Complaints

RETURNS AND COMPLAINTS
All SmartStart customers have the right to unilaterally terminate the Agreement (return the order) without giving a reason within 14 days of receiving the shipment. In order for the Buyer to be able to exercise the right to unilaterally terminate this Agreement (return), he must notify the Seller of his decision to unilaterally terminate the Agreement before the expiration of the term, in an unequivocal statement sent by post or e-mail, in which he will state his name and surname, address, number phone, fax or e-mail address. The request for unilateral termination of the Agreement is sent to the e-mail info@smartstart.hr or by post to the address SmartStart d.o.o., Mažuranićeva Ulica 10, 21312 Podstrana, Croatia.
CONFIRMATION OF RECEIPT OF NOTICE OF UNILATERAL TERMINATION OF THE AGREEMENT
The Seller will deliver to the Buyer, without delay, by electronic mail. All users bear the costs of returning the goods themselves. Download the form for unilateral contract termination HERE.

After the Buyer requests a return, the Seller's staff will contact him and give instructions for making the return. In order for the return to be accepted, the returned goods must be unworn, undamaged and in the original packaging. If the goods are not in proper condition (unworn, undamaged and in the original packaging), the Seller will not be able to accept the return request and the Buyer will have to pay the postage in the amount of HRK 50 to have the goods sent back to his home address.

If, after inspecting the product, the Seller determines that the returned goods are in a suitable condition, he will return the full amount that the Buyer paid to the current account or credit card, i.e. in the same way that the Buyer made the payment, no later than within 14 days of receiving the decision on the unilateral termination of the contract. The Seller can refund the money only after the goods are returned to him, it is considered that the Buyer has fulfilled his obligation on time if he sends or hands over the goods to the Seller before the expiration of the aforementioned period, that is, to the person authorized by the Seller to receive the goods. The Customer can return all items to the ragusa-solar.hr store, Mažuranićeva Ulica 10, 21312 Podstrana, Croatia, after an approved return request.

The buyer undertakes to return the goods within two working days from the approval of the request.

If you do not receive any notification about the status of the order or delivery after 20 days from placing the order, please contact info@smartstart.hr so ​​that we can take action to find the shipment or send a replacement.
ONLINE DISPUTE RESOLUTION
If you have a problem with a product or service you have purchased online, you can file a complaint on this platform. That complaint will then be resolved by an independent dispute resolution body.

If you need to submit complaints and resolve consumer disputes online, you can use the Platform for online resolution of consumer disputes (the Platform for ORS). You can access the mentioned platform as well as all the necessary information via the link http://ec.europa.eu/odr.
NOTICE ON HOW TO SUBMIT CONSUMER COMPLAINTS
In accordance with Article 10 of the Consumer Protection Act (Official Gazette No. 41/14), we inform consumers that they can express their dissatisfaction with the purchased product or service by submitting a complaint in writing, and we will confirm receipt of the complaint in writing without delay. You can send the objection by post or email to the address: SmartStart d.o.o. Mažuranićeva Ulica 10, 21312 Podstrana, Croatia or e-mail address: info@smartstart.hr The merchant undertakes to respond in writing within 15 days from the day of receipt of the complaint. Download the complaint form HERE
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CroPack is brand that offers development and battery pack assembly established in 2020, based in Split, Croatia.
Mažuranićeva Ulica 10
21312 Podstrana, Croatia
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