Terms & Conditions

1. Terms and conditions

The general terms and conditions of the Ursanina.si online store (hereinafter the provider) have been compiled in accordance with the Consumer Protection Act (ZVPot), the Personal Data Protection Act (ZVOP-1) and the Electronic Communications Act (ZEKom-1).

Ursanina, Urška Nina Cigler, umetniško ustvarjanje, s.p., registration number: 6638368000, tax number: 61607622.

The General Terms and Conditions determine the operation of the Ursanina.si online store, the rights and obligations of the user and the provider, and regulate the business relationship between the provider and the customer.

The buyer is bound by the general conditions that are valid at the time of purchase (placing an online order). When placing an order, the user is reminded of the general terms and conditions of business and confirms his / her acquaintance with them by placing an order.

The provider undertakes to always provide the buyer with the following information:

1. company identity (company name and registered office, register number),

2. contact information that enables the user to communicate quickly and efficiently (e-mail, telephone),

3. essential characteristics of the goods or services (including sales services and guarantees),

4. product availability (any product or service offered on the site should be available within a reasonable time)

5. terms of delivery of the product or execution of the service (method, place and deadline of delivery),

6. all prices must be clearly and unambiguously set and it must be clearly shown whether they already include tax and transport costs,

7. method of payment and delivery,

8. time validity of the offer,

9. the period within which it is still possible to withdraw from the contract and the conditions for withdrawal; in addition, if and how much it costs the customer to return the product,

10. an explanation of the complaint procedure, including any details of the contact person or customer service.

2. Purchasing process

All products in the store are the property of the provider until purchase confirmation.

Virtual shopping carts are used for online shopping. You add products to the cart by selecting and defining options for each product. To edit the shopping cart and selected products, navigate to the "Cart" subpage.

In “Cart”, enter your information that will be displayed on the invoice. If you want to have the order delivered to another address, uncheck the box "Shipping address and account address are the same" at the bottom of the page and add the shipping address.

The purchase is possible with or without registration. By registering, you gain the ability to manage and review past purchases and other benefits of the provider.

To place an order, press the "Confirm your order" button. If the order has been successfully placed, you will receive an order confirmation to your e-mail address. If you did not receive the confirmation within a few minutes, please check your spam and if you entered the correct email address. If the order has been completed, it will be entered in our system, even if you have entered the wrong email address.

By confirming the order, the customer agrees with the general terms and conditions. Placing an order without such agreement is not possible.

3. Purchase agreement

We issue a written invoice to each user who buys a product from our online store. The sales contract in the form of a purchase order is stored in electronic form on our server.

The purchase contract between us and the user (buyer) is concluded at the moment when the order is confirmed by the provider. From this moment on, all prices and other conditions of purchase are fixed and apply to both us and the user (buyer).

If the ordered goods are rejected or have not been picked up, the costs of postage and return costs are borne by the customer.

If the goods were not ordered by the person listed as the customer, we will treat this as misuse of personal data and refer the matter to appropriate law enforcement. All data, including the IP number of the computer from which the order was placed, will be handed over.

4. Methods of payment

The provider accepts the following methods of payment:

• Cash on delivery/collection: The shipment is sent by registered mail with a redemption value via Pošta Slovenije. Applies only to purchases within the borders of the Republic of Slovenia.

• By transfer to a bank account: When ordering, we issue a pro forma invoice. After being settled, we ship the ordered products.

• Paypal: After completing the order in the online store, the customer is redirected to the Paypal payment system, where they complete the payment and purchase by paying from his account.

• Cash or bank card: Payment is made in cash or by debit/credit card upon personal collection of the products at our workshop.

For each order, the bidder issues and hands over an appropriate invoice to the buyer upon delivery of the goods. The customer receives an invoice for each separate order.

5. Prices

Prices do not include VAT because the provider is not a taxable person. Prices are valid at the time of placing the order and do not have a predetermined validity. Prices are valid in case of payment with the above methods of payment, under the above conditions.

Despite efforts to provide the most up-to-date and accurate information, price information may be inaccurate. In this case, or in the event that the price of the item changes during the processing of the order, the provider will allow the buyer to withdraw from the purchase, and at the same time the provider will offer the buyer a solution that will go to mutual satisfaction.

The purchase agreement between the bidder and the buyer is concluded at the moment when the bidder confirms the order (the buyer receives an electronic message about the status 'order confirmed'). From this moment on, all prices and other conditions are fixed and apply to both the provider and the buyer.

6. Delivery

Delivery is performed via Pošta Slovenije and the GLS delivery service.

Shipping costs are calculated according to the value of the entire purchase according to the following table:

SLOVENIA

The cost of shipment with redemption (Pošta Slovenije or GLS) is € 5.50. 

INTERNATIONAL

7. Right of withdrawal and return of goods

In the case of distance contracts, the consumer has the right to unambiguously inform the company within 14 days by e-mail (info@ursanina.si) or via some other communication channel that they are withdrawing from the contract, without having to state the reason for their decision. You can download the form for withdrawal from the distance contract by clicking HERE.

The consumer must return the goods to the company no later than 14 days after the notification of withdrawal from the order. We accept written complaints and appeals to our e-mail address info@ursanina.si or by telephone. The only cost borne by the consumer in connection with the withdrawal from the order is the direct cost of returning the goods.

In case of partial refund of the order, the cost of postage is not refundable.

We do not accept redemption shipments!

The consumer must return the item to the seller undamaged and in the same quantity, unless the item is destroyed, damaged, lost or its quantity has decreased without the consumer's fault.

When returning the goods, the consumer must attach an invoice for the goods, as well as personal data and a bank or Paypal account payment refund.

We will refund the payment within 14 days of receiving notice of withdrawal from the contract.

Upon withdrawal from the contract where the promotional code or discount code was used, these funds are considered a discount and are not returned to the user. Only the paid amount is returned to the user's bank account. Upon withdrawal from the contract, the gift voucher is considered as a means of payment and returned to the user as a gift voucher.

In the case of a return or exchange of a product 'on request', the amount of the basic model is taken into account when returning.

Detailed procedures and forms for returning or replacing a product can be found on the subpage https://www.ursanina.si/returns.html

8. Exchange

In the event of an incorrect size, model or color of the purchased product, the buyer may replace the products within 30 days from the date of purchase:

• by regular or registered mail (Ursanina, Urša Cigler, Rožna ulica 25, 1000 Ljubljana) or

• in person (same address) after making an arrangement via 031 631 002 or info@ursanina.si

All costs associated with the return of products are paid by the buyer. We do NOT accept redemption shipments for returned products.

For product exchange, use the form found HERE. Fill it in, attach it to the product, add the original invoice and send it to our address.

The buyer must return the products undamaged, in the same quantity as purchased. We are not responsible for costs incurred by not following our terms and conditions.

In case of return or exchange of the 'custom order' product , we return or take into account the value of the basic model.

We will send you a new product within 2 to 14 days of receiving your returned shipment or by appointment. The costs of sending a new product by regular mail are covered by the provider.

In case the exchanged goods still do not meet the consumer’s needs, see the conditions under the item "Right of withdrawal and return of goods".

9. Return of damaged parcels

In the event that you have received a physically damaged package lacking its content or showing signs of opening, the customer must initiate a complaint procedure with the delivery service company. To do this, bring the package to them in the same condition as received (without adding or removing anything) and fill in the complaint report. We will make sure that the complaint is resolved in the shortest possible time.

10. Communication

The provider will contact the user via means of remote communication only upon the user’s explicit consent.

Promotional communication will contain the following components:

• it will be clearly and unambiguously marked as promotion;

• the sender/advertiser will be clearly visible;

• various campaigns, promotions and other marketing techniques will be marked as such. The conditions for participation in them will also be clearly defined;

• the method of unsubscribing from receiving advertising messages will be clearly presented;

• the user's wish not to receive advertising messages will be explicitly respected by the provider.

11. Warranty

In accordance with the law, the bidder is obliged to provide the buyer with a guarantee for the faultless operation of the purchased goods. The guarantee can be claimed by the buyer with the seller's account.

The bidder is obliged to carry out warranty repair within 45 days of receipt of the goods, or otherwise replace the item with another, equivalent and faultless item.

The return of goods under warranty is made in accordance with the terms of the manufacturer. The buyer bears no cost with the return.

12. Personal data protection

The provider undertakes to permanently protect all personal data of the user.

The provider will use personal data exclusively for the purpose of fulfilling the order (sending information material, offers, invoices) and other necessary communication.

Under no circumstances will the user's data be passed on to unauthorized persons.

The user is also responsible for the protection of personal data by ensuring the security of the computer and the system operating on it, with which he performs orders.

You can read more about the protection of personal data in our Privacy Policy.

13. Unclaimed packages

According to the Code of Obligations, the buyer is obliged to take over the ordered package and pay the ransom.

In the case of an uncollected package, the client is charged the costs of the uncollected package (EUR 3.00 + the cost of returning the package) and a contractual penalty in the amount of:

• 12 euros for orders up to 50 euros.

• 25 euros for orders over 50 euros

• 50 euros for orders over 100 euros

• 80 euros for orders over 200 euros

The customer can avoid the contractual penalty by re-delivery increased by the cost of returning the shipment and new delivery. In the case of fraudulent orders, we will hand over the IP address for further treatment as abuse.

The provider complies with applicable consumer protection legislation. The provider makes every effort to fulfill its duty to establish an effective complaint handling system and to designate a person with whom, in the event of problems, the customer can contact by telephone or e-mail.

The buyer first addresses his complaint directly to the provider. All complaints must be communicated in writing and documented with visual material. The complaint handling procedure is confidential. The consumer will endeavor to resolve the dispute amicably and as soon as possible.

In the event of a complaint, the buyer may, in accordance with legal restrictions, request the replacement of the item, its repair or a refund. 

The customer can also contact the SRS Online Dispute Resolution Platform to resolve the dispute.

In the case of judicial settlement of disputes, the court having jurisdiction over the consumer's domicile has jurisdiction.