Privacy Policy

Online Store

PIB: 103448134 MB: 17559923

The terms of business apply to buyers whose residence is located in the territory of the Republic of Serbia. The seller is Vinarija Aleksandrović d.o.o., and the buyer is a visitor to these pages — a legally adult and capable person who fills out an electronic order form, submits it to the seller, and makes payment upon delivery. The buyer bears responsibility for the accuracy and completeness of the data entered during the purchase. By ordering items, the buyer accepts the terms of business stated on these pages.

Vinarija Aleksandrović d.o.o. may reject an order or refuse to deliver goods if it determines that the Online Shop has been misused, or if the data on the order is incomplete or inaccurate — especially if it is unable to reach the buyer by phone for telephone confirmation of the order.

We reserve the right to errors in descriptions, photographs, prices, and number of items due to the automatic entry of items into the system, as well as automatic order confirmation. In the event of an error, the confirmation of our operator shall be authoritative.

Ordering and Payment

All payments will be made in the local currency of the Republic of Serbia – the dinar (RSD) at retail prices inclusive of VAT.

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 at the rate used by card organizations, which cannot be known to us at the time of the transaction. As a result of this conversion, there may be a slight difference from the original price listed on our website. Thank you for your understanding.

When entering payment card information, confidential data is transmitted over the public network in a protected (encrypted) form using the SSL protocol and PKI system, 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 is payment card data accessible to our system.

In the event of a return of goods and refund to a buyer who previously paid by payment card, in whole or in part, and regardless of the reason for the return, Vinarija Aleksandrović d.o.o. is obligated to process the refund exclusively via VISA, EC/MC, and Maestro payment methods, meaning the bank will, at the seller’s request, return the funds to the cardholder’s account.

Through the online store, we offer you the ability to purchase all products from our range. We reserve the right to errors in descriptions, photographs, prices, and number of items due to automatic entry of items into the system and automatic order confirmation. In the event of an error, the confirmation of our operator shall be authoritative.

Vinarija Aleksandrović is not responsible for telephone costs, data traffic costs, or any other costs that may arise during the ordering or browsing of web pages.

Upon completion of the purchase process, you will receive an order confirmation at the email address you provided in the purchase form. In the event that we are unable to deliver any of the ordered products for any reason, our operator will contact you by phone or email to arrange delivery of an alternative product or, if applicable, cancellation of the ordered product.

If you have any problems or questions during the ordering process, please feel free to contact our operator at: info@vinarijaaleksandrovic.rs or by phone: 034/826-555, Monday – Friday 8:00 AM – 4:00 PM.

Vinarija Aleksandrović d.o.o. may reject an order or refuse to deliver goods if it determines that the Online Shop has been misused, or if the data on the order is incomplete or inaccurate — especially if it is unable to reach the buyer by phone for telephone confirmation of the order.

Ordered products are paid for:

• Cash on delivery: paid in cash to the delivery person – an employee of the courier service. For cash on delivery payments, we will call you prior to delivery for telephone confirmation of your order.
• Bank transfer
• Online payment card

VAT is included in the price and there are no hidden costs.

How to Order

1. Registration and login
2. Product selection and data entry
3. Data verification through four steps and delivery

1. Registration and Login

Registration

On your first visit to our website, you need to register. Registration will allow you to shop more easily on every subsequent visit to our online store. Registration is quick and simple — press the “New User” button located in the upper right corner of the homepage. Fill in the fields shown, enter the correct data and the password you will use for each subsequent login. After completing registration, you will receive a confirmation to the email address you entered in the appropriate field. If the confirmation has not arrived in your inbox, check whether it went to SPAM – junk mail.

Login

If you wish to access your account, you will need to log in. By pressing the “Login” button, a window will open where you need to enter your email and the password you set during registration. You can then continue with your purchase. This step can also be done after you have already selected the products you wish to order.

2. Product Selection and Data Entry

The purchase consists of a few steps, and we will now explain how to successfully complete and confirm an online order. To add a desired product to your cart, simply click the “Add to Cart” link next to the product. In the upper right corner, information about your cart will appear — the current contents of the cart and the order amount. Clicking on the cart opens a panel where you can review the cart contents, continue adding products, or place your order by clicking the “Buy” button, which will guide you through the next steps:

• Step 1 – Review of items in your cart
• Steps 2 and 3 – Login, confirmation, and possible modification of data
• Step 4 – Purchase confirmation

In these steps, you need to provide information about the buyer if you have not already registered, and the address where the package should be delivered. Please provide all information as precisely as possible so that the courier delivering your package can find you easily. In the event of incorrectly entered data, your package may be returned and delivery delayed.

3. Data Verification and Product Delivery

Upon completion of the purchase process, you will receive an order confirmation at the email address you provided in the purchase form. In order to verify the data provided by the buyer when creating the order, every order is checked before further processing. Verification is done by calling the buyer at the contact phone number they provided.

If the order is successfully validated, the ordered products are sent to the delivery address.

Delivery

Our partner delivers ordered goods throughout Serbia, directly to your home or to the address you specify in the order form. Delivery is made within a maximum of 3 business days from the date of the order. Orders received after 2:00 PM will be processed the next business day.

If the person who placed the order (who is to receive it) is not at home at the time of delivery, the courier will leave a “shipment arrival notice” at the specified address with a telephone number to arrange a repeat delivery within 8 days. After that period, the package is returned to the sender.

The basic cost of each delivery is calculated based on the weight of the shipment (number of bottles ordered), and for all orders exceeding 5,000 dinars, delivery is free.

If you have not received the goods or a delivery notice within the expected time, please notify us immediately so that we can take steps to locate the shipment or send a replacement.

Package Integrity

Ordered products are packaged in a way that prevents damage during normal handling.

Upon receiving the goods, the buyer is required to check for any damage and immediately report it to the person who delivered the goods, and to refuse to accept the ordered goods if there is visible external damage.

The buyer is required to compare the contents of the shipment (type and quantity of items delivered) with the invoice, and if anything is missing or the wrong product was delivered, to notify the delivery person on the spot.

The recipient and the delivery person confirm any deficiencies on site in writing and with their signatures.

Vinarija Aleksandrović will, as quickly as possible and at its own expense, deliver items found to be missing from the shipment or delivered in a defective condition.

Verification of order accuracy is the buyer’s responsibility, and subsequent complaints regarding the quantity and type of delivered goods and visible defects will not be accepted.

Customer Service

Accuracy and Complaints

Upon delivery of goods, please check the delivered items and immediately report any damage to the delivery person. Please compare the delivered products with the invoice, and if anything is missing, notify the delivery person on the spot, and if possible, immediately contact the administration by phone: 034/826-555 or email: info@vinarijaaleksandrovic.rs

The image illustrating a product on the website may not fully correspond to the actual appearance of the product, especially for products such as wine.

If a delivered product has a quality defect that could not be detected upon receipt, please report it to us by email: info@vinarijaaleksandrovic.rs so we can arrange the return and replacement of such a product.

Complaints

How to File a Complaint

1. The complaint procedure begins by filling out the online Complaint Form, which you can download HERE.
2. The complaint deadline is 2 years from the date of receipt of the goods.
3. Submit the completed form together with the goods you are returning. Due to the special nature and specificity of the goods, make sure the bottle has not been opened.
4. Goods being returned must be sent exclusively via courier service, along with the mandatory invoice or any other proof of purchase from the online shop.
5. If the complaint is accepted, the seller bears the costs of the complaint, and the money will be refunded within 10 business days.

Returned goods should be sent marked: “Vinarija Aleksandrović” online store to the address: Vinča bb, Topola.

When the shipment is delivered, the buyer will receive an email notifying them of receipt.

The decision on the outcome of the complaint is received within 8 days of receipt of the shipment by the seller.

In accordance with Article 55, paragraph 10 of the Consumer Protection Act, the consumer is required to respond to the seller’s reply to the complaint within 3 (three) days from the date of receipt of the seller’s reply, by sending a response to the seller’s email address: info@vinarijaaleksandrovic.rs

Out-of-Court Resolution of Consumer Disputes

In accordance with Articles 55 and 151 of the Consumer Protection Act (Official Gazette of RS, No. 62/2014, 6/2016, 44/2018, 88/2021 – other law), we inform buyers that they have the option of resolving a consumer dispute out of court. Out-of-court resolution of consumer disputes is conducted in a transparent, efficient, fast, and fair manner before a body for out-of-court resolution of consumer disputes.

The Ministry of Trade, Tourism and Telecommunications compiles a list of such bodies and publishes it publicly. It is available at: https://mtt.gov.rs/tekst/2306/zaštita-potrosaca.php.

The procedure before the body may be initiated by the CONSUMER by proposal only if they have previously filed a complaint or objection, and not after the expiry of 1 (one) year from the date of filing the complaint.

As the SELLER, we are legally obligated to participate in the out-of-court consumer dispute resolution process.

Each party in the out-of-court consumer dispute resolution procedure bears its own costs (legal representation costs, travel expenses, etc.).

If the consumer does not respond within the aforementioned deadline, it shall be considered that they do not agree with the seller’s proposal.

Withdrawal from Contract

How to Withdraw from an Online Purchase

1. The withdrawal procedure begins by filling out the online Statement of Withdrawal from Contract, which you can download HERE.
2. Place the completed form together with the goods you are returning. Due to the special nature and specificity of the goods, make sure the bottle has not been opened.
3. Goods being returned must be sent exclusively via courier service, along with the mandatory invoice or any other proof of purchase from the online shop.

Goods should be sent marked: “Vinarija Aleksandrović” online store to the address: Vinča bb, Topola.

Upon receipt of the product, it will be inspected to determine whether it is in proper and undamaged condition. If it is determined that the goods were returned in proper condition, the amount paid by the consumer under the contract will be refunded no later than 14 days from the date of receipt of the product.

The deadline for withdrawal from the contract is 14 days from the date of receipt of the goods.

Protection of Personal Data

Privacy Policy

On behalf of Vinarija Aleksandrović d.o.o., we commit to protecting the privacy of all our customers. We collect only the necessary, basic data about customers/users and data necessary for business operations and informing users in accordance with good business practices and for the purpose of providing quality service. We give customers the option of choice, including the possibility of deciding whether or not they wish to be removed from mailing lists used for marketing campaigns. All customer/user data is strictly protected and available only to employees for whom such data is necessary to perform their work. All employees of Vinarija Aleksandrović d.o.o. (and business partners) are responsible for observing the principles of privacy protection.

This privacy policy regulates the manner in which Vinarija Aleksandrović d.o.o. collects, uses, maintains, and discloses information collected from users (hereinafter “User”) through the website www.vinarijaaleksandrovic.rs

Personal Identification Data

Vinarija Aleksandrović d.o.o. collects personal identification data from Users in various ways when Users visit our Site, register on the Site, subscribe to the newsletter, fill out a form, and in connection with other activities and services available on our Site. Users may be asked, as needed, for their first name, last name, home address, email address, and phone number. Users may visit our Site anonymously. Vinarija Aleksandrović d.o.o. collects personal information from Users only if the User voluntarily provides such information. Users may always refuse to provide personal identification information, except that in such cases they may be denied access to certain activities on the Site.

Non-Personal Identification Data

Vinarija Aleksandrović d.o.o. has the right to collect non-personal identification data about Users at any time during their interaction with the Site. Non-personal identification data may include the browser name, type of computer, and technical information about Users’ means of connection to our Site, such as the operating system, the Internet provider they use, and other similar information.

Where We Store Your Data

We collect and store personal data within an email list (database) through Drupal software and MailChimp (email marketing and marketing automation) which have adapted their operations to GDPR regulations.

How We Use Collected Information

Vinarija Aleksandrović d.o.o. may collect and use Users’ personal data for the following purposes:

To improve its services — The information we collect helps us respond more effectively to your customer service requests and support needs. For personalizing the user experience — We may use information to understand how our Users (as a group) use the services and resources on our Site. To improve our Site — We may use feedback you provide to improve our products and services. To run promotions, competitions, surveys, or other Site features — Sending Users information they have agreed to receive on topics of their interest. To send periodic emails — We may use email to send information about corrections and updates on the Site. It may also be used as a communication channel to respond to Users’ requests, questions, and/or other inquiries. If Users choose to subscribe to our mailing list, they will receive emails that may include company news, information about new offers, products, or services, etc. If at any time a User wishes to unsubscribe from receiving future emails, we have included detailed unsubscribe instructions at the bottom of each email.

How We Protect Information

Vinarija Aleksandrović d.o.o. adopts data collection, storage, and processing and security measures to protect against unauthorized access, alteration, disclosure, or destruction of personal information, usernames, passwords, transaction information, and data stored on our website. Our website complies with the GDPR regulation in order to create the most favorable and secure environment for Users.

Sharing Personal Data

Vinarija Aleksandrović d.o.o. does not sell, trade, or rent Users’ personal identification data to others.

User Rights

In accordance with GDPR regulations, the User has the right to:

• unsubscribe from the email list at any time;
• request access to all their data stored in our database;
• request to be forgotten (to have all their data deleted from our database).

Changes to the Privacy Policy

Vinarija Aleksandrović d.o.o. has the discretionary right to update this privacy policy at any time. When we do so, we will revise the updated date at the bottom of this page and send you an email. We recommend that Users periodically check this page for any changes, to stay informed about how we protect the personal data we collect. You agree and acknowledge that it is your responsibility to review this privacy policy periodically and become aware of any modifications.

Your Acceptance of These Terms

By using this Site, you accept this policy. If you do not agree with this policy, please do not use our Site. Continued use of the Site after the posting of changes to this policy will be deemed as your acceptance of those changes.

Contact Us

If you have any questions about this privacy policy, the Site’s practices, or your interaction with this Site, please contact us at:

Vinarija Aleksandrović d.o.o. www.vinarijaaleksandrovic.rs Vinča, Topola Serbia t: +38134826555 e: office@vinarijaaleksandrovic.rs

This document was last updated on 25.12.2018.

Contact details of the authorized personal data protection officer:

Name: Dijana Lekić Email: dijana.lekic@vinarijaaleksandrovic.rs Phone: +381 (0) 62 221 628 Working hours: every working day from 08:00 to 16:00

General Terms and Conditions

Ordering and Payment

All payments will be made in the local currency of the Republic of Serbia – the dinar (RSD) at retail prices inclusive of VAT.

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 at the rate used by card organizations, which cannot be known to us at the time of the transaction. As a result of this conversion, there may be a slight difference from the original price listed on our website. Thank you for your understanding.

When entering payment card information, confidential data is transmitted over the public network in a protected (encrypted) form using the SSL protocol and PKI system, 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 is payment card data accessible to our system.

In the event of a return of goods and refund to a buyer who previously paid by payment card, in whole or in part, and regardless of the reason for the return, Vinarija Aleksandrović d.o.o. is obligated to process the refund exclusively via VISA, EC/MC, and Maestro payment methods, meaning the bank will, at the seller’s request, return the funds to the cardholder’s account.

Through the online store, we offer you the ability to purchase all products from our range. We reserve the right to errors in descriptions, photographs, prices, and number of items due to automatic entry of items into the system and automatic order confirmation. In the event of an error, the confirmation of our operator shall be authoritative.

Vinarija Aleksandrović is not responsible for telephone costs, data traffic costs, or any other costs that may arise during the ordering or browsing of web pages.

Upon completion of the purchase process, you will receive an order confirmation at the email address you provided in the purchase form. In the event that we are unable to deliver any of the ordered products for any reason, our operator will contact you by phone or email to arrange delivery of an alternative product or, if applicable, cancellation of the ordered product.

If you have any problems or questions during the ordering process, please feel free to contact our operator at: info@vinarijaaleksandrovic.rs or by phone: 034/826-555, Monday – Friday 8:00 AM – 4:00 PM.

Vinarija Aleksandrović d.o.o. may reject an order or refuse to deliver goods if it determines that the Online Shop has been misused, or if the data on the order is incomplete or inaccurate — especially if it is unable to reach the buyer by phone for telephone confirmation of the order.

Ordered products are paid for:

• Cash on delivery: paid in cash to the delivery person – an employee of the courier service. For cash on delivery payments, we will call you prior to delivery for telephone confirmation of your order.
• Bank transfer
• Online payment card

Delivery

Our partner delivers ordered goods throughout Serbia, directly to your home or to the address you specify in the order form. Delivery is made within a maximum of 3 business days from the date of the order. Orders received after 2:00 PM will be processed the next business day.

If the person who placed the order (who is to receive it) is not at home at the time of delivery, the courier will leave a “shipment arrival notice” at the specified address with a telephone number to arrange a repeat delivery within 8 days. After that period, the package is returned to the sender.

The basic cost of each delivery is calculated based on the weight of the shipment (number of bottles ordered), and for all orders exceeding 5,000 dinars, delivery is free.

If you have not received the goods or a delivery notice within the expected time, please notify us immediately so that we can take steps to locate the shipment or send a replacement.

Accuracy and Complaints

Ordered products are packaged in a way that prevents damage during normal handling.

Upon receiving the goods, the buyer is required to check for any damage and immediately report it to the person who delivered the goods, and to refuse to accept the ordered goods if there is visible external damage.

The buyer is required to compare the contents of the shipment (type and quantity of items delivered) with the invoice, and if anything is missing or the wrong product was delivered, to notify the delivery person on the spot.

The recipient and the delivery person confirm any deficiencies on site in writing and with their signatures.

Vinarija Aleksandrović will, as quickly as possible and at its own expense, deliver items found to be missing from the shipment or delivered in a defective condition.

Verification of order accuracy is the buyer’s responsibility, and subsequent complaints regarding the quantity and type of delivered goods and visible defects will not be accepted.

Vinarija Aleksandrović is required to notify the buyer of the possibility of out-of-court dispute resolution.

The buyer has the right, in the event of a consumer dispute, to submit a complaint to the seller. The deadline for a response is 14 days from the date of filing the complaint.

If no response is received within the specified deadline, the buyer has the right to submit a request for out-of-court resolution of the consumer dispute. The buyer submits the request to the seller in writing, and the seller is required to respond in writing within 8 days and to inform the buyer of a possible resolution.

General Terms

The online store website was launched and is managed by Vinarija Aleksandrović d.o.o. (hereinafter: Vinarija Aleksandrović or we).

By first and each subsequent use of the website, it is considered that you have fully familiarized yourself with these Terms, that they are clear to you and that you accept them. If you do not agree with them, please do not access the website or use its content. If you have any questions or ambiguities related to the Terms of Use, please contact us at: office@vinarijaaleksandrovic.rs.

The appearance and content of the website, as well as the Terms of Use, may be changed at any time and without explanation, so we ask that you review them periodically to familiarize yourself with any possible changes. Your continued use of the website is considered to constitute your acceptance of any possible amendments to these terms. Vinarija Aleksandrović will not be responsible for any possible consequences arising from changes to web content.

Viewing content at this address is only permitted for personal purposes. Public display, download, reproduction, transmission, publication, modification, reproduction, distribution, participation in transmission or sale, making copies, sending, as well as any other type of use of the complete content of these pages or any part thereof, and the selection and arrangement of their content, is prohibited without the express written permission of Vinarija Aleksandrović. If such permission has been granted, it is not permitted to delete or modify existing data relating to copyright and/or trademark and third-party rights.

Users are prohibited from transmitting and publishing obscene, offensive, vulgar, threatening, or indecent, or otherwise unacceptable or unlawful content, as well as content that infringes any of the rights of any party, and in particular content containing viruses or other harmful material on this website. Users assume responsibility for any damage resulting from their activities that are not in accordance with the foregoing, as well as for any other type of damage that may arise. Vinarija Aleksandrović reserves the right (but not the obligation) to completely or partially delete materials and content published by users on its pages.

By using the content of these web pages, the user accepts the risks arising from the use of these web pages and accepts the use of the content of these web pages exclusively for personal use and at their own risk.

Vinarija Aleksandrović fully disclaims any liability that may in any way arise from, or is in any way connected with, the use of these web pages, for any actions of users through the use or misuse of the content of these web pages, and for any damage that may be caused to the user or any third party in connection with the use or misuse of the content of these web pages.

If the website provides the ability to establish links to other websites over which we have no influence, we are not responsible for the accuracy and completeness of the content of other websites, nor for any negative consequences that may arise from the use of other websites.

Copyright

The content of this website is protected by copyright belonging to Vinarija Aleksandrović, or has been licensed to Vinarija Aleksandrović, and is owned by third parties. Vinarija Aleksandrović also holds copyright over the editing, selection, and arrangement of the content of this site. Furthermore, this site contains trademarks, names of individuals, and other intellectual property content owned by Vinarija Aleksandrović. You should not consider any content on this site to be available for unrestricted use. Reproduction of the content of this website is not permitted.

Images and Video

All photographs, images, videos, and other materials appearing on these web pages are the exclusive property of Vinarija Aleksandrović. Copyright over all materials found on the web pages belongs to Vinarija Aleksandrović. All rights reserved. Permission is granted to entities to use these materials exclusively for advertising, editorial, and informational purposes of publication in newspapers, magazines, and electronic media. Any other use of materials from Vinarija Aleksandrović’s web pages is not permitted. Furthermore, the use of any material from these web pages in connection with the sale or offering for sale of products or services of any kind is not permitted. The defined permission and manner of use of these web pages may not be transferred, subcontracted, or assigned, and any intended or attempted transfer, subcontracting, or assignment will be considered null and void. By using materials from the web pages, media users commit to fully comply with the restrictions, conditions, and requirements established herein.

Vinarija Aleksandrović will make reasonable efforts to publish accurate and up-to-date data on its web pages, but assumes no responsibility for the accuracy and completeness thereof, nor does it grant any right of objection in that regard.

Vinarija Aleksandrović does not guarantee that this website will always be available and accessible, or that it will not contain errors or viruses. Each user expressly accepts the use of this website at their own risk.

Vinarija Aleksandrović is not responsible for damage or injury (including, but not limited to, special or consequential damage) that may result from the use or inability to use any part of this website, or content published or added to it by other users.

Media entities and other users who use these web pages fully agree to indemnify Vinarija Aleksandrović against any and all claims, costs, damages, or liabilities arising from the negligent use of materials from the web pages by such user, including any direct, indirect, incidental, special, or consequential damage.

Vinarija Aleksandrović d.o.o. is aware of the fact that many consumers and other users who visit our web pages are concerned about the data they have provided online and wonder how it is stored and used. For more information about the policy for the protection and confidentiality of personal data on our web pages, please visit the page “Protection of Personal Data on Vinarija Aleksandrović’s Website.”