GENERAL TERMS OF BUSINESS
General Terms of Business of the company “Eugen Chocolate” Ltd, Gložan for sales made online, have been compiled in accordance with the Consumer Protection Law. Due to the nature of the business, online sales are quickly recorded and changed. The recommended retail prices of “Eugen Chocolate” Ltd are available on the website. The Internet price is the one that is valid during the online purchase with paying a total amount in cash. The images of the items available on the website may differ from their actual appearance.
Payment is made upon collecting the product or via payment card (delivery provided to the requested address by an external courier service, on the territory of the Republic of Serbia).Payment upon collecting the product will be made to the external courier service, as soon as the shipment is delivered. Upon delivering the goods, the external courier service is obliged to submit the fiscal receipt and the accompanying documentation to the buyer. The buyer will use the accompanying documentation to confirm that the goods have been appropriately delivered.
Payment via payment card can be made with DINA, VISA, MasterCard, Maestro and the American Express payment cards. When purchasing with your payment card, funds in the amount of your purchase order will be reserved. The seller reserves the right to check the legitimacy or validity of the payment card, as well as some further information of the buyer. When paying online by card, the card data entry is made on the Bank’s secure website, and the funds are transferred in a protected (encrypted) form, therefore Eugen Chocolate Ltd, at no time, has access to the buyer’s sensitive data. As a result, the company cannot be held responsible for their misuse.
Prices provided on the website include VAT. Prices are valid at the time of the order placement and in the case of payment by the abovementioned payment methods. The prices are expressed in dinars.
Quoted prices do not include costs of delivery of goods to the buyer’s address.
Goods ordered online are delivered by an external courier service to the requested address. Delivery for all products is made within two to three working days and sometimes longer, depending on the location of the buyer. In case you do not receive the goods within a specified period, you need to contact us by phone or e-mail. Delivery is not limited by amount and quantity. Delivery is made on weekdays. It is possible to specify a different address for delivery from the one you live at, e.g. workplace address. Delivery is not made on Saturdays and Sundays. Suspicion of abuse or violation of any of the Terms and Conditions of Use entails deleting the consumer from the database of the online store and disabling new orders.
Delivery costs for all orders under 3000 dinars is 300 dinars. Delivery is free for all purchase orders over 3000 dinars, from Serbia.
RIGHT TO WITHDRAW FROM PURCHASE - RETURN OF GOODS
Before purchasing the goods, the buyer is obliged to inspect the goods, check for any damage and immediately report to the worker who delivered the goods, as well as to refuse to receive the delivered goods that are damaged. The risk of accidental loss or damage to the goods after delivery to the buyer is borne by the buyer or consumer. In case of withdrawal from the contract, the buyer bears the cost of returning and is entitled to a refund or exchange for another product. The money is returned to the buyer upon reception of the product and after it is determined that the product is undamaged and that it works properly. The buyer is responsible for defects or damage of the goods that are a result of inadequate handling, ie. the buyer is solely responsible for the impaired value of the product that is a result of handling the goods in a way that is not adequate. If it is determined that a defect or damage to the product has occurred through the fault of the buyer, the refund will be denied and the product will be returned to the buyer at their expense.
The manufacturer is responsible for the quality of the goods. The quality of the service (in terms of timely delivery of goods) is the responsibility of the external courier service. For all objections that the buyer has regarding the delivery of goods, it is necessary to call the headquarters of the manufacturer or the emergency courier service.
The procedure for resolving the complaint is carried out on the basis of the provisions of the Law on Consumer Protection (“Official Gazette of RS” No. 62/2014) as well as the provisions of the Law on Trade (“Official Gazette of RS” No. 53/10, 10/2013).
You have the right to replace defective products if it is clearly visible on the product that the error was not caused by improper use but that there was an error in production, packaging or transport.
Deadline for responding to the complaint is 8 days from the day the complaint was received. The deadline for resolving is 14 days from the day the complaint was received.
Returns are made at our expense, and registration is completed in three steps:
- Send your request by e-mail firstname.lastname@example.org
Be sure to provide the following information:
Name and surname;
The invoice or cash account number that came with the goods;
Pictures of the product and a message describing the reason for the complaint.
- Item intended to be returned – put in a package, so that there is no damage in transport. Be sure to attach the invoice or cash account, and write “complaint” and the number of the document you received on the package. Please do not forget to enclose the original document (invoice or cash account) because, without it, we are not able to replace the goods.
- After the damaged goods arrive at our premises and the complaints are checked, the correct item will be delivered to your address. If the item is no longer in the offer, a refund will be made in accordance with the return agreement with the buyer.
Replacement of a damaged item is at the seller’s expense and is performed through the external service. You can also leave the goods in person at the sales facility “Eugen Chocolate Ltd.
Services provided by “Eugen Chocolate” Ltd Gložan store do not include the costs of you using computer equipment and other electronic devices and services to access our website. “Eugen Chocolate” Ltd is not responsible for the costs of telephone, Internet or any other costs that may be incurred when ordering or viewing the website.