General terms of purchase define the method of ordering, payment, delivery and possible complaint for goods offered on www.yoaofficial.com (futher referred to as Internet web page).
Subjects of general terms
Seller of the goods on www.yoaofficial.com which is ordered and paid through banking transactions or online is Mattea Concept LLC (further referred to as Online seller). Purchaser of the goods is a visitor of the Shop who chooses at least one product, sends his/her order and then pays for the item by whatever method he/she chooses.
Products and prices
In online shop, purchaser is enabled to buy all products that are offered on the Internet web page, whereas all the products match their declarations (further referred to as Products).
Products are ordered on the Internet web page and after confirming an order, there is no more chance to withdraw (unless the cases and procedures under the Law). If by any chance the seller is not able to deliver all the goods that were ordered, he/she will deliver the existing ones, where the purchaser will be informed either by e mail or phone. Fully order is considered when the payment is noted and when Online seller notes it (if you order from abroad, fully order is considered when you pay the full price and the costs of delivery to a courier and the payment was noted by Online seller).
Ordered products from Online seller are delivered to door. If it is a block of flats, the courier isn’t obliged to carry the goods straight to purchaser’s door, he simply comes to front door of the building
Goods are delivered throughout Serbia and abroad. It is done by Post Express or DHL if you order from abroad. Delivery to Croatia, Montenegro, BiH, Slovenia may be with Post Express, and cost of it placed on the last step of your order. Time limit for an order to be delivered is between 1 and 4 working days. Sometimes it can take longer if the ordered products are out of stock, if the goods were ordered through weekend or public holidays or in cases of some unexpected or extraordinary situations.
Purchaser has to sign a delivery note which is later kept by a delivery courier as a proof that goods were delivered.
If purchaser refuses to take delivered goods at his/her address, Online seller has the right to ask for its operating and delivery costs.
Deadline for delivery of products bought at Online shop is 1 to 4 working days. This period starts as soon as purchaser completes his/her payment and when the Internet shop notes the same.
Taking over the goods by purchaser
All the packages from www.yoaofficial.com are delivered from 8 am till 5 pm on working days and Saturdays. The package is delivered directly to purchaser or to a person named by purchaser. Purchaser or the person who receives the package needs to be at the address written while ordering at the above mentioned period of time and days.
If the delivery of the goods is unable or not possible because the purchaser or other person weren’t found, under these terms and conditions, and the goods are return to the sender, purchaser will have to pay to get the goods again. If the goods return, they can be sold again to a third party, since the previous order isn’t valid anymore.
When taking over his/her package, the purchaser needs to open the package and check received goods in presence of a delivery man or a postman. If there are any signs of damage shown, purchaser is obliged to open the package in front of a delivery man or postman. If it is noted that item is damaged, an official report should be written by delivery man.
The Price of delivery
Expenses of delivery ar RSD 240 within Serbia.
User privacy protection
On behalf of yoaofficial.com Internet shop and Mattea Concept LLC we are binding to protect and keep privacy of all our purchasers. We only ask for necessary information, basic info about our purchasers/users and those info needed for running our business and to offer as better service as possible
We give our purchasers a choice whether they want to stay on our mailing list used in marketing campaign or to leave. All data about users/purchasers are strictly kept and are at disposal only to the employees who need them to complete work. All employees working at Internet shop yoaofficial.com have to follow and obey the rules.
Protection of confidential data per transaction
While entering data about credit card, confidential info are transferred through the public network in protected (encrypted) form by using SSL protocol and PKI system, as one of the most modern encrypting technologies.
Security of data while buying online, is guaranteed by credit card processor, Banca Intesa plc, Belgrade, so the whole payment process is done on bank pages. Our company doesn’t have any connection with data.
While buying you are free to choose:
- On a delivery day, you can pay if you order on the territory of Serbia / or you can pay in cash;
- Through credit cards while shopping online
Paying with will pay
While choosing the payment method in will pay, you pay when the goods are delivered, at the spot, at the address you’ve mentioned while buying online.
Paying by credit cards while buying online
If you want to pay with your credit card, you pay with the following types of credit cards: MasterCard, Maestro, Visa, American Express…
Return of the means
Purchaser has a right on a complaint by the Laws of the republic of Serbia.
When taking its order it is necessary for him/her to check the package. If there are any clear signs of damage, purchaser in that case is not obliged to take the package. Online seller has to inform the purchaser at short notice.
In case that goods are returned and the return of the means which had been paid by any credit card, partially or the whole amount, the Internet shop yoaofficial.com as Mattea Concept LLC needs to do the repayment through VISA, EC/MC and Maestro, which means that bank will pay all to his family.
Cancelling the purchase
According to the Law of customer’s protection for each online purchase, any purchaser can easily break the contract within 14 days from the day when the goods are received, or cancelling the purchase.
Money is paid back as the goods are received, and when there was a complete check whether the product was damaged and used. Purchaser needs to return the package within 14 days from the day he/she has sent its Cancellation form. If this time period expires, it isn’t possible to return the goods. It needs to be in perfect condition as it was originally sent to a purchaser. Purchaser is responsible if the package was damaged and destroyed. It is important that the package is handled with care.
If the goods aren’t suitable
If the purchaser after receiving his order figures out that product doesn’t fit him/her, he/she is to fill in the form, the cancellation form, or to contact Online seller whose phone number is written on the package or via email on the official site.
It is mandatory for purchaser, when contacting Online seller, to tell its reference number or package tracking number. You cannot exchange the goods if they were worn. It should be returned unused and without any damage.
Deadline for returning the goods is 14 days from the moment the goods were received. Costs made by means of transport are to be paid by purchaser, unless the goods received were damaged or used.
You can download the Order cancellation form here.
Statement of conversion into foreign currencies
All payments will be effected inSerbian currency – dinar (RSD). The amount your credit card account will becharged for is obtained through the conversion of the price in Euro intoSerbian dinar according to the current exchange rate of the Serbian NationalBank. When charging your credit card, the same amount is converted into yourlocal currency according to the exchange rate of credit card associations. As aresult of this conversion there is a possibility of a slight difference fromthe original price stated in our web site.
.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 in our web site.
When taking over your package, we kindly ask you to inspect it at sight in presence of a delivery man. If there are any clear signs of damage, you shouldn’t take the package. In that case, please give us a call +381 62/1584-973 or send us an e-mail with your personal data (name, surname, phone number and order number) on our e-mail address email@example.com and please write the reason why you had refused to receive the package. We will inform you shortly.
If you received your order, and after opening the package you found out that the goods don’t fit or the receipt isn’t the same, please check it with the delivery man. If there are any clear signs of damage, you shouldn’t take the package. In that case, please give us a call +381 62/1584-973 or send us an e-mail with your personal data (name, surname, phone number and order number) on our e-mail address firstname.lastname@example.org and please write the reason why you had refused to receive the package. We will inform you shortly.
If there are any non-compliances in terms of the Law of customer protection, please take the steps as defined by the Rule book which is applied to those who buy online.
Send the goods and Complaint form to the following address: Mattea Concept LLC, (for web shop), 84, Blagoja Parovica street, 11000 Belgrade.
The rules of procedure and how to deal with complaints via the Internet
By these rules trader is the one to define way, conditions and procedure of solving customer’s complaints due to mismatching the goods via aloo.rs and all the authorizations, obligations and responsibilities in terms of letting customers complain.
Consumer, in the sense of these rules, is any citizen who uses yoaofficial.com to purchase something online.
Request for a complaint can be sent by post to the following address: Mattea Concept LLC, 84, Blagoja Parovica street, 11000 Belgrade (to complaint service).
When sending a request for a complaint, consumer has to:
a) Send back the item along with the bill
b) Send filled in Complaint form, this form can be taken from the link COMPLAINT FORM
c) He/She should state the reason of a complaint and desired solution to a situation
d) If the purchaser doesn’t write delivery code, that complaint wouldn’t be taken in consideration
Adequacy of a request for a complaint is evaluated by the board. The response to the request will be sent at the short notice, which can’t be longer than 8 days. Deadline to solving the complaint can’t me more than 15 days, or 30 days for technical goods.
If the trader accepts the complaint, purchaser can choose among the following:
a) Change of a faulty product for a new one, a product that is good or fixing the damage if possible
b) If there is no chance of fixing the problem, then purchaser can ask for pay back. In that case, it will be paid electronically to his/her banking account within 15 days
Mattea Concept LLC whose part is the Internet shop yoaofficial.com proves that sold goods match the declaration which is attached to each and every product
Complaint procedure is started by purchaser when he/she downloads request for a complaint from the link mentioned in Article 3. Complaint form should include the following:
- name and surname,
- address, mobile phone number and an e-mail address
- item label and size (to be seen on the bill)
- short explanation about a problem
- request within the Law of consumer protection article 52.
- date of receiving goods (when the risk came to a consumer)
- bill number
- price at which the product was bought
- agreed deadline if the complaint is accepted
- delivery code
- consumer’s signature
These rules of procedure are valid and to be applied as of May 15th 2019.