General terms and conditions
General Terms and Conditions are composed in accordance with the provisions on the protection of consumers, based on the recommendations of the Slovenian Chamber of Commerce and international codes for web and e-commerce . The online store Comfort-el (hereinafter referred to as "online store") is operated by company Acenta d.o.o., a provider of electronic business services (hereinafter referred to as the "vendor").
By registering at our online store visitor obtains a username equal to its e-mail and user password set by the user. Username and password unambiguously define and connect user to the inputed data. Visitor registration certifies and warrants that it is an adult, a complete person with legal capacity. By registering, the visitor becomes a user and obtains the right to purchase. By purchasing a user becomes a customer.
These General Terms and Conditions are defined in the online store , the rights and obligations of the visitor , the user and the customer and the business relationship between vendor and user(buyer) of products from the online store.
2. Availability of information
Vendor is obliged to be always available to the user :
- information on the identity of the vendor (especially name and registered office of the company and the register number where the company is registered );
- contact details to enable the user to quickly and efficiently communication with vendor (e-mail address, phone, etc.)
- information about the essential characteristics of the products or services purchased at the online store, including after-sales services and guarantees;
- the availability of products or services purchased online store;
- manner and terms of delivery of products or services, in particular the place and time of delivery;
- information on the method of payment;
- information on the temporal validity of the tender from the online store;
- information about the period in which it is possible to withdraw from the contract and the conditions for withdrawal;
- information about the possible return of goods, and of whether and to what extent such repayment costs of the user;
- information about the appeal of the user and the contact person for the vendor contacts with users.
3. Product range, delivery and acceptance
Offering products online due to the nature of business over the web and often rapidly changing and being updated.
Delivery of products that are in stock is 7 working days, delivery time for custom orders is 14 days, for delivery addresses in EU, unless the post office on each delivery address delivers later( see point 10). For other products with delivery addresses in EU, delivery time is stated on the product in the online store. Each item in the online store is available within a reasonable period of time.
The user can designate at the purchase, one of the following methods to receive products:
- by mail delivery, in this case, he/she pays the shipping costs.
4. Methods of payment
Vendor allows the user the following methods of payment for purchasing items from the online store:
- prepayment by proforma invoice on bank account;
- by PayPal - in this case commissions are included in price of delivery;
- Credit card - Braintree Payments;
Online price applies to all registered users at vendor's online shop. On the web price markups are possible, depending on the chosen method of payment (see section 4).
All shop prices are listed in Euros and include VAT, unless explicitly stated otherwise. Online B2B prices do not include VAT or this information is explicitly stated. All prices in the shop are the prices of goods and do not include shipping costs (see paragraphs 3 and 10 ) . All prices are valid only for online order products through an online store.
All prices are valid at the time of purchase and are therefore valid only until their respective changes. Despite enormous efforts of the vendor to ensure updated and accurate information, it may happen that the price information is incorrect. In the case referred to in the preceding sentence and when the price of the product changes during processing of the purchase ,that is, from the time of order to the confirmation of the order the vendor will:
- inform the user (purchaser) about the new prices, the user (customer) in this case has the opportunity to change their order, or partially or completely cancel or confirm an order for new prices, all at no additional cost;
- or in the same time offer a solution that will go to the mutual benefit and satisfaction.
6. The purchase process
6.1. Technical steps leading to the conclusion of the contract of sale
In the process of purchasing the following technical steps are available to the user:
- Log in to the online store using the e-mail address or user password, if a user (customer) previously created a user account ( see point 1 );
- search for a particular product at the online store;
- selection of product to buy;
- add the selected product into the shopping cart;
- determine the quantity of the product to purchase in the shopping cart;
- overview of the selected product prices in the selected amount ,plus tax, if it's accrued;
- selection of the method of delivery of the product (see also section 3 and 10);
- selection of the method of payment (see point 4);
- review of the contract with the selected way of delivery of the product and accrued delivery costs if they are charged and approval as well as the completion of the acquisition (see also Section 6.3., and 6.4.).
6.2. Technological means for identifying and correcting errors prior to contract confirmation
Prior to the confirmation, the user (customer), using a graphical user interface, with immediate effect, easy and hassle-free will be able to:
- see and check which products are selected and added to the shopping cart;
- see and check the price of each product and the total price for the entire selected quantity of each product;
- changing the selected quantity of each product and calculate the new price and changes in the amount;
- remove the selected items that he/she do not want to buy from the basket and corresponding tax levy, according to the tax rate applicable for the product and its price (tax base).
Before the confirmation, the user (customer), using a graphical user interface, with immediate effect, easy and hassle-free will be able to:
- change the selected method of delivery of the product;
- change the selected payment method and
- review and approve each change.
6.3. The order is accepted
After the competion of the order, the user (buyer), receives an email notification from the vendor, that the order was received. Within 1 hour of receipt of the notification the user (customer) has the option to cancel the order without consequences. Apart from the possibility to cancel the order after the order is accepted, the user (customer) can not change the substance of the order. To the user (customer) in their profile on the merchant's website is always accessible comprehensive information on the status and content of an individual order.
6.4. Order confirmed
If the user(customer) order is not withdrawn, it will go to further processing. Vendor after receipt of order checks the availability of ordered products and confirms or reject the order with reason. Vendor can, to verify the accuracy of the information or to ensure the delivery of of the order, contact the user (buyer) on the reported contact telephone number. Upon confirmation of orders vendor will inform user (customer) by e-mail, the expected time of delivery. A contract of sale to purchase the ordered products between user (customer) and the vendor is at this stage definitively concluded (see section 7).
6.5. Goods shipped
Vendor will within the agreed deadline prepare the products and dispatch them, then notify the user (customer) by e-mail. In an e-mail from the previous sentence vendor will inform the user (customer) about the return policy on the products and give him a contact for such complaints or delays in delivery.
7. Contract of sale
Vendor will issue the invoice in writing to the user who buys a product from an online store , the invoice is issued in writing , with a breakdown of costs and an explanation of the right to withdraw from the purchase to return the product purchased, if necessary and possible. A contract of sale in the form of the purchase order is electronically stored on the vendor's server and is accessible to the user (buyer) at any time in his user profile. A contract of sale is concluded in the English language.
A contract of sale between vendors and consumers (buyers) has been concluded at a time when merchant confirms the order (see point 6.2.). From this point on, all prices and other conditions of purchase are fixed and apply to vendor and the user (customer).
8. The right to withdraw from the purchase, return goods
The user (customer) is entitled to, that in 30 days from the date of collection of the ordered products, sends to the vendor's contact email address email@example.com, the decision to withdraw from the purchase agreement, whereby it is not necessary to indicate the reason for such a decision. To return purchased products to the vendor accounts as withdrawal from the contract of sale, considered to be a message of resignation. The only cost to withdraw from the purchase contract for the user (customer) is the cost of of returning the goods to the vendor.
Purchased items must be returned to vendor at the latest within 30 days from the date of the filed notice of withdrawal from the contract of sale. Purchased items must be returned to vendor intact in their original packaging and in the same amount, unless the products are destroyed, corrupted, lost, or their quantity reduced, without fault of the user (customer). If the mailing package, the user (buyer) received the products ordered, is physically damaged, if it lacks content, or if it shows signs of opening, the user (customer) must complain at the post office or delivery service (see point 15). Return does not apply to software, audio and video media, or if the user (customer) opened the safety seal.
For returned products, vendor as soon as possible, but no later than within 30 days of receipt of the notice of withdrawal or return of the goods, returns the paid amount or disbursed voucher, any used promotional codes and discounts, will not be returned to the user. Refund amount shall be paid to the user (buyer) personal bank account. Vendor will return disbursed voucher in the form of credit.
Products have a warranty, if so indicated on the invoice or warranty card. This warranty is valid by following the instructions and conditions of the warranty, and upon presentation of the invoice. The warranty period is stated on the warranty card or invoice. Warranty information is also listed at the presentation of the product in store. If the online store warranty information is absent, then the product has no warranty.
The user (customer) may exercise the warranty at the vendor or directly from the manufacturer of the product or its authorized service center. Customer warranty may be enforced by the warranty card and invoice. Manufacturer and an authorized service facility is required to perform warranty service within 45 days of receipt of your goods, otherwise replace the product with another equivalent product in perfect condition.
Vendor will deliver the ordered products to the user (customer) within the agreed time. The contractual partner of the vendor for delivery is Post of Slovenia. Dealer reserves the right to choose another delivery service if this contract can be completed more efficiently.
In the case of cash on delivery, the buyer pays postage costs too.
The vendor uses the appropriate technological and organizational means to protect the transmission and storage of personal data and payment. Vendor is using for this purpose a 128-bit SSL certificate that is issued by an authorized organization.
Safety is the responsibility of the user too, to ensure the security of his/her user name and password, and to the proper software and anti-virus protection on his/her computer - device.
12. Child care
Vendor at his online store, does't accept orders from someone whom he knows or suspects that are a child and is not having the express consent of their parents or guardians. Vendor doesn't offer free access to the products or services that are harmful to children at his online store.
Vendor without the express permission of their parents or guardians will not accept any personal data relating to children, also will not issue data taken from children, to third parties, unless they are parents or guardians.
Any communication intended for children, will be appropriate to their age and will not exploit child intimacy, lack of experience or sense of loyalty.
14. User Reviews & Product Reviews
Opinions, comments and product reviews made by the users or visitors, are the functionality of an online store and are intended for user community.
The vendor is not responsible for the content of opinions, comments and product reviews madeby the users or visitors. Vendor will inspect opinions, comments and ratings before you post a review and reject those that contain obvious falsehoods, misleading, offensive and obscene or if the vendor assumes that they does't provide benefits to other users or visitors to an online store. The vendor is not responsible for the information and opinions, comments and ratings, and is exempt of any liability arising from this information.
The vendor shall use their best efforts to ensure currency and accuracy of the information posted at its online store, but the properties of the product, delivery or price, change so rapidly that the vendor could fail to timely correct the information, which is published in the online store. In this case the vendor informs the user (customer) about the changes and allow the user to cancel the order or modify it (see point 5).
Although the trader tries to provide accurate pictures of the products that are for sale at the online store, it is all taken as symbolic. Photos do not guarantee product features.
Vendor from the time of handing the products ordered to the post office, is not anymore responsible for the cases when it comes to physical damage, destruction or loss of the shipment, nor if there is a lack of content in the shipment and shows signs of opening. In those cases, the user (customer) should make a complaint at the Post of Slovenia or delivery service. In the event of damage to the shipment, it should be brought to the post office or the delivery service in the same condition as received, without anything added or removed and complete a record of reclamation. Vendor will together with the Post of Slovenia or delivery service ensure that the complaint is resolved as soon as possible.
16. Complaints , disputes and applicable law
Vendor is obliged to observe the applicable regulations in the field of consumer protection. Vendor has in place an effective system for dealing with complaints and a certain person, which in case of problems the user (buyer), can connect by the phone or by email. The user (customer) in the event of a problem can refer to the phone No.: +386 (4) 530 28 28. Complaint can also be sent to the email address firstname.lastname@example.org. Complaint procedure is confidential.
The vendor shall, within five working days certify that he has received the complaint and send a message to the user (customer), how long it will be dealt with and keep him/herinformed of the proceedings. Vendor will try his best to resolve any disputes amicably. If an amicable settlement is not reached, any dispute between vendor and consumers (buyers), is exclusive to territorial jurisdiction of the competent court in Ljubljana (Slovenia). Dealer and the user (buyer) as a participant in ecommerce mutually recognize the validity of electronic communications in court.
These General Terms and Conditions and any disputes between vendor and consumers (buyers), Slovenian substantive and processual law is used and shall not be subject to the rules of private international law that would dictate the use of any other law.
In all relationships, and the rights and obligations that are not governed by these General Terms and Conditions shall apply mutatis mutandis to the Code of Obligations Act, the Electronic Commerce Act, the Personal Information Protection and Consumer Protection Act.
17. Changes to these General Terms and Conditions
Vendor in the event of changes in the rules governing the operation of online stores, data protection and other areas that are related to operating an online store dealers and in case of changes to its commercial policy changes and/or supplements to these General Terms and Conditions will inform users in an appropriate manner, which is considered in particular information via the website www.comfort-el.com. The respective changes and/or additions to the General Terms and Conditions shall take effect and be used by the end of the eight-day period from the publication of changes and/or additions. If the amendment and/or supplement to the General Terms and Conditions is necessary in order to comply with the regulations it may exceptionally, enter into force and application in shorter time.
The user who doesn't agrees with changes and/or additions to these General Terms and Conditions shall, within eight days from the publication of notice of the change and/or supplement to the General Terms and Conditions, should cancel his/her registration by following the expiry of that period considered and contrary evidence is not admissible the user changes and / or additions to the General Terms reception. Revocation of registration shall be made by the user with a written statement to the vendor to communicate the cancellation.
General Terms and conditions are adopted by the CEO of the Matjaž Kristan.
We wish you a pleasant shopping in our online store!