Terms of Use

Delivery and Payment

You can pay for your online order using your VISA, MasterCard, or Maestro debit/credit card. You need to select the Visa, Master, or Maestro payment method. Payment in foreign currency is not possible.

The buyer who uses the online card payment service through our website is obliged to fulfill the following conditions:

The delivery of goods is possible only within the territory of Serbia and exclusively to the address provided in the user profile. Only the cardholder can make the payment.

Conversion Statement

All payments will be made in the local currency of the Republic of Serbia – dinar (RSD). For informative display of prices in other currencies, the average exchange rate of the National Bank of Serbia is used. The amount to be charged to your card will be expressed in your local currency through conversion at the rate used by card organizations, which cannot be known to us at the time of the transaction. As a result of this conversion, there may be a slight difference from the original price listed on our website.

Delivery

Delivery is carried out via the courier service Post Express according to the price list on the website.

Complaints and Returns

In the event of returning goods and refunding funds to a buyer who has previously paid with one of the payment cards, in part or in full, regardless of the reason for the return, COMPANY NAME is obliged to make the refund exclusively through VISA, MasterCard, and Maestro payment methods, meaning that the institution, at the seller's request, will refund the funds to the cardholder's account.
The procedure for resolving complaints is carried out based on the provisions of the Consumer Protection Act (“Official Gazette of the RS” no. 62/2014) as well as the provisions of the Trade Act (“Official Gazette of the RS” no. 53/10, 10/2013). You have the right to exchange defective products if it is clearly visible that the error did not occur due to improper use but rather due to an error in production, packaging, or transportation. The deadline for responding to a complaint is 8 days from the receipt of the complaint. The deadline for resolution is 15 days from the receipt of the complaint.

In this case, the return of the goods is at our expense, and the process involves three simple steps:

Send your request to our operator at the address: caridadrojassrbija@gmail.com Be sure to include the following information:
-full name
-email address
-invoice number or cash receipt received with the goods
-a message describing the reason for the complaint
Properly pack the items intended for return to prevent damage during transport.
Once the damaged goods arrive at our premises and the justification for the complaint is verified, the correct item will be delivered to your address.
If the item is no longer available in our offer, a refund will be issued. The replacement of a damaged item is at the seller's expense and is done through the appropriate courier service.
You can leave the goods personally at the retail outlet of COMPANY NAME.

Privacy Protection

On behalf of COMPANY NAME, we commit to preserving the privacy of all our customers. We collect only necessary, basic data about customers/users and data necessary for business and informing users in accordance with good business practices and for the purpose of providing quality service. We give customers the opportunity to choose, including the option to decide whether they want to be deleted from mailing lists used for marketing campaigns. All customer/user data is strictly kept and is available only to employees who need such data to perform their job. All employees of COMPANY NAME (and business partners) are responsible for complying with the principles of privacy protection.

In case of any change in personal data (e.g., place of residence, delivery address) recorded during registration, the Buyer is obliged to inform COMPANY NAME about the change. In case of a change that is not notified, COMPANY NAME is not responsible for any defects regarding the order or delivery of the product.

Protection of Confidential Transaction Data

When entering credit card data, confidential information is transmitted through a public network in a protected (encrypted) form using SSL protocol and PKI system, as the currently most advanced cryptographic technology.

Data security during purchase is guaranteed by the payment card processor, so the entire payment process is carried out on the processor's pages. At no time are credit card details available to our system.

Consumer Rights and Obligations

Notice of Consumer Rights and Needs
The Seller is obliged to inform the consumer (buyer) about the basic characteristics of the product being purchased, the price, payment method, method and deadline of delivery, and the manner of fulfilling other contractual obligations, the existence and terms of after-sales services and warranties, the existence of the Seller's legal liability for non-conformity of the product to the contract, the procedure for filing a complaint, especially the place of receiving and the procedure for handling them, as well as the conditions relating to the exercise of consumer rights based on conformity. If the delivered product is not in conformity with the contract, the Consumer, after notifying the Seller of the non-conformity, has the right to request the Seller to remedy the non-conformity by replacement, or to request an appropriate price reduction, or to terminate the contract with respect to that product. If remedying the non-conformity is not possible, the Consumer has the right to request an appropriate price reduction or to terminate the contract.
The Consumer may file a complaint to assert their rights due to non-conformity of the product to the contract and rights based on warranty, as well as due to incorrectly calculated prices and other defects, in the manner described in the complaint handling procedure. The Seller is obliged to respond to the Consumer's complaint in writing or electronically without delay, but no later than within eight days from the date of receipt of the complaint. The Seller's response to the complaint must contain a decision on whether to accept the complaint, an explanation of the Consumer's request, and a specific proposal and deadline for resolving the complaint. The deadline for resolving the complaint cannot exceed 30 days from the date of filing the complaint.
The Seller is obliged to act in accordance with the decision, proposal, and deadline for resolving the complaint, provided that they have obtained the Consumer's prior consent. Therefore, the Consumer will provide their consent in the shortest possible time from the moment of receiving the Seller's response to the complaint, so that the Seller can resolve the complaint within the aforementioned legal deadline. Failure to timely obtain the Consumer's consent shall be considered one of the objective reasons why the Seller is unable to comply with the Consumer's request within the legal deadline.
If, for objective reasons, the Seller is unable to comply with the Consumer's request within the agreed deadline, they are obliged to inform the Consumer about the extension of the deadline for resolving the complaint and specify the deadline within which it will be resolved, as well as to obtain the Consumer's consent, which the Consumer will provide in the shortest possible time. The deadline for extending the deadline for resolving complaints can only be extended once.
Conformity is given solely for the conformity of the product, not for its functionality, as it is assumed that the Consumer is familiar with the technical characteristics of the product, so conformity refers to the fact that the chosen product will meet the Consumer's requirements within the declared technical capabilities prescribed by the manufacturer. The Consumer is expected not to subject the purchased product to harmful effects (tobacco smoke, extremely dusty rooms, extremely cold or extremely hot rooms, etc.). Any irregularities caused by such treatment of the product will be rectified solely at the expense of the Consumer.
The right to conformity cannot be exercised if the damage or defect of the product occurred due to transportation after delivery, force majeure (flood, earthquake, fire, etc.), improper use, failure to comply with the manufacturer's instructions and recommendations for product use, any mechanical damage to the product caused by the fault of the Consumer or a third party for whom the Seller is not responsible, if the product is returned without a fiscal receipt or other proof of purchase from the Seller. The Consumer is obliged to check the completeness and physical integrity of the purchased product upon receipt. Subsequent complaints regarding completeness and physical integrity will not be accepted.
Additional information can be obtained by calling the phone number 0601463163 every working day from 09:00 to 18:00 or by sending an email to caridadrojassrbija@gmail.com.