Based on the provision of Article 13 and Article 27 of the Law on Consumer Protection (Official Gazette of RS 62/2014) company Knjaz Miloš Natura d.o.o.

NOTICES

its esteemed consumers who buy goods through the website www.knjaznatura.co.rs that

-the sale of goods through the website www.knjaznatura.co.rs is performed within the registered activities of the company Knjaz Miloš Natura d.o.o.

address for filing a complaint is:    

office@knjaznatura.co.rs ;

-the basic features of the goods can be found on the website www.knjaznatura.co.rs ;

  • according to the Law on Consumer Protection (Official Gazette of RS, no. 62/2014) purchases through our sales website www.knjaznatura.co.rs are considered distance sales;
  • the goods sold through the website www.knjaznatura.co.rs have the properties necessary for the regular use of this type of goods in accordance with its purpose as defined in the Declaration;
  • the selling price of the goods is indicated next to each item;
  • all prices are expressed in dinars including VAT;
  • the standard delivery service is free of charge for orders over 750 dinars;
  • the price of the Same Day delivery service is 300 dinars;

- we deliver the purchased goods within 24 hours in the manner defined on the page DELIVERY CONDITIONS;

- the possibility of purchasing goods with special price benefits and ∕ or with special sales incentives (promotional sales) is performed in accordance with the conditions published on the website www.knjaznatura.co.rs;

- the consumer can pay for the goods he/she buys through the website www.knjaznatura.co.rs by cash on delivery or by card at the time of delivery as well as prominent payment cards at the time of purchase on the website;

- the consumer undertakes the obligation to pay for the ordered goods when creating the purchase order by pressing the CONFIRM button;

  • the conformity of the goods to the contract is EXCLUSIVELY determined according to the properties and purpose of the goods as defined by the corresponding Declaration;

- the website www.knjaznatura.co.rs is obliged to deliver goods that are in accordance with the contract. If the delivered goods do not comply with the contract, the consumer who informed the seller of the non-conformity has the right to request the seller to eliminate the non-conformity, free of charge, by repair or replacement or to request a price reduction or terminate the contract. All costs necessary for the goods to comply with the contract, and especially the costs of collection and delivery, are borne by the website www.knjaznatura.co.rs;

- in case that upon the receipt of goods the consumer finds that he/she wants to exchange the item for another item, which may be higher, lower or the same price category than previously ordered, the consumer may replace the item within 14 days as defined on the REPLACEMENT page;

- in case that upon the receipt of the goods the consumer does not want to keep it, he/she has the right to withdraw from the contract and to a refund in the amount of the purchase price paid for the goods in question within 14 days as defined on page RIGHT OF WITHDRAWAL;

- for goods ordered through the ONLINE shop, the consumer has the right to file a complaint against the already used product in the manner defined for goods purchased through the ONLINE shop. You can find the method and procedure for filing a complaint on the COMPLAINTS page. Online shop on the website www.knjaznatura.co.rs is owned by KNJAZ MILOŠ- NATURA D.O.O. Beograd, with headquarters at 11152 Belgrade, 41 Bulevar Peka Dapčevića Street and is an online service for ordering and delivery of goods.

This service is intended for natural persons and legal entities and the use of this service is free of charge. Knjaz Miloš-Natura d.o.o. Beograd cannot guarantee that it will deliver every product ordered through the website www.knjaznatura.co.rs.

The customer is considered to be any person who has, through our online shop, ordered products and thus accepted all the provided terms of use of this service and purchase.

Terms of purchase define the rules and procedures for online shopping and include, among other things, the processes of ordering, order processing, delivery, payment as well as possible return and complaint of delivered goods.

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Ordering goods can be done at any time during the day, 7 days a week. All standard orders that we confirm by 5 pm, we deliver within 24 hours. We make deliveries on weekdays, unless otherwise stated on the website. SAME DAY Orders are delivered in the period from 1 pm-9 pm, provided that the deadline for orders is 8 pm.

The unit of measure for ordering is a package or piece depending on the item. The minimum value of the delivery order is 750.00 dinars.

New users:

By entering the website www.knjaznatura.co.rs all interested persons are enabled to enter the SHOP section and review and select available items. Quantities are selected with arrows +/- or by entering a digit in the quantity field.

The value of the selected items must be at least 750.00 dinars in order for the order to be Accepted.

In the given form, new user enters his/her data in the required form. There is also a link to the Data Protection Policy implemented by our company on the page where the entry form is.

After confirming the data, the customer finally confirms the order, where a message with a notification is displayed on the website and at the same time receives an e-mail confirmation of acceptance of the order with the attached order.

Existing users:

When entering the website in the LOGIN section, enter your email and password and access the shop. With this approach, they will have an insight into the history of their purchases and will be able to order the desired items in a simpler way without re-entering the required data.

 

Like all other customers, they can select the desired items without logging in and when they reach the part where data is entered by clicking on Log in, they enter their username and password and skip entering all required data, thus simplifying the purchase.

After confirming the purchase, the further procedure of automatic notification is the same for everyone.

If you have not received an e-mail with a link to create an access code, please contact us by phone 011 / 63-55-900, contact form on the website or e-mail address: office@knjaznatura.co.rs and request that we send it to you

 

ORDER PROCESSING

New users:

All customers who order for the first time through our online shop will be contacted by our operator before delivery to confirm the order, check all entered data and provide information regarding the availability of ordered items, possible alternatives, delivery time and more.

After that, the customer data in our system is confirmed and the customer is sent a link via e-mail to create his/her password for easier future purchases. (We recommend that customers make all subsequent purchases by accessing online shops by entering their email and the code they have defined). Delivery time is calculated from the time of order confirmation by phone.

Existing users:

All orders are processed directly without the need to call the operator.

The operator will contact the registered customer in case some of the items are not available at that time to offer alternatives as well as in case of possible change of delivery time.

Note-valid for all customers: If any of the above, which changes the initial order, is not acceptable to the customer, the customer has the right to cancel the purchase.

CONTRACTUAL USERS

Contractual users are considered to be customers who have a contract with Knjaz Miloš-Natura d.o.o. for the sale of water Aqua Una 18.9 lit. and the use of water appliances. We will send a link via e-mail to all interested contractual users so they can create their own password and facilitate purchases through the online shop. The minimum order is 2 water canisters of Aqua Una 18.9 liters, and in addition they can order other listed items. If you want to become our contractual user, as well as for other questions, call 011/63 55 900 or contact us via the contact form on the website in the SUPPORT section. Promotions related to each online order are also valid for contractual users if, in addition to 2 water canisters, they order at least 2 other items. In the case of other promotions, the defined rules for each individual promotion will apply.

CHANGES TO THE TERMS OF PURCHASE

Knjaz Miloš-Natura d.o.o. Beograd reserves the right to change these terms and conditions and undertakes to inform all users in the event of changes through its website or notice within the online shop. Users who do not agree with the new terms of purchase can send us their comments and suggestions via email or contact form on the website.

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On behalf of Knjaz Miloš-Natura d.o.o. we are committed to protecting the privacy of all our customers. We collect only the necessary, basic data on customers/users and data necessary for business and informing users in accordance with good business practices and in order to provide quality service. We give customers a choice, including the ability to decide whether or not to delete themselves from the mailing lists used for marketing campaigns. All user/customer data is strictly kept and is only available to employees who need this data to do their job. All employees of Knjaz Miloš-Natura d.o.o. (and business partners) are responsible for respecting the principles of privacy protection.

By registering on the website to use our online shop, you accept responsibility for communication from your address whether it is an order, change of data or deregistration from the list of registered users.

If you find out or suspect that someone knows your password or is using it contrary to your instructions, you can change the password yourself and keep this information to yourself and if you are unable to change it yourself, contact us.

If, however, there is any doubt about possible security breaches, unauthorized use of services or violations of these Terms and Conditions of Use, Knjaz Miloš-Natura d.o.o. reserves the right to ask you to change the original password as well as to temporarily or permanently terminate the user account without prior notice.

In addition, Knjaz Miloš-Natura has the discretionary right to permanently terminate access to the user of our online service, with written notice, in cases when the user intentionally abuses the service, does not respect the rules and conditions of use, insults or belittles our employees and more.

REPLACEMENT OF THE GOODS

The product can be replaced with another within the legal deadline provided that it is not damaged and used and the costs of return are borne by the customer. The customer may or may not state the reasons for the replacement. The replacement must be made within the legal deadline of 14 days from the date of receipt.

In case of deviation from the specified specification or defect, we are obliged to replace the product with a correct one and all costs are borne by the shop www.knjaznatura.co.rs. The warranty does not apply in the event of a defect resulting from improper use.

In case of replacement of a product with another item, the seller is obliged to make a replacement if that product exists in stock. If the purchased product for which a replacement is requested does not exist in stock, the seller is obliged to exchange the product for another at the customer's request with a possible additional payment or refund of the difference in price. In case there is no possibility of exchange, the seller is obliged to return the money to the customer and the costs of return are borne by the customer.

For accepted complaints, the seller bears all transport costs

 

TERMS OF DELIVERY

 

STANDARD DELIVERY

The ordered goods will be packed and stacked in such a way that the usual handling in the warehouse and during transport cannot damage or affect the quality of delivered products and according to HACCP principles.

We deliver orders received through the online shops in Belgrade, Novi Sad, Subotica, Kragujevac, Niš and Zrenjanin.

We deliver on weekdays from 8 am to 5 pm unless otherwise stated on the website.

The deadline for delivery is 24 hours and refers to the cities of Novi Sad, Subotica, Kragujevac, Niš, Zrenjanin and the inner city of Belgrade without suburbs. Our operator will contact you for the dynamics of deliveries for suburban settlements (except Mladenovac).

The minimum value of the delivery order is 750.00 dinars.

Delivery is free of charge.

In case of cash on delivery, the Customer is obliged to pick up the delivered items and pay in national currency (RSD) at the place of delivery. Otherwise the goods will be returned and the order canceled. When charging and delivering the goods, the courier will issue an appropriate fiscal invoice to the customer.

In the event that the customer is not at the intended delivery address during delivery (the courier could not contact him/her by phone) and delivery cannot be made that day, the operator will subsequently call the customer to agree on a new delivery date. If the customer does not ensure the receipt of the goods again in the repeated delivery, his/her order will be canceled.

 

THE SAME DAY DELIVERY

We deliver THE SAME DAY orders received through the online shop in the territory of Belgrade.

We deliver on weekdays from 1 pm to 9 pm for orders that are created until 8 pm unless otherwise stated on the website.

Delivery is made on the same day when the order is made.

Delivery price is 300.00 dinars.

In case of cash on delivery, the Customer is obliged to pick up the delivered items and pay in national currency (RSD) at the place of delivery. Otherwise the goods will be returned and the order canceled. When charging and delivering the goods, the courier will issue an appropriate fiscal invoice to the customer.

In the event that the customer is not at the intended delivery address during delivery (the courier could not contact him/her by phone) and delivery cannot be made that day, the operator will subsequently call the customer to agree on a new delivery date. If the customer does not ensure the receipt of the goods again in the repeated delivery, his/her order will be canceled.

 

NAČINI PLAĆANJA

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

 

  • payment by cash on delivery or by card at the time of delivery,
  • by payment cards during the purchase process on the website.

 

Cash on delivery

When picking up a shipment that you previously ordered through our website www.knjaznatura.co.rs, payment of the order is made exclusively in cash in dinars in the hands of the courier who brings you the shipment or by card.

 

Payment by card

You can pay for your order using Visa, Visa Electron, MasterCard, Amex or Maestro payment card. The card must be approved by the issuing bank for online payment.

When ordering online, by choosing the appropriate payment method, you will be redirected to the Intesa Bank website, which is protected and secure for this payment method. At no time is your payment card information available to our system.

On this page you need to enter the following information:


Card number, expiration date and CVC2 / CVV2 code, which you can read from your card.

When entering payment card data, confidential information is transmitted via the public network in a protected (encrypted) form using SSL protocols and PKI systems, as currently the most modern cryptographic technology.

The security of data at the time of purchase is guaranteed by the payment card processor so the complete collection process is performed in a secure environment.

At no time is payment card information available to our system.

* Data entry and verification are performed exclusively between the card user and Intesa bank and the Internet trader does not have access to the data that is exchanged.

All payments will be made in the local currency of the Republic of Serbia - dinars (RSD).

The middle exchange rate of the National Bank of Serbia is used for informative presentation of prices in other currencies.

The amount for which your payment card will be charged will be expressed in your local currency through conversion into the same at the exchange rate used by card organizations, which we cannot know at the time of the transaction.

As a result of this conversion, there is a possibility of a slight difference from the original price listed on our website.

The customer who uses the online card payment service via www.knjaznatura.co.rs must meet the following conditions:

Delivery of goods is possible only in the territory of the Republic of Serbia at the address specified in the order.                                                                    

Only the payment card holder can make the payment.

We wish you a successful purchase.

 

HOW TO BUY

Purchases on our website are available to registered customers. To register, you need to fill in the fields on the REGISTRATION page and then follow the instructions that arrived at the e-mail address you left.

Purchase process

When you find the product (s) you want, you need to select the quantity and click the ADD TO CART button.

When you have finished making your selection, clicking on MY CART in the upper right corner opens a page with an overview of all ordered products and the fields you need to fill in in order for the shipment to arrive at the desired address.

After that, choose the payment method and if you have a note, you can enter it in the field intended for comment.

By clicking the CONFIRM button, you confirm that you agree with the terms of purchase and your order enters the processing procedure. You will receive a confirmation email about the successful purchase on the e-mail address you entered.

We wish you a pleasant shopping!

 

 

PAYMENT BY CARDS

You can pay for your order using Visa, Visa Electron, MasterCard, Amex or Maestro payment card. The card must be approved by the issuing bank for online payment.

When ordering online, by choosing the appropriate payment method, you will be redirected to the Intesa Bank website, which is protected and secure for this payment method. On this page you need to enter the following information: Card number, Expiration date and CVC2/CVV2 code, which you can read from your card.

When entering payment card data, confidential information is transmitted via the public network in a protected (encrypted) form using SSL protocols and PKI systems, as currently the most modern cryptographic technology.

The security of data at the time of purchase is guaranteed by the payment card processor so the complete billing process is performed in a secure environment.

At no time is payment card information available to our system.

* Data entry and verification are performed exclusively between the card user and Intesa bank and the Internet trader does not have access to the data that is exchanged.

All payments will be made in the local currency of the Republic of Serbia - dinars (RSD).

 The middle exchange rate of the National Bank of Serbia is used for informative presentation of prices in other currencies. 

The amount for which your payment card will be charged will be expressed in your local currency through conversion into the same at the exchange rate used by card organizations, which we cannot know at the time of the transaction.

As a result of this conversion, there is a possibility of a slight difference from the original price listed on our site.

Thank you for your understanding.

The customer who uses the online card payment service via the Online e-shop must meet the following conditions:

  • Delivery of goods is possible only in the territory of the Republic of Serbia, at the address specified in the order.
  • Only the payment card holder can make the payment.

We wish you a successful purchase.

CANCELLATION OF PURCHASE

We would like to inform you that according to the Law on Consumer Protection (Official Gazette of RS, no. 62/2014, 6/2016 - State law and 44/2018 - State law), purchases through our sales website www.knjaznatura.co.rs are considered distance selling.

The Law on Distance Selling establishes the right of the customer, who is considered a consumer (a natural person who buys a product to meet his/her individual needs and not to perform professional activities) to withdraw from the contract within 14 days from the day the product has been delivered to the possession or to the possession of the person designated by the Customer and not the carrier.

When withdrawing, the Customer may, but need not, state the reasons for withdrawing. Withdrawal from the contract is achieved by submitting the appropriate form, which is available on our website. The form should be filled in with relevant data about the customer and the purchased product, printed, signed and returned by mail to the following address: Knjaz Miloš-Natura doo 41 Bulevar Peka Dapčevića Street, Belgrade or send a scanned form to office@knjaznatura.co.rs

If you decide to withdraw from the contract, please state the reason in the termination form, so that we can eliminate the reason for your dissatisfaction and improve our business to more effectively meet the interests and desires of customers in the future. We will confirm the receipt of the form without delay in writing or electronically. Along with the confirmation, we will send you instructions on how to return the goods. You can download the form HERE.

 

REFUND

Contact us by calling the contact phone 0800 000 008 or send us an email to: office@knjaznatura.co.rs  information on your account number/delivery note, your Personal Identification Number (optional) and dinar current account number and the name of the bank where you have the specified account if you made the payment by card when collecting or online.

When you submit the necessary data, documentation will be created which will be forwarded to you with the refund procedure to the email address you left when creating the order.

Refunds are made by payment to the dinar current account or in cash, depending on how you made the payment.

In case of return of goods or return of funds to the customer who previously made payment with one of the payment cards, in part or in full, and regardless of the reason for return, Knjaz Miloš-Natura is obliged to return only through VISA, EC / MC and Maestro method payments. This means that the bank will, at the request of the seller, refund the funds to the cardholder's account.

You cannot send the ordered item, which is listed above, to the addresses listed on the bill of lading without prior contact and agreement with the operators in the Online Shop.

Each such package will be returned to the sender at the expense of the sender.

 

COMPLAINTS

If you are not satisfied with the product purchased in our online shop, we will resolve your complaint as soon as possible. If you find that the product you have purchased is defective or you are dissatisfied with it, please contact us as follows:

Send us information with the order number or your username and description of the complaint by e-mail to: office@knjaznatura.co.rs, by phone to 0800 000 008 or via the contact form on the webshop.

Based on your description of the complaint, we will answer you with information about:

  • whether the product can be replaced with a new one,
  • whether it is possible to return money for the product,
  • whether a different solution can be found.

 

 The customer has the right to return the goods in the following cases:

  • If goods that have not been ordered have been delivered to him/her.
  • If the price of the goods does not correspond to the order and he/she does not agree with that.
  • If the expired goods have been delivered to him/her.
  • If goods with a defect or damage have been delivered to him/her.
  • If not all goods paid for online have been delivered to him/her.

When collecting the ordered goods, the customer is obliged to check for any damage and immediately make a complaint to the worker who delivered the goods or to refuse to take over the delivered goods on which external damage is visible. The customer checks the correctness of the order. Please compare the received items with the invoice and your purchase order. If something is missing or you do not agree with something, immediately inform the supplier so that all possible corrections that can be made on the spot (including refunds in defined cases) are made immediately. In case of subsequently established discrepancies, please submit them by e-mail, phone or via the contact form on the website within 24 hours of receiving the goods, because subsequent complaints are not accepted.

In cases when the product can be replaced with a new one and when the product can be refunded, we send a courier service to your address, who picks up the returned product and returns it to our warehouse. When the product arrives back, we will send you a refund notification or a replacement product. A refund or replacement for a new product will be made within 15 days. Otherwise, contact us by phone or e-mail.

Complaints of damage in transport

It is very important to immediately report to the courier who delivers the goods all damage in transport, visible on the product packaging. The customer is obliged to report any damage during transport within 24 hours of receiving the goods.

If you notice such damage, do not sign the receipt of the shipment or ask the courier to wait until you check whether the damage to the packaging caused damage to the product itself or loss of parts. If the product is not damaged and all parts are numbered, sign the receipt of the shipment.

Complaints about data or wrong type of goods

If you have received the shipment (goods) and after opening the box find that the delivered goods do not match the ordered or invoice data is not appropriate, please contact us no later than 24 hours from receipt of the shipment (goods), call 0800 000 008 or send an e-mail with your data (name, surname, telephone) to the e-mail office@knjaznatura.co.rs and describe what problem you have. Or download the complaint form from the link at the end of this text, fill it out and send it with the goods to our address.

We will respond to the consumer's complaint as soon as possible electronically (e-mail) by confirming receipt of the complaint and informing you about the number under which your complaint is registered in the records of received complaints and inform you of further action. The deadline for responding to the complaint is 8 days and for resolving the complaint it is 15 days from the moment of reporting it.  Download the complaint sheet HERE.