FAQ

1. METHOD OF PAYMENT

You can pay for the products you want to order through the KOOZMETIK online store in several ways:

  • Payment when picking up the shipment at your address
  • Payment by bank transfer, ie. by general payment slip at any post office or bank or via e-banking

We offer you the option of cash on delivery (direct payment to the courier at the delivery address). In this case, after confirming the order, the goods will be sent to you by courier service, and you will pay the courier upon collection.

Bank transfer and payment slip

Payment by payment means that you can pay for your order by direct payment at any post office or bank, and by bank transfer that you can make a payment by transferring funds from your account if you are a legal entity or user of electronic banking. After recording your payment, the goods are sent to the selected delivery address. If you choose this method, before payment, be sure to contact us to send a pro forma invoice for legal entities (via e-mail kontakt@koozmetik.rs and / or by phone 060/0332266).
To pay with a general payment slip or bank transfer, it is necessary to fill in the following information:

Recipient: KOOZMETIK doo.
Purpose of payment: Payment for the ordered goods
Payment code: 121
Currency: RSD
Amount: The total amount of your order
Account number: 170-30024152000-51 – (Unicredit bank)
Call number: Your order number *
* The order number will become available to you after you click the COMPLETE SHOPPING button.

2. ITEM REPLACEMENT

If after receiving the item you found that you want to replace it with another item of the same or higher price category, please contact us at contact phone 060/0332266 or send us an email at: kontakt@koozmetik.rs with your order number, item code which you want to replace and the code of the item for which you want to replace the originally ordered item.
After that, a physical check of the availability of the desired item is performed, after which you will receive instructions to your email address where the entire process of replacing the item with another will be explained to you.
The ordered item cannot be changed if it is used, ie when returning the goods, it is obligatory to return it in a correct and unused condition and originally undamaged packaging.
After the application for replacement of the item, it is necessary to adequately pack the goods and send them by courier service, together with the printed, completed documentation that you received to the e-mail address after you sent the request for replacement of the item. As soon as the original goods are returned to their condition, a replacement item will be sent to you.

Replacement deadline
The deadline for replacing the item is 14 days from the moment the customer submits the request, and after receiving the product.

Shipping costs
The costs of replacing goods and money are borne by the buyer, except in cases where the buyer receives a defective or incorrect item. If the buyer made a mistake when choosing the item, when picking up the goods, the buyer pays the amount of one postage according to the official price list of the courier service. You pay the postage in cash to the courier of the competent courier service who will pick up the goods for replacement.

NOTE:
By confirming the order, clicking on the COMPLETE PURCHASE button, you agree to the terms of exchanging the item for another.

3. COMPLAINTS

When picking up the shipment, please check your package in the presence of the courier. If there is visible damage on it (torn parts and crushing), you should not pick up the package. In this case, please call us by phone at 060/0332266 or send us an e-mail with your details (name, surname, phone) to the address kontakt@koozmetik.rs and state the reason why you refused to download the package. We will inform you as soon as possible about further action.
If you received the shipment and after opening the package found that the delivered goods do not match the ordered or the invoice data is not appropriate, please call us no later than 24 hours from the date of receipt of the shipment by phone at 060/0332266, or send an e-mail with your data (name, surname, phone) to the address kontakt@koozmetik.rs and describe what problem you have. As soon as possible, and no later than 8 days from the date of receipt of the complaint in writing or electronically, we will respond to the consumer’s complaint and inform you of further action. The deadline for resolving the complaint is 15 days from the moment of its registration.
If non-conformities appear in the sense of the provisions of the Consumer Protection Act on the purchased product, please inform us at kontakt@koozmetik.rs or by calling the contact phone 060/0332266.
In the case of returning the goods to the buyer who previously paid the goods to the courier, ie. cash on delivery, the costs of returning the goods are not borne by KOOZMETIK d.o.o. but the cost falls on the customer.
NOTE:
By confirming the order, clicking on the COMPLETE SHOPPING button, you agree to the terms of the complaint.
RIGHT TO WITHDRAWAL / RETURN OF GOODS
We would like to inform you that according to the Law on Consumer Protection (“Official Gazette of RS”, no. 62/2014 and 6/2016 – other law and 44/2018 – other law), Article 27 in connection with Art. 13 of this law, purchase through the sales website www.koozmetik.rs is considered distance selling.
In the case of distance selling, the seller notifies the buyers of their rights before concluding the contract, by emphasizing this Notice:
* on the website of the seller KOOZMETIK d.o.o. via the link Withdrawal from the contract
* in the ordering process by the customer agreeing to the Terms by clicking on the appropriate option and before ordering the product,
* and finally to the e-mail left by the buyer during the purchase, immediately after ordering, the seller delivers the following documents to the buyer:
1. withdrawal form,
2. notice on the rights of consumers when buying online on the manner, conditions and deadline for exercising the right to withdraw from the contract, the manner of returning the delivered goods and refunds and the right to complain and the manner of exercising that right,
3. a copy of the sales contract signed by the seller.

4. RIGHT TO WITHDRAW FROM THE CONTRACT

In the case of distance selling, the right of the buyer, who is considered a consumer (natural person who buys the product to meet their individual needs, and not to perform professional activities), to withdraw from the contract within 14 days from the date of delivery to the state, ie to the state of the person authorized by the buyer, and not the carrier.

Exercising rights
A statement of withdrawal is given on the withdrawal form. A statement of withdrawal from the contract given on the withdrawal form is considered timely if it is sent within 14 days of the goods being delivered to the buyer’s country. The statement of withdrawal from the contract has legal effect from the day it is sent to the trader. When withdrawing, the buyer is not obliged to state the reasons for withdrawal.

Upon expiration of 14 days from the receipt of the goods, the buyer’s right to withdraw from the contract ceases. In case of untimely return of goods, ie. after the expiration of the 14-day period, the goods will be returned to the buyer, and the cost of transport in that case falls entirely on the buyer.

The buyer has the right to withdraw from the contract by filling in the withdrawal form with his signature within 14 days from the day of receipt of the goods and send it together with the goods he returns with the delivery note he received with the goods to the seller at the registered office. Belgrade, Stari grad, 11000, st. Georges Clemenceau 14.

The buyer can also fill in the form for withdrawal from the contract electronically and send it also electronically to the e-mail shop@koozmetik.rs.

The seller will notify the buyer of the receipt of the statement, also electronically. In this case, the buyer is obliged to immediately, and no later than 14 days from the date of sending the electronic withdrawal form, return the received goods to the seller, adequately packed so as not to damage, with the documentation received with the goods, or with delivery note. The goods will be considered returned within the deadline if the buyer sent the goods before the expiration of the period of 14 days from the day when he sent the withdrawal form. In case of timely withdrawal from the contract, the buyer bears the direct costs of returning the goods, without other obligations.

Customer rights.
If the buyer withdraws from the contract, it will be considered that the contract has not been concluded, and the seller is obliged to return the money to the buyer within 14 days of receiving the withdrawal form, provided that the seller may defer a refund until he receives the returned goods. .

The seller will refund the buyer exclusively by payment to the current account, with which the buyer expressly agrees by accepting the terms of the order. Product photos are basic information about the product’s appearance, and faithfully depict the product from multiple angles, but the seller cannot guarantee unconditionally that the product is identical in terms of appearance with the photo. Within the legal deadline for withdrawal from the contract, the buyer has the opportunity to opt for a replacement product that suits him better, or instead of the ordered product to replace the same type of product from the seller’s offer or to opt for a completely different product.

Note. If the buyer decides to return the money, it is necessary to send the returned goods to the courier service at his own expense, but without the redemption of the shipment, since the seller refunds only by payment to the current account of the buyer.

Loss of rights
Upon receipt of the product, the seller will determine whether the product is correct and undamaged. The customer is responsible for defects or damage to the product that are the result of inadequate handling of the product, ie. the buyer is solely responsible for the impaired value of the product that arises as a result of handling the goods in a way that is not adequate, ie exceeds what is necessary to establish its nature, characteristics and functionality. . Product malfunction and inadequate use of the product means damage to the packaging, keeping at high temperatures and direct exposure to the sun and opening and using the product. If it is determined that a defect or damage to the product has occurred through the fault of the buyer, the seller has the right to refuse to refund the price and the product will be returned to him at his expense. The Law on Consumer Protection excludes the right of the buyer to return the product in certain situations, bearing in mind the range of goods offered by KOOZMETIK doo, which includes sealed goods that cannot be returned due to health and hygiene reasons, in which case the buyer has no right to withdraw from the contract.

5. RIGHT TO COMPLAINT

Conformity of delivered goods.

The seller is obliged to deliver the goods that are in accordance with the contract, ie in accordance with the subject of the contract that corresponds to the description and characteristics, properties, use, which the seller gave to the buyer. When receiving the goods, the buyer is obliged to inspect the goods and check their compliance with the ordered, and to point out the existence of defects that can be noticed by inspection. The buyer has the right for the seller to eliminate the non-conformity of the goods by repair or replacement in a specific case, within a reasonable time.

The seller is responsible if the non-compliance existed at the time of the transfer of risk to the buyer, ie. at the time of delivery of the goods, or if it occurred after the transfer of risk to the buyer if it originates from a cause that existed before the transfer of risk to the buyer or the buyer could easily notice, if the seller stated that the goods

If the delivered goods are not in accordance with the contract, the buyer has the right to demand from the seller to eliminate the non-conformity by repair or replacement in a specific case. If the non-compliance cannot be remedied by replacement within a reasonable time, or is not done within a reasonable time, or if the replacement represents a significant inconvenience for the consumer or a disproportionate burden for the seller causing disproportionate costs, the buyer has the right to choose between price reduction or contract termination. If the non-conformity occurs within 6 months from the day the buyer received the goods, the buyer has the right to choose between the request to replace the goods, or has the right to reduce the price or terminate the contract.

For hidden defects that existed at the time of transfer of risk to the buyer, the seller is liable within two years of delivery of the goods, provided that the defects are assumed to have existed at the time of transfer of risk to the buyer, if they appear within six months days of receipt of the goods, which does not exclude the right of the seller to prove otherwise. The moment of transfer of risk from the seller to the buyer is the moment of delivery of the goods to the buyer or the person authorized by the buyer to receive the goods on his behalf.

Complaint procedure.
The buyer can file a complaint to the seller due to non-conformity of the goods as well as due to incorrectly calculated price and other defects. The buyer submits a complaint in the following way: 1) by downloading the complaint form, which he will fill in electronically and send any evidence of non-compliance in the form of a photograph, etc., to the e-mail person in charge of receiving and deciding on complaints anastasija.nikolic@koozmetik.rs.
2) After the buyer reports the complaint electronically, the authorized person at the seller will without delay confirm the receipt of the complaint to the buyer, register it and notify the buyer of the complaint and the outcome of the complaint within 8 days of receipt. The seller undertakes to pick up the goods that are the subject of the complaint via the Daily Express courier service upon receipt of the complaint. If the buyer still sends the goods back to the seller on his own initiative, the seller is not obliged to reimburse him for that cost.

For all information and additional assistance regarding complaints, buyers can contact the person in charge of complaints at the seller’s headquarters, at +381600332266.

The seller will decide on the complaint no later than 15 days from the receipt of the complaint and if for objective reasons he is unable to respond within that period, or if he does not receive the goods within that period, he will notify the buyer without delay. resolving complaints.

Decision.
The seller will consider the buyer’s proposal regarding the stated complaint and within the stated legal deadline will give the buyer an answer whether he accepts the complaint, state his opinion on the buyer’s request and present a specific proposal and deadline for resolution. If the complaint is founded and the contract is terminated, the seller will return the money to the buyer by payment to the current account with the usual cost of returning the goods.

KOOZMETIK doo has on its website prominent Terms of Use as well as rules on consumer complaints for goods purchased through the online store, noting that these conditions and rules in no way limit or narrow the rights of consumers or customers listed in this notice pursuant to the current Consumer Protection Act, but some issues can only be elaborated in more detail.

6. Delivery

Where can you buy our products?

You can find our best-selling and most famous products such as Tooth Drops, Lip Balm, Mosquito Spray, Soap and Deodorant in all Lilly and DM drugstores in Serbia. You can find most of our products at Belgrade’s Nikola Tesla Airport, in Dufry, as well as in Idea Organic stores in Belgrade.

You can find the entire range of products on our web shop, and if you have the opportunity, for complete enjoyment, introduction to natural cosmetics and product testing, we warmly recommend that you visit our flagship store in the heart of Belgrade, at Dorcol in Visnjiceva 2.

In which countries do we deliver?

We also deliver abroad. For all foreign orders, please visit our website www.koozmetik.co. You can enter your address in the calculator, and your shipping costs will be calculated automatically.

How can you pay for the ordered products?

In the territory of Serbia, you can pay for the ordered products upon delivery by cash on delivery, payment on account and card.

Outside the territory of Serbia, you can pay by card to our foreign currency account or via PayPal.

What is the delivery time of the ordered products?

Orders on the territory of Serbia are processed immediately the next working day, packed and sent to your address. Depending on the place to which it is sent, the delivery time is one to three working days.

Shipments abroad have a longer delivery time which depends on the country to country, customs and local delivery conditions.

What are the shipping costs?

Delivery on the territory of the Republic of Serbia is free for all orders over 2000 RSD. For orders less than 2000 RSD, delivery costs are charged 400 RSD.

Delivery abroad is calculated depending on the destination and the weight of the package. You can calculate the delivery price on the calculator when ordering the product.

Can I return or replace ordered products?

You can see the conditions of replacement and return of goods on the link.

7. Ugovor o prodaji na daljinu

UGOVOR O PRODAJI NA DALJINU
Zaključen dana __________ godine u Beogradu između:
1. KOOZMETIK d.o.o. iz Beograda, ul. Žorža Klemansoa 14,, matični broj: 21099376, PIB: 108951092 koga zastupa direktor Jovana Antić (dalje: Prodavac) i
2. _______________ iz _______________, ul. _______________, br. _____, JMBG: _______________ (dalje: Kupac).
Predmet ugovora
Član 1
Ovim ugovorom Prodavac prodaje, a Kupac kupuje _______________ (dalje: roba).
Prodavac je obavezan da Kupcu preda robu tako da Kupac postane njen vlasnik, dok se Kupac obavezuje da za to isplati cenu i preuzme robu.
Ovaj ugovor zaključen je kao ugovor o prodaji na daljinu u smislu Zakona o zaštiti potrošača (dalje: Zakon) jer je zaključen posredstvom internet prodavnice koja se nalazi na internet sajtu www.koozmetik.rs, kao sredstva komunikacija.
Pretpostavke za zaključenje ugovora
Član 2
Kupac zaključenjem ovog ugovora potvrđuje da ga je Prodavac pre njegovog zaključenja na srpskom jeziku i jeziku i pismu obavestio o:
1) osnovnim obeležjima robe;
2) poslovnom imenu, matičnom broju, adresi sedišta i broju telefona, kao i adresi na kojoj posluje i adresi, na koju Kupac može da izjavi reklamaciju;
3) prodajnoj ceni ili načinu na koji će se prodajna cena obračunati ako se zbog prirode robe ili usluge prodajna cena ne može utvrditi unapred, odnosno prodajnoj ceni koja obuhvata ukupne troškove za obračunski period kao i o svim dodatnim poštanskim troškovima i troškovima transporta i isporuke i mogućnosti da se ti troškovi mogu staviti Kupcu na teret;
4) načinu plaćanja, načinu i roku isporuke, načinu izvršenja drugih ugovornih obaveza;
5) postojanju zakonske odgovornosti zbog nesaobraznosti robe ili usluge ugovoru;
6) načinu izjavljivanja reklamacije Prodavcu, a naročito o mestu prijema i načinu postupanja Prodavca po njima, kao i uslovima koji se odnose na ostvarivanje prava Kupca po osnovu saobraznosti;
7) uslovima, vremenskom roku i postupku za ostvarivanje prava na odustanak od ugovora u skladu sa Zakonom;
8) obavezi da plati trgovcu razumne troškove zbog odustanka u skladu sa zakonom, ako Kupac ostvaruje pravo na odustanak od ugovora nakon što je podneo zahtev za raskid;
9) o podatku da Kupac ne može da koristi pravo na odustanak ili okolnostima pod kojima Kupac gubi pravo na odustanak od ugovora;
10) postojanju ugovornog odnosa između Prodavca i kurirskog operatora preko koga Kupac može, u slučaju reklamacije zbog nesaobraznosti, da pošalje robu o trošku Prodavca.

Pravo na jednostrani raskid ugovora
Član 3
Kupac ima pravo na jednostrani raskid ovog ugovora, bez obzira na razloge, u roku od 14 dana od dana kada je roba dospela u državinu Kupca ili lica koje je on ovlastio za prijem robe.
Ugovarači saglasno konstatuju da je Prodavac predao Kupcu obrazac za jednostrani raskid ugovora, kao i da je Kupac upoznat sa obavezom da izjavu o raskidu ugovora dâ u pisanom obliku, pri čemu obrazac sadrži:
– naziv, adresu i adresu elektronske pošte trgovca na koje Kupac dostavlja obrazac za jednostrani raskid ugovora;
– način i rok za vraćanje isporučene robe i povraćaju novca;
– obaveštenje o činjenici da se povraćaj robe od strane Kupca u roku u kome se može jednostrano raskinuti ugovor smatra blagovremenom izjavom o raskidu ugovora.

U slučaju jednostranog raskida, Kupac je dužan da primljenu robu pošalje nazad Prodavcu u roku od 14 dana od dana saopštenja izjave o otkazu, bez drugih obaveza povodom raskida ugovora, izuzev samih troškova vraćanja.

Prodavac je dužan da Kupcu vrati primljeni novac bez odlaganja, a najkasnije u roku od 30 dana od dana raskida ugovora.

Danom raskida ugovora smatra se dan kada je izjava o raskidu saopštena Prodavcu.

Izuzeci od prava na raskid ugovora
Član 4
Izuzetno od odredbe člana 3. ovog ugovora, Kupac nema pravo na jednostrani raskid ugovora bez opravdanih razloga u sledećim slučajevima:
1) isporuke robe čija cena zavisi od promena na finansijskom tržištu na koje Prodavac ne može da utiče i koje mogu nastati u toku roka za odustanak;
2) isporuke robe proizvedene prema posebnim zahtevima Kupca ili jasno personalizovane;
3) isporuke robe koja je podložna pogoršanju kvaliteta ili ima kratak rok trajanja;
4) isporuke zapečaćene robe koja se ne može vratiti zbog zaštite zdravlja ili higijenskih razloga i koja je otpečaćena nakon isporuke;
6) isporuke robe koja se, nakon isporuke, zbog svoje prirode neodvojivo meša sa drugom robom.

Obaveza isporuke robe
Član 5
Prodavac je dužan da Kupcu isporuči robu u roku od 3 radna dana od dana zaključenja ovog ugovora.

Isporuka robe izvršiće se na sledeći način: Nakon što ste završili proces poručivanja klikom na dugme “Završite kupovinu”, na svoju e-mail adresu, koju ste prijavili prilikom popunjavanja podataka, automatski ćete dobiti potvrdni mail o uspešnoj kupovini. Time je Vaša porudžbina ušla u proces obrade i slanja i isporuku možete očekivati u roku od 3 radna dana.Samo u slučaju nejasnoća ili bilo kakvih problema vezanih za Vašu porudžbinu, kontaktiraće Vas naša služba podrške. Kuriri pošiljke donose na adresu za isporuku u periodu od 8-19 h. Molimo Vas da u tom periodu obezbedite da na adresi bude osoba koja može preuzeti pošiljku.

Troškove isporuke snosi Kupac.
Isporuka će biti izvršena Kupcu preko kurirske službe YU-PD Express doo.

Saobraznost robe i nedostaci
Član 6
Kupac je dužan da prilikom prijema robe pregleda robu i proveri njenu saobraznost sa naručenom, te da istakne postojanje nedostataka koji se mogu uočiti pregledom.
Za skrivene nedostatke koji su postojali u momentu prelaska rizika na Kupca, Prodavac odgovara u roku od dve godine od predaje stvari, s tim što se pretpostavlja da su nedostaci postojali u momentu prelaska rizika na Kupca, ako se pokažu u roku kraćem od šest meseci od dana prijema robe, čime se ne isključuje pravo Prodavca da dokazuje suprotno.
Momenat prelaska rizika sa Prodavca na Kupca je momenat predaje robe Kupcu ili licu koje je Kupac ovlastio za prijem robe u njegovo ime.
U slučaju postojanja nedostataka za koje Prodavac odgovara, na prava Kupca i postupak ostvarivanja prava primenjuju se odredbe Zakona, osim ako je, u skladu sa tim zakonom, ugovoreno drugačije.
Isplata cene
Član 7
Kupac se obavezuje da za robu koje je predmet ovog ugovora isplati Prodavcu iznos od __________ dinara, na račun broj: 170-30024152000-51 avansno ili plaćanjem pouzećem (direktno plaćanje kuriru na adresi isporuke).
Propuštanje preuzimanja robe
Član 8
Kupac je odgovoran za štetu koja nastane propuštanjem da preuzme robu koju mu je poslao Prodavac u skladu sa ovim ugovorom.
Pod štetom se podrazumeva oštećenje na robi, kao i troškovi koje Prodavac ima zbog propuštanja Kupca da preuzme robu, kao što su: troškovi čuvanja, prepakivanja, vraćanja robe i slično.
Vansudsko rešavanje sporova
Član 9
U slučaju spora, ugovarači su saglasni da se pokuša njegovo rešavanje vansudskim sredstvima u skladu sa odredbama o potrošačkom sporu predviđenim Zakonom.
Broj primeraka ugovora
Član 10
Ugovor je zaključen posredstvom sredstava komunikacija, i to: www.koozmetik.rs u jednom originalnom primerku na osnovu koga je napravljeno 2 kopije, od kojih jedna za Kupca, a ostale za Prodavca.

PRODAVAC KUPAC
_______________ _______________

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