Terms and Conditions

1. General Information

2. Terms of Use

1. Scope of Application: These Terms of Use define in detail the rules and regulations relating to the use of the online store maintained by {businessName} (hereinafter "Merchant"). Any natural or legal person who accesses or uses this platform expresses their full acceptance and agreement with all provisions of these Terms of Use.
2. Intellectual Property: The content of this online store, including textual, visual, and audio materials, is protected by international and domestic copyright and intellectual property laws. Any unauthorized use, distribution, reproduction, or modification of materials from this website, without explicit written permission from the Merchant, constitutes a violation of these Terms and is subject to legal sanctions.
3. Access Restriction: The Merchant reserves the absolute right to modify, restrict, or terminate access to any segment or the entire website without prior notice, for the purpose of maintenance, improvement, or protection of the site.
4. User Responsibility: Each user is personally responsible for all activities they undertake on the site or platform. By using this platform, the user agrees to behave in accordance with applicable legal regulations, these Terms, as well as generally accepted moral and ethical standards.
5. Modifications and Supplements: The Merchant continuously works on improving the site and may, without prior notice, modify, supplement, or remove any segment of the site, including products, prices, descriptions, and terms of use.
6. Links to Other Websites: The internet platform or store may contain links to other internet pages. These links exist to facilitate access to information, and the Merchant does not assume responsibility for the content, accuracy, or security of these sites.
7. Disclaimer: The Merchant makes maximum efforts to provide accurate and up-to-date information, but cannot guarantee the absolute accuracy of all data on the site. Additionally, the Merchant is not responsible for any direct or indirect damages that may arise as a result of using the site.
8. Dispute Resolution: In order to efficiently resolve all disputes that may arise from the use of this online store, the parties will try to first find a solution through mediation. If mediation does not lead to an agreement, the dispute will be resolved before the competent court of the Republic of Serbia.
9. Final Provisions: If any provision of these Terms is declared invalid or unenforceable, such provision shall be considered severed and shall not affect the validity and enforceability of the remaining provisions.

3. Privacy Policy

1. Data Collection: The Merchant commits to carefully and responsibly managing the personal data of users who use this online store. Personal data may be collected during the ordering process or communication with users.
2. Types of Data: Collected personal data may include, but are not limited to, first name, last name, address, email address, phone number, and payment data. We may also automatically collect certain technical information, such as IP addresses, browser type, and operating system.
3. Purpose of Data Collection: Personal data is collected to enable order processing, delivery of products or services, as well as to provide quality customer support. Additionally, the Merchant reserves the right to use the collected data to inform users about promotions, new products, or important notifications.
4. Data Protection: On behalf of ENERGO ETIL DOO, we commit to protecting the privacy of all our customers. We collect only necessary, basic data about customers/users and data necessary for business operations and informing users in accordance with good business practices and with the aim of providing quality service. We give customers the choice, including the ability to decide whether or not they want to be removed from mailing lists used for marketing campaigns. All data about users/customers is strictly protected and available only to employees for whom such data is necessary for performing their job. All employees of ENERGO ETIL DOO (and business partners) are responsible for respecting privacy principles.
5. Protection of Transaction Data: When entering payment card data, confidential information is transmitted through the public network in a protected (encrypted) form using SSL protocol and PKI system, as the currently most advanced cryptographic technology. The security of data during purchase is guaranteed by the payment card processor, Banca Intesa ad Belgrade, so the complete billing process is performed on the bank's pages. At no time is payment card data available to our system.
6. Data Sharing: Users' personal data will not be shared or sold to third parties without the prior consent of the user, except in cases where it is legally required or when it is necessary for the execution of the service.
7. User Rights: Users have the right to request access, correction, deletion, or restriction of processing of their personal data. They also have the right to data portability and the right to object to the way their data is processed.
8. Data Retention: Users' personal data will be kept only as long as necessary to achieve the purpose for which it was collected, which refers to the delivery of goods, but also to the further storage of data in order to improve the quality of our services, personalized offers to consumers, etc., unless otherwise prescribed by law.
9. Privacy Policy Changes: The Merchant reserves the right to modify this Privacy Policy in accordance with changes in legislation or the business environment. All changes will be published on the website.
10. Contact: For all questions or requests regarding this Privacy Policy, users can contact the Merchant through the contact information provided in the General Information.

4. Payments

1. Payment Acceptance: The Merchant provides multiple options for paying for products or services. These options include, but are not limited to, payment by cards (debit or credit), cash on delivery (cash or cards), and payment via IPS systems.
2. Payment Security: The security of our users is our primary concern. All financial data and transactions are protected by the most advanced encryption technologies and security protocols. Our platform collaborates with the renowned payment service provider PAYSPOT, as well as the secure, PCI-compliant online payment system ALLSECURE and Intesa AD Bank to ensure the security of each transaction.
3. Payment Costs: Payment costs, including processing and delivery fees, may vary depending on the chosen payment method and delivery location. Details about these costs will be transparently displayed during the ordering process.
4. Currency 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 middle exchange rate of the National Bank of Serbia is used. The amount your payment card will be charged 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 is a possibility of a slight difference from the original price listed on our website.
5. VAT: VAT is included in the price, and there are no hidden costs.
6. Payment Confirmation: After a successfully completed transaction, the user will receive a payment confirmation via email. The confirmation will contain details about the ordered products or services.
7. User Responsibility: The user is responsible for the accuracy and completeness of the information they provide during the payment process. The Merchant will not be responsible for any errors in entering information that may lead to problems in processing the payment or delivery of the order.
8. Refund: In case of a need for a refund, the user can contact the Merchant through the contact information provided in the General Information. The refund will be processed in accordance with applicable laws and the Merchant's policy.
9. Payment Abuse: Any abuse or attempts at fraud related to payment will be reported to the relevant authorities in accordance with legal provisions.
10. Payment Method Changes: The Merchant reserves the right to modify or supplement available payment methods at any time without prior notice.

5. Delivery

1. Types of Delivery: The Merchant offers various options for product delivery that are available to users. These options include standard delivery, expedited delivery, and other specific options that may be offered in accordance with user needs.
2. Delivery Costs: Delivery costs will vary depending on the chosen delivery method, weight and dimensions of the product, as well as the delivery location. All relevant information about delivery costs will be transparently displayed during the ordering process.
3. Delivery Times: The Merchant will strive to deliver products in the shortest possible time. Expected delivery times will be indicated during the ordering process; however, the Merchant disclaims all responsibilities due to delays caused by third parties (partner courier services, etc.), as well as due to unforeseen circumstances.
4. Pickup Rule: Upon delivery to the user's address, the user is responsible for receiving and signing for the delivery. In case of inability to receive, the user should provide authorization to a third party.
5. Damaged or Lost Products: In case the user notices that the delivered product is damaged or lost during transport, they should immediately notify the Merchant for initiating the problem-solving procedure.
6. Delivery Changes: The user can modify delivery details or address before the products are issued for delivery, if technically possible.
7. International Delivery: The Merchant may offer international delivery depending on the user's location and products. Users are responsible for complying with all customs and tax obligations in their country.
8. Product Return: Details about product return conditions, including deadlines and procedure, will be listed in the Refund section of this document.

6. How to Buy

1. Product Overview: Users can browse a wide selection of products in our online store. Products are clearly presented with detailed information, including prices, descriptions, and availability.
2. Adding Products to Cart: When a user finds a product they want to purchase, they can simply add it to their cart. The cart allows for reviewing and managing ordered products.
3. Ordering Process: After all desired products have been added to the cart, the user can start the ordering process. During this step, the user will be asked to enter relevant information, including delivery address and chosen payment method.
4. Order Confirmation: After successfully completing the ordering process, the user will receive an order confirmation via email. The confirmation will contain order details, including selected products, prices, and expected delivery times.
5. Order Tracking: Users can track the status of their order through the appropriate page for which they received a link with confirmation of successful order, or contact our customer support team for additional information.
6. Order Cancellation: If the user wishes to cancel the order before delivery, they can do so through the contact information provided in the General Information of this document. In case cancellation is not possible, the Seller is not responsible for the costs of courier services for the purpose of returning the goods.
7. Questions and Support: For all additional questions or support needed during the buying process, users can contact our customer support team.
8. Assistance for Users with Special Needs: The Merchant strives to provide access to people with special needs and enable them to shop easily. If you have special requirements or needs, feel free to contact us so we can assist you.

7. Complaints

1. Right to Complain: Users have the right to submit a complaint in case they are not satisfied with the purchased product or provided service. The complaint may relate to product defects, malfunction, or any other problem that is not in accordance with the promised characteristics.
2. Complaint Submission Deadline: Users are required to submit a complaint within a reasonable time after noticing the defect or problem. The deadline for submitting a complaint will be clearly stated in the Terms of Use.
3. Complaint Submission: It is possible to submit a complaint through the contact information provided in the General Information of this document. In order for the complaint to be accepted and forwarded for further consideration, it is necessary to provide a detailed description of the problem, order information, and contact details.
4. Complaint Response: The Merchant will, in the shortest possible time, and in accordance with the laws of the Republic of Serbia, respond to the complaint. The response may include a solution to the problem, a refund, or other appropriate measures.
5. Complaint Tracking: Users can track the status of their complaint through the appropriate section of our website or contact our customer support team for additional information.
6. User Rights: Users retain all their statutory rights regarding complaints and consumer protection.
7. Dispute Resolution: In case of disagreements or disputes between the Merchant and the user that are not resolved through the complaint procedure, the parties will try to reach an amicable solution. Otherwise, the competent court of the Republic of Serbia has jurisdiction.

8. Refunds

1. Right to Refund: Users have the right to request a refund in certain situations in accordance with the trade law of the Republic of Serbia.
2. Refund Conditions: A refund may be approved in the following cases: The product is defective or does not match the description. The product did not arrive within a reasonable time (14 days) or was lost during delivery. Other situations that are specified in the Terms of Use.
3. Refund Request Deadline: Users are required to submit a refund request in accordance with the deadline specified in the Terms of Use.
4. Refund Request Submission: A refund request can be submitted through the contact information provided in the General Information of this document. It is necessary to provide a detailed description of the reason for the request, order information, and contact details.
5. Refund Request Response: The Merchant will, in the shortest possible time, and in accordance with the laws governing this area, respond to the refund request. The response may include approval of the refund, product replacement, or other appropriate measures.
6. Refund Execution Deadline: After approval of the refund, the Merchant will execute the refund in the shortest possible time, in accordance with applicable laws and procedures.
7. Refund Tracking: Users can track the status of their refund request by contacting our customer support.
8. Monetary Refund: In case of returning goods and refunding the buyer who previously paid by one of the payment cards, partially or in full, and regardless of the reason for the return, ENERGO ETIL DOO is obliged to make the refund exclusively through VISA, EC/MC, Maestro, Amex, and Dina payment methods, which means that the bank will, at the request of the seller, make a refund to the card user's account.
9. Refund Policy Changes: The Merchant reserves the right to modify or supplement the Refund Policy in accordance with changes in legislation or the business environment. All changes will be timely published on the Merchant's website.

9. Exchanges

1. Right to Exchange: Users have the right to request a product exchange in certain situations in accordance with the Product Exchange Policy.
2. Exchange Conditions: Product exchange may be approved in the following cases: The product is defective or does not match the description. The product arrived damaged or was lost during delivery. The user requests a product exchange instead of a refund.
3. Exchange Request Deadline: Users are required to submit an exchange request in accordance with the deadline specified in the Terms of Use.
4. Exchange Request Submission: An exchange request can be submitted through the contact information provided in the General Information. It is necessary to provide a detailed description of the reason for the request, order information, and contact details.
5. Exchange Request Response: The Merchant will, in the shortest possible time, and in accordance with the laws governing this area, respond to the exchange request. The response may include approval of the product exchange or other appropriate measures.
6. Exchange Execution Deadline: After approval of the exchange, the Merchant will execute the exchange in the shortest possible time, in accordance with applicable laws and procedures.
7. Exchange Tracking: Users can track the status of their exchange request by contacting our customer support.
8. Exchange Policy Changes: The Merchant reserves the right to modify or supplement the Exchange Policy in accordance with changes in legislation or the business environment. All changes will be timely published on the Merchant's website.

10. Right to Withdraw

1. Right to Withdraw: Users have the right to withdraw from the purchase in accordance with applicable laws and the Right to Withdraw Policy.
2. Withdrawal Conditions: The right to withdraw can be exercised in the following situations: The user has the right to withdraw from the purchase within 14 days from the day of receiving the product without stating a reason. The product must be returned in undamaged condition, in the original packaging, with all accompanying documents.
3. User Obligation: The user is obliged to notify the Merchant of their intention to withdraw from the purchase through a clear statement (email or similar). The user is also responsible for the costs of returning the product.
4. Refund: After notification of withdrawal, the Merchant will make a refund to the user in the amount of the product price within 14 days from the day of receiving the notification of withdrawal.
5. Exceptions to the Right to Withdraw: The right to withdraw will not be applied in cases where the products are customized to the specific requirements of the user or if the product is opened and not suitable for return due to sanitary or hygienic reasons.
6. Withdrawal Tracking: Users can track the status of their right to withdraw request by contacting our customer support.
7. Withdrawal Policy Changes: The Merchant reserves the right to modify or supplement the Right to Withdraw Policy in accordance with changes in legislation or the business environment. All changes will be timely published on the Merchant's website.