Terms and Conditions

1. Data about the point of sale

is a 100 % daughter company of THOMASTIK-INFELD GmbH (Vienna)

Place of business:
Zerjavinec (city of Zagreb), Omladinska 21
10 360 Sesvete,

PIN: 79627260015

VAT identification number: HR79627260015

Director: Alen Palislamovic

Registered capital: 60.000,00 HRK, paid in full

Giro account : IBAN HR16 2340 0091 1108 7624 2

The trading company THOMASTIK–INFELD D.O.O. is entered in the Register of Companies at the Commercial Court in Zagreb under number: (Company number) MBS:081107750, Tt-17/27021-2

[email protected]

2. Terms of purchase

The terms of purchase specify the procedure related to ordering, payment, delivery and returns, i.e. complaints referring to the products offered on our sites. The company THOMASTIK-INFELD D.O.O., Zerjavinec (City of Zagreb) , Omladinska 21 ,10 360 Sesvete, Croatia, is the seller, and any visitor of the web shop who orders at least one product by sending a filled-out electronic order form to the seller is a buyer.

When ordering, the buyer accepts the terms of purchase given here. In all cases not defined herein, the applicable laws of the Republic of Croatia shall apply.

The terms of purchase are an integral part of a distance sale contract along with the specifications and the prices of the purchased product. Before confirming an order, the buyer shall be asked to accept the terms and to declare that he/she is aware of and agrees with the terms. After the order has been accepted (and a contract concluded), notice of both order and contract will be sent to the buyer via email.

The seller reserves the right to make any changes in the terms of purchase at any time, however, such changes shall take effect after their publication on Internet sites.

After the buyer has confirmed and placed an order, the contract is concluded, and the seller shall inform him/her about the conclusion of contract by e-mail immediately.

A valid contract requires complete legal capacity from a buyer

The buyer is responsible for the completeness and authenticity of the entered data when registering.

3. Ordering

You can place an order as a registered user or as a guest.

– Buying as a “guest”
If you decide to buy as a guest, you will have to enter your personal data again every time you decide to buy. The fields marked with an asterisk are mandatory.

Confirm the registration by clicking the button “Continue”. If you leave certain fields blank, you will be redirected to the registration form where skipped yet necessary fields will be marked as well as those which could not be processed.

– Buying as a registered user

If you wish to register for the web shop “”, you need to enter a valid e-mail address, after which you will receive a message with your registration data. When registering, you need to enter your personal data. For future orders, you do not have to enter your personal data again, when already being a registered customer. Your profile (My Account) will provide the possibility to check your purchase history.

The fields marked with an asterisk are mandatory. Confirm the registration by clicking the button “Continue”. If you leave certain fields blank, you will be redirected to the registration form where skipped yet necessary fields will be marked as well as those which could not be processed.

After the correct entry, a message will appear on the next page informing you that the registration data has been sent to your e-mail address.

If you have not received the activation e-mail, check the folders Junk or Unwanted Mail. If your message is not in the mentioned folders, please contact us by e-mail: [email protected].

For product search and view, there are various filters on the left side that make it possible for you to find a desired item as fast as possible. You can easily search for items by key word located up on the right side.

4. Product price

All prices on the site contain the calculated VAT rate and depending on buyer’s choice can be given in Croatian Kuna (HRK) or in Euros.

Delivery costs are not included in the product prices and are presented separately from the product price.

The buyer is responsible for the payment of manipulative costs, taxes, customs duties and special charges and fees related to the destination country.

5. Payment methods

Products are ordered by selecting, using search bar and filling out the electronic form. The Buyer can order and purchase a product as a registered and unregistered user. The product is considered as ordered when the Buyer completes the whole ordering procedure.

Ordered items can be paid in the following ways:

– Bank transfer

– Credit cards

  • VISA®
  • Mastercard®
  • Maestro®
  • PayPal

6. Delivery information

If the payment is executed properly and visible in the seller’s account, the seller shall initiate the process of delivery. The ordered items shall be delivered to the buyer’s delivery address.

We deliver the ordered items by means of DHL courier service. The delivery is done according to the business conditions of the mentioned courier service. The shipping price is in accordance with the regulations and price list of DHL and depends on package weight as well as the zone that a certain country belongs to. The costs are paid by the buyer. The delivery will take place within the time limit specified when ordering for every single item. The delivery period starts the day after the payment is visible on the seller’s account. If the selected item cannot be delivered because it is no longer available, the seller is obliged to inform the buyer immediately and the buyer is entitled to terminate the contract and request a refund or agree to have the shipment delivered later.

Delivery periods do not include:
– order/request receipt date
– the delay time due to incorrect and incomplete address of the buyer
– delay time due to force majeure or other reasons that the seller is not responsible for
– non-business days if they are at the beginning or at the end of the deadline

The buyer is responsible for the payment of manipulative costs, taxes, customs duties and special charges and fees related to the destination country.

7. Objections and complaints

According to Article 10 Para. 3 of the Consumer Protection Law, we inform our consumers i.e. buyers that they can file a complaint in writing addressed to:, if they should be disappointed by a purchased product or service.

The response to the written complaint filed by a consumer or a buyer will be given in writing no later than 15 days from the date of receipt. We ask you to provide your contact address in the complaint message for the delivery of the response.

8. Complaint and return of goods

The buyer has the right to have the goods replaced or to return the goods having material defects.

Material defects mentioned in Article 57 Para. 1 Sentence 12 of the Consumer Protection Law are solved in accordance with the regulations specified in the Civil Obligations Act related to Liability for Material Defects.

The buyer has the right to have the goods replaced or to return the goods within 15 days in the following cases:
– shipment of goods not ordered
– shipment of faulty goods or of the goods having damages not caused by transport (if damages have been caused by transport, they should be immediately reported to the transport service)

The seller shall approve the replacement or return of the goods upon receipt of a justified complaint sent in writing or by e-mail to the address [email protected] with instructions related to the returning of goods. In the event of the inability to deliver other goods, the seller shall compensate the buyer with the value of the goods no longer available to be delivered.

Delivery costs related to the return of the goods shall be paid by the buyer. Upon acceptance of claim, these costs will be replaced by Thomastik-Infeld.

The buyer is obliged to return the delivered goods in the condition they have been delivered to him in the original packaging (commercial packing in which the goods have been delivered) with an invoice attached.Please address them to: Thomastik-Infeld GmbH, Diehlgasse 27, 1050 Vienna, Austria

9. The right to withdraw from a purchase and unilateral termination of contract

According to Article 72 Para. 1 and 2 of the Consumer Protection Law, the buyer, i.e. consumer, is entitled to terminate the sales contract unilaterally without mentioning the reasons within 14 days from the date of (delivery) receiving the goods.

In order to be entitled to terminate this contract unilaterally, you must inform us about your decision to terminate the contract before the deadline expiration, i.e. using an unambiguous notice of termination sent in writing to: THOMASTIK-INFELD d.o.o., Zerjavinec (City of Zagreb), Omladinska 21, 10 360 Sesvete, Croatia, or by e-mail to [email protected] including your name and surname, telephone and fax number. However, you can also use the sample form for unilateral termination of contract.

We shall confirm the receipt of the notice of unilateral termination of contract without delay by e-mail.

10. Refund of the amount paid

If the buyer terminates the contract unilaterally, we shall refund the amount we have received without delay, i.e. no later than within 14 days after receiving the notice of unilateral termination of contract and the returned goods.

The refund shall be made in the same way as the payment has been made. If the buyer explicitly agrees to have the amount refunded in another way, no refund costs shall be charged.

The refunds can only be made after the goods are returned to us or after you provide proof that the goods should have been returned to us. The direct costs of returning the goods are paid by the customer.

The buyer is responsible for any impairment of the goods resulting from handling of the goods, except for what was necessary to determine the nature, characteristics and functionality of the goods.

11. Statement on collection and use of personal data

THOMASTIK-INFELD d.o.o. and THOMASTIK-INFELD GmbH agrees to provide personal data protection for the buyer in such a way that we collect only necessary, basic data about buyers/users that we need to fulfil our obligations; to inform buyers about the manner of using the collected data, to regularly provide the possibility for buyers to decide how their personal data shall be used including the possibility to decide whether they want their name to be removed from the list used by marketing companies or not. All customer information is strictly kept and only accessible to the employees who need them for their work. All employees of THOMASTIK–INFELD d.o.o. and THOMASTIK-INFELD GmbH and business partners are responsible for respecting the privacy protection principles.

12. Security of purchase

Input and transfer of personal data and credit card information are protected by the highest security standards provided by the Wirecard System for the online credit card authorisation in accordance with the requirements of credit card associations and credit card brands that use Wirecard System for the authorisation and payment of credit cards in real time.

13. Settlement of disputes

The Regulation of the European Commission No. 524/2013 on online resolution for consumer disputes applied since 09.01.2016 provided the platform for online dispute resolution (Platform for ODR) –Platform for online dispute resolution of the European Union.

Link to the Platform for ODR – Online Dispute Resolution Platform of the European Union.

If you should face any problems when buying online within the area of EU (faulty product, inability to replace the product, etc.) you can submit your complaint at the above mentioned link faster and more simply.

The Platform can be used both by users and traders, and the complaint can be submitted in any EU official language.

14. Conversion statement

All payments will be effected in Croatian currency. The amount your credit card account will be charged for is obtained through the conversion of the price in Euro into Croatian kuna according to the current exchange rate of the Croatian National bank.

When charging your credit card, the same amount is converted into your local currency according to the exchange rate of credit card associations.

As a result of this conversion there is a possibility of a slight difference from the original price stated in our web site.

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