General Terms and Conditions of Online Purchase

Pursuant to the Decision on the Establishment of TESORO d.o.o. Bijeljina, Tax Identification Number (TIN) 4400384850009, Agrotržni centar, Lamela B, Unit 15, Bijeljina, the Law on Consumer Protection of Bosnia and Herzegovina (Official Gazette of BiH No. 25/06), the Law on Consumer Protection of Republika Srpska (Official Gazette of RS Nos. 6/12 and 63/14), and the Law on Trade of Republika Srpska (Official Gazette of RS No. 105/2019), the Director of the Company, Bosiljka Sarić, hereby adopts the following:

RULEBOOK ON SALES THROUGH THE ONLINE STORE

INTRODUCTORY PROVISIONS

An online store is an Internet-based retail outlet through which a merchant offers goods and/or services for sale (Law on Trade of Republika Srpska, Official Gazette No. 105/2019).

Electronic commerce is a form of distance selling whereby goods and/or services are offered, ordered, and sold via the Internet (Law on Trade of Republika Srpska, Official Gazette No. 105/2019).

Electronic commerce may be conducted as:

  • the sale of goods and/or services through an online store (the primary form of electronic commerce); or
  • the sale of goods and/or services through an electronic platform connecting merchants and consumers (e-commerce platform) (Law on Trade of Republika Srpska, Official Gazette No. 105/2019).

Article 1

Scope of Regulation

This Rulebook governs the manner in which TESORO d.o.o. Bijeljina sells goods within the scope of its registered business activities, the manner of advertising and presenting goods on the Internet, the ordering procedure, payment methods, as well as the terms and conditions governing complaints, returns, and product exchanges.

This Rulebook exclusively regulates the matters referred to in paragraph 1 of this Article in relation to online sales.

Article 2

Products Offered for Sale

The subject of online sales through the online store includes the retail sale of textiles, clothing, footwear, leather goods, as well as cosmetic and toiletry products, within the following registered business activities:

  • 47.51 – Retail sale of textiles in specialised stores;
  • Retail sale of clothing in specialised stores;
  • Retail sale of footwear and leather goods in specialised stores;
  • 47.75 – Retail sale of cosmetic and toiletry products in specialised stores.

Article 3

Seller

For the purpose of carrying out mail-order and online retail activities (Business Activity Code 47.91), the Company has established the following business unit:

Business Name: TESORO d.o.o. Bijeljina – PJ "ONLINE PSF" Bijeljina

Registered Address: Agrotržni centar, Lamela B, Unit 15, Bijeljina

Sub-Tax Identification Number (Sub-TIN): __________

Article 4

Advertising and Presentation of Products

The products referred to in Article 2 of this Rulebook and offered for sale by the Company through the business unit referred to in Article 3 shall be presented on the Company's online portal.

The online portal shall contain a catalogue of products available for purchase online.

The Seller is obliged to maintain the online store and regularly update the information relating to each product whenever there is a change concerning:

  • product availability;
  • product price;
  • available sizes;
  • available colours; or
  • delivery time.

If an order is received for a product whose information has not been updated and the product cannot be supplied in the requested quantity, size, colour, or within the stated delivery period, the Customer shall be notified by email without undue delay and informed of the expected date on which the requested product with the selected specifications will become available.

Article 5

Mandatory Content of the Website (Online Store)

The online store must contain the following information:

  • the Seller's identification details, including:
    • the Company's full legal name;
    • registered address; and
    • Tax Identification Number (TIN);
  • information for Customers regarding the methods and delivery times for ordered products;
  • information regarding the procedures and deadlines for product exchanges, complaints, and refunds;
  • a contact telephone number and email address through which Customers may contact the Seller;
  • instructions on how to place an order, including a list of the mandatory information required to submit and verify an order (Instructions for Successful Ordering);
  • a copy of these General Terms and Conditions; and
  • a notice informing Customers that by accessing and using the Website they are deemed to have accepted the terms and conditions of sale set out in these General Terms and Conditions.

The information referred to in paragraph 1 of this Article shall be displayed in a separate, clearly visible section of the online store containing detailed instructions regarding ordering, complaints, product exchanges, and refunds.

Article 6

Seller's Obligations When Advertising Products

When advertising each individual product, the following information must be made available to all potential Customers:

  • product name;
  • at least one photograph clearly showing the appearance and visual characteristics of the product;
  • a product description specifying the material composition and any special features;
  • available colours (where applicable);
  • available quantity;
  • product price;
  • delivery method and estimated delivery time; and
  • shipping costs and payment obligations relating to delivery.

Article 7

Customer's Obligations When Placing an Order

When placing an order, the Customer shall select the desired product using the ordering process provided on the online store, including:

  • the product colour, where available in multiple colours;
  • the product size, where available in multiple sizes; and
  • the desired quantity.

To enable order verification and fulfilment, the Customer must provide the following information:

  • first and last name;
  • delivery address;
  • contact telephone number; and
  • email address.

If, within two (2) days of receiving the notification referred to in Article 4, paragraph 4 of these General Terms and Conditions regarding the inability to fulfil the order, the Customer does not confirm the purchase of another available product or agree to a longer delivery period, the Customer shall be deemed to have cancelled the order.

Article 8

Accuracy and Use of Customer Information

The Company shall use the personal data referred to in Article 7, paragraph 2 of these General Terms and Conditions solely for the purpose of delivering the ordered product and contacting the Customer regarding the order.

The Company shall not use such personal data for any other purpose nor disclose it to third parties.

Article 9

Customer Database

Upon the Customer's first purchase through the online store, the Company (Seller) shall register the Customer in its customer database.

The Company shall process and protect the information contained in the customer database in accordance with the provisions of Article 8 of these General Terms and Conditions.

Article 10

Delivery of Products

Products ordered through the online store shall be delivered unopened and in their original packaging.

Each product must be accompanied by a product declaration (label).

The product must be delivered together with a fiscal receipt.

Once a valid order has been received from the Customer, the Seller shall not be entitled to change the product price or the agreed shipping charge, where applicable.

Article 11

Exchange of Products

If, upon receiving the ordered product, the Customer wishes to exchange it for the same product in a different colour (where available), a different size (where available), or another product from the assortment available in the online store, the Customer shall contact the Seller using the contact telephone number or email address provided on the Website.

The Company (Seller) shall allow the exchange of a product provided that the Customer submits such a request by email within 15 days from the date of receipt of the product.

The Customer shall return the product to the Seller in its original packaging, unused and undamaged, together with the fiscal receipt and product declaration supplied upon delivery.

The Company (Seller) shall not approve a product exchange, even if the request is submitted within the period referred to in paragraph 2 of this Article, if the product has been worn or damaged.

The Customer shall also have the right to exchange a product if the delivered product does not correspond to the ordered product or if it is damaged (Complaint).

In the case of a product exchange, the Customer shall bear the shipping and exchange costs, except where the exchange relates to an incorrect or damaged product as referred to in paragraph 5 of this Article.

The Company (Seller) shall notify the Customer by email of its decision regarding the exchange request, including the reasons for rejecting the request, if applicable, within two (2) days of receiving the returned product.

Article 12

Returns and Refunds

The Customer has the right to withdraw from the purchase at any time, but no later than 15 days from the date of receiving the ordered product.

To exercise this right, the Customer shall notify the Seller in writing by email of the withdrawal from the purchase contract within the period referred to in paragraph 1 of this Article.

Upon withdrawal from the purchase, the Customer is entitled to either:

  • a refund; or
  • an exchange for another product.

In the email notification, the Customer shall specify whether they request a refund or an exchange. If requesting a refund, the Customer shall provide the bank account number to which the refund should be transferred.

Where the Customer opts for a product exchange, the provisions of Article 11 of these General Terms and Conditions shall apply.

When returning a product, the Customer shall return it together with the fiscal receipt and product declaration, in the original packaging in which it was delivered.

If the returned product has been used, worn, or damaged, the Company shall reject both the refund and exchange request and return the product to the Customer at the Customer's expense.

The Company (Seller) shall notify the Customer by email of its decision regarding the refund request, including the reasons for any rejection, within two (2) days of receiving the returned product.

Article 13

Assessment of the Condition of Returned Products

Upon receiving a product for exchange or refund, if the Company (Seller) determines that the product has been damaged or shows signs of use, it shall photograph the product and attach the photographs to the email informing the Customer of the reasons for rejecting the exchange or refund request.

Article 14

Incomplete Orders

Incomplete orders, namely orders that do not contain the information relating to the product and the Customer as specified in Article 7 of these General Terms and Conditions, shall not be processed. The Customer shall not receive a separate notification that the order could not be completed.

The online store is designed to automatically prevent the submission of an order if all mandatory information has not been provided.

Article 15

Delivery Method

Ordered product(s) shall be delivered to the Customer by a courier service selected by the Seller.

Once the shipment has been handed over to the courier, the Seller shall notify the Customer by email and provide the estimated delivery date.

Shipping costs shall be borne by the Customer up to the value threshold specified by the Seller. For orders exceeding that threshold, shipping costs shall be borne by the Seller.

Article 16

Damage to Products or Packaging During Transport

The Seller shall not be liable for any damage occurring during transport, namely during the period between handing the shipment over to the courier and its delivery to the Customer.

Any claims for compensation arising from such damage shall be submitted by the Customer directly to the courier service in accordance with that courier's terms, procedures, and deadlines.

Where the Customer wishes to exchange a product or withdraw from the purchase in accordance with these General Terms and Conditions, and the product itself is undamaged but the packaging was damaged during transport, the Seller shall nevertheless allow the exchange or return.

Article 17

Customer Information

From the first day of operation of the online store, the Website shall provide Customers with clear and easily accessible information regarding:

  • the Seller's contact details;
  • the terms applicable to placing an order;
  • the handling of incomplete orders;
  • the procedure followed where the Customer fails to respond as referred to in Article 7, paragraph 3, in connection with Article 4, paragraph 4 of these General Terms and Conditions;
  • the characteristics of the products referred to in Article 6;
  • the conditions governing product exchanges, complaints, and refunds;
  • the applicable deadlines for exchanges, complaints, and refunds;
  • delivery methods;
  • responsibility for shipping costs;
  • responsibility for costs incurred where a request for exchange, complaint, or refund is rejected;
  • the procedure for submitting requests for exchanges, complaints, or refunds; and
  • the method, content, and deadline for notifying Customers of the rejection of requests for exchanges, complaints, or refunds.

The Website shall also make these General Terms and Conditions available in an appropriate electronic format that can be accessed from both mobile devices and computers, and shall provide Customers with access to the applicable Consumer Protection Law.

Article 18

Applicable Legislation

Any matters not expressly governed by these General Terms and Conditions shall be subject to the provisions of the Consumer Protection Law of Republika Srpska, the Consumer Protection Law of Bosnia and Herzegovina (where applicable to matters not specifically regulated herein), and the Law on Obligations of Republika Srpska.

Article 19

Entry into Force

These General Terms and Conditions shall enter into force on the date of their adoption and shall become applicable on the eighth (8th) day following their publication on the Company's official notice board.

Bijeljina, 26 March 2021

TESORO d.o.o. Bijeljina

Bosiljka Sarić
Director

Don't let anything slip by

Sign up for our newsletter and stay up to date with the latest trends, collections and exclusive offers.

We use cookies to ensure that this website functions properly and to help us make further improvements in order to enhance your user experience, personalize content and ads, enable social media features, and analyze traffic. By continuing to use our website, you accept the use of cookies.
  • Required
  • Persistent
  • Statistics
  • Marketing
Required cookies make the website usable by enabling basic functions such as page navigation and access to secure areas of the website. We use cookies that are necessary for the proper functioning of our website in order to enable certain technical features and provide you with a positive user experience.
These cookies usually have an expiration date far in the future and will remain in your browser until they expire or until you manually delete them. We use persistent cookies for features such as “Stay signed in”, which makes access easier for registered users. We also use persistent cookies to better understand user habits so we can improve the website according to your preferences. This information is anonymous and does not identify individual users.
Statistical cookies, through anonymous collection and reporting of information, help website owners understand how visitors interact with the website. These cookies enable web analytics on our website, meaning analysis of website usage and traffic measurement, which helps us improve the quality and content of the services offered.
Marketing cookies are used to track visitors across websites. They are used to display relevant ads and encourage engagement, which is important for publishers and third-party advertisers.