RETURNS AND COMPLAINTS

Returns

Before concluding a Purchase Agreement, users have the opportunity to review the purchase terms listed in the “https://shareno.hr” dropdown menu under Terms of Purchase (information pursuant to Article 57(1) of the Consumer Protection Act, Official Gazette 41/2014), including notice of the user's right to unilaterally terminate the agreement and the cancellation form pursuant to Article 61(1) and (2).

In accordance with Article 77(1) of the Consumer Protection Act, the user may unilaterally terminate the agreement within 14 (fourteen) days of taking possession of the goods, without providing a reason.

The user is not entitled to unilateral termination if the service was fully performed and performance began with the user's explicit prior consent, along with confirmation that they were informed they would lose the right to cancel once the service was fully delivered.

Pursuant to Article 77(5), the user is responsible for any reduction in the value of the goods resulting from handling, except as necessary to determine the nature, characteristics, and functionality of the goods.

The returned product must be in its original packaging, with the label, all accompanying content, receipt, user manual, and warranty card. SHARENO CONCEPT d.o.o. will assess return eligibility and determine any reduction in the refund amount due to diminished value.
The consumer is responsible for the cost of return shipping.

Right to Return

Defects for which the Seller is not liable

  • The Seller is not liable for defects that were known to the Buyer at the time of purchase or could not have gone unnoticed.
  • Defects that a diligent person with average knowledge and experience in the same profession would easily identify during a regular inspection are considered known.
  • This clause does not apply to consumer contracts entered into by a natural person outside of their business or professional activity, with a seller acting within their trade.
  • The Seller remains liable for noticeable defects if they claimed the item had no defects or possessed certain properties.

Inspection and Visible Defects

  • The Buyer must inspect the goods as soon as reasonably possible and report any visible defects to the Seller within eight days, or immediately in commercial transactions, or else loses the right to claim.
  • If the inspection was done in the presence of both parties, the Buyer must report visible defects immediately or forfeit their rights.
  • If the goods were forwarded to a third party and the Seller was aware of such further shipment at the time of contract, inspection may be delayed until arrival at the new location. In that case, the Buyer must notify the Seller of any defects as soon as they become known through the recipient.
  • In consumer contracts, the Buyer is not obliged to inspect the goods but must notify the Seller of visible defects within two months of discovering them.

Hidden Defects

  • If a hidden defect becomes apparent after delivery and was not discoverable during regular inspection, the Buyer must notify the Seller within two months of discovering it, or immediately in commercial transactions.
  • The Seller is not liable for defects that appear more than two years after delivery, or six months in commercial transactions.
  • For used goods, the parties may agree on a warranty period of one year, or shorter for commercial contracts.
  • These periods may be extended by mutual agreement.

Unilateral Contract Termination

To exercise the right of unilateral contract termination, the User must notify SHARENO CONCEPT d.o.o. before the expiration of the cancellation period.

The cancellation notice must be sent by mail to SHARENO CONCEPT d.o.o., Varšavska 13, 10000 Zagreb, Croatia, or by email to info@shareno.hr.

The notice must include: invoice number, invoice date, full name, address, phone number, fax (if applicable), or email address.

If the User terminates the contract, they will receive a refund of all payments made, without delay and no later than 14 (fourteen) days from the day SHARENO CONCEPT d.o.o. receives the cancellation notice.

The refund will be issued to the Buyer’s bank account. Refunds will only be processed after the returned goods have been received and inspected to confirm that they are undamaged and in original packaging.

The User must return or ship the goods to SHARENO CONCEPT d.o.o., Varšavska 13, 10000 Zagreb, Croatia, without undue delay and no later than 14 (fourteen) days from the date the cancellation notice was sent.

The cost of returning the goods is borne by the User. Please contact us before returning items by calling +385 91 6177 948 or emailing info@shareno.hr for detailed return instructions.

Complaints and Written Objections

If you discover that the product is defective or unsatisfactory upon first use, please contact us and follow the instructions below.

Email us at info@shareno.hr or mail your complaint to SHARENO CONCEPT D.O.O., Varšavska 13, 10000 Zagreb, including your order number, invoice number or username, a description of the issue, and a photo of the product.

We will confirm receipt of your complaint and inform you whether the product can be replaced, refunded, or sent to an authorized service center based on your description.

Once the item reaches our warehouse, we will notify you of the refund or replacement shipment. Refunds or replacements are typically processed within 2–3 days and no later than 15 days. If you don’t hear from us, please contact us at +385 91 6177 948 or info@shareno.hr.

If the package is visibly damaged during delivery, do not accept it. Contact us immediately so we can check the status and arrange a replacement shipment as soon as possible.

We are committed to resolving all complaints to our mutual satisfaction.

As of February 15, 2016, the European Union has introduced the ODR platform for online dispute resolution. You can access the platform here. This allows consumers and traders across the EU to resolve disputes from online purchases (e.g., defective products, replacements) in a simpler and faster way. The platform is available in all 23 official EU languages.