2026-10-14
Delivery, Returns & Complaints
Company and contact details
Alpnox is a brand of Hladni Val d.o.o.
Seller, invoice issuer and payment recipient: Hladni Val d.o.o.
- Registered company name
- HLADNI VAL društvo s ograničenom odgovornošću za proizvodnju i usluge (HLADNI VAL d.o.o.)
- Registered address
- Silvija Strahimira Kranjčevića 7, 35400 Nova Gradiška, Croatia
- OIB (Croatian tax identification number)
- 22925853179
- EU VAT ID
- HR22925853179
- Telephone
- +385 91 2358440
- Commercial register
- Trgovački sud u Osijeku – stalna služba u Slavonskom Brodu
- MBS (registration number)
- 050047004
- EUID
- HRSR.050047004
- Management board member
- Matko Grgurević
- Share capital
- The register records HRK 515,000.00 and an informational EUR equivalent of 68,352.25 at the fixed conversion rate of 7.53450. The EUR figure does not change the rights or obligations of the company or its members; the register notes that capital alignment is required.
- Customer support and written complaints
- [email protected]
- Privacy contact
- [email protected]
Production, delivery and collection
Orders are in euros. The issued order identifies the price of the parts, delivery or collection charges, VAT treatment and total payable. Unit prices marked excluding VAT are not the final consumer price. Any cost not included must be disclosed and agreed before the order.
Estimated production time: 5–7 working days after full payment is received and the final part specifications are confirmed. Weekends, public holidays and shipping are excluded. Any different production timeframe will be stated in your order. Shipping time is additional and depends on the destination. The shipping estimate starts from dispatch. The order states the agreed production and delivery terms. An estimate is identified as an estimate; tell us before ordering if a specific deadline is essential. We will inform you of a material delay and discuss available options, without limiting statutory cancellation or refund rights.
Provide a complete delivery address and someone able to receive the goods, or follow the agreed collection arrangements. For consumers, the risk of loss normally passes when you or your nominated recipient physically receives the goods. Any exception for a carrier independently commissioned by you applies only as permitted by law. Check the delivery and report damage promptly; a missed immediate inspection does not remove mandatory consumer rights.
Changes, cancellation and custom-made goods
Ask us as soon as possible if you need to change or cancel an order. After acceptance, changes require written agreement and may affect price or timing. We will explain any proposed cancellation charge based on work or commitments already made; nothing in this section overrides your statutory remedies.
Parts made to your individual drawing or specifications normally fall within the exception to the consumer 14-day withdrawal right for custom-made or clearly personalised goods. This exception concerns a change of mind, not faulty or incorrectly supplied parts. We identify custom manufacture before payment.
Problems with your parts and complaints
Contact us with the order reference, a description of the problem and relevant photographs or measurements. Allow us to assess the issue and arrange the appropriate remedy. Consumers retain statutory rights for non-conforming goods, including the minimum two-year legal guarantee and any longer protection required by applicable law. Repair or replacement, price reduction or termination and refund are available under the conditions set by law.
Send written complaints to our published complaints email or by post to our registered address. We acknowledge receipt and respond to consumer written complaints within 15 days of receipt, stating whether the complaint is accepted. This process does not prevent you from seeking help from the competent consumer authority, an available alternative dispute resolution body or a court. You may also submit written complaints in person at our business premises.
