1. Registration

In order to make a purchase via Yasenka’s web shop, registration is not required. If you do not want to enter the delivery address and payment information each time you make a purchase, a quick registration is recommended. All you have to do is enter a valid e-mail address, personal data (name, surname, address, postcode, place, phone number) and an arbitrary password via which you access the user account. It is recommended to use a combination of characters or uppercase and lowercase letters.

After entering this data, you complete the registration by clicking on the “Registration” field. Your account remains registered in the system and is accessed by entering your username and password on the “Login” page. For each subsequent purchase, only login with your username and password is required.

In case you forgot your password, select “Forgot your password?” on the same page. At this location, you will leave your e-mail address with which you registered and to which the system will automatically send you a link to reset your password. You can change it later in your account settings.

2. Placing an order

Goods are ordered via an electronic form. The web shop is always open for ordering and there are no opening hours for orders. Orders are processed on working days from 08:00 to 16:00. The customer needs to fill in “Profile with basic data” for payment and delivery of the desired products and will be notified by e-mail of the placed order.

Step 1: The shopping cart webpage lists the products that you added to the cart while viewing the site. If you want to remove a product from the cart, click on the “Remove from cart” link to the right of the product. Click the “Proceed to checkout” button to confirm your purchase.

Step 2: The customer completes his/her order by entering all the required information (name, surname, address, phone number, e-mail address) in the form on the webpage. Click the “Proceed to checkout” button to complete the order.

Step 3: If the order is successfully completed, the customer will see the text “Thank you for your order” on the webpage. In addition, the customer is informed that he/she will receive a message with the details of the order to the e-mail address he/she entered in the form.

Yasenka d.o.o. undertakes to deliver all ordered products that are in stock at the time of delivery. If Yasenka d.o.o. is unable to deliver any of the ordered products, it will contact the customer of the goods by phone or e-mail. All other ordered products will be delivered.

3. Prices and delivery

Prices are retail prices, expressed in Kuna and include VAT. The product will be delivered within 10 days of receiving your order, if available. Delivery is charged according to the price list agreed with DPD and GLS delivery service. Shipping and packaging costs are charged separately and are visible on the invoice.

Delivery to other European Union countries is charged as “International delivery” and its price may change depending on the ordered products (product weight, product quantity, etc.). If the price changes, our sales agents will contact you and inform you about new shipping costs. If you do not agree to the new shipping costs (if any), unfortunately, we will not be able to deliver your order.

4. Payment method

I. Payment at once (cash on delivery)

II. Products on the webpage can be paid for with the following credit cards: Mastercard, Visa, Diners, American Express and Maestro.

5. Order cancellation

You have the right to cancel the order if you inform us, within 3 days, by phone at: +38532445500, or by e-mail at: webshop@yasenka.hr. If you have cancelled your order when the package has already been sent, you are not obliged to pick it up.

6. Inability of delivery by the seller

In case of inability of product delivery by the seller due to the fact that the ordered product is not in stock or that it is no longer possible to order it from the supplier, the seller will notify the customer in writing who may cancel the order or possibly accept a new delivery deadline. If the consumer decides to cancel the order, the seller will refund the money to the customer as soon as possible and no later than within 30 days of the delay, increased by the prescribed interest rate.

7. Inability of delivery by the seller in cases of promotions and high demand for the product

In case of large promotions and special offers when there is a great demand for the product, the seller will notify the customer in writing of the order cancellation and the inability of concluding a contract/final purchase because of the inability of product delivery by the seller due to the fact that the ordered product is not in stock or that it is no longer possible to order it from the supplier.

These are cases in which the customer made/placed the order, but did not make the payment and confirmation of the purchase/conclusion of the contract was not made by the seller, as well as in the case when the customer chose to pay by card (we will not effectuate the payment).

8. Contract termination

You can terminate the contract unilaterally within 14 days without giving a reason. In order to exercise the right to unilaterally terminate this contract, you must notify us of your decision to terminate the contract unilaterally before the deadline expiry by an unequivocal statement sent by post or e-mail, stating your name and surname, address, phone number and/or e-mail address, and you can also use the FORM FOR UNILATERAL TERMINATION OF THE CONTRACT, which you can download on this website (Article 33 of the Consumer Protection Act). The 14-day period runs from the moment you receive the products together with the form for unilateral termination of the contract. You can download the form for unilateral termination of the contract concluded outside the company’s business premises HERE. You can also send the form electronically to our Customer Service to the e-mail address: webshop@yasenka.hr.

If you unilaterally terminate this contract within a certain period, according to Article 76 of the Consumer Protection Act, the trader is obliged to return to the consumer the full amount paid by the consumer under the contract no later than 14 days from the date of receipt of written notice of termination. The refund will be made in the same way as you made the payment. Any other means is possible if it is mutually acceptable. You will not incur any additional costs in relation to the refund. We can make a refund only after the goods have been returned to us and after we have determined their condition. We do not accept redemption shipments.

The consumer has no right to terminate the contract in case of the sale of a product which, by reason of its nature, cannot be returned or is prone to rapid deterioration.

9. Return of products

You can return or send the goods to the address: Yasenka d.o.o. (Customer Service Department), Dvanaest redarstvenika 2 / c, 32000 Vukovar, Croatia, without undue delay and no later than within 14 days from the day you sent us your decision to unilaterally terminate the contract. In case of termination of the contract, the consumer shall return the product to the trader at his/her own expense (Article 48, paragraph 2, Consumer Protection Act). You are liable for any impairment resulting from the handling of the goods, other than that necessary to determine the nature, characteristics and functionality of the goods. Goods can be returned for a product that has not been used and that is packed with all parts and documentation (valid invoice as the only proof of purchase).

10. Complaints

If you have a complaint regarding the delivered product, please contact us in writing at the e-mail address: webshop@yasenka.hr. The customer is obliged to keep the invoice.

We guarantee that the product used in accordance with the enclosed instructions will work properly. In case of defects, we undertake to replace the product within a reasonable period in accordance with the Civil Obligations Act.

11. Written complaints

You can send written complaints by post or submit them in person to the address: Yasenka d.o.o., Dvanaest redarstvenika 2/c, 32000 Vukovar, marked “ZA WEB SHOP”, or to the e-mail address: webshop@yasenka.hr.

12. Warranties

Yasenka d.o.o. makes no warranties or guarantees as to the accuracy of the information nor does it accept any damage or other liability for errors or omissions in the content of the published offer.

13. Use of products

Purchased products are used at your own risk and cannot be considered a substitute for medical or nutritional therapy.

14. Alternative dispute resolution for consumer disputes

From 15 February, across the European Union, you have the right and possibility to resolve disputes related to online purchase in just a few clicks on this site. The European Commission has designed a platform for such dispute resolution that is accessible to all citizens of the European Union.

The platform is intended for alternative (out-of-court) resolution of domestic and cross-border disputes arising from sales or service contracts between traders established in the Republic of Croatia and consumers resident in the European Union (hereinafter: EU) in procedure before alternative dispute resolution authorities for consumer disputes (hereinafter: ADR authorities) that are authorized to conduct mediation or render a non-binding or binding decision on the dispute.

When consumers and traders lodge a complaint, the dispute resolution authorities will act as intermediaries between the two parties in order to resolve the problem.

Once an agreement is reached on who will resolve the dispute, the platform automatically forwards the dispute to that authority, which is obliged to resolve the dispute fully over the Internet within 90 days.

From 15 February 2016, the online platform for online alternative dispute resolution is available to you and to all citizens of the European Union here.

15. Jurisdiction

These terms and conditions of use will be governed by and construed in accordance with the Croatian law, regardless of the conflict of law. The Croatian law will apply to all legal disputes that may arise from the contract. Furthermore, you agree that you will submit to the jurisdiction of the Croatian courts and that any legal action taken by you will be within the exclusive jurisdiction of the Croatian courts. Yasenka d.o.o.’s omission to exercise the rights or provisions of these terms and conditions shall not constitute a waiver thereof. If the competent court considers that a condition or term is invalid, the parties agree that the court will endeavour to give the parties acceptable satisfaction in accordance with the provision and the other provisions of the terms and conditions will remain in force.

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