2. Offer and Contract Conclusion

2.1. All offers by ROSKA d.o.o. are non-binding and subject to change until the agreed advance payment is received. Illustrations, quantities, measurements, product specifications, appearance, prices, and conditions in brochures, catalogs, and similar materials are indicative only.

2.2. An offer or sale is considered accepted or completed, and the buyer’s order given, once the agreed advance payment has been received. If the buyer withdraws from the confirmed order or contract, ROSKA d.o.o. is entitled to full payment of 100% of the material value per the originally accepted offer or contract, as well as any incurred costs. Paid advances are non-refundable, as the client has knowingly entered into the contract under the General Terms and triggered all related procedures.

2.3. If ROSKA d.o.o. also provides the service of floor or parquet installation, the buyer is obligated to pay the full value of the material before delivery.

The flooring or parquet will be delivered to the site only after full payment is received. The remaining payment for services must be settled immediately upon completion, unless otherwise agreed.

2.4. Written or electronic statements and invoices from ROSKA d.o.o. are deemed received by the buyer once sent via email to the buyer’s known address or the day after being sent by post, or when ROSKA d.o.o. makes them available for collection under normal conditions. The buyer agrees to receive all business documentation, invoices, etc., in electronic form or by mail.

2.5. The buyer must check quantities, measurements, specifications, prices, and conditions immediately upon receiving the offer. If the buyer does not notify ROSKA d.o.o. in writing of any discrepancies within five calendar days after confirming the offer with advance payment, the offer and execution are considered agreed and binding. Advances are non-refundable.

2.6. Plans, sketches, technical solutions or proposals, and samples created or processed by ROSKA d.o.o. are the intellectual property of ROSKA d.o.o. If the contract is not concluded, these services, as well as the prepared estimates or offers, are chargeable.

3. Transfer of Risk

3.1. Delivery deadlines are non-binding and begin once all technical and other details are provided, the agreed prepayment is made, and all execution-related specifics are clarified. Delays in delivery do not constitute sufficient grounds for contract termination, nor can they be used as a basis for warranty claims, claims for rescission due to error, or claims for damages.

3.2. In the event of any operational disruptions at ROSKA d.o.o. or its suppliers, natural disasters, strikes, or other circumstances beyond ROSKA d.o.o.’s control, which cannot be prevented or foreseen, the company is entitled to an extended delivery period without the buyer having the right to assert warranty claims, claims for rescission due to error, or claims for damages. This also applies if such circumstances arise while ROSKA d.o.o. is already in delay.

3.3. Deliveries may be made early or partially. Each early or partial delivery may be treated and invoiced as a separate delivery.

3.4. If the buyer fails to accept the delivery or partial delivery or has not prepared or undertaken necessary actions for delivery, all negative consequences shall be borne by the buyer. ROSKA d.o.o. reserves the right to store the goods at the buyer’s expense, in which case the risk of accidental loss or damage transfers to the buyer. Storage fees will be charged at a minimum of 3% of the offer or invoice amount starting from the beginning of the month. Alternatively, ROSKA d.o.o. may grant an additional three-day deadline for the buyer to collect the goods and then withdraw from the contract. In such a case, the buyer is liable to reimburse all damages caused to ROSKA d.o.o., which also reserves the right to retain the advance payment. If the buyer fails to collect the flooring or parquet, it will be returned to the manufacturer. The buyer shall cover return costs amounting to 20% of the material’s value as per the offer.

3.5. A complaint regarding a partial delivery does not entitle the buyer to refuse the remaining delivery.

3.6. Upon handing over the goods to the buyer at the location specified in the offer or as subsequently agreed, the risk of accidental loss or damage transfers to the buyer. If transport is organized by the buyer, all delivery risks are borne by the buyer. The risk also transfers to the buyer in case of delays in dispatch caused by the buyer. In such cases, risk transfers on the day the goods are prepared for shipment—even if the buyer fails to collect them for any reason, including identified deficiencies.

3.7. Modifications to the services by ROSKA d.o.o., as well as deviations in measurements, weight, colors, and samples, are acceptable to the buyer if professionally executed. This also applies to subsequent deliveries.

4. Floor Covering or Parquet Installation Service

4.1. The installation of floor covering or parquet begins with the acceptance of the screed, which must be properly prepared by the client for the start of installation.

If the screed is not suitable for laying the floor covering or parquet, the installation will not proceed, and the customer will be notified immediately. In this case, the customer must correct the screed. If the customer has underfloor heating, a drying protocol for the heated screed must be carried out before the actual installation. Instructions for the drying protocol must be obtained by the customer from the underfloor heating manufacturer. If the protocol is not performed, any subsequent defects in the floor covering or parquet are considered a consequence of an insufficiently dry screed, and ROSKA d.o.o. bears no responsibility.

4.2. In the room where the floor covering or parquet is being installed, the customer must ensure humidity between 40–60%, and the room temperature must be at least 15°C.

4.3. All additional work not included in the original offer will be recorded on the acceptance documents and additionally charged upon completion.

4.4. After the service is completed, the customer must sign the acceptance documents provided by the contractor. By signing, the customer confirms that the work has been carried out without defects and accepts the floor covering or parquet. Unless otherwise agreed in advance, the signed documents serve as the official acceptance documents, confirming the customer’s acceptance of the product.

4.5. The customer is obligated to inspect the floor covering or parquet in the usual way as soon as possible and to report any obvious defects to ROSKA d.o.o. in writing within 8 days, or immediately in the case of commercial contracts, otherwise the customer forfeits their rights regarding defects. If the inspection is conducted in the presence of both the customer and a ROSKA d.o.o. representative, the customer must immediately communicate any objections regarding visible defects, otherwise forfeiting their rights. If the customer moves in before submitting a written complaint about installation-related defects, the right to claim those defects is forfeited. If the product is no longer available, it will be replaced with an equivalent item from the current production program of the manufacturer whose material was installed.

4.6. The warranty is valid only if the complaint is submitted in writing within 8 days of the defect’s occurrence, and with the original and fully paid invoice.

4.7. The warranty period for the floor covering or parquet installation itself is 2 years. The warranty period starts from the date of acceptance (service completion date). In case of unauthorized interference with the product, the warranty is automatically void.

4.8. The warranty on the installation of floor covering or parquet does not apply in the following cases:

• Scratches on lacquer caused by blunt objects (e.g., moving furniture, office chairs)

• Liquid spills

• Use of inappropriate cleaning detergents

• Poor waterproofing of the screed or transitions

• Cracks in the screed caused by ground movement (settling) or other factors

4.9. In case of a justified complaint, ROSKA d.o.o. will replace the unsuitable material and/or remedy the installation deficiencies free of charge. ROSKA d.o.o. reserves the right to repair individual boards or panels.

4.10. The warranty applies only to the quantity (area) where the defect was officially recorded and not to the entire surface.

5. Warranty, Guarantee, Limitation of Liability

5.1. ROSKA d.o.o. guarantees for a period of 6 months from the transfer of risk that the delivered goods and materials comply with current technical requirements and the expressly agreed characteristics.

5.2. In order to assert warranty rights and claims for damages, the customer must prove that the defect existed at the time of delivery or transfer of risk, or is the result of a cause that already existed at that time.

5.3. The customer is obliged to inspect the received goods in the usual way as soon as possible and notify ROSKA d.o.o. in writing of any apparent defects within 8 days, or immediately in the case of commercial contracts, otherwise forfeiting the right to claim. If the inspection is carried out in the presence of both the customer and a representative of ROSKA d.o.o., the customer must immediately report any objections regarding visible defects, otherwise the right to claim is forfeited. If, after accepting the goods, a defect is found that could not have been noticed during a normal inspection (hidden defect), the customer must notify ROSKA d.o.o. in writing within eight days of discovering the defect, or immediately in commercial contracts, otherwise the right is forfeited. ROSKA d.o.o. is not responsible for defects discovered more than six months after delivery.

The notification of the defect must describe the defect precisely and allow ROSKA d.o.o. to inspect the goods. In the case of a justified and timely complaint, ROSKA d.o.o. will offer to remedy the defect, replace the goods, issue a credit note, or reduce the price. Other customer claims—such as rescission, revocation due to error, or consequential damages (e.g., damage to property, personal injury, lost profits)—are not justified, even in the case of delays.

5.4. The product quality warranty applies under the following conditions:

• The warranty is valid for KEROWOOD, Stöckl, Meyer, Feelgreen, and Požgaj group products purchased or installed in Europe after November 2017. It begins on the purchase date.

• The warranty applies to hidden defects in floor coverings or parquet that result from material or manufacturing defects and appear within the warranty period. Visible defects must be reported before installation.

• The warranty applies only to use in private areas under normal use, excluding wet or humid rooms.

5.5. A 30-year warranty is provided for parquet delamination, specifically for rustic floorboards and two-layer or three-layer glued parquet.

5.6. The floor covering/parquet warranty cannot be enforced in the following cases:

• Improper cleaning or maintenance (contrary to care instructions)

• Improper installation (contrary to installation instructions)

• Standing water

• Insect infestation

• Accidents or force majeure

5.7. Visual imperfections in floor coverings/parquet, such as:

• Seasonally caused gaps or board deformation

• Color changes due to light exposure

• Wear of the top protective layer

• Mechanical damage (dents, scratches, damage from heels, stones, pets)

• Stains caused by improper handling, use, or storage
  are not considered warranty defects.

5.8. Claims related to dismantling, reinstalling, or reimbursement of costs or damages caused by defective products will not be accepted. No warranty rights apply to used goods, repairs, renovations, or alterations.

5.9. The customer must immediately inspect deliveries and services by ROSKA d.o.o. to identify any damage or quantity discrepancies. Complaints must be submitted in writing immediately or no later than three days after delivery. This excludes warranty and damage claims. Quantity deviations of up to +/- 10% do not entitle the customer to price reductions or damage claims.

5.10. Complaints not submitted in writing will not be considered. The customer forfeits warranty or damage claims if the delivered goods are processed, installed, used improperly, or installed unprofessionally.

5.11. Improvements, attempted improvements, or additional deliveries do not extend or reset the 6-month warranty period if carried out after the warranty period.

5.12. Defects or claims do not entitle the customer to withhold payment (in whole or in part) of invoices issued by ROSKA d.o.o., nor to raise objections due to improper contract performance.

5.13. All warranty or damage claims become void if the customer or any third party commissioned by them handles, installs, maintains, or repairs the goods unprofessionally.

5.14. ROSKA d.o.o. is liable for damages to the customer or third parties only in cases of intentional harm or gross negligence comparable to intentional harm. The customer must prove fault. ROSKA d.o.o. is not liable for damage resulting from defects, indirect damages, legal costs, lost profits, or temporary or permanent loss of usage rights.

5.15. ROSKA d.o.o. is not obliged to check the correctness, appropriateness, or compatibility of documents provided by the customer (e.g., plans, drawings, technical descriptions, permits). The customer is responsible for ensuring that submitted documents match the ordered service. ROSKA d.o.o. is not required to conduct special measurements or assess the current conditions (e.g., existing buildings, preparatory work). ROSKA d.o.o. is not liable for negative consequences resulting from visible or hidden defects in customer-provided documentation, materials, or incorrect customer instructions.

5.16. ROSKA d.o.o. is not liable for damage to the customer’s company property.

5.17. All claims for compensation or product liability are limited to the net value of the individual contract item. Claims must be asserted in court within 6 months of learning about the incident, otherwise, they expire.