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Purchases · Croatia
Checked 2026-09-30

🛠️ My purchase is faulty: what are my rights in Croatia?

Short answer

The seller — not the manufacturer — is liable when goods are faulty or not as described. You can ask for a free repair or a replacement; if that fails or takes too long, a price reduction or your money back.

⏱ DeadlineThe seller is liable for faults that appear within the legal period (see the rules in Croatia below). Act as soon as you notice the fault.

📜 Your rights

EUThe EU rule

EU consumer law applies in every EU country. Your country writes it into its own law — the national rule is below.

  • The seller is liable for any lack of conformity that exists when the goods are delivered and becomes apparent within at least 2 years (Art. 10(1) Directive (EU) 2019/771). Countries may keep longer periods (Art. 10(3)).
  • A fault that becomes apparent within 1 year of delivery is presumed to have existed at delivery, unless the seller proves otherwise; countries may extend this to 2 years (Art. 11).
  • If the goods are repaired, the seller’s liability period is extended once by 12 months (Art. 10(2a), added by Directive (EU) 2024/1799, applied from 31 July 2026).
  • You first choose between repair and replacement, unless the one you choose is impossible or disproportionate (Art. 13(2)).
  • Repair or replacement is free of charge, within a reasonable time and without significant inconvenience to you (Art. 14(1)).
  • You can ask for a price reduction or terminate the contract if the seller did not repair or replace, the fault comes back, it is serious, or the seller refuses (Art. 13(4)). Not for a minor fault (Art. 13(5)).
Official source: publications.europa.eu · Checked 2026-09-30

The rules in Croatia

The seller is liable for defects that appear within two years of handover. A defect appearing within one year is presumed to have existed at handover. You must notify the seller within two months of discovering the defect. You first ask for repair or replacement; price reduction or termination follow if that fails or is refused.

  • Repair or replacement is free of charge (no postage, transport, labour or material costs), within a reasonable time and without significant inconvenience; the seller collects the goods at its own cost. (narodne-novine.nn.hr)
  • Since 31 July 2026, if the defect is fixed by repair, the two-year liability period is extended once by twelve months, and the seller must tell you about this and your choice between repair and replacement. (narodne-novine.nn.hr)
  • For second-hand goods, the parties may agree on a one-year liability period instead of two years. (narodne-novine.nn.hr)
  • After notifying the seller in time, your rights expire two years from the day you sent the notice, unless the seller's fraud prevented you from using them. You may withhold unpaid price until the seller meets its obligations. (narodne-novine.nn.hr)
Law: čl. 400., 403., 404., 405., 410., 410.a i 422. Zakona o obveznim odnosima (NN 35/05 … 126/21, 69/26); čl. 47. Zakona o zaštiti potrošača
Official source: narodne-novine.nn.hr · Checked 2026-09-30

🪜 Step by step

  1. Write the fault downWhat is wrong, since when, photos or a short video. Keep the receipt or order confirmation.
  2. Contact the seller, not the manufacturerYour legal claim is against the seller. A manufacturer’s guarantee is an extra, not a replacement.
  3. Choose repair or replacementUse the letter below and give a reasonable date.
  4. No repair, no replacement?Ask for a price reduction or end the contract and get your money back (the letter says so).
  5. EscalateThe bodies under “If the trader does not answer”.

✉️ Your letter

Information, not legal advice. FFCheck is independent and not affiliated with any authority, court or company. The letter is a template filled with your details: you check it and send it yourself.

Fill in your details. The letter appears on this page: copy it into an e-mail or the trader’s contact form, or print it. Nothing you type is stored.

Name of the shop or company
e.g. “1 pair of running shoes, size 42”
Short and factual, e.g. “the screen stays black after charging”.
What you ask for required
Your full name
Optional, but a letter by post needs it.
Language of the letter

🧭 If the trader does not answer

Give the trader the time in your letter. Then, in this order:

An out-of-court dispute body (ADR) can settle it. The trader has to tell you which ADR body covers it (on its website, terms or in its reply).

Alternativno rješavanje potrošačkih sporova – popis tijela (Središnji portal za potrošače)Official ministry page listing the Croatian bodies for out-of-court consumer dispute resolution.🔗 szp.hr
Ministarstvo gospodarstva – Središnji portal za potrošačeMinistry consumer portal: explains your rights and answers consumer questions by free phone.📞 0800 414 414 🔗 szp.hr

Trader in another EU country? The European Consumer Centre helps for free.

Europski potrošački centar HrvatskaFree help with disputes with traders in another EU country, Norway, Iceland or the UK.🔗 ecc-croatia.hr
Postupak u sporovima male vrijednosti (općinski sud)Simplified court procedure for money claims up to €1,320 (art. 458 Civil Procedure Act).🔗 narodne-novine.nn.hr

European Small Claims Procedure: for cross-border claims up to €5,000, a written procedure without a lawyer. e-justice.europa.eu

The EU’s online dispute resolution platform (ODR) closed on 20 July 2025. Use the bodies on this page instead.

📇 Every office for this in Croatia →

❓ Frequently asked questions

The shop says: contact the manufacturer. Is that right?

No. The seller is liable for the legal guarantee. You may use a manufacturer’s commercial guarantee as well, but you don’t have to.

Do I have to pay for the repair or the shipping?

No. Bringing the goods into conformity is free of charge, including the cost of sending them.

What if the fault shows up after the presumption period?

The seller is still liable within the legal period, but you may have to show the fault was there at delivery (for example a report or the nature of the defect).

📎 Sources

Checked: 2026-09-30

🔎 What people search

  • “faulty product rights Croatia”
  • “legal guarantee 2 years shop refuses”
  • “defective item repair or replace”
  • “warranty claim letter”
  • “shop says contact manufacturer”

🧭 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

📭Parcel arrived damaged→↩️Return an online order→📲Digital content not working→💶Refund not received→📇Every office for this in Croatia→

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