GENERAL TERMS AND CONDITIONS OF BUSINESS AND PURCHASE

1. INTRODUCTION

Before accessing the Bozi online store available at ladyb.world (hereinafter: the “Website”), please carefully read these General Terms and Conditions of Business and Purchase (hereinafter: the “General Terms”).

These General Terms regulate the conditions for using the Website, as well as the rights and obligations related to the purchase and sale of products through the online store organized by Beonova d.o.o. Beograd – Novi Beograd (hereinafter: the “Merchant”).

The General Terms specifically regulate:

· conditions for purchasing products;

· method and procedure for resolving complaints;

· the Customer’s right to withdraw from a distance contract;

· other rights and obligations of the Customer in accordance with the Consumer Protection Act.

These General Terms apply to all content and services available on the Website.

By using the Website, and especially by placing an order, it is considered that the Customer is familiar with these General Terms and fully accepts them.

Before concluding the contract, all relevant information prescribed by the Consumer Protection Act is made available to the Customer in a clear and understandable manner, including the main characteristics of the products, price, delivery costs, payment method, delivery deadline, and the right to withdraw from the contract.

The Merchant reserves the right to amend or supplement these General Terms at any time. Amendments shall enter into force on the day of publication on the Website and shall apply to orders placed after that moment.

Customers are advised to periodically review the General Terms in order to stay informed about any possible amendments.

2. DEFINITIONS

For the purposes of these General Terms, the following terms shall have the following meanings:

Merchant – Beonova d.o.o. Beograd – Novi Beograd, a company established and registered in accordance with the regulations of the Republic of Serbia, with its registered office at Danila Lekića Španca 31, Belgrade – Novi Beograd, registration number: 20897619, tax identification number (PIB): 107921013, whose principal activity is 4771 – Retail sale of clothing in specialized stores, contact phone: 011/3180-979, e-mail: office@beonova.rs

Website – the website available at ladyb.world;

Customer – a natural or legal person purchasing Products through the Website;

Consumer – a natural person purchasing products for purposes not intended for their business or professional activity, within the meaning of the Consumer Protection Act;

Products – goods offered and sold by the Merchant through the Website.

3. PRODUCT ORDERING

This section of the General Terms regulates the conditions under which the Merchant sells, and the Customer purchases, Products through the Website.

Before initiating the ordering process, all relevant information about the product is made available to the Customer in a clear and understandable manner, including its main characteristics, price, delivery costs, delivery deadline, and available payment methods.

Ordering products through the Website is performed by selecting the desired product, its size and quantity, adding it to the cart, after which the Customer follows the steps to complete the purchase.

By clicking the button confirming the order, which is clearly marked in a manner from which it unequivocally follows that submitting the order implies an obligation to pay (e.g. “Order and Pay”, “Buy Now”, “Confirm Purchase” and similar), the Customer expressly confirms that they accept the obligation to pay for the ordered goods.

The purchase of products is not conditioned by registration on the Website, and therefore the Customer may place an order as a registered user or as a guest.

The sales contract shall be considered concluded at the moment when the Merchant sends the Customer confirmation of acceptance of the order via e-mail.

The Merchant reserves the right to refuse or cancel an order in the event of product unavailability, an obvious pricing error, or other justified reasons, of which the Customer shall be informed in a timely manner.

If the Merchant is unable to deliver the ordered product, the Customer shall be informed thereof via e-mail, and in such case the contract shall not be concluded.

After the purchase has been completed, the Customer shall receive order confirmation via e-mail, together with the order identification number.

The Merchant shall provide the Customer with confirmation of the concluded contract on a durable medium, together with all legally prescribed notices and the withdrawal form.

If communication between the Customer and the Merchant takes place electronically, via e-mail, contact form, chat, or another means of electronic communication available on the Website, the Customer shall be enabled to save the communication on a durable medium or receive confirmation of the communication electronically.

The fiscal receipt shall be delivered to the Customer electronically to the e-mail address provided during ordering.

The Customer is responsible for the accuracy and up-to-dateness of the information entered during the purchase process, including the delivery address and contact information.

4. PRICE

All prices are stated in Serbian dinars (RSD), including value added tax (VAT).

The valid product price is the one displayed on the Website at the moment of order creation.

The Merchant reserves the right to change prices without prior notice, except in the case of already concluded contracts, to which the price valid at the moment of order creation shall apply.

In the event of promotions, discounts, or special benefits, the conditions of their application shall be specifically indicated on the Website.

5. PAYMENT METHOD

The Customer may pay for the ordered products in the following ways:

· cash on delivery upon product delivery;

· payment cards via the internet (VISA, Maestro, MasterCard, American Express) supporting online payments.

Cash on delivery enables the Customer to pay the order amount upon taking over the goods from the courier service, in accordance with the conditions applied by the courier service.

When entering payment card data, confidential information is transmitted through a secure (encrypted) connection, in accordance with the security standards applied by the payment card processor.

Processing and charging of payment cards is performed by the authorized processor – Banka Intesa a.d. Beograd, and the entire payment process is carried out on the pages of this processor.

Payment card data is not stored in the Merchant’s system nor is it available to the Merchant at any time.

All payments are made in Serbian dinars (RSD). In the case of payment cards issued by foreign banks, the transaction amount may be converted into the issuing bank’s currency according to the exchange rate applied by the relevant financial institutions, which may result in differences in the final charged amount.

6. DELIVERY OF GOODS

Delivery of purchased products within the territory of the Republic of Serbia is carried out via the courier service Dexpress, to the address specified by the Customer during ordering.

Delivery within the territory of the Republic of Serbia shall be performed within 2–5 business days from the date of order confirmation.

In the case of international delivery, the delivery deadline depends on the destination country and transport conditions, and is estimated to range from 7 to 15 business days.

The stated delivery deadlines are approximate and may vary depending on the destination, customs procedures, and other circumstances beyond the Merchant’s control.

The delivery deadline does not include the day of shipment receipt, the time the goods are held at customs, nor public holidays in the Republic of Serbia and the country of delivery.

The Merchant shall not be liable for any delays in delivery caused by the actions of the courier service or other circumstances beyond its control.

The risk of accidental loss or damage to the products passes to the Customer at the moment of delivery of the products to the Customer or to a person designated by the Customer.

Delivery costs are separately stated during ordering and shall be borne by the Customer, unless otherwise indicated.

In the case of international delivery, the Customer shall bear any customs duties, taxes, and other charges in accordance with the regulations of the country of import.

7. RESOLUTION OF CUSTOMER COMPLAINTS

The Merchant is obliged to deliver goods that conform to the contract.

The Merchant shall be liable for any non-conformity of the goods appearing within 2 years from the day the risk passes to the Customer.

If the non-conformity appears within one year from the day the risk passed to the consumer, it shall be presumed that it existed at the moment of risk transfer, unless this is contrary to the nature of the goods or the nature of the specific non-conformity.

In the event of non-conformity, the Merchant shall bear all costs necessary to bring the goods into conformity with the contract, including labor, materials, collection, and delivery costs.

The Customer may file a complaint regarding the elimination of product non-conformity, as well as due to incorrectly charged prices and other deficiencies.

The Customer may file a complaint regarding goods purchased through the Website electronically to: reklamacije@bozicollection.com or by mail to the registered office address of the Merchant.

When filing a complaint, the Customer is obliged to provide the goods to which the complaint relates, as well as the receipt for inspection or other proof of purchase (copy of receipt, slip, etc.).

Upon receipt of the complaint, the Merchant shall issue the Customer written confirmation or electronically confirm receipt of the complaint, stating the number under which the complaint is recorded in the register of received complaints.

The Merchant is obliged to respond to the Customer’s complaint in writing or electronically no later than within 8 days from the date of receipt of the complaint. The response shall contain a decision on whether the complaint is accepted, a statement regarding the Customer’s request, and a proposal and deadline for resolving the complaint, which may not exceed 15 days from the date of receipt of the complaint.

The Merchant is obliged to act in accordance with the decision, proposal, and deadline for complaint resolution, subject to the prior consent of the Customer.

In the event of a justified complaint, the Merchant shall bear the costs of returning the goods.

The Merchant shall not charge costs for determining the non-conformity of the goods, including product inspection within the complaint procedure.

The Customer is obliged to return the goods in a condition that allows determination of the existence of non-conformity.

In the event of rejection of the complaint, the Merchant is obliged to provide the Customer with a reasoned notice regarding the reasons for rejection.

The Customer has the right to initiate out-of-court consumer dispute resolution proceedings before the competent bodies, the list of which is available at: vansudsko.must.gov.rs/adrbodies

The Merchant is obliged to participate in out-of-court consumer dispute resolution proceedings before a body for out-of-court consumer dispute resolution, the list of which is prepared and publicly published by the ministry responsible for consumer protection affairs.

The Customer may initiate proceedings before the body only if they have previously filed a complaint or objection with the Merchant.

8. EXCHANGE OF GOODS

Without prejudice to the Customer’s rights based on product non-conformity, the Merchant may allow product exchange as an additional benefit under the following conditions:

The Customer may request an exchange of products within 14 days from the date of receipt of the product.

Exchange of products is not possible in retail stores, but exclusively through delivery in accordance with the Merchant’s procedure.

Exchange of products may be performed exclusively for a product of the same or higher price, with payment of the price difference.

In the case of exchange via delivery, the Customer bears the costs of returning and re-delivering the product.

The product must be returned unused, in its original packaging, with all accompanying elements.

Exchange of products is not possible for goods which, for hygienic reasons, are not suitable for return after opening, if the protective label or original packaging has been removed (underwear, swimsuits, socks, and similar products).

9. RIGHT OF WITHDRAWAL FROM THE CONTRACT

The Customer has the right to withdraw from a distance contract within 14 days from the date when the product was delivered to the Customer or a third party designated by the Customer, without stating reasons.

The Customer exercises the right of withdrawal by submitting a withdrawal statement (form) to the Merchant via e-mail to reklamacije@bozicollection.com or by mail to the registered office address of the Merchant.

The withdrawal statement shall be deemed timely if sent within 14 days from the date of receipt of the product.

The Merchant is obliged to confirm receipt of the withdrawal statement without delay.

In the event of withdrawal from the contract, it shall be deemed that the contract was never concluded.

The Merchant is obliged to refund all payments received from the Customer, including standard delivery costs, without delay and no later than within 14 days from the date of receipt of the withdrawal statement.

The Merchant may postpone the refund until receiving the returned product or until the Customer provides proof that the product has been sent, whichever occurs first.

The refund shall be made using the same payment method used for the original transaction, unless the Customer expressly agrees to a different refund method.

The Customer is obliged to return the product without unnecessary delay and no later than within 14 days from the date of sending the withdrawal statement.

The Customer shall bear the direct costs of returning the goods.

The Customer is responsible for any diminished value of the product resulting from handling of the goods beyond what is necessary to establish the nature, characteristics, and functionality of the product.

10. EXCEPTION TO THE RIGHT OF WITHDRAWAL

The Customer does not have the right to withdraw from the contract in the following cases:

· delivery of sealed goods which are not suitable for return for hygienic reasons after opening, if the protective label or packaging has been removed (e.g. underwear, swimsuits, socks, and similar products);

11. PERSONAL DATA PROTECTION

A separate Privacy Policy available on the Website shall apply to the processing of Customers’ personal data.

12. CONTACT

For all questions, complaints, or requests, the Customer may contact the Merchant via:

· e-mail: info@bozicollection.com

· mail: Danila Lekića 31, Belgrade

13. APPLICABLE LAW AND JURISDICTION

These General Terms shall be governed by the laws of the Republic of Serbia.

The Merchant and the Customer shall endeavor to resolve all disputes amicably.

In the event that the dispute is not resolved amicably or through out-of-court consumer dispute resolution, the competent court with subject-matter and territorial jurisdiction in accordance with the applicable regulations of the Republic of Serbia shall have jurisdiction over the dispute.