 40328 Donja Dubrava, Croatia. We will respond to all received complaints within the shortest possible time, but not later than 15 days from the day of receipt of the complaint, and will resolve your complaint in the most favourable way possible.

Returns in case of complaint of defective goods shall be made in such a way that upon receipt of the complaint, in agreement with you, we send to your address a delivery service that will pick up the package and return it to our address.

The complaint will be considered valid if the examination of the product and, if necessary, additional expertise, is found to be in compliance with the requirements for the complaint in accordance with the Law on Obligations and the Law on Consumer Protection.

If the claim is found to be valid, at our cost we will replace the goods with the same without defects or refund the entire amount paid for the product, including shipping costs.

If the complaint is not valid, i.e. if the customer’s complaint is rejected, the customer who submitted the complaint shall bear the costs of another delivery of the purchased product to the customer’s address.

Online dispute resolution for consumer disputes

Pursuant to the EU Regulation, the webstore participates in the resolution of consumer disputes for products and services purchased on the Internet that may be submitted online by thecustomers.

EU Regulation No 524/2013 on online dispute resolution for consumer disputes applies from 9 January 2016.

Pursuant to Article 14(1) of the said Regulation, traders established within the EU engaging in online sales contracts must provide in an easily accessible place on their websites an electronic link to the online dispute resolution platform (ODR platform).

Below is a link LINK to the consumer dispute online resolution platform.

For more detailed information, please contact us via