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Terms of Purchase

General company information

Name: Koloid d.o.o.

Prva pruga 7, Belgrade, Zemun, SERBIA

Company number: 20509791

VAT: 106004690

Website: www.colloid.info

Contact email: [email protected]

Exact description of goods and services offered

When searching for a product, in order for you to make an informed purchase, we have endeavoured to provide as detailed a description of our products as possible. Product descriptions and the related FAQs may be found next to the photo of each product displayed in the web shop. If you need any additional information, do not hesitate to contact us by email at [email protected], and we will answer your query as soon as possible.

Contact information

Email: [email protected]

Note: The primary means of communication with Koloid is email. We respond to emails as soon as possible, but no later than 48 hours following receipt of a query.

Ordering

Orders are sent only through our web shop on the website www.colloid.info. Owing to that, you can order at any time, and you will instantly receive an automatically generated email, including the details of your order.

Payment

Cash on delivery (only for orders in Slovenia, Croatia, Hungary, Romania, Czech Republic and Slovakia)

By payment card on delivery – couriers have an option of charging via mobile card reader (only for orders in Slovenia, Croatia, Hungary, Romania, Czech Republic and Slovakia)

Payment cards on the website (for all EU Member States).

Delivery of goods and restrictions

Delivery throughout the EU is charged as per the pricelist shown at check out by selecting the country of delivery, while for orders over EUR 50 delivery is free.

Delivery time is 3-7 workdays.

We use GLS to deliver our parcels https://gls-group.com/ , https://gls-group.eu/HR/hr/home.

When delivering parcels to individuals using flexible delivery service we notify the recipient, on the label creation date, by text and/or email about the arrival of the packet, and on the delivery date about the exact time window and the courier’s phone contact to allow the recipient to contact the courier directly if need be.

 In addition, apart from 3 delivery attempts included in the price, the recipient has 5 delivery options.

Currency conversion statement

All payments will be made in the currencies listed on and accepted by the web site. The amount charged on your credit card will appear in EUR converted into RSD at the current exchange rate of the National Bank of Serbia for that day. When charging your credit card, the same amount is converted into your local currency, at the exchange rate fixed by the credit card associations. As a result, there may be a difference between the amount collected and the amount stated on our website.

Privacy Protection

On behalf of Koloid (Koloid d.o.o.) we undertake to protect the privacy of all our users.

We only collect necessary, general user information, to ensure punctual delivery of the selected products and to keep users properly informed, in line with good business practices and with the aim of providing a quality service.

All user information is treated as a trade secret and accessible only by employees on a need-to-know basis for doing their job. All Koloid (Koloid d.o.o.) employees, as well as its business partners and associates are accountable for adhering to privacy protection principles.

Protection of confidential transaction data

On entering payment card information, confidential information is transferred via a public network in protected (encrypted) form, using SSL protocol and PKI system, as the current state-of-the-art encryption technology. Data security during a transaction is guaranteed by Banca Intesa AD Beograd as the payment card processor. Our system has no access to payment card information.

Complaints

Email for complaints: [email protected]

Note: Owing to our operational organisation, we use email as the primary means of communication. As regards customer care standards, Koloid applies strict criteria – your suggestions are always welcome and any and all complaints will be handled.

Before using your product, please examine it closely. In case of any factory damage to a product (e.g. damaged box or bottle), we will accept your complaint. If a product has been damaged otherwise, due to user neglect, we cannot accept your complaint.

You do not need to keep your receipt/invoice in order to make a complaint as Koloid keeps records of its customers to provide the highest standard of service.

If you are not satisfied with your product, apart from defect or damage, please contact us for support by email. However, if you wish to return the product, you can exchange it for other products, of a lower or higher value, with a surcharge or refund, depending on the option you choose. For returning a product, without exchanging it for another, you will get your money back, in the same way as you have paid for it (in cash or into the account linked to your payment or credit card. The product you exchange or return MUST NOT BE DAMAGED OR USED (or washed) and MUST BE RETURNED IN ITS ORIGINAL PACKAGING. For product exchanges, the customer bears the delivery costs (shipping in both directions: for a returned product and the new one taken in exchange) or the costs of returning the product.

Rest assured we will accept all legitimate complaints and depending on your requests replace the product(s) or give you your money back.

Note: complaints must be received within 7 days of receipt of the shipment.

Refund

In the case of returns of goods and refunds, regardless of the reason for the return, Koloid (Koloid d.o.o.) is required to refund the customer who has paid with any of the payment cards, in part or in full, only through VISA, EC/MC and Maestro payment systems, which means that the bank will, at the seller’s request, refund the money to the card holder’s account.

Prices

All prices on the web site include VAT.  If a customer places an order, but meanwhile the price of the product changes, Koloid will accept the price effective at the time of receipt of the order.

Thank you for your understanding and patience while waiting for your Colloid products.