General Terms and Conditions

1. General

These General Terms and Conditions have been drawn up in accordance with consumer protection regulations, the recommendations of the Chamber of Commerce and Industry of Slovenia and international codes for online and electronic commerce. The online shop www.jelenov-greben.si (hereinafter the »online shop«) is operated by Jelenov greben PTC d.o.o (hereinafter the “Merchant”).

By registering in the online shop, the visitor receives a username, which is the same as their email address, and a password set by the user. The username and password unambiguously identify the user and link them to the data entered. By registering, the visitor confirms and guarantees that they are an adult with full legal capacity. By registering, the visitor becomes a user and acquires the right to make purchases. By purchasing a product, the user becomes a buyer.

These General Terms and Conditions define the operation of the online shop, the rights and obligations of the visitor, user and buyer, and the business relationship between the Merchant and the user as a buyer of products from the range of homemade products.

2. Availability of information

The Merchant undertakes that the following will always be available to the user:

• information on the Merchant's identity (in particular the company name, registered office and the number of the register in which the company is entered);
• contact details that enable the user to communicate quickly and effectively with the Merchant (email address, phone, etc.);
• information on the essential characteristics of products or services in the shop's range, including after-sales services and warranties;
• information on the availability of products or services in the online shop's range;
• the method and terms of delivery of products or performance of services, in particular the place and time of delivery;
• information on the method of payment;
• information on the validity period of the online shop's offer;
• information on the period within which it is still possible to withdraw from the contract and the conditions for withdrawal;
• information on the possibility of returning products and whether, and how much, such a return costs the user;
• information on the procedure for user complaints and the details of the Merchant's contact person for users.

3. Product offer, delivery time and collection

Due to the nature of online business, the product range in the online shop changes and is updated frequently and quickly.

The delivery time for products in stock is 3 working days for delivery addresses in Slovenia, unless the delivery service delivers later to a particular address (see point 10). For other products, the delivery time stated with the product in the online shop applies to delivery addresses in Slovenia. Each product in the online shop is available within a reasonable time.

When placing an order, the user chooses one of the following methods of receiving the products:

• in person at the company's registered office in Olimje, in which case no postage is charged;
• by cash on delivery, in which case postage is also charged.

4. Payment methods

The Merchant offers the user the following methods of payment for products from the online shop:

• by advance bank transfer of the purchase price to the Merchant's account based on an offer or pro-forma invoice, in which case the online price applies (see point 5);
• by credit card via the Stripe platform

5. Prices and discounts

The online price applies to all registered users of the Merchant's online shop. Surcharges may be added to the online price depending on the selected payment method (see point 4).

All prices in the online shop are in euros and include VAT, unless expressly stated otherwise. All prices in the online shop are product prices and do not include delivery costs (see points 3 and 10). All prices apply only to electronic orders placed through the online shop. Discounts cannot be combined.

• All prices apply at the time the order is placed and have no predetermined validity, so they apply only until they are changed. Despite the Merchant's best efforts to provide the most up-to-date and accurate information, the stock information may occasionally be incorrect. In such a case, and where the stock of a product changes while the order is being processed, i.e. between placing the order and its confirmation, the Merchant will:
• notify the user (buyer), who will then have the option of changing the order or cancelling it in part or in full;
• or allow the user (buyer) to withdraw from the purchase while offering a solution that is to the benefit and satisfaction of both parties.

6. Purchase procedure

6.1. Technical steps leading to the conclusion of the sales contract

• The following technical steps are available to the user (buyer) during the purchase: logging in to the online shop with an email address or user password, if the user (buyer) has previously created a user account (see also point 1);
• searching for a product in the online shop's range; selecting a product to buy; adding the selected product to the shopping cart;
• determining the quantity of the product in the shopping cart;
• reviewing the price of the selected product in the selected quantity, including tax, if charged;
• selecting the delivery method (see also points 3 and 10);
• selecting the payment method (see also point 4);
• reviewing the order with the selected delivery method and delivery costs, if charged, then confirming and placing the order and thus completing the purchase (see also points 6.3 and 6.4).

6.2. Technological means for identifying and correcting errors before placing an order. Before placing an order, the graphical user interface allows the user (buyer) to immediately, easily and without difficulty:

• see and review which products they have selected and added to the shopping cart;
• see and review the price of each product and the total price of the selected quantity of each product;
• change the selected quantity of each product and calculate the new price for the changed quantity;
• remove selected products they do not wish to buy from the shopping cart, and
• calculate the applicable tax, according to the tax rate that applies to the selected product and its price (the tax base).

Before confirming the order, the graphical user interface allows the user (buyer) to immediately, easily and without difficulty:

• change the selected delivery method;
• change the selected payment method, and
• review and confirm individual changes.

6.3. Order received

After placing an order, the user (buyer) receives an email from the Merchant confirming that the order has been received. Within 1 hour of receiving this notification, the user (buyer) may cancel the order without consequences. Apart from cancellation, the user (buyer) cannot change the content of the order after it has been placed.

Detailed information on the status and content of each order is always available to the user (buyer) in their profile on the Merchant's website.

6.4. Order confirmed

If the user (buyer) does not cancel the order, it goes on for further processing. On receipt, the Merchant reviews the order, checks the availability of the ordered products and confirms the order or rejects it with a reason. To verify information or ensure accurate delivery, the Merchant may also contact the user (buyer) by phone at the contact number provided. When confirming the order, the Merchant informs the user (buyer) by email of the expected delivery time.

6.5. Goods dispatched

Within the agreed time, the Merchant prepares and dispatches the ordered products and informs the user (buyer) by email. In this email, the Merchant also informs the user (buyer) of the returns policy and the contact persons in case of a complaint or delivery delay.

7. Sales contract

The Merchant issues the user who buys a product from the online shop a written invoice with itemised costs and an explanation of the right to withdraw from the purchase by returning the purchased product, where necessary and possible. The sales contract in the form of a purchase order is stored electronically on the Merchant's server and is accessible to the user (buyer) at any time in their user profile. The sales contract is concluded in Slovenian.

The sales contract between the Merchant and the user (buyer) is concluded at the moment the Merchant confirms the order (see point 6.2). From that moment on, all prices and other terms of purchase are fixed and apply to both the Merchant and the user (buyer).

8. Right of withdrawal, return of products

The user (buyer) has the right to notify the Merchant, within 14 days of receiving the ordered products, at the contact email address ptc@jelenov-greben.si , that they are withdrawing from the sales contract, without having to give a reason for this decision. Returning the unused purchased products to the Merchant within the withdrawal period is considered notice of withdrawal. The only cost borne by the user (buyer) as a result of withdrawing from the sales contract is the cost of returning the products to the Merchant.

The purchased products must be returned to the Merchant no later than 7 days after sending the notice of withdrawal. The purchased products must be returned to the Merchant undamaged, unused, in their original packaging and in unchanged quantity, unless the products have been destroyed, spoiled, lost or their quantity has decreased through no fault of the user (buyer).

For returned products, the Merchant will refund the amount paid or the gift voucher used to the user (buyer) as soon as possible and no later than 14 days after receiving the notice of withdrawal; any promotional codes and other discounts used are not refunded to the user (buyer). The Merchant refunds the amount paid in the same way as the payment was made in the online shop (payment to the user's (buyer's) personal or bank account,..). A gift voucher used is refunded by the Merchant in the form of a credit note.

The contract withdrawal form is available to users: HERE

For goods that cannot be returned by post, the Merchant charges the buyer the cost of returning the goods according to the price list of its contractual transport partner.

9. Warranty

Products have a warranty if this is stated on the invoice or the warranty card. The warranty is valid subject to the instructions and conditions stated on the warranty card and on presentation of the invoice. The warranty period is stated on the warranty card or invoice. Warranty information is also stated in the product presentation in the online shop. If there is no warranty information in the online shop, the product has no warranty.

The user (buyer) can claim the warranty with the Merchant or directly with the manufacturer of the product or its authorised service centre. The buyer can claim the warranty with the warranty card and invoice. The buyer bears the cost of delivering the product under complaint. The manufacturer or its authorised service centre must carry out the warranty repair within 45 days of receiving the product for repair, or otherwise replace the product with another, equivalent product in perfect condition.

The Merchant is liable for material defects in the goods that appear within two years of receipt of the goods, in accordance with the Consumer Protection Act (ZVPOT).

10. Delivery

The Merchant will deliver the ordered products to the user (buyer) within the agreed time. The Merchant's contractual partners for delivering parcels are Pošta Slovenije and DPD. The Merchant reserves the right to choose another delivery service if this allows the order to be fulfilled more efficiently. 

 Delivery rate within Slovenia: €6.90

Delivery rate to Croatia Zone 1: €12.50

Delivery rate to Croatia Zone 2: €12.50

Zone 1: 10000 -10999 33000-33412 40000 – 49999 53000-53262

Zone 2: all others 

11. Security

The Merchant uses appropriate technological and organisational means to protect the transmission and storage of personal data and payments.

Users are also responsible for security themselves, by keeping their username and password secure and by having appropriate software and antivirus protection on their computer.

12. Privacy policy

The Privacy Policy, available below, is also part of these General Terms and Conditions.

13. User opinions and product reviews

Opinions, comments and product reviews submitted by users or visitors are part of the online shop's functionality and are intended for the user community.

The Merchant is not responsible for the content of opinions, comments and product reviews submitted by users or visitors. The Merchant reviews opinions, comments and reviews before publication and rejects those that contain obvious untruths, are misleading, offensive, obscene or, in the Merchant's opinion, offer no benefit to other users or visitors of the online shop. The Merchant is not responsible for the information in opinions, comments and reviews and disclaims any liability arising from this information.

By submitting an opinion, comment or review, the user or visitor expressly agrees to the terms of use and allows the Merchant to publish part or all of the text in all electronic and other media. The Merchant has the right to use the content of the opinion, comment or review without time limit and for any purpose in the Merchant's business interest, including publication in advertisements or other marketing communications. The author of the opinion, comment or review also declares and guarantees that they own the material and moral copyright in the opinions, comments or reviews written and transfer these rights to the Merchant free of charge, non-exclusively and without time limit.

14. Liability

The Merchant makes every effort to ensure that the information published in its online shop is up to date and correct, but product characteristics or delivery times may change so quickly that the Merchant is unable to correct the information published in the online shop in time. In such a case, the Merchant will notify the user (buyer) of the changes and allow them to withdraw from or change the order (see point 5).

Although the Merchant strives to provide accurate photographs of the products sold in the online shop, all photographs should be regarded as illustrative. Photographs do not guarantee the characteristics of the product.

From the moment the parcel with the ordered products is handed over to the post office, the Merchant is not liable for physical damage, destruction or loss of the parcel, nor if any contents of the parcel are missing or the parcel shows signs of having been opened. In these cases, the user (buyer) must start a complaint procedure with the delivery service or refuse the damaged parcel. Together with the delivery service, the Merchant will ensure that the complaint is resolved as quickly as possible.

15. Complaints, disputes and applicable law

The Merchant complies with the applicable consumer protection regulations. The Merchant has an effective complaint handling system and a designated person whom the user (buyer) can contact by phone or email in case of problems. In case of problems, the user (buyer) can call for help on tel.: 065 551 022 . The user (buyer) can submit a complaint to the email address ptc@jelenov-greben.si . The complaint procedure is confidential.

Within five working days, the Merchant will confirm receipt of the complaint, inform the user (buyer) how long it will take to process it, and keep them informed throughout the procedure. The Merchant will make every effort to resolve any disputes amicably. If an amicable settlement is not reached, the competent court in Celje has exclusive jurisdiction over all disputes between the Merchant and the user (buyer). As participants in electronic commerce, the Merchant and the user (buyer) mutually recognise the validity of electronic messages in court.

These General Terms and Conditions and all disputes between the Merchant and the user (buyer) are governed by Slovenian substantive and procedural law, excluding the rules of private international law that would point to the application of any other law.

For all relationships, rights and obligations not covered by these General Terms and Conditions, the provisions of the Obligations Code, the Electronic Commerce Market Act, the Personal Data Protection Act and the Consumer Protection Act apply accordingly.

In accordance with legal standards, Jelenov greben d.o.o does not recognise any provider of out-of-court consumer dispute resolution as competent to resolve a consumer dispute that a consumer could initiate under the Out-of-Court Consumer Dispute Resolution Act.

Jelenov greben d.o.o, which as a provider of goods and services operates the online shop, publishes on its website an electronic link to the online dispute resolution platform (ODR). The platform is available to consumers here:

https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.show&lng=SL

This arrangement derives from the Out-of-Court Consumer Dispute Resolution Act, Regulation (EU) No 524/2013 of the European Parliament and of the Council on online dispute resolution for consumer disputes, amending Regulation (EC) No 2006/2004 and Directive 2009/22/EC.

16. Changes to the General Terms and Conditions

In the event of changes to regulations governing online shops, data protection and other areas related to the operation of the Merchant's online shop, and in the event of changes to its own business policy, the Merchant may amend and/or supplement these General Terms and Conditions, and will inform users of this each time in an appropriate manner, in particular via the website www.jelenov-greben.si . Any amendments and/or additions to the General Terms and Conditions take effect eight days after their publication. If an amendment and/or addition is urgent for compliance with regulations, it may exceptionally take effect sooner.

A user who does not agree with the amendments and/or additions to these General Terms and Conditions must cancel their registration within eight days of the publication of the notice of the amendment and/or addition; otherwise, after this period, the user is deemed to accept the amendments and/or additions, and no evidence to the contrary is admissible. Registration is cancelled by the user notifying the Merchant of the cancellation in a written statement.

The General Terms and Conditions were adopted by the Merchant's director in Olimje on 1.2.2023

We wish you many pleasant and good-value purchases in our online shop!

Returns

The buyer has the right to return the ordered products within 14 days of receiving them (unless it is a personalised laser-engraved product) without having to give a reason for this decision. The only cost borne by the buyer as a result of withdrawing from the sales contract is the cost of returning the products. Purchased products must be returned within 14 days at the latest to the address:

JELENOV GREBEN PTC d.o.o, Olimje 90, 3254 Podčetrtek

For returns, print out the product return form: Product return form

Purchased products must be returned undamaged, unused, in their original and undamaged packaging (there must be no postal labels or similar on the product packaging) and in unchanged quantity, unless the products have been destroyed, spoiled, lost or their quantity has decreased through no fault of the buyer. The right of return does not apply to software, audio and video media or if the buyer has broken the security seal.

For returned products, Jelenov greben will refund the amount paid or the gift voucher used to the buyer as soon as possible and no later than 14 days after receipt; any promotional codes and other discounts used are not refunded to the buyer. Jelenov greben refunds the amount paid in the same way as the payment was made in the online shop (payment to the buyer's personal or bank account,..). A gift voucher used is refunded by Jelenov greben in the form of a credit note.

For goods that cannot be returned by post, we will charge you the cost of returning the goods according to the price list of our contractual transport partner.

Complaints

The buyer may report a defect at any time during the warranty period. The consumer can claim the warranty for products that carry a mandatory warranty (the list of these products is set out in the Rules on goods for which a warranty for faultless operation is issued) and for those for which a voluntary warranty has been given. During the warranty period, the consumer may ask the guarantor to remedy the defect free of charge. If the defect cannot be remedied or the company does not remedy it within a total of 45 days, the consumer may request a replacement with a new product free of charge. After this period, repairs are carried out only against payment. Only if a repair is not possible or the company does not carry it out within a total of 45 days may the consumer request a replacement with a new, faultless product.

What is the procedure for claiming the warranty? Within the warranty period and under the warranty conditions, the buyer must submit a written request to the guarantor to remedy the defects, presenting the product together with the warranty and service card and a copy of the invoice. The buyer incurs no costs for the remedy of defects or replacement of the product. If the seller finds that the defect was caused by improper handling by the buyer, so that the warranty claim is unjustified, the product will be returned with a written notice at the buyer's expense.

Send complaints to ptc@jelenov-greben.si .