The General Terms and Conditions define the procedure for ordering, payment, delivery and return or reclamation of goods offered on the website www.yoaofficial.com (hereinafter “Website”).
Subjects of general conditions
The seller of goods on the website www.yoaofficial.com that is ordered and paid for by bank transaction or online is Mattea Concept doo (hereinafter: “Online seller”). The buyer of the goods is a visitor of the Store who selects at least one product, sends the order, and pays for the item in the way he chooses when ordering.
Products and prices
Through the Store, the customer is enabled to purchase all products on the website, whereby the products comply with the accompanying declarations that are published with the products (hereinafter: “Products”). Prices on the website are stated with value added tax (VAT) included. All prices are in Serbian dinars (RSD).
Products are ordered on the website and after order confirmation they are irrevocable (except in cases and according to the procedure provided by applicable laws). If the Online Seller is not able to deliver all the ordered products, it will deliver the available of the selected products, which will notify the Buyer by email (or phone). A complete order is considered when the payment is recorded and when the Internet seller records it (if you order goods from abroad, the full payment and order is when you pay the amount at the price of the product and the courier service that delivers, and the payment is recorded by the Internet seller).
Orders ordered from the Online Seller are delivered to the entrance to the buyer’s residential building. In the case of a residential building, the supplier is not obliged to carry the goods to the floor where the buyer is located, but to the entrance to the building.
The goods are delivered on the territory of the whole of Serbia and abroad. Delivery is done via the Post Express delivery service, or by DHL if you order from abroad. Delivery for the Balkan countries (Croatia, BiH, Macedonia, Montenegro, Slovenia) can also be done by Post Express, where the price is indicated on the last step of the order. Delivery of the order is within 1 to 4 working days. Delivery time may be longer than specified if the ordered products are not currently available, if the customer placed an order on weekends or public holidays, or in case of emergencies.
The buyer is obliged to sign the delivery note when taking over the product, which the delivery service takes as a confirmation of taking over the ordered products.
If the buyer refuses to receive the ordered goods upon delivery to the desired address, the online seller has the right to request reimbursement of postage and own handling costs.
The price of delivery is borne by the buyer during the delivery of the package in Serbia. Delivery abroad is done by DHL courier service. The delivery price of DHL delivery service is indicated during the last step of ordering on the Online Store website, during the ordering process, in the form of the amount by which the price of the ordered item is increased by the Buyer. The delivery price for the Balkan countries (Croatia, BiH, Macedonia, Montenegro, Slovenia) is indicated on the last step of the order.
Delivery time for goods purchased in the online store is 1 to 4 working days. The deadline starts when the customer makes the payment and when the online store registers it.
Collection of the shipment by the buyer
All shipments from the site yoaofficial.com are delivered between 8 am and 5 pm on weekdays and Saturdays. The goods are delivered to the Buyer personally or to the person specified by the Buyer as the consignee. The buyer or recipient of the shipment must be at the address specified in the order form for the delivery of goods in the period from 8 am to 5 pm, on working days and Saturdays.
If the delivery of the ordered goods is disabled due to the absence of the buyer or other person provided by these Terms and if the goods have to be returned to the starting point, the Buyer will be obliged to bear the cost of returning the goods. The Seller may continue to sell the returned goods to third parties, because at that moment the sale is considered terminated.
When picking up the package, the Buyer visually checks the package in the presence of a courier or postman. If there is visible damage to the package in the form of torn parts or crushing, the Buyer is obliged to request the opening of the package in the presence of an official. If it is established on that occasion that the items are damaged, the courier service officer makes a record of the complaint. In case of damage to the contents of the package, the courier service reimburses the costs incurred. The courier will try to deliver each shipment twice. In case you are not at the address you left when ordering the second time, the courier will try to reach you by phone, which you also specified in the purchase order. If he fails to contact the recipient in this way, the shipment will be returned to us. In that case, the Buyer will be obliged to bear the costs of returning the goods. The Seller may continue to sell the returned goods to third parties, because at that moment the sale is considered terminated.
Delivery costs for shipments amount to 350 dinars for the territory of Serbia, depending on the quantity of ordered items. The price of delivery abroad is charged in accordance with the price of the courier service – DHL. The delivery price of DHL delivery service is indicated during the last step of ordering on the Online Store website, during the ordering process, in the form of the amount by which the price of the ordered item is increased by the Buyer. The price of delivery abroad does not include any customs tax that depends on the country from which you place the order, and which is not specified on the website of the Online Store, because the Online Seller can not affect the amount of customs duty. The delivery price for the Balkan countries (Croatia, BiH, Macedonia, Montenegro, Slovenia) is indicated on the last step of the order.
Protecting user privacy
On behalf of yoaofficial.com internet point of sale and Mattea Concept doo, 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 them 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 who work on the maintenance of the yoaofficial.com online store (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 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 during the purchase is guaranteed by the payment card processor, Banca Intesa ad Belgrade, so the complete billing process is performed on the bank’s website. At no time is payment card information available to our system. ”
When buying you can choose:
upon delivery, cash on delivery if you order products in Serbia / cash on delivery at the time of delivery
payment cards during the purchase process on the site
When choosing to pay for a cash on delivery order, make the payment when delivering the order, on the spot, at the address you specified when shopping on the Online Store.
Payment by payment cards during the purchase process on the site
Payment on our site when choosing a payment method with payment cards, it is possible with the following types of cards: MasterCard, Maestro, Visa, American Express.
The buyer has the right to complain about the product in accordance with the laws of the Republic of Serbia.
When picking up the shipment, the buyer is obliged to check the delivered package in the presence of the courier. If there is visible damage on the delivered package (torn parts and crushing, breakage), the buyer is not obliged to take over the package. The online seller will inform the buyer about the further procedure as soon as possible.
In the case of returning goods and refunding funds to a customer who has previously paid for one of the payment cards, in part or in full, and regardless of the reason for the return, the online store yoaofficial.com ie. Mattea Concept doo is obliged to make a refund exclusively through VISA, EC / MC and Maestro payment methods, which means that the bank will refund the funds to the cardholder’s account at the request of the seller.
Withdrawal from purchase
In accordance with the Law on Consumer Protection, for every purchase via the Internet, a buyer who is considered a consumer in terms of the said law has the right to unilaterally terminate the contract within 14 days from the date of collection, or cancel the purchase.
Transport costs in the event of unilateral termination of the contract are borne by the buyer. In case of withdrawal from the contract, the consumer is entitled to a refund. The money is returned to the customer upon receipt of the product, and after it is determined that the product is undamaged and correct. The buyer is obliged to return the product without delay, and no later than 14 days from the day when he sent the withdrawal form. After the expiration of the period of 14 days from the day when he sent the Withdrawal Form, the product can no longer be returned. When returning the goods, it is obligatory to return them in the correct and unused condition and in the original undamaged packaging. 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 resulting from the handling of the goods in a way that is not adequate, ie exceeds what is necessary to establish its nature, characteristics and functionality.
If the purchased goods do not match
If the buyer after testing the item determines that the size is not appropriate, it is necessary to fill out the form received with the purchased goods.
When contacting the Online Seller, the buyer is obliged to transfer the package number written under the Ref number 1 or the package tracking number. The ordered item cannot be changed if it is worn, ie when returning the goods, it is obligatory to return it in the correct and unused condition, as well as in the original, undamaged packaging.
The deadline for returning the item is 14 days from the moment of receiving the product. Transport costs are borne by the buyer, except in cases where the buyer receives a defective or incorrect item.
You can download the form of the statement on withdrawal from the contract HERE.
Statement of conversion in the case of another currency
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.
All payments will be effected in Serbian currency – dinar (RSD). The amount of your credit card account will be charged for is obtained through the conversion of the price in Euro into Serbian Dinar according to the current exchange rate of the Serbian National Bank. When charging your credit card, the same amount is converted into your local currency according to the exchange rate of credit card associations. As a result of this conversion there is a possibility of a slight difference from the original price stated in our web site.
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 at +381 62 / 1584-973 or send us an e-mail with your details (name, surname, phone number, order number) to email@example.com 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 box found that the delivered goods do not match the ordered or the information on the invoice is not appropriate, please check your package in the presence of a 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 at +381 62 / 1584-973 or send us an e-mail with your details (name, surname, phone number, order number) to firstname.lastname@example.org and state the reason why you refused to download the package. We will inform you as soon as possible about further action.
If there are discrepancies in the purchased product in terms of the provisions of the Consumer Protection Act, please proceed in the manner defined by the Ordinance on consumer complaints for goods purchased through the online store below.
The goods together with the form “Complaint sheet” should be sent to the address Mattea Concept doo (with an indication for the web shop), Arcibalda Rajsa 27/14, 11000 Belgrade.
RULEBOOK ON THE PROCEDURE AND MANNER OF RESOLVING COMPLAINTS THROUGH THE SITE
This Rulebook regulates the manner, conditions and procedure for resolving consumer complaints (complaints) due to non-conformity of goods through the site yoaofficial.com and the authority, obligations and responsibilities of the trader regarding the exercise of consumer rights to complaint.
The consumer, in the sense of this rulebook, is every citizen who makes a purchase via the Internet on the yoaofficial.com website.
The request for a complaint can be submitted by mail to the address Mattea Concept doo, Arcibalda Rajsa 27/14, 11000 Belgrade, with the indication: For the complaint service.
When submitting a request for a complaint, the consumer is obliged to:
a. Deliver the advertised item together with the proof of purchase – invoice.
b. Submit a completed complaint form, which can be downloaded at the following link – COMPLAINT SHEET
c. In the complaint sheet, it is necessary to state the reason for advertising the goods and the desired method of resolution.
d. If the customer does not submit the delivery code, the complaint is not considered
The validity of the request for complaint is determined by the competent commission. The answer to the stated complaint will be sent to the Consumer as soon as possible, which cannot be longer than 8 days. The deadline for resolving the complaint cannot be longer than 15 days, ie 30 days for technical goods.
In case of substantiation of the complaint and its acceptance by the trader, the Consumer has the right at his own choice to:
a. Replacing the purchased product with a defect for a new, correct product or eliminating defects in the product if possible
b. Refund of the amount paid according to the attached invoice, in case the elimination of non-compliance is not possible. Refunds to the Consumer will be made electronically to the current account of the Consumer within 15 days from the date of the complaint.
Mattea Concept doo, which includes the online store www.yoaofficial.com, confirms that the goods it sells are in all respects in accordance with the Declaration by which each of the products is marked.
The consumer initiates the complaint procedure by filling in the Complaint Request, which he / she takes over in the marked link in Article no. 3. In the complaint form, the consumer must enter:
1. your name and surname,
2. address, mobile phone number and e-mail address,
3. item designation and size (data from the invoice),
4. a brief description of the advertised non-compliance,
5. request in accordance with Article 52. Consumer Protection Act,
6. date of receipt of the goods (date of transfer of risk to the consumer),
7. account number,
8. the price at which the advertised goods were purchased,
9. agreed appropriate deadline for acting upon the consumer’s request in case of justified complaints, with which the consumer has agreed,
10. delivery code,
11. consumer signature
This Ordinance shall enter into force on 15.05.2019.