Returns, contract termination, complaints, and material defects

SHARENO CONCEPT d.o.o.
Supilova ulica 4, 10000 Zagreb, Croatia, OIB: 76011844799

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Important notice

Consumer rights vary depending on where the contract was concluded. The right of unilateral contract termination without stating a reason applies exclusively to webshop purchases (distance contracts), and not to purchases in physical stores.

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A) Webshop - distance purchase

1. Pre-contract information

Before the contract is concluded, the consumer has access to all legally prescribed information, including information about the right of unilateral contract termination, conditions, deadlines, and procedure for exercising that right.

2. Right of unilateral contract termination

In accordance with the Consumer Protection Act, the consumer has the right to unilaterally terminate a distance contract without stating a reason within 14 days from the day the goods were delivered.

If a single order includes multiple products that are delivered separately, the termination period begins on the day the consumer receives the last product.

Products purchased through the webshop may only be tested to the extent necessary to establish their nature, characteristics, and functionality. Any use beyond that scope is considered a reduction in the value of the goods.

3. Exercising the right to terminate

Before the 14-day period expires, the consumer must notify the seller of the termination decision by an unambiguous written statement:

• by email: info@shareno.hr
• by post: SHARENO CONCEPT d.o.o., Bukovacka cesta 25, 10000 Zagreb

The statement must include: invoice number, invoice date, first and last name, address, and contact information (email address and/or phone number).

For a faster and clearer process, we recommend that the consumer contact us at +385 91 6177 948 or info@shareno.hr.

4. Return of goods

The consumer is required to return the goods without undue delay, and no later than within 14 days from the date the termination statement was sent.

The returned product must be:

• unused or used exclusively for testing purposes,
• without signs of wear or use,
• with all protective elements as delivered,
• with all accompanying documentation as delivered.

Return address:
SHARENO CONCEPT d.o.o.
Bukovacka cesta 25
10000 Zagreb
(marked "RETURN OF GOODS - order no. XXXXX")

The consumer bears the direct costs of returning the goods. Shipments sent cash on delivery or without prior notice of termination will not be accepted.

5. Refund of paid amounts

The refund will be issued no later than within 14 days from receipt of the termination notice.

The seller has the right to withhold the refund until the goods are returned or until the consumer provides proof of shipment, whichever occurs first.

The refund is issued using the same payment method used for the original transaction, unless the consumer expressly agrees to a different method of refund.

In the case of cash-on-delivery payment, the refund will be issued to the customer's bank account, the number of which the customer is required to provide to the seller.

6. Responsibility for value reduction

The consumer is responsible for any reduction in the value of the goods resulting from handling the goods, other than what was necessary to establish the nature, characteristics, and functionality of the goods.

The reduction in value is determined in proportion to the actual condition of the returned goods compared to the condition in which they were delivered.

7. Exclusion of right to terminate

The right of unilateral termination does not apply to goods:

• made to the consumer's specifications or clearly adapted to the consumer,
• sealed goods which are not suitable for return for hygiene or health reasons if they have been unsealed,
• goods that have been used beyond the scope of permitted testing.

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B) Physical stores - in-store purchase

When purchasing in a physical store, the consumer does not have the right of unilateral contract termination without stating a reason.

Instead of a refund, the only options are:

• exchange for another product of the same value, or
• exchange for a product of greater value with payment of the difference.

Exchange period and conditions:

Exchange is possible within 14 days from the date of purchase, with presentation of the original receipt.

The product must be in a condition equivalent to a new, unused product, without any signs of use, wear, damage, or reduction in value.

Exchange limitations:

Exchange is not possible or is limited for:

• jewelry and fashion accessories that have been worn or have had protective elements removed,
• products that come into direct contact with the body,
• seasonal and discounted items, if clearly indicated at the time of purchase,
• products with visible signs of use.

These exchange rules do not affect the consumer's statutory rights in the case of a material defect in the product.

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C) Material defects and complaints

The provisions on material defects apply equally to the webshop and physical stores.

Visible and hidden defects:

The consumer is not required to inspect the goods upon collection, but must notify the seller without undue delay of any visible or hidden defects, and no later than within 2 months from the date the defect was discovered.

The seller is not liable for defects that appear after 2 years have passed since delivery of the goods.

Filing a complaint:

Complaints are submitted in writing:

• by email: info@shareno.hr
• by post: SHARENO CONCEPT d.o.o., Bukovacka cesta 25, 10000 Zagreb

The seller is required to respond to the complaint within 15 days of receipt.

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D) Contact

SHARENO CONCEPT d.o.o.
Bukovacka cesta 25, 10000 Zagreb
Email: info@shareno.hr
Phone: +385 91 6177 948