2. Types and methods of Payment

Prices are retail prices, indicated with the corresponding VAT, and with the refundable fee for products subject to it, in accordance with applicable regulations, all expressed in the official currency of the Republic of Croatia.

Until December 31, 2023, dual pricing in both Euros and Croatian Kuna is applied in accordance with the Law on the Introduction of the Euro as the Official Currency in the Republic of Croatia (NN 57/22, 88/22), the Consumer Protection Act (NN 19/22, 59/23), and the Regulation on the Manner of Displaying Retail Prices and Prices per Unit of Measure of Products and Services (NN 117/22).

Prices apply to purchases made in the Web Store. The Seller is authorized to change prices without prior notice.

Payment for ordered products can be made by the Customer using the following methods:

• Maestro, MasterCard, Visa, Visa Premium, Diners credit cards
• Cash on delivery to the courier upon product delivery

Payment by Debit and Credit Cards

When making payments with a card, the Customer navigates to the secure Corvus Pay payment institution's webpage, selects the card type for payment, and proceeds to input the cardholder's details and other requisite information.

Statement about Online Payment Security

When conducting payments within the Web Store, an advanced system is employed to securely process payment card information over the internet.

The CorvusPay system ensures the full confidentiality of both card and personal data from the moment the Customer inputs them into the CorvusPay payment form. Payment data is encrypted from the web browser to the issuing bank of the Customer's card. The Web Store never has access to the complete payment card data of the Customer. Moreover, this data remains inaccessible to CorvusPay system personnel. An isolated core autonomously transmits and manages sensitive data, ensuring their utmost security.

The form for entering payment data is secured with the highest-reliability SSL transport encryption. All stored data is additionally protected by encryption, using a cryptographic device certified according to the FIPS 140-2 Level 3 standard. CorvusPay meets all security requirements for online payment set by leading card brands and operates in compliance with the PCI DSS Level 1 standard, the highest security standard in the payment card industry. When paying with cards included in the 3-D Secure program, the bank further confirms the identity of the Customer with a token or password in addition to the card's validity.

Corvus Pay considers all collected information confidential and treats it accordingly. The information is used solely for the purposes for which it is intended. Sensitive data is entirely secure, and their privacy is guaranteed by state-of-the-art protective mechanisms. Only data necessary for conducting business according to prescribed stringent procedures for online payment are collected.

Security controls and operational procedures applied to the infrastructure ensure the immediate reliability of the CorvusPay system. Additionally, by maintaining strict access control, regularly monitoring security, conducting in-depth network vulnerability checks, and systematically implementing information security provisions, the level of system security is continuously maintained and enhanced by protecting the card data of Customers.

Cash on Delivery Payment

When paying with cash on delivery, the Customer settles the order at the time of delivery to the specified address. Cash on delivery payments are made exclusively with cash to the courier upon delivery to the specified address.

Statement on Currency Conversion

Prices in an alternative currency (for users residing outside the Eurozone)

All billing transactions are consistently conducted in Euros.

The sum charged to the Customer's credit card is determined by converting Euros into the Customer's currency based on the prevailing exchange rate set by the Croatian National Bank. During the billing process, the amount is transformed into the currency utilized by the Customer according to the exchange rate established by the credit card company through which the order is settled.

Consequently, due to this currency conversion process, there may be a slight variance in the final price compared to the one originally displayed on the Web Store.

3. Delivery and Product Pickup

The seller uses the services of the carrier GLS Croatia d.o.o. for the delivery of ordered products (https://gls-group.com/HR/hr/home/).

For orders until 12:00 on working days (Monday to Friday), the seller will initiate a delivery process on the same day. For orders placed after that time, the delivery process will commence on the following working day.

Once the delivery order is submitted to the GLS Croatia carrier by the seller, the delivery will be executed according to the carrier's general terms. 

The delivery is performed up to the entrance of the residential unit (apartment, house, business premises, etc.) at the address specified by the buyer. 

The delivery cost within the Republic of Croatia, for orders equal to or exceeding €50.00 / 376.73 kn, is free of charge, so no delivery cost will be charged to the buyer when placing the order. 

The delivery cost within the Republic of Croatia for orders less than €50.00 / 376.73 kn will be charged according to the GLS Croatia d.o.o. carrier's price list. In this case, the delivery cost is an integral part of the total offer to the buyer.

Currently, this online store does not have the capability for automatic calculation of delivery costs for purchased goods outside the Republic of Croatia. For deliveries to addresses outside of Croatia, the buyer is requested to contact the seller at the email address webshop@auraproizvodi.com. The ordered products will be packaged to prevent damage during normal transport handling. The buyer is advised to inspect the shipment before accepting it and immediately report any visible damages, refusing to accept a damaged shipment. The buyer is obliged to sign the delivery note or transport document upon receiving the goods, which the courier takes as confirmation of receipt. The acceptance of the goods is signed by the person indicated as the buyer at the time of ordering. If any other person receives the goods at the location, the delivery will be considered properly executed. In case the buyer does not receive the goods within the agreed-upon period, the seller kindly urges them to inform the seller as soon as possible via the email address webshop@auraproizvodi.com or by calling +385 91 610 9028.

4. Complaints, Returns, and Objections

A customer who is dissatisfied with the Seller's service or the delivered products can address their objections or complaints to the Seller. The Seller undertakes to resolve the objections or complaints as quickly as possible and aims to improve the service to the satisfaction of all Customers.

A written complaint can be sent by the Customer via email to webshop@auraproizvodi.com or by post to the address Aura proizvodi d.o.o., 2. istarske brigade 2/1, 52420 Buzet, with the label "FOR WEBSHOP - COMPLAINT."

To expedite the resolution of the complaint, the Customer is requested to provide the order number, basic customer information (name, email address, contact phone number), a detailed description of the complaint, and, if necessary, photographs of the products in question.

Upon receiving the complaint, the Seller will send the Customer a confirmation of its receipt. The Seller will respond to the complaint within 15 days of its receipt, as per the provisions of the Consumer Protection Act (NN 19/22, 59/23).

The Seller will accept the Customer's complaint in the case of damaged, faulty, or incorrectly delivered products (in terms of type and quantity concerning the order), as well as products with expired shelf life. The Seller will replace or refund such products at their own expense if it is determined that the complaint is justified and the Customer is not responsible for the product's integrity, damage, or any other defects. In case of a valid complaint, the cost of replacing the product with a new one will be covered by the Seller.

In the case of products with a material defect, in accordance with the Obligations Act (NN 35/05, 41/08, 125/11, 78/15, 29/18, 126/21, 114/22, 156/22), the Seller will, at the Customer's discretion, either remove the defect, provide another product without defects, reduce the price, or, after the subsequent reasonable deadline for fulfillment has expired or without setting an additional deadline for fulfillment, return the amount paid for the products to the Customer, or fulfill any other obligation as required by the provisions of the Obligations Act regarding liability for material defects.

A complaint regarding a material defect can be submitted by the Customer as described under "Complaints, Returns, and Objections."

The Customer's Unilateral Contract Termination Right

The contractual arrangement established between the Customer and the Seller, pertaining to the procurement of products and services, embodies a one-time agreement completed upon the Seller's product delivery and the Customer's corresponding payment, except when prematurely concluded. These General Terms of Use are an integral component of the Purchase Agreement between the Seller and the Customer. As stipulated by the Consumer Protection Act, the Customer possesses the prerogative to unilaterally terminate any contract realized through remote communication means (such as online stores) without the obligation to provide explicit reasons, within a 14-day window following the product's delivery as per the original order date. The aforementioned 14-day period commences on the day when the Customer, or a designated third party, not including the carrier or delivery service, takes possession of the contracted product. In the event that the Customer exercises this right to unilaterally terminate the contract, they shall assume the direct expenses associated with product return.

Within the 14-day period, the Customer is required to inform the Seller of the unilateral termination of the contract by:

• Sending a completed form for unilateral contract termination by mail to the address Aura proizvodi d.o.o., 2. istarske brigade 2/1, 52420 Buzet, with the label "FOR WEBSHOP – UNILATERAL CONTRACT TERMINATION," or
• Sending any other unequivocal statement expressing their wish to unilaterally terminate the contract. In this statement, the Customer should provide the order number and basic customer details (name, address, phone number, and email address) by mail to the address Aura proizvodi d.o.o., 2. istarske brigade 2/1, 52420 Buzet, with the label "FOR WEBSHOP – UNILATERAL CONTRACT TERMINATION," or by email to webshop@auraproizvodi.com.

Upon receiving the Customer's statement or form for unilateral contract termination, the Seller will acknowledge its receipt without delay.

In the case of unilateral contract termination, each party must return to the other what they have received based on the contract, in accordance with the provisions of the Consumer Protection Act.

Within 14 days from the moment the Seller is informed of the Customer's decision to unilaterally terminate the Contract, the Customer is obligated to return the goods to the Seller. In this case, the Customer, who is exercising the right to unilateral Contract termination, bears the direct costs of returning the goods. The goods should be sent back to the address of Aura Proizvodi d.o.o., 2nd Istarske Brigade 2/1, 52420 Buzet, with the note "WEB SHOP RETURN - UNILATERAL CONTRACT TERMINATION." The Seller is not responsible for any issues related to the delivery service chosen by the Customer for the return, so it is advisable that the Customer obtains a tracking number for the shipment. This ensures that the product has been delivered to the Seller. Furthermore, the Seller will not be held accountable if the Customer returns the product to the wrong address.

In accordance with the Consumer Protection Act, the Customer is responsible for any reduction in the value of the goods resulting from the handling of the goods, except what was necessary to establish the nature, characteristics, and functionality of the goods. The Customer is obliged to return the goods in their original and undamaged packaging, with all accompanying parts and documentation. The Seller will assess the reduction in the value of each returned item individually due to damage/loss of packaging or damage to the goods not caused by verifying the functionality of the goods. The Customer will be notified of this assessment after the returned product is received.

The Seller will issue a refund only after receiving the returned product or after the Customer provides proof that the product has been sent back to the Seller if the Seller is informed of this before the product's receipt. Once the Seller confirms that the returned product meets all return conditions, the refund of the payment will be made using the same payment method employed by the Customer, unless the Customer explicitly agrees to a different method of payment. It is assumed that the Customer will not be required to cover any additional costs for such a refund.

The Customer does not have the right to unilaterally terminate the Contract in cases specified by the Consumer Protection Act (e.g., goods made to the Customer's specifications, perishable goods, or goods with a short shelf life, sealed goods that are not suitable for return for health or hygiene reasons if unsealed after delivery, items that, due to their nature, become inseparably mixed with other items after delivery, and other similar cases). Comprehensive information regarding the Customer's right to unilaterally terminate the Contract can be found in the Consumer Protection Act (NN19/22, 59/23).

5. Privacy Policy

Personal Data Protection

• The Seller collects the personal data of the Customer only with their prior consent and to the extent necessary to fulfill their obligations. These data may be used for informing the Customer about new and promotional products, sending promotional materials and newsletters, improving customer relationships, and verifying other data required for online shopping.
• A specialized web store development company has access to the newsletter database and the Customer database with personal data.
• The Seller undertakes to protect the personal data of the Customer in accordance with the Personal Data Protection Act. The Seller also commits not to provide personal data to third parties without the consent of the Customer unless it is data required by business partners to deliver the purchased product. Exceptions to this rule are cases where the Seller, following a valid order from authorized state bodies, is obliged to provide or allow access to the personal data of the Customer according to the law.
• The Seller does not record the Customer's credit card number or store transaction data. Instead, for credit card payments, the Seller uses the services of a third-party authorized bank that encrypts your data.
• The Customer has the right to request a supplement, correction, or modification of inaccurate personal data.

With the statement about privacy and confidentiality of personal data, AURA PROIZVODI d.o.o. is responsible for all of the websites it owns and all of the contained data, and it complies with the General Data Protection Regulation (GDPR).

When registering, the Customer provides consent for the utilization of their data in alignment with the explicitly stated purpose, as stipulated in Article 7 of the Personal Data Protection Act. In the event that the Customer wishes to rescind their consent, they may do so by unsubscribing or by sending an email to webshop@auraproizvodi.com. Upon receipt of a request to revoke this consent, the Seller will irrevocably obliterate all Customer data, with the exception of data required for the fulfillment of the Seller's obligations to the Customer, or data prescribed by the prevailing laws of the Republic of Croatia. In the absence of an earlier withdrawal of consent by the Customer, the Seller shall store and process the Customer's personal data only for the duration necessitated by a specific legitimate purpose, unless statutory regulations mandate an extended retention period for such a purpose. Regarding consent for marketing, the Seller shall maintain data until such consent is revoked.

Cookie Usage Policy

In the effort to maintain websites according to the needs of the Customers and other users, the Seller uses technology that collects, processes, and selects data on how websites are used. This information is collected using "cookies."

A cookie is a piece of information stored on the Customer's computer by the website they visit. Cookies typically store settings for a website, such as preferred language or address. Later, when you reopen the same website, the web browser sends back cookies belonging to that site. This allows the site to display information tailored to your needs.

By using the website, the Customer agrees to the use of cookies. By blocking cookies, the Customer can continue to browse the site, but some of its features may not be available.

By turning off cookies, the Customer decides whether to allow cookies to be stored on his computer. Cookie settings can be controlled and configured in the Internet browser. If he disables cookies, the Customer will not be able to use some of the functionalities on the website.

Temporary cookies or session cookies are deleted from the computer when the web browser is closed. Websites use these to store temporary data, such as items in the shopping cart.

Permanent or stored cookies remain on the computer after closing the web browser. These cookies help websites store data such as login name and password so that you do not have to log in every time you visit a specific site. Permanent cookies can stay on the computer for days, months, or even years.

Purpose of Data Collection

• Sales of products
• Customer support and marketing - to respond to inquiries and provide updates and offers
• Personal data may be transferred to third parties, provided that there is a legal basis for the transfer:
  • To fulfill delivery contracts, the data is shared with distribution service that have contracts with the Seller. Depending on their terms, the distribution service provider may request personal identification from the Customer during the delivery of products or services, or they may record specific data from the document. If the Customer refuses to provide such data, i.e., proof of the orderer, that is required for package delivery, the service or product cannot be delivered.
  • To state institutions requesting data for third-party processing
  • To companies specialized in sending promotional messages used by the Seller for the development and realization of online services.

Web Store

Access to the web shop is possible with or without registration.

During registration, the Customer may be requested to provide certain personal information such as name, email address, residential address, and telephone number. Upon registration, the Customer gains access to their database on the Web store.

When making a purchase without registration, only the necessary data for the delivery of the purchased goods is collected, and these data are stored for the purpose of contract fulfillment.

The website user can choose whether or not to receive promotional messages, regardless of whether they have registered via the website or not. The data provided by the user during registration are stored on the Web store's server and in the business program, which is accessible to employees of the relevant department through access codes to the business program.

Storage Locations of Personal Data

All data is stored on several media:

• Customer Data: on the web pages of the web shop, located on the leased part of the company providing web space, known as Lloyds digital d.o.o.
• In the business program of Quality in Quality out d.o.o. for delivery purposes

A registered user has the opportunity to access their data stored on the website at any time, where they can review, modify, and delete them. All changes made on the website will be recorded within the business program itself.