TERMS OF USE

BASIC INFORMATION ABOUT THE SELLER

Company name: Dinsar d.o.o. for Trade and Services
Registered office: Sestrunjski put 6, 10020 Zagreb
Business address: Strmečka Street 84, Zagreb
OIB (Tax ID): 09523156933
Company Registration No. (MBS): 00302457
Phone: +385 1 6535 634
E-mail: info@dinsar.hr

SALES AGREEMENT

The consumer, acting as the buyer, and Dinsar d.o.o., acting as the seller, enter into a Sales Agreement.

Legal entities acting as buyers are subject to the provisions of the Obligations Act and the Electronic Commerce Act, and are not subject to the Consumer Protection Act.

These General Terms and Conditions apply to legal entities insofar as they relate to the main characteristics of products, the procedure for concluding the contract, product prices, payment and delivery methods, product shipment and delivery costs, general information, warranty and service conditions, loyalty programs, limitation of liability, and the moment the contract is concluded.

At its discretion, the Seller may, in individual cases, extend to legal entities the same rights enjoyed by consumers.

A user is any person who uses the website www.dinsar.hr, including any buyer or visitor.

The conclusion of a sales contract via the website www.dinsar.hr is governed by applicable legal provisions, particularly the principles and regulations of European Union directives. Concluding a contract through the website www.dinsar.hr constitutes a distance contract.

These General Terms and Conditions also serve as a pre-contractual notice and apply to the conclusion of a sales contract if the buyer is a consumer—meaning any natural person entering into a legal transaction or acting on the market outside their trade, business, craft, or professional activity—and if the contract is concluded between a trader and a consumer within an organized system for selling goods or providing services without the simultaneous physical presence of both parties, using one or more means of distance communication up to and including the moment the contract is concluded.

Means of distance communication include any means that can be used for concluding a contract without the simultaneous physical presence of the trader and the consumer, such as the Internet or electronic mail.

The contract is considered concluded once the seller accepts the buyer’s offer. All items displayed on the Dinsar d.o.o. website represent an invitation to make an offer.

The Seller may terminate the sales contract if the Buyer fails to pay the purchase price, and is not obliged to deliver the goods until payment is received—except when the Buyer has chosen cash on delivery (COD) as the payment method.

If the Buyer fails to accept delivery and the shipment is returned to the Seller, the Seller is not obliged to resend the order.

These General Terms and Conditions for the Protection of Personal Data form an integral part of these Terms of Use.

The content of the website www.dinsar.hr is available in Croatian and English. The official language for concluding sales contracts is Croatian.

MAIN PRODUCT CHARACTERISTICS

The Buyer can view the main characteristics of products on the website www.dinsar.hr.

Dinsar reserves the right to modify information, including product prices and promotional offers, on the website without prior notice.

Each product is accompanied by a description of its main characteristics. For some services, the description also includes a price excluding VAT.

Prices, payment terms, and special offers are valid only at the time of order and/or payment.

PROCEDURE FOR CONCLUDING THE CONTRACT

Purchases are made through the website www.dinsar.hr by completing the designated order form. When filling out the form, the Buyer must enter all required information.

To complete a purchase, the Buyer must confirm that they have read, understood, and agreed to these General Terms and Conditions, and acknowledge that placing an order implies an obligation to pay.

Purchases can be made 24 hours a day, 7 days a week. Dinsar d.o.o. is not responsible for any costs associated with the use of computer equipment or telecommunications services required to access the website.

The Buyer will receive an order confirmation e-mail (acknowledging receipt of their offer) and a shipping notification once the order is dispatched.

If, for any reason, Dinsar d.o.o. is unable to deliver a particular ordered item, a Dinsar representative will contact the Buyer by phone or e-mail to arrange delivery of a substitute product or to cancel the affected item.

Purchases on behalf of minors or persons lacking legal capacity (in whole or in part) may only be made by their legal representatives.

Purchases are made by ordering available products selected from photographs and basic descriptions. Photographs are for illustrative purposes only and may not always accurately represent the actual product.

The purchase process consists of several simple steps that can be completed from the comfort of the Buyer’s home, anywhere in the world.

Products can be searched using various criteria. Entering a keyword in the search field will display all products related to that term. The Buyer may select a product of interest and read its description to determine whether it meets their needs. Products are organized in the online catalog on www.dinsar.hr according to product types.

Orders are placed electronically—by completing the online form or directly via e-mail.

The Seller will send the Buyer a confirmation of the concluded sales contract to their e-mail address, along with delivery information, including instructions for collection if the Buyer chooses to pick up the order at Dinsar’s location.

If the Buyer does not receive the ordered products within 20 business days (excluding Saturdays, Sundays, and public holidays) from payment—or within 20 business days from the conclusion of the sales contract in the case of payment on delivery—they must notify Dinsar via e-mail at info@dinsar.hr.

If the Buyer does not receive an order confirmation within 72 hours or cannot access the service as described in the e-mail, they must contact the Seller at info@dinsar.hr or by phone (as listed in the Contact section).

If, for any reason, Dinsar is unable to deliver a particular product, a Dinsar representative will contact the Buyer by phone or e-mail to arrange a substitute product or to cancel the affected order.

GENERAL INFORMATION

Users and customers are required to review these General Terms and Conditions of Use before using the website www.dinsar.hr, owned by Dinsar d.o.o.

If users have any additional questions or uncertainties regarding these Terms, they may contact us by e-mail at info@dinsar.hr.

By accessing the website or using any part of its content, the user accepts these General Terms and Conditions of Use, as well as all other applicable rules and terms relating to the use of the website and the services provided through it.

Users agree not to use the website in any manner that could harm the owner or third parties and accept all risks associated with the use of the website and its services.
If a user does not agree with the stated terms, they must immediately stop using the website and any services provided through it.

The content of the website is protected by copyright. Any modification, borrowing, sale, or distribution of the website content is permitted only with the prior written consent of Dinsar d.o.o.

Dinsar strives to ensure the best possible use of the website, including:

• monitoring server performance,
  
  
• scaling capacity according to user volume,
  
  
• providing user support, and
  
  
• resolving potential errors or system issues.
  
  

However, Dinsar assumes no liability for any difficulties or interruptions in website functionality or service availability and cannot guarantee that website usage will be uninterrupted or error-free.
Users acknowledge that access to the website may occasionally be interrupted or temporarily unavailable.

Users access and use the website at their own risk. Dinsar shall not be liable for any damages a user may incur through the use of the website. The authors and other persons or entities involved in the creation, production, and distribution of the website are not liable for any damages arising from its use or inability to use it.

Dinsar reserves the right to restrict or disable access to the website for any user if it determines that the website is being used inappropriately. Dinsar also reserves the right to deny access to any individual at its sole discretion.

Users must use the website in a way that does not jeopardize or disrupt its resources or services. Inappropriate use of the website is prohibited and may result in access termination.

Users must keep their account credentials confidential and are fully responsible for any damage arising from unauthorized use of their account.

Dinsar reserves the right to amend or supplement these Terms of Use at any time. Changes take effect upon publication on the website. Continued access to or use of any part of the website constitutes acceptance of the updated Terms. Dinsar recommends periodically reviewing the Terms to stay informed about any changes.

Dinsar also reserves the right, at any time and without prior notice, to modify, supplement, or discontinue any aspect of its business, including the website or any of its parts, services, subpages, or features.
This right includes, but is not limited to, changes to content availability, publication times, transmission methods, and access or usage rights.

Users are obliged to use the website in accordance with applicable laws, as well as general moral and ethical standards. Dinsar reserves the right to monitor the website content at any time to ensure compliance with these Terms and relevant regulations.
Amendments to the Terms become effective immediately upon publication on the website.

PAYMENT AND DELIVERY

PRODUCT PRICE, PAYMENT METHODS, AND SHIPPING

The Buyer agrees to pay for the ordered products using one of the following payment methods:

• Bank transfer or online banking:
  Payment must be made within the period stated in the e-mail confirming that the contract has been concluded.
  
  
• Cash on delivery (COD):
  This option allows the Buyer to pay the total order amount in cash directly to the courier upon delivery. Card payments upon delivery are not available.
  
  
• Bank deposit:
  Payment instructions, including the account number, will be sent to the Buyer’s e-mail address provided during checkout. The Buyer may pay via online banking, in a bank branch, post office, or financial service center (such as FINA).
  Once payment is received, the ordered products will be shipped to the address specified in the order.
  
  

The sales contract is concluded at the moment the Buyer’s offer is accepted. Products will be handed over to the delivery service within 2–4 business days (excluding weekends and public holidays) after the Seller receives payment, except for COD orders.

If the Buyer selects cash on delivery, the sales contract is concluded upon acceptance of the offer, and the product will be dispatched within 2–4 business days after the contract is concluded.

Products will be delivered within the territory of the Republic of Croatia within 2–4 business days (excluding weekends and public holidays) from the moment the product is handed over to the courier service.

Buyers who require an R1 (business) invoice must request it when placing their order; subsequent requests will not be accepted.

If payment is made via bank transfer (wire or online banking), the Buyer must use the payment details provided by the Seller via e-mail.

The agreed purchase price includes all applicable taxes and fees and is expressed in euros (EUR).

DELIVERY DETAILS

Orders are delivered by Dinsar within the timeframes previously agreed upon via e-mail.

Products are delivered by contracted courier services. Alternatively, the Buyer may collect their order in person at Dinsar’s office located at Strmečka Street 84, 10020 Zagreb.

Before shipping, Dinsar verifies the accuracy and condition of each ordered product.

Delivery by InTime

Shipments are delivered through InTime d.o.o. courier service.
Goods are dispatched within 4–6 days after payment confirmation. The ordered items are delivered within 24–48 hours from dispatch (excluding weekends and holidays).

DELIVERY COSTS

Delivery costs within the city of Zagreb are covered by Dinsar, unless otherwise stated on the website www.dinsar.hr.

Customers are required to inspect the shipment upon receipt—either from the courier or when picking up at the Dinsar office—to avoid later claims regarding potential transport damage.

If Dinsar is unable to deliver an ordered product, the Buyer will be notified accordingly. The Buyer may choose to cancel the order or wait until the product becomes available again.

If Dinsar cannot deliver the product within the agreed period, it will inform the Buyer, who must then allow a reasonable additional period for performance of the contract.

If the Buyer fails to collect or refuses to accept delivery without a valid reason, Dinsar reserves the right to charge for handling, transportation, and any related costs.

RETURN POLICY

The Buyer must inspect products upon delivery and immediately report any visible damage to the courier who delivered the goods, or refuse to accept the shipment if visible external damage is present.

Based on a valid return or exchange request, Dinsar will refund the Buyer’s payment or replace the product within fourteen (14) days from the date the returned product is received at the warehouse.

If the replacement product is out of stock, a refund will be issued instead.

Returns should be sent to the following address:
Dinsar d.o.o., Strmečka Street 84, Zagreb, Croatia.

In the case of a complaint (pursuant to Official Gazette NN19/22, Articles 60 and 84), the Buyer bears the cost of return shipping.

Returned products must be sent back in the same condition in which they were delivered and in their original packaging (the commercial packaging in which the goods were delivered), accompanied by the delivery note and invoice.

COMPLAINTS

MATERIAL DEFECTS

Dinsar is liable for material defects of the product up to the moment the risk passes to the Buyer (the moment the item is delivered into the possession of the Buyer or a third party designated by the Buyer who is not the carrier), regardless of whether Dinsar was aware of the defect. Dinsar is also liable for material defects that appear after the risk has passed to the Buyer if they arise from a cause that existed prior to that moment. It is presumed that any defect appearing within six months from the transfer of risk existed at the time of transfer, unless the Seller proves otherwise or unless the nature of the item or the defect indicates otherwise.

A defect exists if:

• the item does not have the properties required for its normal use or circulation;
  
  
• the item lacks properties required for a particular use known to the Seller or that should have been known to the Seller;
  
  
• the item does not have the properties and qualities expressly or implicitly agreed or prescribed;
  
  
• the Seller delivered an item that does not match a sample or model (unless the sample or model was shown for information only);
  
  
• the item lacks properties normally present in items of the same type and which the Buyer could reasonably expect given the nature of the item—especially considering public statements by the Seller, the manufacturer, or their representatives (advertising, labeling, etc.).
  
  

The consumer must notify the Seller of any visible defects within two weeks from the day the defect was discovered, and no later than one year after the risk passed to the consumer.

If, after receipt, a defect is discovered that could not have been detected by ordinary inspection at handover, the Buyer must, under penalty of losing their rights, notify the Seller within two months from the day the defect was discovered.

The Seller is not liable for defects that appear after one year from delivery. The rights of a Buyer who timely notified the Seller of a defect expire one year from the day the notice was sent to the Seller, unless the Buyer was prevented from exercising those rights due to the Seller’s fraud.

If a material defect is established, the Seller may be obliged—pursuant to the Obligations Act—to:

• remedy the defect,
  
  
• deliver a replacement item free of defects,
  
  
• reduce the price, or
  
  
• rescind the contract.
  
  

Rights based on material defects are governed by the Obligations Act.

Where the Buyer is a legal entity, the provisions of the Obligations Act apply to material defects (particularly where they differ from these Terms). In such cases, the Obligations Act prevails.

RIGHT OF UNILATERAL TERMINATION OF THE SALES CONTRACT

The consumer may unilaterally terminate the contract within 14 days without stating a reason.

The 14-day period begins on the day the product is delivered into the possession of the consumer or a third party designated by the consumer who is not the carrier.

If multiple items ordered in a single order are delivered separately, or goods are delivered in multiple parts/shipments, the 14-day period begins when the last item or the last shipment is delivered into possession of the consumer or the designated third party (not the carrier).

If regular delivery of goods over a defined period is agreed, the 14-day period begins when the first item/shipment is delivered into possession of the consumer or the designated third party (not the carrier).

If the consumer is not informed of the right to terminate, the right expires 12 months after the end of the initial 14-day period. If the Seller provides the termination notice within those 12 months, the right expires 14 days from the date the consumer received that notice.

To exercise the right of unilateral termination, the consumer must notify the Seller of their decision before the 14-day period expires by sending an unambiguous statement:

• by mail to: Strmečka Street 84, Zagreb, or
  
  
• by e-mail to: info@dinsar.hr,
  
  

stating their full name, address, phone number and/or e-mail address. The consumer may, at their discretion, use the sample Model Withdrawal Form provided below/linked (“unilateral termination of contract”). Upon receipt, the Seller will promptly send an acknowledgment of receipt by e-mail.

Upon termination, each party must return what it received under the contract. Unless the Seller has offered to collect the returned goods from the consumer, the Seller shall issue a refund only after the goods have been returned or after receiving proof that the consumer has sent the goods back, whichever occurs first. The Seller is not obliged to refund additional costs resulting from the consumer’s explicit choice of a delivery method other than the least expensive standard method offered.

Refunds will be made using the same payment method used by the consumer, unless the consumer expressly agrees otherwise and provided the consumer does not incur any fees as a result.

Unless the Seller has offered to collect the goods, the consumer must return the goods without undue delay and no later than 14 days from the day they notified the Seller of their decision to terminate. The deadline is met if the consumer sends the goods or delivers them to the Seller (or a person authorized by the Seller to receive them) before the 14-day period expires.

All direct costs of returning the goods are borne by the Seller. The consumer is responsible for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

To determine the nature, characteristics, and functioning of the goods, the consumer may handle and inspect them only in the manner that would be permitted in a retailer’s premises. Goods the consumer intends to return within 14 days must not be used or otherwise handled in a way that would diminish their value.

During the withdrawal period, the consumer must take due care of the goods, acting as a diligent and conscientious person. In the event of diminished value caused by handling, the Seller may deduct an appropriate amount—assessed at the Seller’s reasonable discretion using objective criteria—from the purchase price to be refunded.

For convenience, an informative template for unilateral termination is provided below; it may be completed and sent to: Strmečka Street 84, Zagreb, or by e-mail to the address indicated above. (Termination can also be initiated via the link provided above.)

Exclusions. The right of withdrawal does not apply where:

• the goods are made to the consumer’s specifications or are clearly customized;
  
  
• sealed goods not suitable for return due to health or hygiene reasons were unsealed after delivery;
  
  
• goods which, by their nature, are inseparably mixed with other items after delivery;
  
  
• the consumer specifically requested the trader’s visit to perform urgent repairs or maintenance; however, if during that visit the trader provides additional services or goods beyond what was explicitly requested, the consumer retains the right of withdrawal with respect to those additional services or goods.
  
  

Where the Buyer is a legal entity, the section “Right of Unilateral Termination” does not apply; the Obligations Act and the Electronic Commerce Act apply instead.

NOTICE ON HOW TO SUBMIT A WRITTEN CONSUMER COMPLAINT

Pursuant to Article 10 of the Consumer Protection Act, consumers may submit complaints:

• by mail to Strmečka Street 84, Zagreb,
  
  
• by e-mail to info@dinsar.hr, or
  
  
• in person at the Seller’s premises at Strmečka Street 84, Zagreb.
  
  

To enable Dinsar to respond to a complaint submitted by post, consumers are kindly asked to provide their full name and address for the written reply. Dinsar is legally required to respond in writing within 15 days from the date of receipt of the complaint.

In the event of a dispute, Dinsar and the consumer will seek an amicable settlement; if that is not possible, the competent court at the Seller’s registered seat shall have jurisdiction, with Croatian law applying. Disputes may also be resolved before the HGK Court of Honour or other mediation centers.

Consumer disputes may be resolved via the European Commission ODR platform: https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.show&lng=HR

By accepting these General Terms and Conditions, the consumer accepts all other terms stated on the website. If the consumer does not agree with any part of the pre-contractual notice or these Terms, they should refrain from using the website and from concluding a sales contract.

Dinsar reserves the right to amend these Terms and rules without prior notice. The Terms are compliant with the laws of the Republic of Croatia.

If the Buyer is a legal entity, the consumer-protection provisions of the Consumer Protection Act do not apply. The rules on written consumer complaints do not apply to legal entities; the Obligations Act and the Electronic Commerce Act apply.

RETURN POLICY

The Buyer must inspect the product upon delivery and immediately report any visible damage to the courier, or refuse to accept the shipment if external damage is visible.

Based on a valid request for return or exchange, Dinsar will refund the payment or replace the item within fourteen (14) days from the date the returned product is received at the warehouse.

If a replacement product is not in stock, only a refund is possible.

Returns should be sent to:
Dinsar d.o.o., Strmečka Street 84, Zagreb.

In the case of a justified complaint, www.dinsar.hr will bear the return shipping costs.

The Buyer must return the delivered goods in the condition in which they were received and in their original packaging (the commercial packaging in which the goods were delivered), accompanied by the delivery note and invoice.