General Terms
These conditions regulate the conditions of purchase and sale of goods, the rights and obligations of consumers and other issues of importance for the functioning of the Internet platform and electronic store Leovitdiet.com (hereinafter: Platform), which operates within the Zdravlje Nacije d.o.o. company. Belgrade-Grocka, with registered office at Dr. Aleksandra Kostića 37, 11306 Beograd-Grocka, e-mail: support@leovitdiet.com, contact phone: +381 65 60 35 160 entered in the Register of Business Entities on March 8, 2018. year by decision number BD 19076/2018, registry number: 21367478, PIB: 110603878, registered activity - Production of homogenized nutritional preparations and dietetic food (hereinafter Leovit).
These general conditions also represent the provisions of the contract between Leovit and each individual consumer who orders goods through the Platform. Leovit operates in accordance with the applicable regulations of the Republic of Serbia, primarily in accordance with the Law on Electronic Commerce and the Law on Consumer Protection. By registering to access the Platform, accessing the Platform once, clicking on the "confirm order" field, and accessing the Platform through other electronic communication channels (via telephone), the consumer declares that he has been informed of the content of the General Terms and Conditions and accepts their provisions. After creating the purchase order on the website www.leovitdiet.com, the consumer will receive an e-mail "Order created" with a notification that he has successfully created the order.
This e-mail is only a confirmation that all prerequisites have been met for the purchase order to be further processed by Leovit and its suppliers of goods, and it does not represent the conclusion of a contract for the sale of goods. After Leovit receives confirmation from the supplier that all items from the purchase order are in stock, and the supplier packs the shipment and sends it by courier service, the consumer will receive an e-mail with the title "Order sent", which informs him that his order has been confirmed and collected. by the courier service. Only after the delivery of this e-mail by Leovit, the contract for the sale of goods between the consumer and Leovit is considered to have been concluded. The contract lasts until the rights and obligations of the contracting parties based on the contract are fulfilled. The goods can be ordered exclusively by adults. Leovit will make reasonable efforts to ensure that the goods featured on the Platform are available in stock in sufficient quantities. Regardless of the above, Leovit will not be liable to the consumer if it happens that a certain product is not in stock at a certain time. Leovit, as a trader, is obliged to highlight the selling price, i.e. the unit price of the goods, in an unambiguous, legible and easily visible manner in accordance with the Law on Trade. All prices listed on the website are final on the day of ordering the goods and include VAT. All prices will be realized in dinars. The trader is obliged to issue an invoice to the consumer for the purchased goods or services and must adhere to the displayed price and conditions of sale. The prices do not include delivery costs, which will depend on the weight of the goods ordered by the consumer. The consumer will have the right to agree on the amount of delivery costs and all other additional costs that he will bear in connection with the goods he orders, before concluding the contract for the sale of goods with Leovit. The main features of the goods and the selling price will be highlighted next to the image of each item, while the business name, registration number, head office address, e-mail address and phone number of the trader will be found on the "Contact" page. Leovit strives to describe all products as accurately as possible. However, Leovit does not guarantee that all the given information regarding the product or the images are 100% accurate, complete, reliable and error-free. The consumer can file a complaint if the product he bought deviates from the data listed on the website.
(In)conformity
In accordance with the Law on Consumer Protection (hereinafter: the Law), Leovit (hereinafter referred to as the Merchant) is responsible for the non-conformity of the goods within a period of 3 (three) months from the date of purchase.
The trader will be responsible for non-compliance of the delivered goods with the contract if:
1. existed at the time of the transfer of risk to the consumer, regardless of whether he knew about this inconsistency;
2. appeared after the transfer of risk to the consumer, if it originates from a cause that existed before the transfer of risk to the consumer;
3. could be easily seen by the consumer, if the Trader stated that the goods conform to the contract.
If the delivered goods do not conform to the contract, the consumer who informed the Trader about the non-conformity, has the right to demand from the Trader to remove the non-conformity, without compensation, by repair or replacement, or to demand a corresponding reduction in price or to terminate the contract with regard to the goods.
The consumer has the right to choose to have the non-conformity of the goods replaced by the trader.
If elimination of non-conformity by replacement is not possible, the consumer has the right to demand a corresponding price reduction or termination of the contract if:
1. non-conformity cannot be remedied by replacement at all or within a reasonable period of time;
2. cannot exercise the right to a replacement, that is, if the Merchant has not performed the replacement within a reasonable period;
3. the exchange cannot be carried out without significant inconvenience for the consumer due to the nature of the goods and their purpose;
4. elimination of non-conformity by repair or replacement represents a disproportionate burden on the Merchant.
The consumer has the right to request a replacement, or to terminate the contract due to the same or another lack of conformity that appears after the first repair, and re-replacement is possible only with the express consent of the consumer.
The merchant is not liable for non-conformity if, at the time of concluding the contract, the consumer knew or could not have known that the goods did not conform to the contract.
It will be considered that the goods conform to the contract if:
matches the description provided by the Merchant;
has properties required for the specific use for which the consumer is purchasing it, which was known to the Merchant or should have been known to him at the time of the conclusion of the contract;
has properties required for regular use of goods of the same type;
in terms of quality and functioning, it corresponds to what is usual for goods of the same type and what the consumer can reasonably expect given the nature of the goods and public promises about the special properties of the goods given by the Trader, the manufacturer or their representatives.
Complaints
The consumer declares a complaint in order to exercise his rights based on compatibility, warranty, incorrectly calculated price and other defects.
All complaints, for goods sold by Leovit, can be reported by calling the number: +381 65 60 35 160, via the e-mail address support@leovitdiet.com and via the contact form on the page "Customer support" with delivery of the invoice for inspection or other proof about the purchase (copy of invoice, slip, etc.).
Leovit keeps records of complaints received and keeps them for at least two years from the date of submission.
Leovit will confirm the receipt of the complaint to the consumer and communicate the number under which his complaint was filed in the record of received complaints.
Leovit will respond to the consumer's complaint without delay, and no later than within 8 days of receipt of the complaint. It will be considered that the complaint has been received and the legal deadlines will start from the moment when the goods, in connection with which the complaint is made, arrive at the address specified by Leovit in the e-mail confirming the receipt of the complaint, since only then Leovit is able to determine the validity of the complaint . Leovit's response to a consumer complaint will contain a decision on whether to accept the complaint, a statement on the consumer's request and a specific proposal and deadline for resolving the complaint. The deadline cannot be longer than 15 days from the day of filing the complaint.
If, for objective reasons, Leovit is unable to comply with the consumer's request within the agreed deadline, it is obliged to inform the consumer about the extension of the deadline for resolving the complaint and specify the deadline in which it will be resolved, as well as to obtain his consent, which is the obligation to recorded in the records of complaints received.
If the complaint is not accepted (e.g. cases of physical damage do not fall into conformity), the consumer bears the costs of sending the goods back to the Merchant to the agreed address.
The consumer loses the right to complain in the event of inadequate handling of the goods and their use that is not in accordance with the instructions for use, as well as in the event that any alterations were made by persons for whom the use was not intended.
Leovit (Zdravlje Natcije DOO) has a contractual relationship with the postal operator Posta Srbije - PostExpress, through which the consumer can send goods at Leovit's expense in the event of a complaint due to non-conformity.
If the complaint is resolved by returning the paid amount, it will depend on the payment method:
if the order was paid with a payment card, the refund will be made by refunding the funds to the card;
if the order is paid in any other way (cash on delivery, e-banking, payment slip), the funds will be paid exclusively to the customer's current account, so it is necessary for the customer to provide Leovit with the current account number.
Exercising the right to a refund is only possible for original, unopened products with a factory seal and security sticker. In the event that the factory packaging is damaged by the Buyer, the complaint will not be accepted and the products remain the property of the Buyer.
Waranty
A warranty is a manufacturer's statement guaranteeing the consumer greater rights than those prescribed by law. Leovit cannot guarantee the exact performance of the product, but states the average results declared by the manufacturer that can be expected in healthy individuals.
The right to withdraw from the contract
The consumer has the right to withdraw from the contract concluded at a distance, within 14 days from the day when the goods arrive in his country, or the country of a third party specified by the consumer. The direct costs of returning the goods are borne by the consumer together with the basic costs of product delivery if they were borne by the Merchant.
The consumer exercises the right to withdraw from the contract by making a statement on a special form for withdrawing from the contract that the form may require via the e-mail address support@leovitdiet.com or in another unambiguous way. Leovit is obliged to notify the consumer of the receipt of the form without delay in writing or on another permanent record carrier. In the event of a legal withdrawal from the contract, Leovit is obliged to return to the consumer the amount paid by the consumer under the contract without delay, and no later than within 14 days from the day on which he received the withdrawal form. Leovit may delay the refund until it receives the goods to be returned, or until the consumer provides proof that he has sent the goods to the address notified by Leovit, whichever comes first. The consumer is obliged to return the goods to Leovit or to a person authorized by Leovit, without delay, and no later than within 14 days from the day he sent the cancellation form. The consumer is solely responsible for the reduced value of the goods that occurs as a result of handling the goods in a way that is not adequate, i.e. exceeds what is necessary to establish the correctness of the packaging and goods.
The product to be returned must be in its original packaging and without visible signs of use with all accompanying documentation (receipt).
The consumer has no right to withdraw from the contract in case of:
Deliveries of goods manufactured according to specific customer requirements or clearly personalized;
delivery of goods that are subject to deterioration in quality or have a short shelf life (for example in the delivery of food and beverages as well as all other products that are subject to deterioration in quality or have a short shelf life);
delivery of sealed goods that cannot be returned for health protection or hygiene reasons and that are unsealed after delivery (for example when delivering food, drinks, supplements and similar products whose hygienic conditions would deteriorate after delivery to the consumer);
Deliveries of goods which, after delivery, due to their nature are inseparably mixed with other goods;
Protection of copyright and related rights and other intellectual property rights
Zdravlje Nacije D.O.O. Beograd-Grocka has exclusive copyright on the platform Leovitdiet.com, as well as on certain elements that make them up, such as text, visual and audio elements, visual identity, data and databases, program code and other elements. Exploitation of the mentioned copyright items, without express prior written consent of Zdravlje Nacije D.O.O. Beograd-Grocka, will be considered a copyright infringement, and Zdravlje Nacije D.O.O. In that case, Belgrade-Grocka will be authorized to use all available legal means in order to exercise this right.
The Leovitdiet.com platform also contains elements that contain exclusive copyright and other intellectual property rights of other persons. Other persons have sole responsibility for the content on the mentioned elements, regardless of the fact that such content is on the Leovitdiet.com platforms. If the consumer himself leaves his comment, rating of goods or services as well as a photo on the Platform, by accepting these General Terms and Conditions, he agrees to the use of such comment, rating or photo by Leovit for marketing purposes.
Method of payment
Consumers can pay for the products they order on the Platform in the following ways:
1. By payment card (Visa, MasterCard, Maestro, Dina) - if the consumer has chosen this payment method, he will be redirected to the website of the payment service provider. On the website of the payment service provider, the consumer will enter data from the payment card. If the transaction is completed successfully, the consumer will be returned to Leovit's website with a notification that the reservation of funds has been completed successfully. After delivery, the reserved funds will be removed from the card. If the transaction is not completed for some reason, the consumer will also be returned to the Platform with a notification about the failed transaction. He will then be able to try again or choose another payment method. For security reasons, data on the consumer's payment card is visible only to the payment service provider as a card processor, so the entire billing process is performed on the payment service provider's website. At no time are the payment card details available to Leovit. When entering payment card data, confidential information is transmitted via a public network in a protected (encrypted) form.
All payments will be made in the local currency of the Republic of Serbia - dinar (RSD). The amount for which the customer's payment card will be charged will be expressed in the customer's local currency through conversion to the same at the exchange rate used by the card organizations, which cannot be known to Leovit 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 the website Leovitdiet.com.
In the case 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, Leovit is obliged to make the refund exclusively via VISA, EC/MC and Maestro payment methods, which means that the bank will refund the funds to the card user's account at Leovit's request. Additional information about returns can be found on the Platform in the Complaints and Returns section.
Leovit's website, as well as data transmission, are technically and electronically protected. Leovit uses adequate technological and organizational means to protect the transfer and storage of personal data and payments, and has concluded a contract with the contractor with the aim of performing online payment services. The entry and transmission of personal data and credit card number data is protected by SSL protocol. Authorization and collection of credit cards is done using the POS system for authorization and collection of cards in real time in accordance with PCI DSS standards.
Delivery
The cost of delivery is included in the total amount to be paid. The exact shipping cost is displayed on the "Shipping", "Payment" and "Order Overview" screens in the "Order Overview" section of the screen under the "Shipping" item. When picking up the shipment, the consumer has no additional costs. Delivery for all orders is charged according to the price list of the Serbian Post.
Dispute resolution
The contracting parties agree that the provisions of these General Terms and Conditions must be interpreted in a way that contributes to the performance of contractual obligations to their mutual benefit.
The contracting parties agree to try to resolve all possible misunderstandings that arise during the duration of the contractual relationship peacefully. If they fail to do so, the court in Belgrade will be competent, applying the laws of the Republic of Serbia.
Validity and changes to the general conditions
Leovit reserves the right to amend these General Terms and Conditions in accordance with the amended terms of business and in accordance with its business policy.
Leovit undertakes to inform the consumer in a convenient way about changes to these General Terms and Conditions.
Prohibition of misuse of the site
Users of the Platform are not allowed to:
interfering with and/or disabling any security-related feature on the Platform or a feature that prevents or restricts the use or copying of available content;
publishing and/or transmitting on the Platform any material that is threatening, defamatory, obscene, offensive, pornographic or abusive, as well as material that can initiate racial hatred;
providing incorrect information regarding personal data, i.e. using someone else's personal data without the consent of the person whose data is being used;
false representation to appear on behalf of a third person, firm or organization;
engaging in any illegal or unlawful conduct using the Platform;
modifying, disrupting, intercepting or hacking the Platform in order to disable it;
use of specialized programs to download content from the Platform;
downloading material from the site and using it for other purposes.
If any of the stated User Terms are violated, Leovit may disable the use of this website on a permanent or temporary basis. Leovit may also take other measures, including but not limited to reporting the user to the relevant authorities.