RETURNS, EXCHANGES & COMPLAINTS
An exchange is possible within 14 days from the date the Customer received the goods. The Customer must request an exchange in writing via email to shop@dnk-d-sign.com with the invoice number and subject “Exchange”. The email must state whether the Customer wishes to exchange the product for the same product in a different size or color, or for another product from our offer. The exchanged product will be sent FREE OF CHARGE by DNK by ART-TERRA PROMIDŽBA j.d.o.o. within 3 to 12 business days to the Customer’s address.
A return is possible within 14 days from the date the Customer received the goods. The Customer must request a return in writing via email to shop@dnk-d-sign.com with the invoice number and subject “Return”. The Customer is responsible for sending the product back to DNK by ART-TERRA PROMIDŽBA j.d.o.o. at their own expense. Upon receipt, our staff will inspect the product. If the product is found to be intact, the refund will be processed within 3 to 12 business days.
Free returns or exchanges are possible in our DNK store within 14 days after receiving the package, with prior written notice by email: shop@dnk-d-sign.com or by phone at +385 91 7975436 (Monday–Friday 10:00–20:00; Saturday 10:00–15:00).
Ordered products are packed in a way that prevents damage during standard transport/delivery. The Customer must check the shipment upon receipt, and if the package shows visible material damage/defects, it is recommended to refuse delivery since the product inside may be damaged. By refusing delivery, the courier will return the shipment to the DNK Online Shop with a note that the package contains a defect.
Complaints regarding product defects and all other objections can be submitted in writing via email to: shop@dnk-d-sign.com, or by phone at +385 91 7975436 (Monday–Saturday 10:00–20:00).
In case of a justified complaint/return, the Customer may terminate the contract with a refund of the paid amount or request a product replacement. If the delivered goods are damaged and/or defective, the Customer may return the item to the above address for inspection. If it is determined that the damage was caused intentionally or accidentally by mechanical handling (tearing material, buttons, thread, zippers, brooches, rivets, beads, or other product components) after the product was inspected and shipped, the complaint will be rejected. In such cases, the Customer is materially responsible for the purchased product.
The product being returned or claimed must include the original DNK brand label, and the package must contain the original invoice. If the complaint/return is deemed valid, the Customer will either receive a replacement product or a refund. The replaced/returned product will then be shipped FREE OF CHARGE by DNK by ART-TERRA PROMIDŽBA j.d.o.o. to the Customer’s address.
Return/Exchange shipping address:
- DNK by ART-TERRA PROMIDŽBA j.d.o.o.
- Vijenac Frane Gotovca 8
- 10000 Zagreb
- Croatia
Phone: +385 91 7975436 (Monday–Friday 10:00–20:00; Saturday 10:00–15:00)
