Reclamations, complaints, objections and termination of the sales agreement


In accordance with the Law on Consumer Protection, Article 72, paragraph 1, the buyer has the right to unilateral termination of the contract, without stating the reasons, within 14 days from the date of receipt of the ordered products.

Pursuant to Article 77, paragraph 5 of the Consumer Protection Act, the buyer is responsible for any impairment of the value of the purchased product that results from the handling of the purchased product. Impairment is determined by the official service or supplier.

In order to exercise the right to terminate the contract, the buyer is obliged to notify the seller in writing of his intention.You can unilaterally terminate the contract by sending an unequivocal statement expressing your will to terminate the contract on a permanent medium. The buyer is obliged to return the ordered products at his own expense. Returned products must be in the same condition as they were picked up. The refund will be made in the same way as the payment.

The Buyer is obliged to deliver or send the goods back without undue delay, and in any case no later than 14 days from the day when the Buyer sent his decision to unilaterally terminate the contract. The return of the goods is borne by the buyer himself: In case he exercises his right, the buyer bears the cost of returning the goods and must return it within 14 days (Article 77 of the CPA).

The buyer also bears the cost of any impairment of goods (Article 77 CPA) (unpacked goods, lost documentation and parts, damage, use of goods, etc.), except what was necessary to determine the nature, characteristics and functionality of the goods.The impairment of the purchased product in relation to the damage to the packaging or damage to the product that is not caused by checking the functionality of the product to determine for each returned product individually and will notify the customer upon receipt of the returned product.

In order to establish the nature, characteristics and functioning of the product, please handle and inspect the product(s) with due care and (or) in the same way as you would normally be allowed in our premises. Any handling or inspection of the product that would not be in accordance with the above description of proper handling and inspection could cause a reduction in the value of the product, for which we have the right to reduce the refund of the payment we received from you.

Given the fact that the items we sell are antiques and old stylish furniture and home accessories, we have done our best to describe and display items as accurately as possible. For any additional questions and information please contact us at +38598521682 or via e-mail at

Additionally, we recommend (when possible) personal pick-up of the antiques in our premises in case you want to check and determine the condition of the item. After the exit of goods from our warehouse, we are not responsible for any damage.

If the product is returned defective, with major damage or without parts and documentation and if it is not delivered within a later period of 8 days, it is considered that the Buyer has not fulfilled its obligation to return the goods and the Seller is not obliged to return the funds in full. assessment of impairment of products.
We remind you that, from the moment you pick up the product and until you return it to us, you are responsible for that product and are responsible for any damage that might occur.

Refusal to take over the package is not considered a unilateral termination of the contract. In order for the buyer to be able to exercise his right to unilaterally terminate the Contract at all, it is assumed that he has received the products, and from which moment the 14-day period in which the buyer has the right to terminate the Contract begins.

Exclusion of the right to unilateral termination of the contract

The consumer is not entitled to unilateral termination of the contract from this section if:

  1. the service contract is fully fulfilled by the trader, and the fulfillment began with the explicit prior consent of the consumer and with his confirmation that he is aware of the fact that he will lose the right to unilateral termination of the contract from this section if the service is fully fulfilled
  2. the subject of the contract for goods or services whose price depends on changes in the financial market that are outside the influence of the trader, and which may occur during the duration of the consumer’s right to unilateral termination of the contract
  3. the subject of the contract are goods which are made to the consumer’s specification or which are clearly adapted to the consumer
  4. the consumer specifically requests a visit from the trader for urgent repairs or maintenance work, provided that during such a visit, in addition to those services that the consumer has explicitly requested, the trader provides some other services, or delivers other goods than necessary to perform emergency repairs or maintenance work, the consumer has the right to unilaterally terminate the contract in relation to these additional services or goods
  5. contract concluded at a public auction
  6. subject of the contract provision of transport of goods, car rental service, if it is agreed that the service will be provided on a certain date or in a certain period

Legal entities as customers are subject to the application of the Civil Obligations Act, and the Consumer Protection Act does not apply to them.

If you want an R2 invoice, you accept the Terms and Conditions that apply to legal entities: instead of the terms of purchase, the provisions of the Civil Obligations Act apply. The main difference is in the possibility of withdrawing from the contract: we enable companies, craftsmen and other legal entities to return purchased items within 8 days. The listed legal entities do not have the option to withdraw from the contract within 14 days of taking over the item for no reason, as is the case for customers (individuals).


The buyer has the right to a justified complaint and to return the goods in the following cases:

  • Delivery of goods not ordered
  • Delivery of goods that have a defect or damage that did not occur during transport, for which the buyer has not been notified before (in the description of the good).

The deadline for submitting a complaint is 8 days from the receipt of the package.

In case of a request for return of goods for justified reasons, the buyer is obliged to send a written complaint to the Seller by e-mail to or to the address: Katema, trade, marketing and services, Trg Zlate Bartl 11a, 48000, Koprivnica, Republic of Croatia.

In order to determine as quickly as possible the specific order to which the customer has a complaint, customers are asked to indicate the order number, account number or their username in the complaint. Katema will confirm the receipt of the complaint in writing without delay and the response under Article 10, paragraph 5. The Consumer Protection Act must be received within 15 (fifteen) days from the date of receipt of the complaint.

In the event of a justified complaint, the buyer has the right to terminate the contract with a refund or replacement for a correct, undamaged and valid product.
Katema will accept the return of damaged, defective or incorrectly delivered goods at its own expense, if it is determined that the complaint is justified and that the buyer has not affected the correctness, damage or any defect of the goods. In the event of a justified complaint, the cost of replacing the product with a new product shall be borne entirely by Katema.

All goods we sell are old and already used (antiques and old antique and stylish furniture and accessories). All products may vary in color depending on the camera and light.