Refunds, complaints and unilateral termination

Last update: September 15, 2026.

These rules apply to purchases concluded after an individual offer from Hookup d.o.o. The inquiry sent via the website is not in itself an order or a contract.

Unilateral termination for consumers

The consumer who enters into a distance contract can, as a rule, terminate the contract without stating any reason within 14 days. For goods, the period begins when the consumer or the person designated by the consumer receives the goods. The notification must be sent before the expiry of the period at info@hookup.hr or to Hookup d.o.o., Ivana Krizmanića 3, 10360 Sesvete.

The notice should clearly contain: name and surname, address, number of the offer or invoice, description of the goods or service, date of receipt and an unequivocal statement that the contract is being terminated. You may also use this text: „I hereby inform you that I am unilaterally terminating the contract for the following goods/services: ____. Account number and date: ____. Name, address, date and signature (if sent by mail).”

Return of goods and refund

After timely notification, the consumer returns the goods without undue delay, within the legal deadline and in accordance with the instructions they will receive. The direct cost of the return is borne by the consumer, unless otherwise agreed in the offer or the Seller has not properly informed them of it. The consumer is only liable for any diminished value resulting from handling the goods beyond what is necessary to establish the nature, characteristics and functionality of the goods.

The refund received from the payment will be made within the legal deadline, using the same means of payment if applicable, without any additional costs for the consumer. We may withhold the refund until the goods are returned or until the consumer provides proof that they have sent them, whichever comes first.

Exceptions

The right of unilateral termination does not exist in the cases provided for by law. This may in particular include goods manufactured according to the consumer's specifications or clearly adapted to their needs, and a service fully provided with the prior express consent of the consumer and confirmation that they lose the right to terminate when the legal conditions are met. The mere installation or opening of the packaging does not automatically mean the loss of all consumer rights; the case is assessed according to the type of product and the regulations.

Complaints and non-compliance

The right to a complaint regarding a defect, non-conformity, or material deficiency is separate from the right to cancel. Please include a description of the problem, the order or invoice number if available, the serial number if applicable, and photos or video that help identify the defect. Do not send the product before you receive instructions for return or service.

Send a written complaint to info@hookup.hr or to the address of Hookup d.o.o., Ivana Krizmanića 3, 10360 Sesvete. We will acknowledge receipt and respond within the legal timeframe.