General terms and conditions of business


Delivery of ordered products for the territory of the Republic of Croatia is made by a company specialized in delivery and selected by H.L.M. Center Ltd.

Products available for prompt delivery (stock program) are delivered within 10 working days starting from the next working day from the confirmation of the purchase. For products that are not immediately available for delivery (security fire resistant doors), the delivery time is 40 days from the confirmation of the purchase.

Ordered products can also be picked up by the Buyer in person in the production building of H.L.M. Center Ltd., Zagreb-Stenjevec, Dubravica 3 (access from Samoborska cesta), every working day from 9-15.30.

The cost of delivery is calculated according to the distance, i.e. the location of the delivery, according to the cost estimate of the delivery service.

H.L.M. delivery  for Croatia is 87.50€  (659.27 kn)/piece, for other EU countries it is 312.50€ (2,354.53 kn)/piece, i.e. according to the valid current offer.

Delivery is made to the entrance of the facility of the address specified in the order. The courier is not obliged to carry the goods beyond the entrance of the address indicated as the delivery address of the goods. In case of impossibility of delivery to the address indicated by the Buyer, the Buyer shall bear the costs of re-delivery to the same or another address.



When taking over the product from the delivery service, the Buyer is obliged to check it for any damage and immediately report it to the delivery employee who delivered the goods (to document and take photos of the damage) or to refuse to take over the shipment which shows significant external damage, which may have damaged the product itself. If, after taking over and opening the shipment, you notice defects or damage, report it to within 24 hours of receiving the package.



For all products for which the Seller gives a warranty, the warranty conditions stated in the warranty card apply. The Seller warrants that the product used in accordance with the enclosed instructions and warranty card will function properly during the warranty period. In the event of a defect and other possible damage, the Seller undertakes to carry out the repair within a reasonable time or replace the product in accordance with the Civil Obligations Act. The right to use the guarantee is exercised only upon presentation of an invoice. The Buyer is obliged to keep the warranty card and invoice.



How to deal with consumer complaints
All complaints must be sent in writing to or to the company’s address. For all additional information feel free to call +385 1 3896 722.

All complaints are resolved immediately upon receipt, no later than 3 working days from receipt of the complaint.

You can expect a response to the complaint within 3 days, and if such does not follow, you are free to contact the Consumer Protection Association or the competent inspectorate.



If the Buyer determines that the purchased product has defects, he must contact the Seller and file a complaint. The Seller will respond to the complaint within 3 working days. If the defect is found and confirmed, in accordance with the Civil Obligations Act, the Seller will eliminate the defect or replace the product with a new one, or, if aforementioned is not possible, fully refund the amount paid.

The Seller will authorize the return of the goods from the Buyer with instructions for the return of the goods.

The Seller shall be liable for material defects of the products at the time of its transfer of risk to the Buyer, whether or not the Buyer was aware of it. The Seller is also liable for those material defects that occur after the transfer of risk to the Buyer if they are the result of a cause that existed before.

The Seller is not liable for defects which were known to the Buyer at the time of concluding the contract or which could not remain unknown to him.

It is considered that the defects could not remain unknown to the Buyer if the Buyer is a caring person with average knowledge and experience and which the Buyer could easily notice during the usual inspection of things.

The Buyer is obliged to inspect the received item in the usual way, as soon as possible according to the regular course, and to notify the Seller of visible possible defects within eight days, otherwise he loses the right that belongs to him on that basis.

When the inspection is performed in the presence of both parties, the Buyer is obliged to immediately notify the Seller of his remarks in regards to visible defects, otherwise he loses the right that belongs to him on that basis.

If the defect is insignificant, the Buyer has no right to terminate the contract, but he has other rights from liability for material defects, including the right of damage repair.

The costs of eliminating the defect and handing over replaced things without the defect shall be borne by the Seller.



The Buyer has the right to unilaterally terminate the contract within 7 days, without stating the reasons for termination. In order to be able to unilaterally terminate the contract, the Buyer must notify the Seller of his/hers decision to terminate the contract unilaterally before the deadline by an unambiguous statement sent by mail to the company’s address or by e-mail to stating his/her name and surname, address, telephone, fax or e-mail address. The Seller will send an acknowledgment of receipt of the notice of unilateral termination of the contract by e-mail without delay.

The Contract is terminated at the time the Seller receives notice of termination.
The Contract is considered to be terminated on time, if the notice of termination is sent within the prescribed period of 7 days from the receipt of the goods.
In case of termination of the Contract, the Buyer is obliged to return the product to the Seller at his own expense.
The Buyer is not liable for the damage suffered by the Seller due to the termination of the Contract.
The Seller shall, within 7 days from the date of receipt of the written notice of termination, reimburse the Buyer the entire amount paid by the Buyer under the Contract, including the cost of delivery of goods paid by the Buyer to the Seller, but not before receipt of the goods returned. The refund will be made in the same way as the payment by the Buyer was made.
The product must be in the original undamaged packaging, it must be undamaged and correct, it must not have visible traces of use, it must not be assembled, there must be no visible traces of assembly on the components, it must be with all parts and accessories. When returning the goods, it is necessary to return the warranty card, as well. The cost of returning the goods is borne by the Buyer.

If the Buyer returns the product without the original packaging and/or with minor damage and/or signs of use referring to the provisions on unilateral termination of the contract, due to which the Seller will not be able to sell the product as new, the damage is estimated in advance at 40% product price. By accepting these Terms and Conditions, the Buyer agrees in advance to reduce the stated amount of damages from the return of funds. Any damage exceeding this amount is considered major damage and the Seller is not obliged to make a refund. If the product is returned defective, with major damage or without parts and documentation and if the missing parts are not delivered within a subsequent period of eight days, it is considered that the Buyer has not fulfilled the obligation to return the goods and the Seller is not obliged to refund. The Buyer is not entitled to a refund if the subject of the contract is goods made according to the Buyer’s specification or in any other way adapted especially for the Buyer.

If the ordered and paid goods are not available for delivery within the agreed time, the Seller will offer the Buyer replacement goods of the Buyer’s choice or make a refund to the Buyer’s account in the amount paid.

When the Buyer is a legal entity, the right to unilateral termination of the contract within 7 days does not apply to him. For legal entities, the Civil Obligations Act and the Law on Electronic Commerce apply.


Characteristics of goods

All products have been photographed multiple times, and the photos are of high resolution, and the main features of the product are also accompanied by a textual description.

The photos of the products on the website are illustrative in nature, especially certain color shades, and they do not always have to match the actual products in all details.

In addition to the products on the website, we try to give as accurate a description as possible and a picture of the product in the best possible resolution, but nevertheless we cannot take responsibility for the complete identity of the delivered product with the one shown in the photos. Please contact H.L.M. Center Ltd. in case of any dilemma.


Data protection (GDPR)

The privacy statement regulates the manner in which your personal data is collected and processed when you visit the website and the use of cookies on the website.

With this statement, we undertake to protect the privacy of users, customers and visitors of our website and the security of personal data available to us through the above mentioned page.

By using this website, you agree to the method of data collection and processing described in the Statement and to the storage and access to cookies on your device.

H.L.M. Center Ltd. undertakes to provide protection of personal data of customers by collecting only the necessary, basic data on customers/users that are necessary to fulfill our obligations; informs customers about how to use the collected data, regularly gives customers the option on how to use their data, including the ability to decide whether or not they want their name removed from the lists used for marketing campaigns.

Personal data is any data relating to an individual whose identity has been or can be established, directly or indirectly.

By registering on the website, purchasing as a guest or accessing the site itself, the Buyer agrees that the Seller processes his personal data listed in the registration form and order data, as well as data available in the process of payment for the service and other data. This information is used for the purpose of concluding and executing the contract and for the purpose of acquainting the Seller with the purchasing habits of the Buyers, as well as for informational purposes and for the purpose of promoting the Seller’s services and products. The Seller undertakes to protect the privacy of personal data of all Buyers and will treat them in accordance with the Personal Data Protection Act, or other applicable regulations. All specified personal data may not be used by the Seller or made available to third parties without authorization, except when permitted by a special law or necessary for the fulfillment of contractual obligations.

All employees of H.L.M. Center Ltd. and its business partners are responsible for respecting the principles of data privacy protection.

Your personal data is protected in accordance with our Personal Data Protection Policy, which ensures an adequate level of personal data protection in accordance with the obligations arising from the General Data Protection Regulation 2016/679 (GDPR) and other applicable laws related to personal data protection.

We retain personal data for as long as it is necessary for the requested service or the service for which you have given consent to be provided, unless otherwise provided by law. We will keep the data we have collected for the purpose of providing sales transactions for another 12 months from the date of the last transaction in which they were used (eg delivery, return, complaints, etc.). The collected data are deleted after the termination of the purpose for which they were collected, i.e. the termination of the contractual relationship, and the data collected due to processing based on legal grounds will be stored in accordance with time limits according to legal provisions (eg Accounting Act).

If the Buyer no longer wants the Seller to process his data in any way and requests the deletion of data, he must notify the Seller by e-mail sent to