Privacy policy
ORDERING AND PAYMENT
1. You can order our products very easily on our website. If something is not clear to you when ordering or you have any questions, feel free to contact us at shop@grubin.rs.
2. When viewing the product, select the quantity you want and click the “Add to Cart” button. After ordering the first product, you can continue shopping or if you have selected everything you want, click on the “Continue to Checkout” button, which will redirect you to the page where you need to enter your data. Registration when ordering the product is not mandatory, but it will make your purchase easier the next time, as your data will remain saved.
3. You can at any time view the products you have chosen and make changes if necessary by clicking on the basket icon.
4. Payment is made by card or cash on delivery, exclusively in dinars, VAT is included in the price.
DELIVERY OF GOODS AND POSSIBLE LIMITATIONS
1. Upon receipt of your order, you will receive an automatic message with order confirmation and delivery details, if you do not receive a message, it means that the order has not been confirmed. In that case, visit the site again and check if the products are still in the basket and confirm the purchase. You must receive an email with the purchase order. If this does not happen, contact us at shop@grubin.rs, so that we can check where the error occurred.
2. We try to send all orders within 7 working days from the day of processing the order. If a product is not available, we will contact you to find the best solution. During weekends and holidays, we ship all orders on the first following working day.
3. When you send the order, you will receive an automatic message with the shipment number. Two courier services are at your disposal for sending goods. It is up to you to decide which courier service we send your package with:
– Bex – RSD 300.00
– DExpress – RSD 400.00
For orders of two or more products, delivery is free, and will be delivered by Bex courier service.
4. Deliveries are made every working day from 8 a.m. to 5 p.m. Please ensure that there is a person at the address who can collect the shipment during that time. If you are not at home at the time of delivery, the courier will leave a confirmation of the attempted delivery, which will include contact information and the time of the attempted delivery. After two failed delivery attempts, the shipment is returned to the sender. If the goods do not arrive within 7 working days from the day of confirmation of the order, please contact us at shop@grubin.rs.
5. The seller is not responsible for any inability to deliver goods to the customer due to circumstances for which the buyer is responsible (unavailability of the buyer, wrongly entered personal data of the buyer in the order form, etc.) Nor does the seller bear any costs in this regard.
COMPLAINTS POLICY
In accordance with the current Law on Consumer Protection, (Sl.gl.RS no. 62/2014) you can submit the form ‘Declaration on withdrawal from the contract’ to the e-mail address shop@grubin.rs or to the address GRUBIN EXPORT-IMPORT D.O.O, Tajovskog 4, 22300 Stara Pazova.
At our web shop the customer has the right to withdraw from a contract concluded remotely, i.e. off-premises with a statement of withdrawal from the contract if s/he sends the contract to the seller within 14 days from the day the goods arrive in the buyer’s country, or a third party designated by the buyer and which is not a carrier.
The buyer bears the costs incurred when returning the goods. The goods must be delivered in their original packaging to the address GRUBIN EXPORT-IMPORT D.O.O, Tajovskog 4, 22300 Stara Pazova.
The products must be unused, undamaged and in the original packaging, with the original invoice and the form – declaration of withdrawal from the contract – must be attached.
The customer may, within 14 days from the day of concluding a remote contract or a contract concluded outside the business premises, withdraw from the contract without giving a reason. The declaration of withdrawal from the contract takes legal effect from the day it is sent to the seller.
The item you ordered through the GRUBIN ONLINE shop cannot be exchanged for money on your own initiative in one of GRUBIN’s retail shops or sent to their listed addresses.
Article 33. of the Consumer Protection Act
If the consumer exercises the right to withdraw from the contract, it is considered that the contract has not even been concluded and the obligations stipulated in Art. 34 and 35 of this law apply.
The trader is obliged to return to the consumer the amount paid by the consumer under the contract without delay, and no later than within 14 days from the day of receipt of the declaration of withdrawal.
You can download the Declaration of withdrawal from the contract form HERE.
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PRODUCT CLAIMS
For all questions regarding complaints, please write to us at shop@grubin.rs, so that we can resolve the situation as quickly as possible. If you are able, send us photos of the damaged product to shop@grubin.rs.
All user data is carefully stored and is available only to staff who need this data to perform their work.
Download the complaint form HERE.
Claims for damage during transport
It is very important that you immediately report any damage during transport, visible on the product packaging, to the courier who delivers the goods to you. The buyer must report any damage during transport within 24 hours of receiving the goods.
If you notice such damage, do not sign for receipt of the shipment or ask the courier to wait while you check whether the damage to the packaging caused damage to the product itself or the loss of parts. If the product is not damaged, and all parts are numbered, sign the receipt of the shipment.
Complaints about data or the wrong type of goods
If you received the shipment and after opening the box found that the delivered goods do not correspond to the ordered ones or the information on the invoice is not correct, please contact us within 24 hours by e-mail with your information (name, surname, phone) to e-mail: shop@grubin.rs and describe what kind of problem you have. Or download the complaint form from the link at the end of this text, fill it in and send it to our address with the goods. In the shortest possible time, we will respond to the customer by electronic means (e-mail) by confirming the receipt of the complaint and communicating the number under which your complaint was filed in the record of received complaints, and we will inform you about further action. The deadline for responding to a complaint is 8 working days, and for resolving a complaint 15 working days from the moment it is reported.
Download the complaint form HERE.
PROTECTION OF USER PRIVACY
On behalf of the GRUBIN ONLINE shop, we undertake to protect the privacy of all our users. We only collect necessary, basic data about users in order to deliver selected products to them in a timely manner, inform them in accordance with good business practice and to provide quality service. We give customers choices including the ability to decide whether or not they want to be removed from mailing lists used for advertising campaigns. All user data is carefully stored and is available only to staff who need this data to perform their work.
All employees of the GRUBIN ONLINE shop as well as business partners and associates are responsible for respecting the principles of privacy protection.
DATA PRIVACY PROTECTION
In order to successfully process your order, we need your first and last name, address, e-mail and telephone number. With the help of this data, we will be able to deliver the goods to you and inform you about the current status of the order. We undertake to protect the privacy of all our customers. We collect only necessary, basic data about customers/users and data necessary for business and user information in accordance with good business practice and with the aim of providing quality service. We give customers choices including the ability to decide whether or not they want to be removed from the mailing list. All user data is carefully stored and is available only to staff who need this data to perform their work. All staff of the GRUBIN ONLINE shop are responsible for respecting the principles of privacy protection. We undertake not to use the collected data for any other purpose, nor to forward it to third parties.
In addition to the above, we collect, analyze and process data on the products that our visitors search for and buy and on the pages they visit. We use this data to improve the offer and appearance of our pages, and enable you to use it more easily, make your shopping safer and more agreeable.
grubin.rs uses cookies to help you adapt the use of the Internet to your needs. A cookie is a text file that is placed on your hard drive by a web server. Cookies cannot be used to run a program or deliver a virus to your computer. Cookies are uniquely assigned to you, and can only be read by the web server in the domain that sent them to you. One of the basic purposes of cookies is to provide benefits that will save you time.
CONSENT AND CHANGE OF TERMS
The use of our services implies the user’s agreement with the specified terms of use. The GRUBIN ONLINE shop undertakes to comply with all of the above, and all changes to the conditions become valid only after they are published on this page and e-mail notifications are sent to all registered users.
