1. Seller and scope
The seller is MI-STAR d.o.o., Zamlačka ulica 28B, 10408 Velika Mlaka, Croatia, OIB 44816778493. Contact: mistar@mistar.hr, +385 1 614 7400. A consumer is a natural person purchasing outside their business or professional activity. Specific consumer rights do not automatically apply to business customers.
2. Enquiries and contracts
This website presents equipment and contact details; it has no online checkout. An enquiry does not create an obligation to pay. Before a binding order, the customer receives an offer specifying products, total price, taxes, charges, payment and delivery terms. The customer accepts the offer by a written purchase order referring to it. The contract is concluded when MI-STAR receives unmodified acceptance of a valid offer; an order with different terms requires agreement and written confirmation. Confirmation is provided on a durable medium, such as email.
3. Prices and payment
Prices are expressed in euros. Before a consumer contract is concluded, the total price includes VAT and mandatory charges, with delivery costs stated separately. Business quotations must clearly state whether VAT is included. Payment follows the accepted offer. Additional charges require the customer’s prior agreement.
4. Delivery
The delivery location, time and cost are specified in the offer. Unless otherwise agreed with the consumer, goods are delivered without undue delay and within 30 days of concluding the contract. Statutory rights relating to delay remain unaffected. Recording visible damage at delivery is recommended, but failure to do so does not remove consumer rights.
5. Defects and commercial guarantees
The seller is liable for defects under applicable law. Consumers may request the legally available repair, replacement, price reduction or termination when the relevant conditions are met. Any commercial guarantee is additional and does not restrict the seller’s statutory liability. Lack of a commercial guarantee does not remove statutory rights.
6. Withdrawal from distance contracts
For distance contracts, consumers generally have 14 days to withdraw without giving a reason, from receipt of goods or conclusion of a service contract. Send an unequivocal statement to mistar@mistar.hr or by post to the registered office. A prior telephone call is not required. A model withdrawal form is available but not compulsory.
7. Returns and reimbursement
Goods must be returned within 14 days of sending the withdrawal statement. Consumers bear direct return costs only if informed before contracting; costs for goods that cannot normally be returned by post must be disclosed in advance. Payments, including the least expensive standard delivery offered, are reimbursed within 14 days of receiving withdrawal. Reimbursement may be withheld until goods or evidence of return are received, unless the seller offered collection. The same payment method is used unless otherwise agreed without cost. Original packaging is not a general condition for withdrawal. Consumers are responsible only for legally defined diminished value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning.
8. Statutory exceptions
Withdrawal can be excluded only where the law permits, for example genuinely personalised or customer-specified goods. Merely ordering an out-of-stock item is not such an exception. For fully performed services, loss of withdrawal rights requires the prior express consent and acknowledgement prescribed by law. Applicable exceptions must be disclosed before the contract.
9. Written complaints and disputes
Complaints can be emailed to mistar@mistar.hr or posted to the registered office. Receipt is acknowledged without delay and consumer complaints receive a written response within 15 days. If a complaint does not resolve the dispute, our written reply identifies the appropriate alternative dispute-resolution body, how proceedings may be initiated and whether we will participate. Information and a list of bodies are available on the Croatian consumer portal. The right to approach a competent court remains unaffected.
10. Business customers and mandatory rights
Individual offers or contracts govern commercial delivery and other terms under applicable law. Croatian law applies without excluding mandatory consumer protections that must apply. Changes to these terms do not retrospectively affect concluded contracts.
11. Application and updates
This version was published on 22 September 2026 and covers orders based on individual offers, without contracts being concluded through an online checkout on this website. Applicable consumer-protection, civil-obligations and electronic-commerce law applies. Individual offers specify products, prices, delivery and timing but cannot restrict mandatory consumer rights. Concluded contracts remain subject to the terms accepted at conclusion.