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Shopping · Croatia
Updated September 2026

📦 The shop refuses to repair, replace or refund — who helps?

Direct answer

Across the EU you have a two-year legal guarantee: if a product is faulty, the seller (not the manufacturer) must repair or replace it, and refund if that fails. Put the complaint in writing to the seller first. If they refuse, Državni inspektorat — tržišna inspekcija (01 2375 100) is the consumer body in Croatia that advises and mediates. For a seller in another EU country, Europski potrošački centar Hrvatska (ecc-croatia.hr) handles it for free. The last step is Centar za mirenje HGK / Sud časti HGK — the dispute board or small-claims route.

Call firstDržavni inspektorat — tržišna inspekcija
Report toEuropski potrošački centar Hrvatska
If that failsCentar za mirenje HGK / Sud časti HGK

🗣️ What to say

"I bought [product] on [date], order [number]. It is faulty: [what]. Under the legal guarantee I ask you to repair or replace it within 14 days, or refund €…. Please confirm in writing."

🪜 Step by step

  1. Write to the sellerE-mail with the order number, the fault, photos, and a 14-day deadline. The seller is responsible, even if they point you to the manufacturer.
  2. Know your rightTwo years legal guarantee EU-wide; in the first year the fault is presumed to have existed at purchase. Online purchases can also be returned within 14 days for any reason.
  3. Ask Državni inspektorat — tržišna inspekcijaThey confirm what you can demand and often write to the seller for you.
  4. Cross-border? Europski potrošački centar HrvatskaThe European Consumer Centre handles disputes with sellers in another EU country, Norway or Iceland, free of charge.
  5. Escalate to Centar za mirenje HGK / Sud časti HGKA dispute resolution body or small-claims court; decisions are usually binding on the seller.

📇 All contacts

Državni inspektorat — tržišna inspekcijaReports, inspections, fines for tradersWhen the shop refuses📞 01 2375 100🔗 dirh.gov.hr/podnosenje-prijava/83
Europski potrošački centar HrvatskaFree help with sellers in other EU countriesSeller in another EU country, Norway or Iceland🔗 ecc-croatia.hr
Centar za mirenje HGK / Sud časti HGKADR; the trader usually settlesAfter a written complaint without a solution🔗 www.hgk.hr/centar-za-mirenje

❓ Frequently asked

Repair, replacement or money back — who chooses?

You ask for repair or replacement first; the seller may pick the cheaper one if it is not a burden for you. If that fails or takes too long, you can ask for a price reduction or a full refund.

The seller says the warranty expired

The manufacturer's warranty is a bonus. The legal guarantee is two years from delivery and cannot be shortened by the shop.

Can I return something I just do not like?

Online and door-to-door purchases: yes, 14 days, no reason needed. In a physical shop: only if the shop's own policy allows it.

📎 Sources

Last checked: 2026-09-26

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🧭 Is this still correct?

We check this information carefully, but phone numbers, websites and rules change — and sometimes we get something wrong. Spotted a mistake or a change? Let us know below.

🔗 Related questions

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