1. GENERAL PROVISIONS

These General Terms and Conditions of Sale and Delivery (hereinafter: Terms) apply to all offers, orders, deliveries, and business relationships between Rustik Kamen d.o.o. (hereinafter: Seller) and the Buyer. These Terms take precedence over any potential terms of the Buyer, unless otherwise explicitly agreed upon in writing and confirmed by the Seller.

2. OFFERS AND CONTRACTING

All Seller’s offers are non-binding, unless otherwise explicitly stated. The validity of an offer is defined on the offer itself. Prices stated in the offer are fixed and valid until the expiration of the offer’s validity period. After payment of an advance or the full amount, prices are considered finally agreed upon and are not subject to change. The Buyer accepts the offer and these General Terms by paying an advance or the full amount as per the offer.

By making payment, the Buyer is considered to have:

• fully reviewed the offer and General Terms
• accepted them without reservation
• entered into a binding legal relationship with the Seller

The offer, together with these General Terms, constitutes the complete contractual relationship between the Buyer and the Seller.

3. PRICE AND CALCULATION

All prices are based on FCA warehouse Zagreb parity, unless otherwise specified. For the final calculation, the quantities and dimensions of the actually delivered goods, as per the confirmed delivery note, are authoritative, regardless of the quantities in the offer.

PAYMENT TERMS:

• 60% as order confirmation
• 40% before delivery or installation

PAYMENT METHOD:

• bank transfer (online banking)

4. PRODUCTS AND MATERIAL PROPERTIES

Rustik Kamen products are made from natural and mineral raw materials using manual production processes.

Due to the nature of the materials and the production process, deviations may occur in:

• color shade
• structure
• dimensions

Differences between production batches are also possible. After production and during storage and installation, a natural material maturation process occurs, which may cause temporary or permanent changes in appearance (darker or lighter shades, stains, etc.). These phenomena represent natural properties of the material and are not considered product defects, nor can they be a basis for claims. All products are made to Buyer’s order and cannot be canceled or returned.

5. STORAGE AND HANDLING

Rustik Kamen products, like all products made from natural and mineral raw materials, are subject to the influence of moisture, temperature, and environmental conditions. The Buyer is obliged to ensure proper storage conditions after taking delivery of the goods.

In the case of long-term storage on pallets, especially when elements are stacked one on top of another, limited air circulation and the possibility of moisture condensation between elements can occur. Under such conditions, temporary or permanent changes in material tone and shade (lighter or darker spots, efflorescence, etc.) may occur.

These phenomena represent a natural reaction of the material to storage conditions and are not considered product defects, nor can they be a basis for claims.

It is recommended that the material be installed as soon as possible after delivery.

In case of a planned delay in installation, the Buyer is obliged to ensure appropriate storage conditions, including:

• a dry and ventilated place
• protection from precipitation and moisture
• avoiding long-term retention of material in enclosed and humid conditions

Storage of material for more than 30 days from delivery without ensuring appropriate conditions is considered improper storage. The Seller assumes no responsibility for changes to the material caused by improper or prolonged storage after taking delivery of the goods.

6. INSTALLATION SYSTEM (Rustik SC, Rustik SG, Rustik Seal)

For proper and durable installation, the use of the original system is recommended:

• Rustik SC adhesive
• Rustik SG grout
• Rustik Seal impregnation

In case of using other materials, the Seller assumes no responsibility for:

• adhesion
• durability
• visual appearance

and in such a case, the product and system warranty is not valid.

7. INSTALLATION

The Buyer is responsible for the proper installation of the product. It is recommended to engage a professional and qualified person to perform the work.

The Seller is not responsible for:

• improper installation
• contractor errors
• failure to follow instructions

The Buyer is obliged to inspect the goods before installation. By installing the product, the Buyer is deemed to have inspected the goods and accepted them without objection. Subsequent claims for already installed material will not be considered.

8. DELIVERY DEADLINES

The delivery deadline is defined in the offer.

The Seller will endeavor to make delivery in accordance with the stated deadline, depending on production and logistical conditions. In the event that the Buyer wishes to postpone delivery relative to the deadline stated in the offer, they are obliged to inform the Seller at least 30 days before the agreed delivery date. Otherwise, the Buyer is deemed to accept delivery on the agreed date.

In case of delivery postponement at the Buyer’s request, the Seller is not responsible for any changes to the goods resulting from prolonged storage, including changes in shade, appearance of stains, efflorescence, etc.

Delivery deadlines are not considered an essential component of the contract, and the Seller is not responsible for any delays caused by:

• production capacities
• transportation
• force majeure
• other unforeseen circumstances

9. TRANSPORT AND DELIVERY

Goods are delivered according to the terms specified in the offer. In the event that the Buyer organizes transport, the risk transfers to the Buyer at the moment of taking delivery of the goods. In the event that the Seller organizes transport, the Buyer is obliged to inspect the goods upon receipt and immediately document any damage. Subsequent claims for transport damage will not be considered if not documented upon receipt. Due to the nature of the product, it is recommended to order a minimum of 5–7% additional material.

9a. RECEIPT OF GOODS AND STORAGE AT THE SELLER’S PREMISES

The Buyer is obliged to take delivery of the goods within 7 (seven) days from the date they are notified that the goods have been produced and are ready for delivery. In the event that the Buyer does not take delivery of the goods within the specified period, the Seller is deemed to have fulfilled its delivery obligation, and the risk and responsibility for the goods transfer to the Buyer. After the expiration of the 7-day period, the Seller reserves the right to charge storage costs (demurrage), according to the valid price list or actual storage costs. The Seller is not responsible for any changes to the goods (including changes in shade, appearance of stains, efflorescence, etc.) that may occur due to prolonged storage. The Seller reserves the right, after a reasonable period, to move the goods, further manipulate them, or organize transport at the Buyer’s expense. In case of non-receipt of goods for a period longer than 30 days, the Seller reserves the right to unilaterally terminate the order, retaining the paid funds.

10. PALLETS

Products are delivered on pallets. The cost of pallets is charged according to the valid price list.

Pallets can only be returned if they are:

• undamaged
• functional
• returned within 30 days

11. PAYMENT

Payment terms are defined by the offer. Payment according to the offer is considered confirmation of the order and initiation of production.

In case of late payment, the Seller has the right to:

• charge statutory default interest
• suspend further deliveries
• unilaterally terminate the business relationship

In case of Buyer’s withdrawal after payment, the Seller retains the entire paid amount.

12. RETENTION OF TITLE

Delivered goods remain the property of the Seller until full payment. The Seller reserves the right to reclaim the goods in case of non-payment, at the Buyer’s expense.

13. RETURN OF GOODS

All products are made exclusively to the Buyer’s order and according to the Buyer’s specifications.

Given that production begins after order confirmation and payment, the order cannot be changed, canceled, or returned after confirmation. Returns of goods are not possible even for excess ordered goods.

In accordance with Article 86 of the Consumer Protection Act, the consumer does not have the right to unilaterally withdraw from a contract for goods made to the consumer’s specifications or clearly customized for the consumer.

By making payment, the Buyer confirms that they are aware of the above and accept that products are made exclusively to order and that returns are not possible.

14. WARRANTY AND CLAIMS

The Seller guarantees the quality of the products in accordance with legal regulations.

The Buyer is obliged to:

• inspect the goods immediately upon receipt
• report a claim within 8 days

Claims must be written and documented. The Buyer is obliged to set aside the claimed goods and allow inspection. A claim on part of the goods does not delay payment of the remainder. Claims for already installed material will not be considered. The warranty is valid exclusively with the use of the complete Rustik Kamen installation system.

15. FORCE MAJEURE

The Seller is not responsible for non-fulfillment of obligations caused by force majeure, including:

• natural disasters
• market disruptions
• material shortages
• transportation problems

16. GOVERNING LAW AND JURISDICTION

The law of the Republic of Croatia applies to all relationships. The competent court in Zagreb has jurisdiction over all disputes.

FINAL PROVISION

These General Terms enter into force on the date of issue and apply to all future business relationships.

In Zagreb, 01/01/2026