General Terms and Conditions

The Croatian Natural History Museum provides an online service through its website on the domain https://shop.hpm.hr/. General Terms and Conditions determine the procedure for providing information services, managing content and conducting financial transactions. 

General terms:

Trader - any person who concludes legal transactions or is acting for purposes relating to his trade, business, craft or profession and anyone acting in the name of or on behalf of a trader.

Source: Consumer Protection Act, OG 19/22

User of the web shop https://shop.hpm.hr/ – any legal or natural person who visits or uses the services of this website. By using the website http://shop.hpm.hr/, the end user declares that he agrees with the General Terms and Conditions.

Customer of the web shop https://shop.hpm.hr/ – a visitor who, after selecting at least one product on the page https://shop.hpm.hr/, gets an insight into possible delivery costs in the shopping cart overview, enters personal data and sends the order to the merchant.

The Croatian Natural History Museum reserves the right to amend, supplement or cancel any business segment, and in order to be informed about possible changes in a timely manner, please check the important provisions of the General Terms and Conditions at the time of using https://shop.hpm.hr/. If the user does not agree with the stated terms and conditions and/or is under the age of 18, please refrain from using this website. 

The Croatian Natural History Museum invites Customers to inform themselves about the content of the Personal data gathering and protection statement.

The headquarter of the Croatian Natural History Museum is in Zagreb, Republic of Croatia. Legal disputes that may arise as a result of the use of these websites are under the jurisdiction of the court in Zagreb, unless otherwise specified in a separate contract. Possible legal disputes are resolved in accordance with the positive legal regulations of the Republic of Croatia. By using these websites, the User agrees that any dispute or claim arising from, or related to, these Conditions, or in connection with their enforcement, is within the jurisdiction of the court in Zagreb.

Seller

Croatian Natural History Museum
Headquarter: 10000 Zagreb, Demetrova 1
PERSONAL IDENTIFICATION NUMBER/OIB: 53150371536
REGISTER NUMBER: 080155049
The institution is registered in the Court Register:
MBS: 080155049 (Commercial Court in Zagreb)
IBAN: HR4524020061100990055
BANK: Erste&Steiermärkische Bank d.d., Jadranski trg 3A, 51000 Rijeka, Hrvatska
SWIFT/BIC: ESBCHR2X
E-mail address: info@hpm.hr
Contact:
Phone +385 1 4851700
Fax +385 1 4851644
Web: www.hpm.hr
Webshop e-mail address: shop@hpm.hr 

When concluding an order on these websites, the Consumer, in his capacity as a buyer, enters into a sales contract with the Croatian Natural History Museum. The conclusion of a contract through websites constitutes the conclusion of a distance contract. The General Terms and Conditions are also a pre-contractual notice, and the contract can be terminated if the buyer does not pay the purchase price. If the buyer fails to collect the goods specified in the sales contract, the seller undertakes to keep it for no longer than 90 days from the date of conclusion of the sales contract. The buyer is responsible for all costs resulting from not collecting the subject of sale. Only adults (persons over 18 years of age) and persons who are legally competent can enter into a contract. By concluding the order (contract), you declare that you are an adult and legally competent person. 
A receipt will be issued to you when the order is delivered.

Products

The products are described with their main features in good faith, and illustrative photos of the products are also shown. We ask customers if they have any questions about the product to contact us via e-mail or phone, and we will try to answer the inquiry as soon as possible.

Prices

Retail price - the final price is in euros for an individual product or service, or a certain quantity of products, including taxes and other public charges.

The prices on the page include the calculated legal VAT rate of 25% (on souvenirs and other similar products and shipping) or 5% on books (and other products on which a preferential tax rate is applied). Prices are expressed in euros (EUR) and are dual displayed in HRK (until December 31, 2023). Product prices are subject to change, but the price of the product added to the cart does not change and remains unchanged in the process of concluding the order.

The webshop lists product characteristics, prices, special offers and benefits, payment and delivery methods that are valid at the time the order is placed. All prices include VAT. If there are changes to the delivery dates or any other important circumstances necessary for the execution of the order, we will inform you as soon as possible.

The products will be delivered to you within 2-8 days from the confirmed order, and we will inform you in time about the delivery time for products that need to be ordered additionally. We reserve the right to extend the delivery period in case of emergency situations related to the transport of goods. The price of the product, including VAT, is visible in the shopping cart even before you close the order. After completing the order, you will receive a notification that will confirm the accuracy and success of the order or warn of irregularities during the order.

If there are any irregularities with the order, please contact us at: shop@hpm.hr, and by doing so you will check whether the order has been safely received. 

If you are not sure how to make a purchase, feel free to contact us using the above information. If you want to return the product, you can do so within 14 days from the day you received the product.

Payment

Payment by credit and debit cards on the website https://shop.hpm.hr/

Card payment is protected and safe. Payment on the website https://shop.hpm.hr/  is made through the service provider Monri, which uses the highest standards of security when paying with credit and debit cards. You can pay with debit or credit cards in a single payment.

After selecting the card and clicking "pay", the Customer accesses the protected page of the online payment service provider Monri, where he enters all the necessary data. The Croatian Natural History Museum reserves the right to change the available payment methods. Also, some types of payment methods may be temporarily unavailable due to technical reasons. Card payment is subject to authorization by the card payment service provider, and therefore the Croatian Natural History Museum cannot influence whether a transaction will be approved or not.

Security of payment

Confidentiality of your information is protected and secured by using SSL encryption. Pages for web payment are secured by using Secure Socket Layer (SSL) protocol with 128-bit data encryption. SSL encryption is a data coding procedure for prevention of unauthorized access during data transfer. This enables a secure data transfer and prevents unauthorized data access during communication between user and Monri WebPay Payment Gateway and vice versa.

Monri WebPay Payment Gateway and financial institutions exchange data by using their virtual private network (VPN) which is also protected from unauthorized access. Monri WebPay Payment Gateway is certified according to PCI DSS Level 1 security standard prescribed by Mastercard and Visa rules. Credit card numbers are not stored by Trader and are not available to unauthorized personnel.

Delivery

The Croatian Natural History Museum provides its Customers with a delivery service according to the following conditions:

The products are sent for delivery the next working day after receiving of the order or payment or in another time period indicated with the product.

Due to the number of orders placed simultaneously on https://shop.hpm.hr/  it may happen that the information on availability is not the same as the state in the supplier's warehouse, about which the Croatian Natural History Museum undertakes to inform the Customer and take all necessary actions in order to obtain the products within the prescribed time limit. If the Croatian Natural History Museum will not be able to supply the ordered product, the Museum undertakes to inform the Customer without delay, to offer him the purchase of another product with similar characteristics or to cancel the order.

Delivery is made via the postal or delivery service.

The delivery price is 5,00€.

It is possible to collect purchased products at our locations for free, which must be selected during the purchase process. Please collect the purchased products at the location within 8 working days.

Contract duration

The contract concluded by the consumer for the sale of products and services is a one-time contract that is consummated by the delivery of goods or services by the trader and by the payment made by the consumer, and in case it is not terminated. These General Terms and Conditions are an integral part of the concluded Consumer and Trader Contract.

Unilateral termination of the contract by the customer

In order for the customer to exercise the right to unilaterally terminate the Contract, the Croatian Natural History Museum must be notified of this decision exclusively in writing via the Form for unilateral termination of the distance contract, via e-mail to the address shop@hpm.hr (with the indication: complaints) or by post to the address Croatian Natural History Museum, Prilaz Gjure Deželića 30, 10000 Zagreb. 

The deadline for unilateral termination of the Contract is 15 (fifteen) days from the day when the goods that are the subject of the Contract are handed over to the user or a third person designated by the user, who is not the carrier, or, in the case of a service, from the conclusion of the Contract.

If the user unilaterally terminates the Contract, he will be refunded the money received from him, without delay, and no later than within 15 (fifteen) days from the day https://shop.hpm.hr/ receives the user's decision on unilateral termination of the Contract, unless the user has chosen another type of delivery (another product). The refund will be made in the same way 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. The Croatian Natural History Museum can issue a refund only after the goods have been returned to the address of the museum. Return can only be made for undamaged products, in the original packaging with the original receipt, otherwise the complaint will not be accepted.

The direct costs of returning the goods must be borne by the buyer. In accordance with the Act, the user 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 buyer will receive notification about the status of the returned product and the amount of the refund within 10 days via email. You can unilaterally terminate the contract without giving a reason within 15 days from the day when the product that is the subject of the contract was handed over to you. In order to exercise the right to unilaterally terminate the contract, you must notify the Croatian Natural History Museum of your decision to unilaterally terminate the contract before the expiry of the 15-day period, in an unequivocal statement sent by post or e-mail, in which you will state your name and surname, address, phone number or e-mail address, and you can also use the attached sample Form for unilateral termination of the contract.

The customer has no right to unilateral termination of the Contract:

• if the service has been fully fulfilled for the customer, and the fulfillment began with his express prior consent and with his confirmation that he is aware of the fact that he will lose the right to unilaterally terminate the Contract if the service is fully fulfilled.

The right to unilateral termination of the contract is excluded by the Act in several cases. You can find complete information related to the right of the consumer to unilateral termination at this link: Consumer Protection Act..

Written complaint, notifications, answers 

"A written complaint by a consumer is a complaint in which the consumer expresses his dissatisfaction with the purchased goods, the service provided or the trader's dealings with the consumer, which the consumer sends to the trader on a permanent medium or a means of network communication that enables the storage of the time and content of the communication, on a permanent medium, if the trader enabled such a form of communication."
Source: Consumer Protection Act NN 19/22; NN 59/23

If you are dissatisfied for any reason, you can also send us a complaint:

*written complaint by post: Croatian Natural History Museum, Prilaz Gjure Deželića 30, 10000 Zagreb

*oral complaint, by phone – +385 1 4851700 

*written complaint by e-mail - shop@hpm.hr (with the indication: complaint)

In order to be able to solve the situation in question as soon as possible, please include the order or invoice number with the complaint for faster determination. The Croatian Natural History Museum will confirm the receipt of the complaint in writing without delay, and no later than within 15 days of receiving the complaint.

Complaints and disputes

These General Terms and Conditions are in accordance with the Consumer Protection Act and other regulations of the Republic of Croatia. Buyers can send complaints to the Seller's address in writing, either by post or e-mail.

The Seller is obliged to confirm without delay that he has received the complaint, to inform the buyer how long it will take to process it and to inform him in a timely manner about the progress of that procedure, and to respond to the same within 15 days from the date of receipt of the complaint at the latest.

The Seller and the Buyer will try to resolve possible disputes by agreement and peacefully, and if they fail to do so, the court in Zagreb is competent.