BASIC COMPANY INFORMATION
Full name of the legal entity: Svetlana Vukašinov PR Aguara Chocolate
Address: Drugoj oktobar 148, 26226 Mramorak
Activity and activity code: Production of chocolate and other confectionery products, 1082
Registration number: 64560646
Tax identification number: 109980990
Web address: www.aguarachocolate.com
Contact phone: +381 (64) 610 76 15
Contact e-mail: info@aguarachocolate.com
WHAT IS AGUARA STORE?
The Aguara Chocolate online store is a specialized platform for the sale of chocolates, chocolate candies, cocoa and chocolate drinks, as well as gift programs and gift wrapping.
CONVERSION STATEMENT
All payments will be made in the local currency of the Republic of Serbia – dinar (RSD). For informational display of prices in other currencies, the middle exchange rate of the National Bank of Serbia is used. 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 cannot be known to us 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.
DELIVERY OF GOODS AND POSSIBLE LIMITATIONS
Delivery is free for all orders over 4000 RSD.
The minimum order amount is 1000 RSD.
We send our products by PostExpress courier service of the Serbian Post.
The courier will call you before delivery.
Delivery on the territory of the Republic of Serbia (excluding Kosovo and Metohija).
You pay for the goods on delivery if you have not previously paid by card or by bank transfer.
Packaging and transport
The goods are packed in a three-layer coated cardboard box to prevent damage to the product during transport.
When the outside temperature is higher than 24 degrees, the chocolate may melt during transport, so in that case we do not recommend sending via courier.
However, if you still decide to send, we disclaim any responsibility for damage to the ordered products caused by the high outside temperature.
Delivery price
For orders worth up to 3500 RSD, the postage is 490 RSD (+60 RSD if charged on delivery).
For orders worth over 3500 RSD, delivery is FREE throughout Serbia (where delivery is carried out by the Post Express courier service).
Delivery time
After receiving the order, we ship the product within 2 business days, of which we will inform you via e-mail.
In case we do not have the ordered products in stock, we will inform you via e-mail or phone number you provided when ordering.
COMPLAINTS POLICY
Possible damage to the package
Due to the policy of the PostExpress service, the package cannot be inspected – opened before the package is collected, paid for and recorded. You can ask the courier to wait until you
open the package, but before that you must collect it and pay for it.
The complaint procedure is initiated in the event of:
loss or complete damage to the shipment,
damage or reduction of the contents of the shipment,
exceeding the deadline for the transfer and delivery of the shipment and
non-delivery of the shipment.
The recipient can initiate a complaint procedure for exceeding the deadline for the transfer and delivery of the shipment only if he has paid the postage for the shipment.
For information on the documentation required for the complaint procedure, as well as the deadlines for initiating the complaint procedure for PostExpress shipments, please
visit the instructions page.
If you need to complain about a certain item for quality, we will fulfill all legally defined obligations for the seller, in the same way as if you had purchased the goods in a traditional store.
If you want to start the complaint process, you need to contact us by email at info@aguarachocolate.com or by phone at +381 (64) 610 76 15
Aguara Chocolate does not assume any responsibility for customer errors, products purchased incorrectly or any other errors related to your actions when purchasing on the Website. If you have irregularities in the operation when purchasing a product on the Website or you have not received the purchased product, please contact customer service by phone at +381 (64) 610 76 15 or by email at info@aguarachocolate.com and we will do our best to eliminate the irregularities so that you receive the purchased product.
Costs of returning goods and money
The costs of returning goods and money are borne by the buyer, except in cases where the buyer receives a defective or wrong item.
In the event of returning goods and refunding funds to a customer who previously paid with one of the payment cards, partially or in full, and regardless of the reason for the return, Aguara Chocolate is obliged to make the refund exclusively via VISA, EC/MC, Maestro, Amex and Dina payment methods, which means that the bank will, at the seller’s request, refund the funds to the cardholder’s account.
In the event of damage to the package (packaging), please do not accept the product.
Otherwise, we are not responsible for any damage that may occur.
USER PRIVACY PROTECTION
On behalf of Aguara, we are committed to protecting the privacy of all our customers. We collect only necessary, basic data about customers/users and data necessary for business and information
e users in accordance with good business practices and in order to provide quality service. We give customers the opportunity to choose, including the opportunity to decide whether or not they want to be removed from mailing lists used for marketing campaigns. All data about users/customers
are strictly kept and are available only to employees who need this data to perform their jobs. All employees of Aguara (and business partners) are responsible for respecting the principles of privacy protection.
PROTECTION OF CONFIDENTIAL TRANSACTION DATA
When entering payment card data, confidential information is transmitted via a public network in a protected (encrypted) form using the SSL protocol and PKI system, as currently the most modern cryptographic technology.
Data security during purchases is guaranteed by the payment card processor, Banca Intesa ad Beograd, so the entire payment process is carried out on the bank’s website. At no time is payment card data available to our system.
REFUND
In the event of returning goods and refunding funds to a customer who previously paid with one of the payment cards, partially or in full, and regardless of the reason for the return, Aguara is obliged to make the refund exclusively via VISA, EC/MC, Maestro, Amex and Dina payment methods, which means that the bank will, at the seller’s request, refund the funds to the cardholder’s account.
VAT STATEMENT
VAT included in the price and there are no hidden costs.
