Terms of service
Terms of Service
Delivery is currently available only within Croatia. Customers outside Croatia must contact us by email before placing an order. info@irtemar.com
Last updated: 15 July 2026
These Terms of Service govern the use of the Irtemar Grill online store available at irtemar.eu and the purchase of products through the online store, including products from the roštilj2GO product line and related accessories.
The Seller is:
Irtemar d.o.o.
Zona male privrede 5
34550 Pakrac
Croatia
OIB: 61425972284
VAT ID: HR61425972284
E-mail: info@irtemar.com
Phone: +385 99 694 3493
By purchasing through the online store, the customer confirms that they had the opportunity to review these Terms of Service before submitting the order.
The provisions of these Terms relating to specific consumer rights apply to natural persons purchasing products outside their trade, business, craft or professional activity.
1. Products
The Irtemar Grill online store is intended for the sale of roštilj2GO foldable steel grills and related grilling accessories.
The main characteristics, dimensions, weight, materials, package contents and other essential features of each product are specified on the relevant product page.
Photographs, renders, technical illustrations and descriptions are intended to provide the customer with as accurate a representation of the product as reasonably possible.
Due to the nature of the manufacturing process and the properties of steel, minor variations in surface appearance and shade, manufacturing marks and finishing details may occur, provided that such variations do not affect the functionality, safety or agreed essential characteristics of the product.
Such minor variations do not include deviations in dimensions, materials, functionality or other essential product characteristics specified in the product description.
2. Prices
All retail prices displayed in the online store are stated in euros (EUR) and include VAT unless expressly stated otherwise.
The price applicable to an individual order is the price displayed to the customer at the time the order is submitted.
Delivery charges are calculated separately and displayed to the customer before the order is completed.
Where promotional or other special pricing applies, prices and discounts will be displayed in accordance with applicable regulations.
3. Orders and Conclusion of Contract
The customer submits an order through the online store by selecting products, entering the required information, selecting the delivery and payment method and confirming the order.
Before submitting the final order, the customer is given the opportunity to review and correct the information entered.
By submitting an order that entails an obligation to pay, the customer confirms that they are ordering the selected products and undertake to pay the total amount displayed.
Once an order has been received, an order confirmation is sent to the e-mail address provided by the customer.
The Seller reserves the right to contact the customer to verify information, clarify order details, arrange delivery or obtain other information necessary for proper performance of the contract.
If, for a justified reason, the ordered product cannot be supplied, the Seller will inform the customer without undue delay and offer an appropriate solution or refund any amount received, where applicable.
4. Payment
Available payment methods are displayed to the customer during the checkout process.
For payments made by card or another online payment method, order processing begins after the relevant payment confirmation has been received.
For payment by bank transfer, the order enters processing after the payment has been credited to the Seller's bank account.
When paying by bank transfer, the customer should include the order number in the payment reference to ensure that the payment can be correctly matched to the order.
5. Production and Delivery Time
The applicable production or preparation time is stated on the relevant product page or during the purchasing process.
Made to order – dispatched within 5 business days, plus delivery time. The period starts from order confirmation, or from receipt of payment for bank transfers. For personalised products, the period starts after approval of the final design and fulfilment of the payment conditions.
Once the product is ready for dispatch, it will be sent by a delivery service or made available for personal collection, depending on the method selected by the customer.
The usual delivery time after the shipment has been handed over to the delivery service is generally 1–2 business days but may vary depending on the delivery location and the workload and operating conditions of the delivery service.
If the Seller determines that the agreed delivery cannot be completed within the expected period, the customer will be informed without undue delay.
6. Delivery
Delivery charges are calculated according to the delivery conditions presented to the customer during checkout, including the total weight and destination of the order.
Orders containing multiple products or products of greater weight may be divided into several packages.
Customers are advised to inspect the external condition of the packaging upon receipt.
If the packaging is visibly damaged, the customer is advised to request that the damage be recorded by the delivery service and to contact the Seller as soon as possible, preferably providing photographs of the packaging and product.
Failure to have transport damage recorded by the delivery service does not in itself limit the consumer's statutory rights against the Seller.
7. Personal Collection
Personal collection is available, where offered as an option during checkout, at:
Obala kralja Petra Krešimira IV 24
34550 Pakrac
Croatia
The customer will be notified when the order is ready for collection.
When collecting an order, the Seller may request information necessary to identify the relevant order.
8. Consumer's Statutory Right of Withdrawal
A customer who qualifies as a consumer has the right to withdraw from a contract concluded through the online store within 14 days without giving any reason.
For contracts for the sale of goods, the withdrawal period begins on the day on which the customer or a third party designated by the customer, other than the carrier, acquires physical possession of the product.
The customer may exercise the right of withdrawal by using the withdrawal function available through the online store, by using the model withdrawal form, or by making another unequivocal statement informing the Seller of the decision to withdraw from the contract.
Notification may also be sent by e-mail to:
Where an electronic withdrawal statement is submitted using the online withdrawal function, confirmation of receipt will be provided to the customer without delay on a durable medium.
Following withdrawal from the contract, the customer must return or hand over the product to the Seller without undue delay and no later than 14 days from the date on which the customer informed the Seller of the withdrawal.
The customer bears the direct cost of returning the product unless the Seller expressly agrees to bear that cost.
The product must be adequately protected for transport to prevent additional damage during return shipment.
The Seller will reimburse payments received from the customer without undue delay and no later than within the period prescribed by applicable law, including the cost of the least expensive standard delivery method offered for the relevant order.
Any additional costs resulting from the customer's express choice of a more expensive delivery method than the least expensive standard delivery method offered will not be reimbursed.
The refund will be made using the same means of payment used by the customer for the original transaction unless the customer expressly agrees to another method and does not incur any additional costs as a result.
The Seller may withhold reimbursement until the returned product has been received or until the customer provides appropriate evidence that the product has been sent back, whichever occurs first.
8.1. Diminished Value of Returned Products
The customer is liable for any diminished value of the product resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product.
In the case of a grill, lighting a fire, exposing the product to high temperatures and preparing food may leave signs of use, including surface changes, burn marks, soot, grease or oxidation, and may result in a reduction in the product's value.
Use of the product does not automatically result in the loss of the statutory right of withdrawal.
Where a returned product has been used beyond what is necessary to inspect the product, the Seller will assess its actual condition and any resulting diminution in value.
The assessment may take into account the actual and necessary processes required for cleaning, degreasing, removal of signs of use, surface restoration, refinishing and replacement of packaging, as well as the actual reduction in the market value of the product resulting from prior use.
Any reduction in the amount refunded will be limited to the actual and justified diminution in the value of the product, and the basis for the calculation will be explained to the customer upon request.
This provision does not apply to defects or damage for which the Seller is responsible and does not limit the customer's rights in relation to defective or non-conforming products.
9. Voluntary Extended Returns
Independently of the consumer's statutory 14-day right of withdrawal, the Seller may offer an extended voluntary return option for roštilj2GO products after the statutory withdrawal period has expired.
An extended voluntary return period applies only where it is expressly stated on the relevant product page, in a promotional offer or in another communication issued by the Seller.
Under the voluntary return programme, the Seller may accept a used grill provided that the product is complete, functional and safe and has no permanent deformation, breakage, unauthorised modifications or other damage that would prevent it from being reasonably restored.
For used products, the amount refunded under the voluntary return programme may be reduced by the actual and justified costs of inspection, cleaning, degreasing, surface restoration, refinishing, repackaging, replacement of missing parts and other procedures required before the product can be offered for sale again, as well as by any actual reduction in its market value resulting from prior use.
Where the condition, damage or improper use of a product makes safe or economically reasonable restoration impossible, the Seller may refuse a voluntary return.
The voluntary extended return conditions do not restrict or replace the consumer's statutory right of withdrawal or any statutory rights relating to defects or lack of conformity.
10. Defects and Lack of Conformity
The Seller is liable for material defects and lack of conformity of products in accordance with the applicable laws of the Republic of Croatia.
If the customer believes that a product is defective, does not conform to the contract, does not correspond to the product ordered or was delivered damaged, the customer may contact the Seller at:
To facilitate faster resolution, customers are advised to provide the order number, a description of the issue and, where possible, photographs or other information that may assist in assessing the condition of the product.
Providing photographs is intended to facilitate and expedite the assessment of the issue but does not constitute a condition for exercising the customer's statutory rights where providing photographs is objectively impossible or unnecessary.
Where a claim is justified, the Seller will bear the costs necessary for the customer to exercise their rights in accordance with applicable law.
Rights arising from defects or lack of conformity are separate from the statutory right of withdrawal and from any voluntary return programme offered by the Seller.
11. Written Consumer Complaints
Consumers may submit a written complaint:
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in person at the Seller's business premises
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by post to Irtemar d.o.o., Zona male privrede 5, 34550 Pakrac, Croatia
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by e-mail to info@irtemar.com.
The Seller will acknowledge receipt of a written complaint without delay.
The Seller will respond to a written consumer complaint in writing no later than 15 days from the date of receipt and will clearly state whether it accepts the complaint as justified.
The Seller maintains and retains records of written complaints in accordance with applicable regulations.
12. Product Safety and Responsibility for Use
roštilj2GO grills are intended for outdoor use in accordance with their intended purpose and the supplied instructions for use.
The customer or user is responsible for the proper assembly and use of the product, placement on a stable and appropriate non-combustible surface, safe handling of open flames and hot coals, maintaining an appropriate distance from combustible materials and supervising the product during use and while it is cooling.
Parts of the grill may reach very high temperatures during and after use and must be handled with appropriate care and protection.
The product must not be used indoors or in insufficiently ventilated areas, or in any manner that may endanger the health and safety of people, animals, property or the environment.
Improper use, use contrary to the product's intended purpose or instructions, and unauthorised modifications may affect the safety of the product.
These provisions do not exclude or limit any liability of the Seller that cannot be excluded or limited under applicable law.
13. Personal Data Protection
Customers' personal data is processed for the purposes of processing and fulfilling orders, payments, delivery, communication with customers, handling returns, claims and complaints and complying with the Seller's legal obligations.
Further information on the processing of personal data is available in the online store's Privacy Policy.
14. Alternative Dispute Resolution
The Seller and the consumer will seek to resolve any disputes amicably in the first instance.
After first contacting the Seller, a consumer may, where the applicable legal requirements are met, initiate an alternative consumer dispute resolution procedure before an appropriate alternative dispute resolution body.
Information on available alternative dispute resolution bodies and procedures is available through the official sources of the competent authorities of the Republic of Croatia.
15. Governing Law and Final Provisions
The contractual relationship between the Seller and the customer is governed by the laws of the Republic of Croatia.
For customers who qualify as consumers, this provision does not affect any rights granted to them under mandatory consumer protection laws or the applicable jurisdiction rules governing consumer disputes.
Each order is governed by the version of these Terms of Service that was in force at the time the relevant contract was concluded.
If any individual provision of these Terms is found to be invalid or unenforceable, this will not affect the validity of the remaining provisions to the extent that they are capable of continuing independently.