The Law on Consumer Protection (“Official Gazette of the Republic of Serbia”, no. 62/2014, 6/2016 – other law, and 44/2018 – other law, hereinafter referred to as “the Law“), Section IV – Consumer protection in exercising rights from distance contracts and contracts concluded outside business premises, from Article 27 to Article 37 and Article 13 of this Law, shall apply to the terms of business.
By publishing the General terms of sale in the online store (hereinafter referred to as the “General Terms“), it is considered that the merchant has fulfilled the obligation to inform the consumer in accordance with Article 27, paragraphs 1 and 2, and Article 13 of the Law. The notifications from the mentioned articles of the Law are provided by the merchant to the consumer before the conclusion of the contract in accordance with Article 31 of this Law. In any case, the consumer may request the delivery of notifications by sending an email to customerservice@amaresofficial.com.
General Terms
Merchant
The merchant is JELENA NASTASIĆ PR AMARES OFFICIAL, with registered address in Belgrade (Savski venac), at Slavka Ćuruvije Street, No. 25, Republic of Serbia ID number: 67314972, Tax Identification Number: 114088117.
Consumer
The consumer is a visitor of the Merchant’s online store who selects at least one product from the Merchant’s assortment, adds it to the cart, submits the order to the Merchant, and after receiving the order confirmation, pays for the product either in cash (upon delivery of the product) or by credit card.
Ordering Products
Ordering in the merchant’s online store is done by adding products to the cart, and the order can be revoked at any time, in accordance with the General Terms. Before ordering a product, the consumer must confirm that they are familiar with the rules contained in the General Terms published on the merchant’s website located at the domain www.amaresofficial.com.
It is considered that the product is ordered, or that the sales contract is concluded, when the Merchant sends the consumer a confirmation of receipt of the order, thereby confirming that the specific product has been ordered.
A product can be ordered by a consumer who has an open user account (registered user), but also by a consumer who does not have this account (consumer as a guest). Therefore, purchasing products in the merchant’s online store is not conditioned by registration.
If the Merchant is unable to deliver the product to the consumer because the ordered product is not in stock, the Merchant is obliged to inform the consumer within 24 hours by sending a notification to the consumer’s email. In this situation, the consumer is authorized to cancel the sales contract or possibly accept a new delivery deadline. If the consumer cancels the sales contract, the Merchant is obliged to refund the consumer the amount paid
When refunding the money, the Merchant is obliged to use the same means of payment that the consumer used in the original transaction, unless the consumer explicitly agrees to the use of another means of payment and provided that the consumer does not incur any costs due to such refund.
If the consumer refuses to accept the correct and undamaged product that was previously ordered, the Merchant is authorized to demand compensation from the consumer for all handling costs related to the delivery of that product.
The Merchant is authorized to refuse the conclusion of the sales contract or to sell the product to the consumer if it is obvious that the displayed price is disproportionate to the actual price of the product and if it is an obvious error in displaying the prices resulting from a systemic and/or human error.
The stated price of the goods is the retail price. The currency is the dinar, or euro if the buyer is from abroad.
Merchant is obligated to maintain the website in accordance with the standards of professional care and is not responsible for the quality of the internet connection through which the consumer accesses the merchant’s website.
General Delivery Terms
Customer service hours of the Merchant are from 9am to 5pm, every working day. Products ordered through the online store are dispatched to the consumer within 48 hours of receiving the order. For all orders placed during the weekend, they will be sent on the first working day.
Product delivery is available nationwide in Serbia and internationally, except for Kosovo and Metohija.
The delivery time of the product depends on the time of ordering.
The aforementioned deadlines start from the moment the merchant receives the payment or when the authorization of the credit card is approved if the consumer opts for other payment methods. Saturdays and Sundays are not counted in the delivery time. The delivery time of the product cannot exceed 30 (thirty) days from the day of concluding the contract.
The cost of product delivery depends on the weight and value of the package. In the first year of the merchant’s operation, or during the promotional period from March 1, 2024, to February 28, 2025, the shipping will be free for deliveries.If the value of the ordered goods for international delivery exceeds 400 euros, the delivery is free.
The ordered product is delivered to the consumer via the courier service JP “POSTA SRBIJE” – Post Express. For efficiency and better communication between the consumer and the courier, administrators of the merchant’s online store provide the courier service with the phone number provided by the consumer when ordering the product. Additionally, in case of a complaint due to non-conformity, the consumer can return the goods to the Merchant via the mentioned JP “POSTA SRBIJE”, at the expense of the Merchant.
Once the product ordered by the consumer is handed over to JP “POSTA SRBIJE”, the Merchant will notify the Consumer via email or SMS. JP “POSTA SRBIJE” delivers shipments on working days, from 7am to 4pm. On the day of delivery of the ordered product, the consumer will receive an SMS notification, after which they will be contacted by an authorized person from the courier service.
The courier service will attempt to deliver the product to the consumer a maximum of two times. In case the first delivery attempt is unsuccessful, the courier will call the consumer at the phone number provided during the product ordering and arrange a new delivery time with the consumer. If the delivery is unsuccessful (e.g., due to the consumer not answering the specified phone number), the product will be returned to the merchant, who will contact the consumer, determine the reason for the return of the product, and possibly arrange a new delivery time. Products will be packaged in a way that prevents damage from normal handling during transportation. The consumer has an obligation to check for any visible damage on the packaging or the product itself. If any damage is found, the consumer has the right to refuse the shipment and inform the merchant accordingly. If there is no damage to the packaging, the consumer accepts the product, and the fiscal receipt will be inside the box.
Data Protection
The personal data collected by the Merchant depend on: the type of service provided to consumers, users, and clients, the intention of consumers to use the services of the Merchant, the type of contract concluded by the Merchant with the client, and the intention of consumers to exercise their rights based on legal and regulatory provisions on the protection of personal data. Primarily, these are data without which the Merchant cannot fulfill its obligations, including at least:
Information regarding the processing and protection of personal data is available within the Privacy Policy.
Payment
The consumer can pay for the ordered products using one of the following methods:
When paying by bank transfer, after the merchant verifies the payment, the order is processed, and then the product is sent to the consumer. Regarding payments made with credit/debit cards, the payment must be made at the time of order creation for the product to be delivered. Payment with credit/debit cards is secured by the SSL (Secure Socket Layer) protocol. Payment can be made with Visa, MasterCard, or Maestro cards. After filling out the order and selecting the payment method with a credit/debit card, the consumer will be automatically redirected to the website of Banca Intesa AD Beograd, where they need to enter their card details. If the transaction result is unsuccessful, the funds will not be deducted from the consumer’s account, and the order will be considered unsuccessful. The consumer can then try to pay with the credit/debit card again. Order processing begins when the payment is visible on the merchant’s account.
Exchange of Products / Complaints / Return of Goods
The consumer has the right to return the goods:
Replacement of the advertised product
The Merchant is liable for non-conformity arising from improper packaging.
The Merchant is responsible for the conformity of the goods with the contract, which existed at the time of the transfer of risk to the consumer, regardless of whether the Merchant was aware of the non-conformity. The Merchant is also responsible for the non-conformity of the goods with the contract that occurs after the transfer of risk to the consumer if it originates from a cause that existed before that moment, and if the consumer could easily detect the non-conformity, and the Merchant stated that the goods are in conformity with the sales contract.
The Merchant is not liable for the non-conformity of the goods with the contract if, at the time of conclusion of the sales contract, it was known to the consumer or could not remain unknown to him that the goods were not in conformity with the contract.
The Merchant is responsible for the non-conformity of the goods with the contract that occurs within 2 (two) years from the date of transfer of risk to the consumer, or from the date of delivery of the goods to the consumer. If the non-conformity occurs within 6 (six) months from the date of transfer of risk to the consumer, it is presumed that the non-conformity existed at the time of transfer of risk, unless it is contrary to the nature of the goods and the nature of the specific non-conformity. These deadlines do not run during the period in which the Merchant uses to remedy the non-conformity.
The consumer can declare a complaint by filling out a complaint form, which can be sent to the Merchant at the email address customerservice@amaresofficial.com or to the Merchant’s headquarters address: Slavka Ćuruvije Street No. 25, 11040 Belgrade. The Merchant is obliged to respond to the complaint without delay, and no later than within 8 (eight) days from the date of receipt of the complaint form, in writing or electronically, to the consumer’s declared complaint.
The Merchant’s response to the consumer’s complaint is delivered to the consumer in written form and 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 15 (fifteen) days from the date of submission of the complaint.
If, for objective reasons, the Merchant is unable to meet the consumer’s request within the agreed deadline, he must inform the consumer in writing about the extension of the deadline for resolving the complaint, specify the deadline for resolving it, and obtain his consent, which he is obliged to record in the register of received complaints. The extension of the deadline for resolving complaints is possible only once. The inability of the consumer to provide the merchant with the packaging of the goods cannot be a condition for resolving the complaint or a reason for rejecting the rectification of non-conformity.
In the event that it is determined during the consideration of the validity of the complaint that the delivered goods are indeed not in conformity with the sales contract, the consumer has the right to request the merchant to remedy the non-conformity, free of charge, by repair or replacement, or to request an appropriate price reduction, or to terminate the contract concerning that item.
The consumer has the right to choose that the merchant replaces non-conforming goods at no cost to the consumer.
If rectification of the non-conformity as described above is not possible, the consumer has the right to request an appropriate price reduction or termination of the contract if:
The consumer cannot terminate the contract if the non-conformity of the goods is minor.
The merchant shall proceed to rectify the identified non-conformity upon mutual signing of the complaint record, by which the consumer consents to the rectification of the identified non-conformity in one of the manners specified above.
Each replacement must be made within a reasonable time and without significant inconvenience to the consumer, taking into account the nature of the goods and the purpose for which they were acquired.
The relationships between the merchant and the buyer-legal entity, concerning the exercise of rights in the event of non-conformity, are governed by the provisions of the Law on Obligations. Any defects/non-conformities/deficiencies in the goods must be reported upon delivery, along with the attached invoice for the purchased goods, and in case of immediate notice upon detection of such deficiencies, along with the attached invoice for the purchased goods, by sending a notification in writing, by mail, with the designation “recommended.”
Dispute Resolution
The merchant and the consumer will attempt to resolve any disputes amicably and by mutual agreement. Otherwise, the competent court is determined by the place of the merchant seat.
Merchant Information
JELENA NASTASIĆ PR AMARES OFFICIAL
Address: Slavka Ćuruvije Street No. 25, 11040 Belgrade, Republic of Serbia
Business activity id: 4791
Company Registration Number: 67314972
TIN Number: 114088117
Bank Name: Banca Intesa AD Beograd
Dinar Account:
Tel:
Email: customerservice@amaresofficial.com
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