General terms of sale

The General Terms of Sale for the ELASTOMERI online store (https://shop.elastomeri.si) govern the business and contractual relationship between the ELASTOMERI online store and visitors to the online store or customers. They have been compiled in accordance with the Consumer Protection Act, the Electronic Communications Act and the Personal Data Protection Act. The ELASTOMERI online store (hereinafter referred to as the online store) is owned and operated by Elastomeri d.o.o. Celje, Bežigrajska cesta 4, 3000 Celje, VAT ID No.: SI56652046 (in these General Terms and Conditions also referred to as “ELASTOMERI”). More information about the company and the company’s business card is available at www.elastomeri.si.

All orders, purchases and other services ordered through the online store are subject to the exclusive General Terms of Sale for the ELASTOMERI online store (hereinafter also referred as the “General Terms and Conditions”).

You can select, print and save the General Terms and Conditions for the online store as a PDF at any time. They can be found at the bottom of the website.

 

Customer Support Services – Contacts

If you need general information about online orders, online delivery or returns of goods, and how to use the website, you can contact our personnel:

E-mail: info@elastomeri.si

Tel: +386 3 428 28 28, Mon – Thu: 8 am to 4:30 pm and Fri: 8 am to 2 pm

We also offer online shopping assistance via the Live chat online application, which provides immediate assistance to website visitors. Using Live chat, you communicate directly with our operator via messaging.

 

Prices

All prices of products in the online store are listed in euros (EUR) and do not include value added tax (VAT). All prices displayed on the website https://shop.elastomeri.si can be changed without prior notice. Prices are valid at the time of the order and do not have a predefined validity.

In case the price of the item changes during the processing of the order, the provider undertakes to try to find a solution to the satisfaction of both parties. Otherwise, the provider will allow the customer to withdraw from the purchase.

 

Login or registration

You can purchase products in the online store as a guest (without a user account) or as a registered customer (with a user account), both hereinafter referred to as “customer”. To make a successful purchase, both the registered customers and guests of the online store must tick the checkbox for agreeing to the General Terms and Conditions and the checkbox for agreeing to the processing of personal data. It concerns the processing of personal data for the purposes of providing services within the online store. To make a purchase in the online store, the customer must enter: name, surname, address, city, postal code, country, e-mail address and contact telephone number (in the case of companies also the tax ID number). This information is required to execute the order. The customer must be at least eighteen years of age to carry out the purchase.

Unregistered customers cannot take advantage of the benefits offered by registration on the website, such as:

• easy re-ordering without the need to reenter data
• the possibility to review the outstanding order status
• the possibility of accessing the purchases and orders archive
• redemption of gift vouchers
• redemption of return credit notes
• bid payment and issuing the invoice to the company
• faster resolution of complaint requests
• faster exchange of goods (within the context of contractual rights)
• changing the address for receipt of the consignment

The customer is responsible for secure storage of the username and password. In case of suspicion that there exists a threat to the security of their user account, the customer is obliged to promptly change his or her password. By entering the data at registration, the customer guarantees that the entered data is correct.

 

Orders – the purchase procedure

In the online store, the visitor can look for the desired product in several ways:

• they can search for a product using the navigation menu. Hover the mouse pointer over the desired category in the menu and select the desired brand;
• they can search for a product using the search bar. The name or keyword of the desired product is entered in the box.

A subpage with the products of the selected brand is then opened to the visitor. On the left side of the screen there is a filter listing certain product attributes for easier searching (price range, dimensions, etc.). It is possible to preview the product – the product image is displayed (hovering the cursor over the image, displays icons enabling you to quickly add the product to the basket or to the wish list), the product name and the price. Clicking the product image or name opens a product subpage to the visitor, where we find:

• product images (click on the image to enlarge it). It is also displayed if the product is new and/or exposed or is discounted.
• the product name and the link to the section where you can enter your opinion of the product.
• the product price – it may vary depending on the selected product variant (for example: the product price may vary depending on the material from which it is made).
• information on the product availability (if the product is not in stock, it is possible to send an inquiry by pressing the “Send inquiry” button. When the product is back in stock, the website visitor will be notified via e-mail.
• all available product variants
• various options: adding to the wish list, product sharing (via e-mail, social networks), product details, opinions of other customers.

On the right side there are boxes where you can enter the desired quantity of products. The visitor can add the product or products to the basket by clicking the “add to basket” button at the bottom of the section. When the visitor adds the product to the basket, a window with a basket preview appears. Thus, the visitor can, if he wishes, immediately complete the purchase by clicking the “Checkout” button. If the visitor chooses the “Shopping Basket Overview” option, he will be redirected to the page leading to the shopping basket overview and the completion of the purchase. There, the customer can edit the basket (change the quantity and/or remove the products, if so desired). After having made changes to the quantities, it is necessary to press the “update basket” button. Any discount code is entered by the visitor in the box provided for this, and confirms it by pressing the “Apply Discount” button.

If the visitor wants to completely empty the basket, he should press the “Clear Basket” button. To add another product, he should select “Continue shopping”. In the same place there is also a link to the completion of the order – “Continue to payment”, where the customer enters his personal data for the order. Missing or incorrect content is displayed with a red box and a correction warning. Here you can also select the delivery method.

Clicking the “Next” button leads the visitor to choose the method of payment:

• payment using the PayPal service (click the blue button with the “Pay with PayPal” inscription, a window will appear where you need to enter the username and password of your PayPal account);
• by bank transfer or payment by proforma invoice (after the completion of the order, the customer receives an order confirmation and payment information via e-mail). Under the reference, the customer enters the order number. The order must be paid no later than three (3) days from the receipt of the e-mail with payment information. Otherwise, the company ELASTOMERI d.o.o. will reject the customer’s order. The deadline for preparing the order starts when ELASTOMERI d.o.o. receives the wire transfer to the bank account.
• direct debit credit card payment (Visa, MasterCard, Maestro, AmericanExpress);

Shopping with payment cards in the online store of the company ELASTOMERI d.o.o. is completely safe. Measures that comply with national and European legislation governing payment services are provided. The measures are intended to reduce fraud in online payments.

Throughout the entire process of order completion, the customer can view the “order summary”, where the products are listed in the basket including the associated quantities, the total order value. In addition, it is also possible to change the delivery address and delivery method.

The customer completes the order by pressing the “Submit Order” button. When the customer confirms the order, a notification about the successful completion of the purchase is displayed, after which they receive the order details or order receipt confirmation and order tracking code on the e-mail address.

This is followed by an overview and preparation of the order by the ELASTOMERI company. The purchase agreement between ELASTOMERI and the customer is concluded when the customer receives an e-mail with the notification “Your order is ready for shipment”. The confirmed order or the purchase agreement is stored in electronic format on the ELASTOMERI d.o.o. server. The customer can request a copy of the agreement by sending a request by e-mail to info@elastomeri.si.

The customer is bound by the General Terms and Conditions that are valid at the time of placing an online order or purchase. By placing an order, the customer confirms his or her awareness of the General Terms and Conditions.

 

Prices

All prices of products in the online store are listed in euros (EUR) and do not include value added tax (VAT). The price that binds the customer is the price that is valid at the time of placing the order.

 

Delivery

The company ELASTOMERI d.o.o. strives for the fastest possible delivery of ordered goods in the territory of the Republic of Slovenia. Delivery is carried out in cooperation with Pošta Slovenije (Post of Slovenia), DPD or GLS.

The delivery time is listed next to each individual product and starts the next working day after the order is confirmed. Saturdays, Sundays and public holidays are not counted in the delivery time. The company ELASTOMERI d.o.o. reserves the right to deliver partial shipments.

In case the company ELASTOMERI d.o.o. due to unforeseen circumstances (extraordinary weather conditions, delays in postal services, delays due to infectious diseases Covid-19 and similar) will not be able to deliver the ordered products within the scheduled delivery time, they will notify the customer by e-mail or phone and offer a new delivery deadline. In this case, the customer has the right to withdraw from the contract free of charge.

 

Discount code

Discount codes are time-limited and bring a variety of benefits. They are posted on various advertising messages, in promotion e-mails, social networks and other media.

Codes can be tied to a specific product or to an entire purchase. In the case of a code related to a specific product, it is necessary to enter each code separately in the “discount code” box and confirm it. Accrued discounts are deducted from the final purchase amount. For the same product, only one code can be redeemed per purchase.

The code cannot be exchanged for cash.

 

Shipment pickup and proposed steps

When receiving the shipment, we suggest that the customer follow the following steps:

• the customer should check that the shipment is intact
• the customer should check that he or she has received the product they ordered
• the customer should carefully open the package and keep it intact, without discarding the labels and protections until they are completely sure that they will keep the product.

If the customer finds that the received shipment is damaged, they must initiate a complaint procedure. Within 30 days of receiving the goods, they must bring the product to the post office or agree with the local post office to pick up the product at home and together with the postal employee make a report on the damaged shipment. To speed up the entire process, please send a copy of the minutes to info@elastomeri.si. Further resolution of the damaged shipment is carried out by the company ELASTOMERI d.o.o., and the customer is sent a new undamaged product or returned the purchase price.

If the customer finds that the received product is not the product that they ordered, they should not open the packaging, but should contact the company ELASTOMERI d.o.o. at info@elastomeri.si, where they will provide a solution to the problem.

 

Withdrawal from the contract – return of goods

In the case of contracts concluded through the online store, the customer has the right to inform the company ELASTOMERI d.o.o. within 14 days that they are withdrawing from the contract (no need to state reasons). The only cost related to the withdrawal from the contract that the consumer is liable to pay is the cost of returning the goods.

The customer has no right to withdraw from the goods contracts when:

• they were manufactured according to the consumer’s precise instructions and adapted to their personal needs,
• they, by their nature, are not eligible for return,
• they have visible traces of use or assembly of the product (dust, hair, scratches, stains, dirt – hygiene defects),
• they are returned inseparably and mixed with other objects.

If the customer has already received the goods and withdraws from the contract, they must return the goods undamaged and in the same quantity to the company within 14 days after notification of the company of their withdrawal. The goods or the product should be returned by the customer in the original undamaged packaging in order to avoid a reduction in the refund. Upon return, the customer should enclose a copy of the original invoice and any other related documentation in the shipment. Product packaging must be intact.

The customer is responsible for reducing the value of the product if the reduction in value is a consequence of handling that is not strictly necessary to determine the nature, characteristics and operation of the goods.

Refunds will be made by the company ELASTOMERI d.o.o. no later than 14 days after receipt of withdrawal from the contract. The company ELASTOMERI d.o.o. may withhold the refund of received payments until the goods are returned or until you provide proof that the goods have been sent back. The purchase price received will be returned by the company with the same means of payment as used by the customer at the time of purchase, unless they have explicitly requested the use of another means of payment.

The time limit for exercising the right to withdraw from the contract with the delivery of goods starts from the date when the customer accepted the goods, and with rendering services from the date of concluding the contract or from the date when the company fulfilled this obligation.

Withdrawal from the contract shall be effected by the customer by sending an unambiguous statement of withdrawal by e-mail to info@elastomeri.si. It is considered that the customer submitted the withdrawal statement in time, if they submit it within the time limit set for withdrawal from the contract.

Address for returning goods by mail:

Elastomeri d.o.o. Celje

Bežigrajska cesta 4

3000 Celje

 

Warranty

The supplier of the product guarantees the quality of the product, however, they do not guarantee the speed of wear and tear of the product, as it largely depends on the user.

The warranty excludes defects and forms of wear and tear resulting from:

• normal wear and tear,
• careless handling of the product,
• lack of adequate maintenance,
• defects that were known to the customer at the time of purchase.

The customer must also enclose a purchase receipt to claim the warranty. The company ELASTOMERI d.o.o. that must repair the goods within 45 days of receiving the request for the elimination of defects is responsible for resolving complaints, otherwise they must provide the customer with a new, flawless product.

If the manufacturer fails to repair or replace the goods with a new one, the customer may terminate the contract or demand a reduction in the purchase price.

The warranty expires as soon as the customer tampers with the product in order to eliminate the defect. The company ELASTOMERI does not cover the costs of eliminating the defect if it is made by the customer himself or a third party without the consent of the company ELASTOMERI.

The customer’s right to claim the warranty expires after two years from the date on which the customer requested free-of-charge repair of the defects or replacement of the goods with a new one.

 

Complaint procedure

Customer satisfaction comes first at the company ELASTOMERI d.o.o., therefore we are aware how important complaints are. The company strives to solve them in the shortest possible time and to the mutual satisfaction, however in accordance with the legally applicable provisions.

Due to a material defect, the buyer can issue a complaint about the defect on the product to the seller within two months of discovering the material defect (for defects that appear on the product after two years of receipt, the seller is no longer responsible), and at his own request demand elimination of defect or refund of the amount paid in proportion to the defect or replacement of the goods or refund of the amount paid. In the notification of a defect the consumer shall precisely describe the defect and enable the seller to inspect the product. If the defect is not in dispute, the company must comply with the consumer’s request as soon as possible and within eight days at the latest. If there is a dispute about the defect, the company must provide the consumer with a written answer within the same period.

In accordance with Article 37 of the Consumer Protection Act, it concerns a material defect if:

• the item does not have the characteristics necessary for its normal use
• the product does not have the characteristics necessary for the particular use for which the customer buys it, but which the seller was or should have been familiar with
• the product has no qualities and distinctions that were explicitly or silently agreed or prescribed
• the seller has delivered a product that does not match the sample or model, unless the sample or model was shown only for sake of notification

The suitability of the products is assessed in relation to conventional products of the same type.

The customer can claim a material defect by sending a notification to the e-mail addressinfo@elastomeri.si,