1. Terms of business

The general terms govern the relationship between the Buyer and the Merchant regarding the terms and methods of ordering products, product prices, payment terms and methods, the Buyer's right to file written complaints about the Merchant's products and services, the right to terminate the contract, product delivery, and other services offered by the Merchant, the protection of personal and other data, and other matters relevant to the conclusion of a sales contract through the Internet store.

The Consumer Protection Act, the Electronic Commerce Act, the Obligations Act, and other applicable regulations of the Republic of Croatia apply to the terms of business.

The Merchant reserves the right to change the Terms and Conditions at any time. All changes will be announced through the Merchant's website and will take effect at the time of publication on the website. Any changes to the Terms will apply to purchases made after the publication of these changes.

The Buyer is obligated to check the valid Terms before each purchase.

Before making a purchase, the buyer declares in the application that they have read these General Terms and accepts them. These Terms will be provided to the Buyer as content or attachment to the email confirming the order, stating that the contract has been concluded.

These Terms are available to users of the services at all times, allowing them to save, reuse, and reproduce them.

These Terms and conditions are considered an integral part of every sales contract concluded between the Merchant and the Buyer through the Internet store.

2. Merchant

Merchant's name: Dupin d.o.o.
Headquarters: Dvorničićeva 22, 10000 Zagreb
Phone number: 01/ 7899-590
OIB: 31062429092
IBAN: HR2624840081100386214 (Raiffeisen-bank Austria d.d).
Registration number at the Commercial Court in Zagreb: MBS 080148749
Share capital: 47,600 kn

The Merchant sells through the Internet store in its own name.
The Merchant has no additional costs for remote communication means.

3. Buyer

The buyer of the products is any natural person who buys products through the Internet store in accordance with these General Terms, i.e., who selects at least one product, puts it in the shopping cart, sends the order to the Merchant, and pays immediately or upon delivery.

The buyer can only be a legal and business-capable person. The contract in the name and on behalf of a minor and completely legally incapacitated person can be concluded by their legal representatives or guardians. Partially business-capable persons can conclude a contract only with the consent of their legal representative or guardian. The Merchant is not responsible for any actions contrary to this provision.

4. Prices

Through the Internet store, the buyer can purchase the entire range of products available and in stock from the Merchant.

All prices represent retail prices and are expressed in Croatian kunas (HRK), including VAT, and are valid for all payment methods at the time of purchase. The stated retail prices apply exclusively to the purchase of products through the Internet store and may differ from retail prices in stores. Retail prices apply when paying by the methods and under the conditions specified below.

The displayed retail prices are valid at the time of receiving the order.

Promotional offers are valid only at the time of ordering and may change without prior notice.
Delivery service is not included in the product price.

5. Images and Product Information

Images and descriptions may not necessarily be identical to the product. The merchant reserves the right to errors in the description and images of the products.
Product images are illustrative, and the image illustrating the product on the website may not fully correspond to the actual appearance and content of the product. Product images are shown to the buyer for informational purposes and approximate determination of product characteristics, without guarantee of equality.

The merchant undertakes to try to ensure the accuracy and timeliness of information on the website, especially regarding the price of offered products and services. The merchant is not responsible for any errors in the product description, images, or errors resulting from changes in prices and website updates.

In the event of such an error, especially if the price displayed on the website for any reason does not correspond to the actual price of the product, the merchant will promptly inform the buyer and allow them to cancel or modify the order.

If the buyer decides to cancel the product order, the merchant will refund the paid amount as soon as possible, but no later than 7 days from the date of informing the buyer of the order cancellation.

6. User Registration and Product Order

Products are ordered electronically. Products can be ordered without registration, as a guest, or as a registered user. Registration is done by creating a user account, and it is free. During registration, the user creates a username and password. The user is responsible for all actions and orders made under their username.
Unregistered users (guests) or registered users are responsible for the accuracy and completeness of the information entered during registration and purchase.

The product is ordered through the shopping cart. When the buyer places an order, the contract is concluded, and the merchant will immediately inform the buyer via email that the contract has been concluded by sending an order confirmation. The order confirmation contains information about the order, delivery address, payment method, price/prices, contact information for the merchant's customer service, and other information in accordance with the law. Along with the order confirmation, the buyer will also receive the General Terms and Conditions of the online store and the Notice of the right to unilateral contract termination, including the form for unilateral contract termination. By accepting these terms, the buyer explicitly agrees to receive the General Terms and Conditions and the Notice of the right to unilateral contract termination, including the form for unilateral contract termination, via email.

After sending the order confirmation, the buyer can change the order exclusively by contacting the Customer Service via email at

On the webshop, the buyer can pay for their order by clicking on "Complete Purchase". In the shopping cart, they will see the total purchase amount (including delivery costs and VAT).

The merchant will deliver the products to the buyer in the ordered quantity if they are available.

In case the merchant is unable to deliver a specific product within the expected timeframe because the ordered product is not in stock or cannot be ordered from the supplier anymore, the merchant will notify the buyer in writing by sending a Delayed Delivery Notice via email. The buyer can then cancel the product order or accept a new delivery date.

If the buyer decides to cancel the product order, the merchant will refund the paid amount as soon as possible, but no later than 7 days from the date of the delay.

7. Delivery

The delivery cost is automatically calculated during the purchase of the product, and an invoice is issued, indicating the price of the purchased products and the delivery cost.

The delivery cost within the Republic of Croatia is fixed at 35 HRK regardless of weight, volume, or the buyer's address.

Product delivery is handled by the GLS courier service.
Product delivery to the buyer is exclusively carried out on working days (Monday-Friday) during the working hours of the courier service (08:00 to 17:00).

During the delivery of the ordered product, the courier will ask the buyer to sign a confirmation of receipt, acknowledging that they have received the goods and indicating the date of receipt.

In case any of the ordered products are missing, the Merchant will deliver it free of charge as soon as possible.

The delivery time for products marked as in stock, for all orders sent on a working day before 12 PM and confirmed on the same day, is 3 working days, except for some islands for which delivery times are specified in this link.

If there are changes in the delivery time or any other important circumstances affecting order fulfillment, the customer service of the Merchant will immediately inform the buyer.

The delivery period begins after the payment is received in the bank account or after the authorization of credit card payments, immediately for cash-on-delivery orders.
Saturdays, Sundays, holidays, and non-working days are not counted in the delivery period.

If the buyer refuses to accept the correct and undamaged goods they ordered, the Merchant has the right to deduct the direct delivery costs from the paid purchase price.

8. Payment

The buyer can pay for the ordered products and services using one of the following methods:
1.) Bank transfer: payable at the bank counter, FINE, or post office, or through internet banking
2.) Credit and/or debit cards: MasterCard®, American Express®, Maestro®, and Visa® one-time payment

Payment by credit cards is processed through the Globaldizajn payment system using secure SSL protocol, ensuring payment security in accordance with its protocols and certificates.

The buyer pays for their order by clicking on "Complete Purchase". The buyer then sees the total purchase amount in their cart (including delivery costs and VAT).

If the buyer chooses to pay by bank transfer or internet banking, they will receive an email with an offer containing all the necessary information for payment at the end of the ordering process.

In the case of intending to pay by bank transfer or internet banking, the payment must be made within 48 hours of placing the order. After this period, the merchant cannot guarantee the stock status and availability of ordered items, and the order confirmation becomes non-binding for the merchant, and the order is deleted from the system, or it is considered canceled. Order processing begins upon visibility of the payment in the merchant's account.

9. Payment Security

The merchant uses the ePay service for online payments by Globaldizajn d.o.o., which employs state-of-the-art technologies to protect against abuse, such as the Secure Socket Layer (SSL) security protocol, and other technologies and security procedures meeting the highest standards. The exchange of sensitive data between the online payment system and the authorization centers of card companies is done using a network that is fully protected from unauthorized access. Sensitive credit card data is transmitted directly to the authorization center online.

10. Liability for Material Defects of Products

The merchant is responsible for material defects in the items sold on its website in accordance with positive regulations, especially the Law on Obligations of the Republic of Croatia and the Consumer Protection Act.

11. Complaints

Complaints are submitted via email: Complaints submitted via email should include the completed form for submitting an online complaint.

The ordered products are packaged in a way that ordinary handling in transport/delivery does not damage them.

If the shipment is damaged in transport, such damage is visible upon receipt, and in that case, the buyer is not obligated to accept the shipment.

The realization of rights based on a submitted complaint is carried out in accordance with the Consumer Protection Act and the Law on Obligations.

12. Cancellation and Termination of the Contract

The Buyer may cancel the order at any time until the moment of product delivery to the Buyer by sending a statement of order cancellation via email to:

If the order is canceled before the products have left the Seller's warehouse, the Buyer has the right to request a refund of the total amount paid for the products and delivery service.

Right of contract termination under Section IV, Article 72 of the Consumer Protection Act:
The Buyer has the right to unilaterally terminate a contract concluded outside business premises or at a distance within 14 days, without stating a reason.

The specified period starts from the day when the item subject to the contract is handed over to the Buyer or a third party designated by the Buyer, other than the carrier.

If, in a single order, the Buyer has ordered multiple items to be delivered separately, or if the order involves multiple items or shipments, the period starts from the day when the last item or shipment is handed over to the Buyer or a third party designated by the Buyer, other than the carrier.

If the Seller fails to inform the Buyer of the Buyer's right to unilateral termination, this right expires within 12 months from the expiration of the termination period (the 12-month period starts after the expiration of the 14-day period provided for regular termination in case of proper notification). However, if the notice of the right to unilateral termination is delivered within 12 months, the right to unilateral termination expires 14 days after the day the Buyer receives that notice.

Before the expiration of the termination period, the Buyer must inform the Seller of the decision to terminate the contract, using the Form for Unilateral Termination of the Contract, which can be found at this link, or by any other unequivocal statement expressing the intention to terminate the contract, sent by email to the Seller's address:, or by registered mail to the Seller's address: Samoborska cesta 85, Zagreb.

The Seller undertakes to promptly provide the Buyer with a Confirmation of Receipt of the termination statement via email as indicated by the Buyer in the Form or in the Termination Statement.

The termination statement must be sent before the expiration of the contract termination period.

The Buyer is obliged to return the goods without delay, and no later than within 14 days from the day he informed the Seller of his decision to terminate the contract. The Buyer bears the direct costs of returning the goods in the amount of the delivery cost.
The Seller undertakes to refund the entire amount of funds paid within fourteen (14) days upon receiving written notice of contract termination.
The Seller is not obliged to refund the payment before the delivered goods are returned, unless he has offered to pick up the goods being returned himself or after the Buyer provides proof that he has sent the goods back to the Seller, if the Seller were informed before receiving the goods.

The Seller undertakes to refund the payment using the same payment methods used by the Buyer when making the payment unless the Buyer expressly agrees to another payment method, assuming the Buyer is not obliged to pay any additional costs for such a refund.

In accordance with Article 77, paragraph 5 of the Consumer Protection Act, the Buyer is responsible for any reduction in the value of the purchased product resulting from handling the purchased product, except for what was necessary to determine the nature, characteristics, and functionality of the product.

Exclusion of the right to terminate the contract:
The Buyer does not have the right to terminate the contract in cases specified in Article 79 of the Consumer Protection Act, especially if:
- the service contract has been fully performed by the Seller, and the performance has begun with the explicit prior consent of the Buyer and his confirmation that he is aware that he will lose the right to unilateral termination of the contract if the service is fully performed; - the subject of the contract is goods or services, the price of which depends on changes in the financial market beyond the control of the Seller, and which may occur during the validity of the Buyer's right to unilateral termination of the contract; - the subject of the contract is goods made to the specifications of the Buyer or clearly tailored to the Buyer; - the subject of the contract is goods that, due to their nature, are inseparably mixed with other things after delivery.

13. Duration of the Contract

The contract concluded between the Buyer and the Seller is a one-time distance selling contract for the purchase of products that is consummated by delivering the goods and making the payment by the Buyer, unless terminated. These Purchase Terms are an integral part of the contract.

14. Written Complaints from Buyers and Disputes

These General Terms are drawn up in accordance with the Consumer Protection Act and other regulations of the Republic of Croatia. Buyers can submit written complaints about the products or services of the Seller directly at the business premises at the Seller's address or send them to the Seller's address: Samoborska cesta 85, Zagreb, by mail, fax, or email to:, as indicated in the Seller's information.
The Seller is obliged to confirm receipt of the Buyer's written complaint without delay, and at the latest within 15 (fifteen) days from the day of receiving the written complaint, to respond to it.

In the event of a dispute between the Buyer and the Seller, a complaint can be submitted to the Court of Honor of the Croatian Chamber of Commerce, the Court of Honor of the Croatian Chamber of Crafts, or a proposal for mediation to mediation centers.

In the event of a dispute between the Buyer and the Seller, they will attempt to resolve the issue through agreement and amicable means; otherwise, the competent court is in Zagreb.

In accordance with Regulation No. 524/2013 of the European Parliament and the Council, traders participating in online sales contracts are obliged to provide an electronic link to the online dispute resolution platform on their websites. The Buyer can access the online dispute resolution platform via this link:

15. Collection and Processing of Personal Data

By registering on the website, the Buyer gives personal consent for the collection, use, processing, and transfer of personal data necessary for the use of the website, including (but not limited to):
- consent for the Seller to process the provided personal data for the purpose of its records and statistics, creating a customer database, informing about products and services, notifying about delivery, delivering promotional materials, improving customer relationships, and improving services, in accordance with the provisions of the Personal Data Protection Act. The Seller may provide this data to third parties for the purpose of providing the service, protecting the interests of users and the Seller, and preventing possible misuse;
- the need for a better understanding of individual user needs and requirements and developing the possibility of providing all Seller services of higher quality;
- consent for the Seller to contact the Buyer in writing, by phone, SMS, and/or email and to send materials to the Buyer's home address informing about advantages and innovations in the offer;
- providing data to third parties necessary to fulfill the above purposes.

The Seller undertakes to maintain the privacy of the personal data of all users/buyers and to handle them in accordance with the Personal Data Protection Act and other applicable regulations of the Republic of Croatia. All the above personal data may not be used or made available to third parties without authorization, except in cases where a special law allows it or it is necessary for the purpose of fulfilling contractual obligations. All Seller employees and business partners are responsible for respecting privacy principles.
If the user/buyer does not want the Seller to process his data in any way and requests the deletion of his data, he is obliged to inform the Seller about it, by sending an email to the email address:

16. "Cookies"

The Seller's website uses cookies to recognize and remember users, enabling the execution of purchases.
Cookies are text files that the web server visited by the user places on the user's computer. They are created when the browser on the user's computer loads the visited network destination, which then sends data to the browser and creates a text file. The browser fetches and sends the file to the server of the network destination (place, page) when the user returns to it. Cookies can be temporary (stored only during visits to websites) or permanent (stored on the user's computer even after visits).
The Seller's website also uses third-party cookies to obtain statistical data on website visits and how the websites are used. The collected data includes the user's IP address, browser information, language, operating system, and other standard data collected and analyzed solely in anonymous and aggregate form.

Most browsers automatically accept cookies. Users can prevent this by blocking cookies in their internet browser settings. As the purpose of cookies is to enable the use and improvement of the service of websites and their processes, users should be aware that blocking or deleting cookies may prevent or change the operation of these features.

By using these websites, the Buyer confirms that he is familiar with and agrees to the General Terms and Conditions of the online store.

These General Terms are effective and applicable from April 16, 2019.

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