You do not need to register to make a purchase in our online store. You only need to provide a valid e-mail address (one you have access to) in the first step of the checkout process so we can send you an order confirmation after entering the delivery details.
If you do not want to enter your delivery address and payment details every time you make a purchase, we recommend quick registration. You only need to enter a valid e-mail address, personal information (first name, last name, address, postal code, city, phone number), and a password that you will use to access your account. The password can be any sequence of characters—the longer and more complex, the more resistant it is to hacking.
After entering the required information, confirm registration by clicking on the "Register" field. The created account remains registered in the system, and you can access it using your username and password on the "Login" page.
If you forget your password, click on "Forgot Password?" on the same page. You will be directed to a page where you can enter your registered e-mail address, and the system will automatically send you a link to reset your password and create a new one. You can later change the password yourself in your account settings, as automatically generated passwords are not easy to remember (or simply click YES when your browser asks if you want to save the entered password, so you don’t have to enter it every time you log in).
In short, after creating an account, for each subsequent purchase, only a login with username and password is required.
A Customer is any legal or natural person who has the legal capacity and places an order via the online store www.hespo.hr. The Customer is responsible for the accuracy and completeness of the data entered during registration and/or product ordering.
The terms of operation of the online store www.hespo.hr are composed in accordance with the Consumer Protection Act (ZZP) and, together with the information published on www.hespo.hr, represent pre-contractual information in accordance with Article 57 of the ZZP. By ordering products, the Customer confirms acceptance of the terms of operation. Hilding Anders d.o.o. reserves the right to change these terms and rules without prior notice.
The Seller strives to ensure that all product information (description, price, photos) is accurate and up-to-date. Product photos are for illustrative purposes only and may not fully correspond to the actual appearance of the product. We reserve the right for errors in product descriptions.
In accordance with the Consumer Protection Act, we are obliged to clearly, visibly, and legibly display the retail price. All prices are listed in euros, including VAT. Prices do not include delivery costs, which are charged separately (details are provided in the online store). Prices are valid at the time of ordering; if the price changes during the order, the Seller will inform the Customer in advance. We reserve the right for pricing system errors; in such a case, we will notify the Customer. We also reserve the right to cancel an order in case of an obvious error in the online store (e.g., visibly incorrect price).
In rare cases, due to technical imperfections in the system, an ordered item may no longer be available. In such cases, we will inform you as soon as possible that the item is unavailable and immediately refund the paid amount or cancel card payment.
If you have given your consent for personal data processing by subscribing to the newsletter, to better understand your purchasing interests and send you special offers in the form of a personalized newsletter, the retail price may be personalized based on an automated decision-making system to offer discounts on products we think may interest you.
For any additional product information not listed on the website, please contact Hespo salons.
Any use of www.hespo.hr (and/or other websites owned by Hilding Anders d.o.o.) is subject to the terms below. Documents, information, and content published on www.hespo.hr (and/or other websites owned by Hilding Anders d.o.o.) may not be copied except for individual, non-commercial use, always respecting copyrights, other intellectual property rights, and all other legal restrictions. Any copying, reproduction, or distribution of documents, information, and content from www.hespo.hr is permitted only with prior explicit approval from Hilding Anders d.o.o.
Purchasing products through the webshop is done electronically, and you can purchase as a guest or a registered user. Products are considered ordered when the customer completes the order process. Payment is possible via bank transfer (online banking or standard payment slip) or card. After placing an order, a confirmation email will be sent to the address provided. The sales contract is considered concluded when the seller confirms the customer's order. After receiving the order and visible payment, the customer will be informed of the delivery date via email within 24 hours. The seller reserves the right to reject or cancel an order in case of obvious errors in price, product availability, or other justified reasons, and the customer will be promptly notified.
The confidentiality of your data is protected and ensured through SSL encryption. Online payment pages are secured using the Secure Socket Layer (SSL) protocol with 128-bit data encryption. SSL encryption encrypts data to prevent unauthorized access during transmission. This ensures secure information transfer and prevents unauthorized access to data during communication between the user's computer and the WebPay service, and vice versa. The WebPay service and financial institutions exchange data using a virtual private network (VPN) protected from unauthorized access. Monri Payment Gateway is certified according to PCI DSS Level 1 security standards prescribed by Visa and Mastercard rules. The Seller does not store credit card numbers, and numbers are not accessible to unauthorized persons.
Purchasing and paying for products in the online store is possible as follows:
PBZ Visa up to 12 installments, PBZ Maestro up to 6 installments, PBZ Mastercard one-time payment.
Erste Diners up to 12 installments.
ZABA Visa up to 24 installments, ZABA Maestro one-time payment, ZABA Mastercard up to 24 installments.
Raiffeisen and OTP Visa and Mastercard one-time payment.
Bank transfer (online banking or standard payment slip).
If the Customer wants an R1 invoice, they must select this option during checkout in the payment step by choosing “I need an R1 invoice” and then correctly and completely entering company information. If this option is not selected, the order will be considered a private individual’s order, and the invoice will be issued accordingly. Subsequent changes, corrections, or issuance of an R1 invoice after the order is completed are not possible.
Ordered products are delivered every working day according to the delivery schedule. The delivery time for products purchased through the Hespo webshop is 5–15 working days for mainland Croatia after the customer has been contacted by our staff and all basic delivery conditions are confirmed—for all standard-size mattresses, mattress toppers, elastic supports, and items in central stock that are not reserved. Delivery time for beds, furniture, and non-standard products is 3–4 weeks. Due to production capacity or extraordinary circumstances, delivery times for beds and furniture may be longer than estimated.
If we receive notification that a transaction is not authorized for any reason, delivery is postponed until authorization is completed.
The delivery cost for an order is determined by the total weight of the shipment and its destination (mainland or island Croatia). Delivery cost for packages up to 5 kg is €11, for 5.01–15 kg €17, and for over 15.01 kg €35 for mainland Croatia.
Delivery prices apply to online sales.
When shopping on the Hespo webshop, the delivery cost for your selected items can be checked at any time in the shopping cart. The final delivery cost for an order is shown during checkout after entering the delivery address and before confirming the order. Prices include VAT. For additional information, contact webshop@hespo.hr.
Assembly service is available for beds and bedrooms. When ordering, note “assembly required,” and we will contact you by phone or email with the price. Assembly is usually performed on the same day as delivery. Additional information will be provided by phone or email.
We also deliver to islands. Due to the nature of island deliveries, our staff will contact you regarding prices and delivery times.
Ferry surcharges:
BRAČ – €27.08
DUGI OTOK – €63.71
OTOK ŠOLTA – €27.74
HVAR, VIS, KORČULA, LOŠINJ, RAB, UGLJAN, PAŠMAN, MLJET, CRES – €40.61
Customers can choose to have ordered items carried indoors; otherwise, delivery is to the customer’s address/driveway, and the customer collects items from the van/truck. Access to the entrance must be clear; otherwise, delivery is to the nearest accessible point. Additional charges per floor:
1st class: ground & 1st floor – €6.64
2nd class: 2nd–4th floor – €13.28
3rd class: 5th–7th floor – €19.92
4th class: 8th–10th floor – €26.56
5th class: 11th–13th floor – €33.20
6th class: 14th–16th floor – €39.84
7th class: 17th floor and higher – €46.48
For additional information, contact the sales point.
The Seller will strive to deliver in-stock goods as soon as possible. Estimated delivery for in-stock items is generally 5–15 working days, but the exact date will be communicated after purchase. After payment confirmation, customers will be informed of the delivery date via email within 24 hours. Customers can request an alternative delivery date if necessary. Special delivery requests should be noted in the order, and confirmation will be provided by phone or email.
For more information, contact webshop@hespo.hr or call +385 40 650 000.
The Customer must receive the shipment on the agreed delivery date. Deliveries must be inspected in front of the courier to avoid claims for damage. Visible damage should be noted on the delivery receipt or the shipment refused. Customers must sign the delivery note and note any issues, which the courier takes as confirmation.
If the customer cannot receive the shipment, they must contact the Seller the day before. Otherwise, repeated delivery charges will apply.
If the wrong product size was ordered, it can be exchanged only if unused and undamaged. Re-delivery and repackaging costs (€6.64) may apply. Customers will be notified via email about additional costs or price differences.
Invoices and advance invoices are sent to the email provided during webshop order creation.
Customers can pick up goods at our warehouses:
PRELOG
Address: Industrijska zona 11, 40323 Prelog
Monday–Friday 07:00–18:00
SPLIT
Address: 4. gardijske brigade 53d, 21311 Stobreč
Monday & Wednesday 11:00–14:30
Tuesday & Thursday 07:30–14:30
Friday closed
A valid invoice must be presented upon pickup.
For products listed in the warranty certificate, the manufacturer provides the following warranty periods:
Nordic collection products – 2 years
Family collection products – 2 years
Royal collection products – 2 years
Products without a specified collection – 2 years
Claims are accepted upon presentation of the invoice. The manufacturer guarantees that the product will function without defects during the warranty period, provided the customer uses the product according to the instructions. The product is intended for normal use and loads inherent to such use. The declared quality is guaranteed in accordance with prescribed standards. The manufacturer will bear all costs for remedying product defects during the warranty period, including transportation. The maximum repair period for defects is 45 days from the receipt of the complaint. Warranty conditions do not apply if the product is damaged during customer transport, careless handling, or improper repair. Any unjustified claims will incur costs borne by the customer. Claims must be submitted through the store where the product was purchased. The product cannot be returned to the importer without prior approval. Detailed instructions for claims can be found at this link.
For furniture, bed bases, and beds, the manufacturer ensures service and spare parts supply for 5 years from the purchase date. Authorized service for furniture: HILDING ANDERS d.o.o., Industrijska zona 11, 40323 Prelog.
Standard dimensional deviation for bed bases: -2.5 cm in length, -1 cm in width.
Foam may change color (yellowing) due to air, light, or heat exposure. Color change does not affect mattress quality.
According to Article 10 of the Consumer Protection Act, the customer has the right to object or return a shipment:
if the received shipment does not match the order
if the shipment contains an unordered product
Complaints can be submitted via email: reklamacije@hespo.hr, phone: 040/650-000, or in writing to Hilding Anders d.o.o., Industrijska zona 11, 40323 Prelog. Hilding Anders d.o.o. will confirm receipt of the complaint in writing and respond within 15 days (according to the Consumer Protection Act). Claims are accepted upon presentation of the invoice.
In case of a justified complaint, the customer is entitled to contract cancellation, a refund, or product replacement. The manufacturer covers all costs related to correcting defects, including transportation, with a maximum repair period of 45 days from complaint receipt. Warranty conditions do not apply for damage due to customer mishandling or improper repair. Unjustified claims may result in costs borne by the customer. Claims must be submitted through the store where the product was purchased. Detailed instructions for submitting claims are available here.
The Seller, in agreement with the customer, delivers goods via own delivery or courier service. The customer confirms receipt by signing the delivery note. Upon receipt, the goods must be inspected for transport damage and reported immediately. Subsequent complaints for delivery damage will not be accepted.
If the customer (or recipient) refuses to accept the shipment or is not present at the address, the shipment will be returned to the Seller, and the customer will be contacted again via phone/email about options for self-pickup or repeated delivery. Re-delivery will incur additional charges.
A guide for submitting claims can be found here. The guide explains how to file a claim, required evidence, and accelerates resolution between the customer and Hilding Anders d.o.o. Possible reasons for claims, tolerance deviations, bases for complaints, and required proof are listed.
Customers may return goods delivered incorrectly, provided the product is clean, undamaged, and unused. The product can be replaced with the correct one upon agreement.
If the wrong size was ordered, the product can only be exchanged if clean, undamaged, and unused. Re-delivery costs apply, and if unpacked, repackaging costs of €3.00 apply. The correct product will be sent upon agreement.
The Seller is responsible for material defects under Croatian law (Civil Obligations Act Articles 400–422, Consumer Protection Act). The Seller is liable for defects present at the time of risk transfer to the customer (handover to the customer or designated person, not carrier) and defects appearing afterward caused by pre-existing issues. Defects appearing within six months of risk transfer are presumed to have existed at the time of transfer unless proven otherwise.
The Customer must notify the Seller of visible defects within two months of discovery, and no later than two years from risk transfer. Defects not detectable upon ordinary inspection must be reported within two months of discovery.
The Seller is not liable for defects appearing after two years. Customer rights expire two years after notifying the Seller unless fraud prevented their exercise.
Possible remedies for material defects:
removal of the defect
delivery of a defect-free item
price reduction
contract cancellation
No liability applies for defects caused by improper use, storage, maintenance, or other negligent actions by the customer.
Under the Consumer Protection Act, customers can return products within 14 days without reason. IMPORTANT: Applies only to online store purchases!
Customers must notify the Seller before the 14-day period using a withdrawal form or unequivocal statement of intent. The Seller must confirm receipt of the withdrawal immediately.
Withdrawal form can be downloaded here.
Each party must return what it received under the contract. The customer bears no cost for exercising withdrawal rights.
The Seller must refund all payments within 14 days after receiving the returned goods or proof of shipment. The customer must return goods without delay, no later than 14 days. Unused goods (unopened) must be returned in original packaging. Customers bear direct return costs and are liable for any diminished value caused by handling beyond what is necessary to determine product nature, features, and functionality.
Exclusion of withdrawal rights applies to goods made to customer specifications or clearly personalized, and sealed goods unsuitable for return due to hygiene reasons once unsealed (Consumer Protection Act Article 79, points 3, 5).
Refund or exchange of mattresses is not possible if damaged due to improper use or storage (e.g., humid conditions). Fully intact mattresses must be sent to: Hilding Anders d.o.o., Industrijska zona 11, 40321 Prelog. The customer bears direct return costs.
Goods must be returned in the same condition as received, in original packaging (box or foil), with proper packaging prepared for courier pickup. Refunds are issued after the mattress is returned to the warehouse and using the same payment method.
The EU introduced digital contract rules to simplify and promote online sales, and the ODR platform enables dispute resolution for online purchases via this platform.
The Seller reserves the right to change these Terms of Operation at any time. Changes take effect upon publication on the website.
Name: Hilding Anders d.o.o.
Headquarters: Industrijska zona 11, 40323 Prelog
Phone: 040/650-000
Email: info@hespo.hr
Registered at the Commercial Court in Varaždin under MBS: 070027051
Fully paid share capital: €2,133,306.79
Tax number: HR98594743140
