Company Information

PELENE ONLINE DOO BEOGRAD

4791 – Retail trade through mail order or the internet

REGISTRATION NUMBER: 21965626
PIB: 114061448

Privacy Policy

On behalf of Pelene Online, we are committed to protecting the privacy of all our customers. We collect only necessary basic customer/user information and data required for business and customer communication in accordance with good business practices and to provide quality service. We give customers the option to choose, including the ability to decide whether or not to be removed from mailing lists used for marketing campaigns. All customer/user data is strictly confidential and accessible only to employees who need this information to perform their jobs. All employees of Pelene Online (and business partners) are responsible for adhering to privacy protection principles.

Terms of Use

By using this website, you confirm that you have read, understood, and accepted these Terms of Use (hereinafter “Terms”), and agree to abide by them, as well as all applicable laws and regulations. If you do not accept these terms, do not use this website.

Pelene Online may modify these Terms at any time by changing this text. You should visit this page from time to time to review the updated Terms, as they are legally binding on you. Some provisions of these Terms may be overridden by explicit legal acts or notices posted on other pages of this site.

Protection of Confidential Transaction Data

When entering payment card data, confidential information is transmitted over a public network in a protected (encrypted) form using the SSL protocol and PKI system, as the most advanced cryptographic technology currently available.
The security of data during purchase is guaranteed by the payment card processor, Banca Intesa ad Beograd, and the entire payment process is carried out on the bank's website. At no point is your payment card data available to our system.

Refund Policy

In the case of returning goods and refunding a customer who previously paid with a payment card, either partially or fully, regardless of the reason for the return, Pelene Online is obliged to make the refund exclusively through VISA, EC/MC, and Maestro payment methods. This means that the bank will process the refund to the customer’s card account at the seller’s request.

Use of the Website

All materials on this website (hereinafter "Site") are protected by copyright, and any unauthorized use may constitute a violation of the Copyright and Related Rights Law, Trademark Law, or other laws concerning intellectual property. Unless otherwise specified on other parts of this site, all content may be viewed, copied, printed, or downloaded solely for personal, non-commercial use and for informational purposes, provided that all copyright or other proprietary notices in the original document are preserved in all copies. You may not alter the content of this site in any way, nor reproduce or publicly display, perform, distribute, or otherwise use it for public or commercial purposes. Notwithstanding the foregoing, any software or other material available for download or use through this site that has its own terms of use or licensing is protected by those terms. If you violate any of these Terms, your permission to use the site will be revoked, and you will be required to immediately destroy any content you have downloaded or printed.

Unless explicitly stated otherwise here or on any other page of this site, nothing contained here, whether expressly, implicitly, or by estoppel, grants you the right to use any part of the intellectual property found on the Site.

Information

Any materials, feedback, or other types of information that you submit to this Site or to Pelene Online regarding this site (“Information”) will not be considered confidential or proprietary. Pelene Online will be the exclusive owner of all information collected on or in relation to the Site. Pelene Online has no obligation regarding such information and is free to use it without limitation for any purpose (such as usage, reproduction, modification, publication, redistribution, public display, etc.), without acknowledging the source.

It is prohibited to post or transmit to or from the Site any unlawful, threatening, defamatory, degrading, obscene, pornographic, or other materials that violate any laws.

Delivery of Goods and Possible Restrictions

Pelene Online d.o.o. delivers products within the territory of the Republic of Serbia, specifically to Belgrade.

For all online orders, delivery is free.

For any additional questions regarding delivery, you can contact us 24/7 via email at info@pelene.net.

The delivery time for packages is 12 hours. If the customer does not receive the goods or a delivery notice within the expected time, they must inform Pelene Online d.o.o. so that further steps can be taken to track the shipment or send a new one to the address provided by the customer.

Complaints Policy

Complaints about Damage During Transport

It is very important to report any visible damage to the product packaging immediately to the courier who delivers the goods. Any damage during transport must be reported within 24 hours of receiving the goods.

If you notice such damage, do not sign for the shipment or ask the courier to wait while you check if the packaging damage has caused damage to the product or missing parts. If the product is undamaged and all parts are in place, you can sign for the receipt of the shipment.

Complaints about Data or Incorrect Type of Goods

If you receive a shipment and upon opening the box find that the goods do not match what was ordered, or the information on the invoice is incorrect, please send us an email with your details (name, surname, phone number, order number) to info@pelene.net within 24 hours of receiving the shipment and describe the issue. We will respond to the complaint as soon as possible and inform you of the next steps. The time for resolving complaints is 15 days from the moment the complaint is filed.

If after receiving the product you find a reason for a complaint, you can file a complaint by providing the receipt or other proof of purchase (copy of the receipt, slip, etc.):

• Electronically via email to info@pelene.net
  The seller is obliged to issue a written confirmation or electronically confirm the receipt of the complaint, i.e., inform the customer of the number under which the complaint is registered in the complaint records and issue a complaint sheet.

The seller is obliged to respond to the customer’s complaint in writing or electronically, within eight days of receiving the complaint.

The seller's response to the customer’s complaint must include a decision on whether the complaint is accepted, a statement about the consumer’s request, and a specific proposal and deadline for resolving the complaint. The deadline cannot exceed 15 days from the date the complaint is filed. The seller is obliged to act in accordance with the decision, proposal, and deadline for resolving the complaint, if they have obtained the consumer's prior consent.

If the seller, for objective reasons, is unable to fulfill the consumer's request within the agreed deadline, they must inform the consumer about the extension of the deadline and specify the new deadline for resolution, obtaining the consumer’s consent, which must be recorded in the complaint records. The deadline extension can only happen once.

The inability of the consumer to provide the seller with the product packaging cannot be a condition for resolving the complaint or a reason for rejecting the resolution of non-compliance.

Currency Conversion Statement

All payments will be effected in Serbian currency – dinar (RSD). The amount your credit card account will be charged for is obtained through the conversion of the price in Euro into Serbian dinar according to the current exchange rate of the Serbian National Bank. When charging your credit card, the same amount is converted into your local currency according to the exchange rate of credit card associations. As a result of this conversion, there is a possibility of a slight difference from the original price stated on our website.

Cookie Policy

This cookie policy explains what cookies are and how we use them. You should read this policy to understand what cookies are, how we use them, the types of cookies we use, i.e., the information we collect using cookies and how that information is used, and how to control cookie preferences. For more information on how we use, store, and protect your personal data, please review our Privacy Policy.

You can change or withdraw your consent from the Cookie Statement at any time on our website.

Learn more about who we are, how to contact us, and how we process personal data in our Privacy Policy.

Your consent applies to the following domains: drgrandel.vvvnl1-sr3.supercp.com

Current settings: Cookies accepted. Manage cookies.

What are cookies?

Cookies are small text files used to store small pieces of information. Cookies are stored on your device when the website loads in your browser. These cookies help us make the website work properly, make it more secure, provide a better user experience, and understand how the website works. They also allow us to analyze what works and where improvements are needed.

How do we use cookies?

Like most online services, our website uses both first-party and third-party cookies for various purposes. First-party cookies are mostly necessary for the website to function properly and do not collect any personal data that can identify you.

Third-party cookies used on our website are mostly for understanding how the website performs, how you interact with it, keeping our services secure, showing relevant advertisements, and generally improving the user experience and helping speed up future interactions with our site.

How to control cookies?

If you later decide to change your settings during browsing, you can click on the “Privacy and Cookie Policy” tab on the screen. This will bring up the consent notice again, allowing you to change your preferences or withdraw your consent entirely.

Additionally, different browsers offer different methods for blocking and deleting cookies used by websites. You can change your browser settings to block/delete cookies. To learn more about managing and deleting cookies, visit wikipedia.org, allaboutcookies