Terms of Sale

1. Estimates and orders

Selecting a file or viewing an estimate does not place a paid order. Our team reviews every request and emails a private payment link when the confirmed price is ready.

Before paying, check the order review, drawing revision, dimensions, units, material, thickness, quantity, delivery address, taxes and total. Tell us about any discrepancy before accepting. Confirmed prices remain payable for seven days. After that, ask us to confirm a new price.

Unless individually agreed otherwise, the contract with Hladni Val d.o.o. is formed when full payment for the current confirmed order is received. Do not pay an expired or superseded order. If we cannot accept a late payment, we will return it. Keep your order details and the terms supplied with them.

Orders and their terms are available in the selected website language. Customer correspondence is supported in Croatian and English.

2. Drawings and manufacturing requirements

Provide accurate files and specifications, and only submit designs you have the right to use. Check the scale and units, and identify any critical dimensions, tolerances, intended use or safety requirements before ordering. A preview or automated file check is not an engineering approval or a guarantee that a design is suitable for its intended use.

We manufacture to the specifications agreed in the issued order and any written clarification. No tolerance, finish, certification or performance requirement is included unless agreed or required by law. We will ask before substituting an agreed material or making a change that affects the agreed part. This does not reduce our duty to supply conforming goods.

You retain your rights in your designs. You authorise us and the service providers needed for your order to use them to assess, order, manufacture and deliver your parts. We do not acquire ownership of your design or permission to use it in marketing.

3. Prices, VAT and payment

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.

Full upfront payment is required using the methods shown on your valid quote. Hladni Val d.o.o. receives payment. Production starts after full payment and confirmation of final part specifications.

Business VAT treatment depends on the actual transaction and valid billing information. A VAT number alone does not automatically remove VAT. If an error affects the price or tax, we will explain the correction and obtain agreement before proceeding; we will not impose a higher price after acceptance without your agreement.

4. Production, delivery and collection

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.

5. 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.

6. 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.

7. Responsibility and applicable law

You are responsible for the accuracy and lawful use of the design and requirements you supply. We remain responsible for our own work and contractual and legal obligations. Nothing here excludes liability that cannot lawfully be excluded, or removes mandatory consumer protections.

For business customers only, our liability for ordinary negligence is limited to the affected order value and excludes lost profits, to the extent permitted by law. These limits do not apply to intent, gross negligence, death or personal injury, mandatory product liability, or where the cap is manifestly disproportionate to the damage. They do not limit consumers’ rights or any liability that cannot lawfully be limited.

Croatian law governs the contract. Consumers also retain the mandatory protections of the law of their habitual residence where applicable, and their statutory rights concerning which courts may hear a dispute. No exclusive Croatian court requirement is imposed on consumers.

8. Privacy and updates

The terms provided with your accepted order apply to that order. Later website changes do not retrospectively change it. An individually agreed order takes precedence for its specific commercial and technical details, subject always to mandatory law.

9. Accessibility

Alpnox lets you upload drawings, configure parts, request review and pay for a confirmed order. The interface provides headings, labelled fields, keyboard controls and text error messages. File selection does not require dragging. Part details and prices are available as text alongside previews. Browser zoom enlarges the content. Payment uses a hosted checkout page. Use the published support email or telephone for accessibility information, including an oral explanation, or to report a barrier.