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Homepage Purchase terms

Purchase terms


These conditions of purchase determine the procedure for ordering, payment, delivery and complaints of products offered in the online store owned by the company Termometal d.o.o. In the online store, company Termometal d.o.o. is in the role of the Seller, and the Customer is any visitor who orders one or more products offered on the website through the webshop or in some other way.

The Customer is responsible for the accuracy and completeness of the data entered when registering and/or ordering the product.

Legal entities as buyers are subject to the application of the Law on Obligatory Relations and the Law on Electronic Commerce, therefore the Law on Consumer Protection and its provisions do not apply to them, and they do not have the right to "unilateral termination of the purchase contract".

With the products that are in the online catalog, we try to provide precise description and image of the product, but despite this, we do not take responsibility for the complete accuracy of the given data. In case of dissatisfaction with the purchased product, every retail Customer has (without specifying a reason) the right to return the product and refund funds in accordance with the Consumer Protection Act.


All prices on the web shop are expressed in EUR and include the calculated legal rate of VAT. In addition to the above, registered wholesale Customers can choose to display prices that do not include VAT, within the options of their user account.

Discounts on the total price depend on the selected payment method and amount as follows:

  • 10% discount - for payment in cash, transfer to account (general money order or internet banking), one-time payment with debit cards
  • 5% discount - for payment via KEKS Pay application
  • 2% discount - for online card payments and credit card payments at the point of sale
  • special discounts apply for wholesale partners with activated "web shop B2B" service

The displayed prices on the website are not binding for the Seller, and Termometal d.o.o. reserves the right to change the prices of individual products, and the same will be applied only in case of a significant price change by the supplier. The prices shown on the offers delivered to the Customers (based on the Customer's order) cannot be changed during the validity period of the offer and are binding for Termometal d.o.o. as a Seller.


All products offered in our webshop can be ordered through the webshop system or via e-mail: [email protected]

Orders are processed on workdays, Mon-Fri 07:00-19:00 and Saturdays 07:00-14:00.

After each received order (either through the web shop's electronic form, or in some other way), the Customer will be provided with an offer with the stated validity period, the deadline and method of delivery, and a payment instruction.

For orders paid through the Keks-Pay application or bank cards through the web shop system, the Customer will not be provided with a separate offer, but after the payment has been made, the process of delivery of the purchased goods will be started (except in case of impossibility of delivery or price change, about which the Customer will be informed notified).


Different payment models are offered to Customers:

  • Bank transfer (including internet and mobile banking)
  • Cash on delivery - upon receipt of the shipment
  • Bank debit and credit cards (Diners, MasterCard, Visa, AirCash)
  • KEKS Pay - payment through the Erste KEKS Pay application
  • Payment at the counter at retail shop with cash and all types of credit and debit cards

Payment by funds trensfer (general payment slip/ On-line banking)

After receiving your order, we will send you a non-binding offer to your e-mail. You can make the payment according to the offer by personal internet banking, mobile banking or at the counter of the bank. After the payment is recorded on our account, we will organize the delivery of the purchased goods to the delivery address indicated on the offer.

Payment can be made in a very simple way via mobile banking, by scanning the bar code on the offer document.

Cash on delivery

Payment by cash on delivery to the person that made the delivery. The cash on delivery service is only available for the territory of the Republic of Croatia.

Payment by card at the point of sale (retail shop)

Payment in installments WITHOUT INTEREST:

  • VISA Premium cards up to 24 installments
  • DINERS cards up to 36 installments
  • ZAGREBAČKA BANKA cards up to 12 installments
  • ERSTE BANKA cards up to 12 installments
  • With PBZ BANKA cards up to 12 installments

For the purposes of paying with debit cards in installments, it is necessary to have the service activated by the bank issuing the card.

Card payment through the web shop

You can pay for the ordered items with one of the following cards:

  • VISA Gold card (one-time payment or installments up to 24 installments)
  • DINERS (one-time payment or installments up to 36 installments)
  • VISA
  • MasterCard / Maestro
  • VISA and Maestro cards
  • AirCash

When choosing to pay by card, after confirming the order, on Hrvatski Telekom's protected PayWay page, you select the type of card with which you pay and enter the necessary data, after which you will receive a confirmation by e-mail about the authorization of your card for the specified amount.

For Customers who want to pay for the order remotely by bank card, and do not complete the order via the web shop system, the Seller will provide the Customer by e-mail (along with the offer document) with a secure payment link for making payment by card.

Note: your card will not be debited for the specified amount after the amount has been authorized. The information will be verified and your cost will be announced only after we confirm the availability of the ordered products, we will charge the funds and deliver the purchased goods. In case of unavailability/impossibility of supplying any of the items, the payment will be canceled and your card can no longer be charged. For your protection, the billing system does not allow charging a higher amount than previously authorized, nor does it allow access to your credit card number. When we cancel the payment of the transaction or confirm the payment, the system will send you a notification to your e-mail.

Card payment security

Hrvatski Telekom's T-Com Pay Way system applies the most modern data protection standards - Secure Socket Layer (SSL) protocol with 128-bit data encryption and MD5 algorithm. The ISO 8583 protocol ensures that the exchange of data between the T-Com system and authorization centers of card houses is carried out in a private network, which is protected from unauthorized access by a double layer of "firewall".


After the payment according to the offer/proforma invoice is recorded on our transaction account, the purchased goods will be prepared for the delivery.

Termometal d.o.o. is obligated to deliver all ordered and paid goods within the deadline indicated on the offer. Products that are available from our own stock in the web shop are labeled "In stock", while products that are available at the warehouses of business partners and general importers are labeled "Available to order" and are available upon order. If Termometal d.o.o. for some reason will not be able to deliver all the ordered products (unavailability due to the sold-out last items, simultaneous orders/purchases of products by several customers, etc.), will contact the Customer in a timely manner and, depending on his wish, agree on an extended delivery period, a replacement of the product or the cancellation of the order (and refund of any payment made).

The Customer is fully protected against the impossibility of delivery of any of the ordered and paid for products, since the offer that is delivered to the Customer and according to which payment is made is made after checking the availability of the product, which is then reserved at the warehouse. In the event that due to unforeseen reasons (sold out of stock, product damage or similar) we will be unable to deliver the paid products, Termometal d.o.o. will make refund of the payment within 2 working days.

The delivery costs of the purchased products to the Customers address depend on the address, transport weight and dimensions of the product and are indicated in your shopping cart or on the payment offer. In case of bulkiness and non-standard dimensions of the shipment, we reserve the right to increase the transport prices in accordance with the carrier's price list. In the case of the mentioned increase of the delivery price, the total cost of delivery to the Customer's address will always be clearly stated on the offer that we will deliver to you based on your inquiry.

If during the purchase, as a method of collection of the purchased goods, the Customer chooses personal collection of the goods at the Seller's address, the delivery costs are not charged.

Product delivery is carried out by Termometal d.o.o.'s own delivery vehicles, or by shipping companies LAGERMAX AED d.o.o., GLS d.o.o. or other contractual partners. Delivery to the Customer's address is carried out within the period indicated on the offer by which the payment was made. Delivery is made to the entrance to the residential building (in the case of narrow passages, forest and field roads, etc., delivery will be made to the farthest point that can be reached by a delivery vehicle). If it is a residential building, the delivery person is not obliged to carry the goods to the floor where the customer is located, but only to the entrance of the building.

Priority delivery

Priority delivery means that your package will be prepared for priority delivery, that is, before all other regularly received orders. The aforementioned service ensures the processing and preparation for delivery of your order on the same or at the latest the next working day from the date of receipt of payment to the Seller’s account, and in the case of cash on delivery payment on the same or at the latest on the next working day from the day of receipt of the order.

The cost of priority delivery is 4,50€ and the stated amount is added to all other delivery costs that are stated on the order.

The priority delivery option does not guarantee the delivery of products on a specific date or within a specific period. With this service, the Seller undertakes to take over such an order and forward it for further processing before all regularly received orders and submit it for delivery as soon as possible, with the aim of enabling the earliest possible delivery.

If, for some reason, the Seller is unable to provide the priority delivery service, he undertakes to notify the Customer in a timely manner, and the fee for priority delivery will not be calculated.

When taking over the product from the delivery person, the Customer is obliged to check for possible damage and immediately report it to the delivery person who made the delivery and ask for a report on the damage document to be drawn up, that is, refuse to accept the shipment with visible external damage. Otherwise, subsequent complaints will not be accepted.

By signing the confirmation of receipt of the shipment, it is considered that the Customer, upon inspection of the shipment, observed that the products were received without external damage. The Customer is obliged to inspect the received item in the usual way or to have it inspected, as soon as possible according to the regular course of things, and to notify the Seller of visible defects within eight days from the day of receiving the shipment.

Product return and complaints

In accordance with the provisions of the Law on Consumer Protection (hereinafter: the Law), the Customer who is subject to the provisions of the Act may, without giving a reason, terminate the purchase contract within 14 days from the day of receipt of products purchased remotely, and demand a refund from the Seller.

In order for the Customer to exercise the right to unilaterally terminate the purchase, the Customer shold notify Termometal d.o.o. about its decision to unilaterally terminate the Agreement before the expiration of the term in one of the following ways:

You will receive an answer within the legal term of 15 days from the date of receipt of the complaint.

The deadline for unilateral termination of the Agreement is 14 (fourteen) days from the day when the goods that are the subject of the Agreement were handed over to the Customer or a third person designated by the Customer, who is not the carrier.

If the Customer unilaterally terminates the Agreement, he will be refunded the amount in the value of the purchased products, without delay, and no later than within 14 (fourteen) days from the day when Termometal d.o.o. receives the Customer's decision on unilateral termination of the Agreement. The refund will be made in the same way that the Customer made the payment. In the event that the Customer agrees to another way of returning the paid amount, he does not bear any costs in relation to the return. Refund can be executed only after the goods have been returned to the address of the company headquarters.

The Customer is obliged to hand over the goods or send them to the address Termometal d.o.o., Industrijska ulica 3, 43280 Garešnica, Croatia, without delay, and in any case no later than within 14 (fourteen) days from the day on which he sent Termometal his decision to unilaterally terminate the Agreement. The Customer bears all the direct costs of returning the goods. In case of ambiguities, please call +385 43 531 398 or email [email protected] before terminating the Agreement so that the procedure for returning the goods can be explained to you.

In accordance with the Law, the Customer is responsible for any decrease in the value of the goods resulting from the handling of the goods, except for that which was necessary to determine the nature, characteristics and functionality of the goods.

The Customer cannot return the product or request termination of the Purchase Agreement:

  1. for products made to measure and/or according to the customer's wishes, (e.g. stoves and radiators in color or according to specific order; pipes, cables and ropes cut to measure according to the customer's wishes, etc.)
  2. for the executed (consumed) services (executed product service, the costs of the executed transportation/delivery of the product, etc.)
  3. for other situations defined by the Law in which the Buyer does not have the right to unilaterally terminate the Agreement

Liability for material defects

Termometal d.o.o. is responsible for the material defects of the items it sells in accordance with positive regulations, in particular the Law on Obligations of the Republic of Croatia.

Notice on the method of written consumer complaint

All complaints in accordance with Article 10 of the Consumer Protection Act can be sent by post to Termometal d.o.o., Industrijska ulica 3, 43280 Garešnica, by email to [email protected] or personaly at the Seller's business premises at Termometal d.o.o., Industrijska ulica 3, 43280 Garešnica, Croatia.

In order for the Termometal d.o.o. to respond to the Customer's written complaint that was not sent by e-mail, Customers are asked to provide accurate information regarding their first and last name and the address to which the response will be delivered.
Termometal d.o.o. shall, upon receipt of the complaint, confirm receipt of the complaint to the Customer without delay.
Termometal d.o.o. shall provide an answer in written form to the received complaint of the Customer within the legally defined deadline, no later then 15 days from the date of receipt of the complaint.

Out-of-court settlement of disputes

Termometal d.o.o. as a Seller, will try to resolve all possible disputes with Customers by agreement to mutual satisfaction and taking care of Customer satisfaction.

In the case of a dispute between a consumer and a trader, a report can be submitted to the Court of Honor of the Croatian Chamber of Economy, the Court of Honor of the Croatian Chamber of Crafts or a proposal for conciliation at the conciliation centers.

The procedure before the courts of honor is carried out in accordance with the Rulebook on the Court of Honor at the Croatian Chamber of Economy and the Rulebook of the Court of Honor at the Croatian Chamber of Crafts, which stipulate that the members of the councils of these courts, in addition to independent legal experts and representatives of traders, are also consumer representatives.

Conciliation before conciliation centers is carried out in accordance with the provisions of the Law on Conciliation and in accordance with the Ordinance on Conciliation of the Conciliation Center.

The Croatian Chamber of Economy and the Croatian Chamber of Crafts will, with the consent of the minister responsible for consumer protection, make decisions on costs in proceedings before the Court of Honor of the Croatian Chamber of Economy and the Court of Honor of the Croatian Chamber of Crafts.

ONLINE platform for resolving disputes:

By special regulation of the European Union, dated 15.02.2016. throughout the EU, disputes related to online purchases can be resolved via the ODR platform, which you can access via the website

This means that if you encounter a problem during an online purchase within the EU (defective product, inability to exchange a product, etc.), you can submit your complaint in a faster and simpler way at the above link.
The platform can be used by both consumers and traders, and complaints can be submitted in any of the 23 official languages of the EU.

Exchange (replacement) of products

Termometal d.o.o. enables Customers to exchange unused and undamaged goods purchased in the webshop or sales center within 30 days from the date of issuing the invoice.
The Customer is allowed to exchange goods of the same or higher value (with an additional cost for the Customer).

Contact and general information about the company

Name and address: Termometal d.o.o., Industrijska ulica 3, 43280 Garešnica, Croatia

Contacts: phone: +385 (0)43 531 398, +385 (0)43 445 135, e-mail: [email protected], http:

Working hours: Mon-Fri 7:00 a.m. - 7:00 p.m., Sat 7:00 a.m. - 2:00 p.m.

General Information:

  • OIB/VAT: HR65324927134, MB: 01206427
  • The company is registered in the register of the Commercial Court in Bjelovar, registry number (MBS): 010022485, Management: M. Miščević
  • Company share capital: HRK 2,500,000.00
  • IBAN: HR5424020061100010969, SWIFT: ESBCHR22
  • Business bank: Erste bank d.d., Jadranski trg 3A, 51000 Rijeka

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Working hours: Mon - Fri from 7 am to 7 pm, Sat from 7 am to 2 pm

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