It is important to know how all communication regarding material defects of products should be made with the trader (not with the technical service or other entities), since it is the trader who is responsible for material defects of products.

A consumer who has informed the trader within the prescribed time limit of the existence of material defects (within two years of the purchase of the product) may, in particular, require the trader to repair or replace the goods. Subject to additional assumptions, the consumer may request a proportionate price reduction or declare termination of the contract. In addition to those rights, the consumer is entitled to compensation under the general rules on liability for damage, including damage suffered on the consumer’s other property as a result of the defective product.
The consumer has the right to choose between the repair and the replacement of the goods, unless the method chosen to remedy the defect would be impossible or would incur disproportionate costs for the trader in relation to the other way to remedy the defect, taking into account all circumstances, in particular the value of the product without defect, the significance of the defect and the question whether the repair or replacement can be carried out without significant inconvenience for the consumer.
The trader is entitled to refuse to remedy the defect where the repair and replacement are impossible or would entail disproportionate costs taking into account all circumstances, in particular the value of the product without the defect, the significance of the defect and the question whether the repair or replacement can be carried out without significant inconvenience to the consumer.
The repair or replacement of defective products are carried out free of charge, within a reasonable period of time from the moment the consumer informed the trader of the defect and without significant inconvenience for the consumer, taking into account the nature of the product and the purpose for which the product was needed by the consumer. When repairing or replacing a product, the consumer has to make the product available to the trader, and the trader has to take over the product and bear the costs of taking over.
If a defective product, which has been installed or assembled in a manner consistent with its nature and intended purpose before the defect occurred, needs to be repaired or replaced, the obligation to remedy the defect includes the obligation to remove the defective product and to install the replacement or repaired product or the obligation to bear the costs of such removal and installation or assembly.

The consumer is entitled to a price reduction or to terminate the contract, or to a refund, if:

the trader did not remedy the defect
the trader refused to remedy the defect
the trader has not remedied the defect in accordance with the rules on taking over and bearing the costs of taking over the product or in accordance with the rules on removing the defect on the installed or assembled product
defect exists despite the trader's attempt to remove it
the trader has stated that he will not remedy the defect, or it is evident from the circumstances that the trader will not remedy the defect within a reasonable period of time or without significant inconvenience for the consumer
the defect is so serious that it justifies the immediate price reduction or termination of the contract.

WHAT SHOULD CONSUMER DO IF THE TRADER DOES NOT RESPECT CONSUMER'S RIGHTS RELATED TO THE MATERIAL DEFECT OF PRODUCT?

1. Lodge a written complaint in person at the premises of the trader, as well as by post or electronic means. We point out that the trader is obliged to respond to the written complaint within 15 days from the date of its receipt.

2. If the trader does not reply to the complaint within the stated time limit in writing or if, after receiving the response in writing, the consumer still considers that his rights have been violated, the consumer may lodge a complaint to the Market Inspection of the State Inspectorate:

via the complaint form on the link: https://dirh.gov.hr/podnosenje-prijava/83
in person or by post to the address of the State Inspectorate: Državni inspektorat, Šubićeva 29, 10 000 Zagreb.

3. As a last resort, the consumer may try to resolve the dispute that occurred through one of the authorities responsible for alternative dispute resolution in the Republic of Croatia.

Proceedings may be brought before:

1. Mediation Centre at the Croatian Mediation Association, Zagreb, Teslina 1/I, info@mirenje.hr

2. Profi Test d.o.o., Mediation Centre “Medijator“, Bjelovar, Petra Hektorovića 2, medijator@medijator.com.hr

3. Mediation Centre at the Croatian Chamber of Economy (HGK), Zagreb, Rooseveltov trg 2, mirenje@hgk.hr

If the trader is a craftsman, then the proceedings may be brought before:

1. Mediation Centre at the Croatian Mediation Association, Zagreb, Teslina 1/I, info@mirenje.hr

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