Terms of use

GENERAL TERMS AND CONDITIONS

The general terms and conditions of the Manual online store are established by the terms of purchase and sale of products, which are carried out by Manual Workshop for the Crafting of Leather Items Using Traditional Methods and Trade, Novi Sad (hereinafter: “Seller”). The general terms and conditions of the online store are defined in accordance with the Consumer Protection Law. The online store is an information system intended for presenting and selling products to consumers. It is managed by Manual Workshop for the Crafting of Leather Items Using Traditional Methods and Trade. A user is a person who uses this system, i.e., a consumer in the online store. The general terms and conditions define the activities of the online store, the rights of users, and the business relationship between the seller and the consumer.

SECURITY AND PERSONAL DATA PROTECTION

On behalf of The Manual Co., we are committed to protecting the privacy of all our customers. We collect only the necessary, basic information about customers/users and information required for business operations and user notifications, in accordance with good business practices and to provide quality service. We give customers options, including the choice to be removed from mailing lists used for marketing campaigns. All user/customer data is strictly confidential and accessible only to employees who need it to perform their job. All employees of [store name] (and business partners) are responsible for adhering to privacy protection principles. When entering payment card information, confidential data is transmitted over public networks in a protected (encrypted) form using SSL protocol and PKI systems, currently the most advanced cryptographic technology. The security of data during purchase is guaranteed by the payment card processor, Banca Intesa AD Belgrade, so the entire payment process takes place on the bank’s pages. At no point are payment card details available to our system. The Manual online store is secured with a state-of-the-art SSL security certificate, ensuring that the entire connection between the seller and the customer is encrypted. SSL encryption prevents hackers from stealing private customer information, such as credit card numbers, names, and addresses. The Seller ensures the security and protection against misuse of personal data. All consumer data is strictly confidential and accessible only to employees who need it to perform their job. The courier service DExpress, which delivers purchased goods, has access to data required to fulfill the contract, including the consumer’s name, surname, address, and phone number. The consumer is responsible for access to their account and protecting their user information and password. The consumer also guarantees the accuracy and truthfulness of all information sent to the Seller. The Seller undertakes to permanently protect consumers’ personal data in accordance with regulations. The provided data will be used exclusively for sending informational materials, offers, invoices, and other necessary communications. The consumer consents to receive notifications from the Seller regarding new offers, promotions, and discounts via phone and email. At any time, the consumer can withdraw consent by submitting a request in written or electronic form, after which they will no longer receive such notifications.

METHOD OF PAYMENT

The consumer pays for the goods either cash on delivery to the DExpress courier or by payment card, exclusively in Serbian dinars (RSD). All payments will be made in the local currency of the Republic of Serbia – dinar (RSD). For informational display of prices in other currencies, the middle exchange rate of the National Bank of Serbia is used. The amount charged to your payment card will be expressed in your local currency through conversion based on the rate used by card organizations, which cannot be known to us at the time of the transaction. As a result of this conversion, a slight difference from the original price listed on our website may occur. Thank you for your understanding.

DELIVERY TIME AND METHOD

Delivery Time

The delivery period starts from the next business day after the order. For goods purchased through the online store, the delivery period is up to 5 (five) days from the day the order is received by the consumer.

Delivery Method

The Seller undertakes to deliver purchased goods to the consumer as follows: by sending goods through the DExpress courier service. Delivery costs for orders up to 7,000.00 RSD are borne by the buyer, while delivery costs for orders over 7,000.00 RSD are covered by the seller. DExpress couriers (an external company delivering goods for us) deliver shipments to the delivery address until 7 PM on each business day. Please ensure that someone is available at the address to receive the shipment. Upon receiving the shipment, visually inspect the package for any visible damage. If the transport box is significantly damaged and you suspect the product may be affected (opened), refuse the delivery and notify us immediately. If the shipment appears undamaged, you may accept it. Orders received on business days before 2 PM will be delivered to the specified address the next day by 7 PM. The courier attempts delivery twice for each shipment. If the courier cannot find you at the address, they usually call the phone number provided in the order to arrange a new delivery time. In case of shipment return, we will contact you to determine the reason and arrange reshipment. Delivery is only available within the Republic of Serbia, excluding the territory of Kosovo and Metohija. For deliveries outside the Republic of Serbia, please contact us via email at sales@manual.rs.

Delivery Costs

Delivery costs for orders up to 7,000.00 RSD are 350.00 RSD. Delivery for orders over 7,000.00 RSD is free of charge.

Note for International Customers

Orders outside the Republic of Serbia may be subject to customs and import duties, which are entirely the responsibility of the buyer. These costs are not included in the product or shipping price.

PRICES IN THE MANUAL ONLINE STORE

All prices are shown in dinars, including VAT, with no hidden costs. The Seller reserves the right to change prices unless otherwise stated (e.g., promotions and special discounts). Prices are valid at the time the order is placed and are applicable for the subsequent period. Prices apply only to online store purchases and may differ from prices in the Seller’s physical retail locations.

REFUNDS

Consumers have the right to withdraw from a distance contract without giving a reason and without additional costs within 14 days from the day the goods are received by the consumer or a third party designated by the consumer, who is not the carrier. The right of withdrawal is exercised by submitting a withdrawal statement, on a special form for withdrawal from a distance contract or in another unequivocal manner. In case of contract withdrawal, the customer is entitled to a refund of paid amounts in accordance with the Consumer Protection Law of the Republic of Serbia. The Seller must refund the paid amount, including standard delivery costs, no later than 14 days from the receipt of the withdrawal statement. The Seller reserves the right to delay the refund until the returned product is received or until the customer provides proof of shipment, whichever comes first. In the case of returning goods and refund to a customer who paid by card, whether partially or fully, regardless of the reason, The Manual Co. is obliged to refund exclusively via the same payment method (VISA, EC/MC, and Maestro), and the bank, at the seller’s request, will refund the amount to the cardholder. The consumer is solely responsible for any reduced value of returned goods caused by handling the goods beyond what is necessary to determine their nature, characteristics, and functionality.

COMPLAINTS AND CLAIMS

Consumers can submit complaints, claims, and remarks in the following ways:

1. Via chat on our online store
2. By phone at 063/502-666 from 8 AM to 4 PM on business days
3. Via email at sales@manual.rs

The Seller is obliged to respond to the consumer in writing or electronically within eight days of receiving the complaint. If the complaint is accepted, the Seller must resolve it within an appropriate period as specified in the complaint, which cannot exceed 15 days from submission. The Seller will make every effort to resolve disputes amicably. In case of returning goods and refund to a customer who previously paid by card, partially or fully, The Manual Co. is obliged to process refunds exclusively via VISA, EC/MC, and Maestro methods, with the bank refunding the cardholder at the seller’s request. The withdrawal form can be downloaded HERE.

STOCK AVAILABILITY

The stock status in the Manual online store is updated every 24 hours. It may happen that a product ordered is no longer physically available or sold out at the time of order processing. In such cases, the customer will be informed in a timely manner via the contact information provided at ordering, with options for product replacement, extended delivery time, or order cancellation.

FINAL PROVISIONS

The Supplier reserves the right to change these terms without prior notice to consumers. Every consumer can check the current terms when placing an order.

COPYRIGHT

All material on this website, including text, articles, quotes, images, videos, illustrations, and other content is protected by copyright law. Unauthorized copying, reproduction, publication in media or online, or any other form of duplication is prohibited.

DELIVERY

Delivery costs for orders up to 7,000.00 RSD are 350.00 RSD. Delivery for orders over 7,000.00 RSD is free of charge.