Terms & Conditions
BASIC COMPANY INFORMATION
• HOUSE OF ETRE DOO
• VITEZOVA KARAĐORĐEVE ZVEZDE 107A, 11050, BELGRADE (ZVEZDARA), Serbia
• 4690 – Non-specialized wholesale trade
• 111339657 – tax number
• +381 (0) 62 500 222
• office@houseofetre.com
STATEMENT ON CONVERSION
All payments will be made in the local currency of the Republic of Serbia – dinar (RSD). For an informative display of prices in other currencies, the middle exchange rate of the National Bank of Serbia is used. The amount that will be charged to your payment card will be expressed in your local currency through a conversion at the exchange rate used by card organizations, which is unknown to us at the time of the transaction. As a result of this conversion, there may be a slight difference from the original price stated on our website.
CONTACT INFORMATION – CUSTOMER SERVICE
If you need support at any time, you can contact our customer service using the provided contact details:
• phone: +381 (0) 62 500 222
• email: office@houseofetre.com
DELIVERY
Delivery of ordered products from the order form is carried out after your payment is recorded and is handled by a courier service. Delivery is available only within the territory of Serbia. Delivery costs are charged separately and depend on the package’s weight, not the delivery location. The delivery cost is displayed on the last page of the ordering process. You pay for delivery together with the products, so upon receiving the shipment, you only need to sign the address label. Only in the case of cash on delivery, you pay for the order to the courier upon receiving the shipment. The approximate time for the delivery of your shipment is a maximum of 15 days. As delivery can be faster in practice, and to avoid waiting for the courier and shipment every day, we will send you an email notification when your shipment is handed over to the courier service. This means that the courier will be at your address with the shipment the next day.
PROTECTION OF USER CONFIDENTIAL DATA AND TRANSACTIONS
All details regarding the protection of your confidential data and transactions can be found on the following page: https://houseofetre.com/privacy-policy
REFUNDS
In case of a return of goods and a refund to the customer who previously paid with any payment card, partially or fully, regardless of the reason for the return, HOUSE OF ETRE DOO is obligated to execute the refund exclusively through VISA, EC/MC, Maestro, Amex, and Dina payment methods, which means the bank will refund the cardholder’s account at the seller’s request.
VAT STATEMENT
VAT is included in the price, and there are no hidden costs.
COMPLIANCE AND COMPLAINTS
This section of the Terms of Business forms an integral part of the Terms of Business (link to the first part) and relates to situations where the goods delivered to the Buyer are not in proper condition, i.e., when the goods have certain defects. If the goods are in proper condition but you wish to exchange them for another product, see PRODUCT EXCHANGE (link). If the goods are in proper condition but, as a Consumer, you wish to return them and withdraw from the purchase, see RIGHT OF WITHDRAWAL (link).
COMPLAINTS ABOUT DAMAGES
CAUSED DURING TRANSPORT
Upon delivery, the Buyer is obligated to carefully inspect the packaging. If the packaging is damaged, the Buyer should notify the courier about the damage to the packaging. If there are visible traces of damage on the packaging itself, the Buyer should ask the courier to wait while checking whether the contents of the shipment are damaged. If the contents of the shipment are damaged, the Consumer should request that the contents of the shipment be returned to the company House Of Etre.
The deadline for reporting damage during transport is 24 hours. If you notice damage, please immediately send photos of the product and packaging to office@houseofetre.com, along with information about the delivery time and the invoice/dispatch note number under which you purchased the product.
COMPLAINTS REGARDING NON-CONFORMITY OF PRODUCTS
If the purchase is made by the Buyer as a Consumer (as defined in section 1 of the Terms of Business), the provisions of the Consumer Protection Act (Articles 50 to 53) and the provisions of the SPECIAL RIGHTS OF CONSUMERS section apply.
If the purchase is made by the Buyer as a legal entity, the provisions of the Law on Obligations relating to the seller’s liability for material defects in the goods apply to compliance. Under the provisions of the mentioned law, the Buyer (legal entity) is required to inspect the purchased goods and immediately notify House Of Etre of any visible defects, enclosing the receipt for the purchased goods. Otherwise, the Buyer loses the right to protection against physical defects that can be observed by a regular inspection. If the item has a defect that could not be discovered by a regular inspection when taking over the item (hidden defect), the Buyer is obligated to notify House Of Etre immediately after discovering the hidden defect, enclosing the receipt for the purchased goods and sending a written notice. If the Buyer fails to notify House Of Etre promptly about the hidden defect, they lose the right to legal protection. House Of Etre is not liable for defects that appear after six (6) months from the delivery date or that occur after the product’s expiration date if it is shorter than six months.
In any case, the costs of inspecting the compliance of products, declared characteristics, health safety, or compliance with standards, conducted in testing laboratories or by third parties at the Buyer’s request (regardless of whether it is a legal entity or Consumer), shall be borne by the Buyer unless the inspection reveals that the defect resulted from a material or manufacturing error.
SPECIAL CONSUMER RIGHTS AND COMPLAINT PROCEDURE
What does compliance mean?
It is presumed that the delivered goods are compliant with the contract:
if they match the description we provided;
if they have the properties needed for a specific use known to us;
if they have the properties needed for regular use of goods of the same kind;
if they meet the usual quality and functionality standards of goods of the same kind and what the Consumer can reasonably expect based on the nature of the goods and public promises about the goods’ specific properties.
If you believe any of these conditions are not met, you can file a complaint.
However, please note that complaints will not be successful if the product is used improperly, contrary to the instructions for use or its intended purpose.
How long does the Consumer have to file a complaint?
House Of Etre is liable for product non-conformity to the Consumer for two years from the delivery date. However, if the goods have an expiration date, House Of Etre is liable for non-conformity no later than the expiration date of the product.
Complaint filing procedure
If you believe the product is non-compliant and wish to file a complaint, you need to send a complaint request by mail to the address VITEZOVA KARAĐORĐEVE ZVEZDE 107A, 11050, BELGRADE (ZVEZDARA), or via email to office@houseofetre.com, marked as: Complaint.
When submitting a complaint request, the Consumer is required to:
Provide the product being complained about
Provide proof of purchase – a Contract or contract documentation, invoice-dispatch note, or other proof confirming the purchase of the goods.
If you file a complaint via email, you must send the item you are complaining about no later than the next business day. We will not be able to determine the validity of your complaint before receiving the complained item.
Complaints should include a detailed description of the defect and all relevant documentation mentioned above to facilitate efficient resolution. Upon receiving your complaint, we will process it within eight (8) days and notify you of the outcome. For any additional questions, contact us at office@houseofetre.com or via our contact number.
Upon accepting the complaint, we will:
- Repair the product if possible, or
- Replace the product with a new one, or
- Offer a refund equivalent to the value of the product.
If the issue can be resolved by repairing or replacing the product, the Consumer cannot request a refund unless the repair or replacement fails to address the problem effectively.
PRODUCT EXCHANGE
If you wish to exchange a product for another, you may do so within 14 days of receiving the item, provided it is unused and in its original packaging. Please contact our customer service to arrange the exchange process.
RIGHT OF WITHDRAWAL
As a Consumer, you have the right to withdraw from the purchase within 14 days of receiving the goods without providing any reason. To exercise this right, you must notify us by email at office@houseofetre.com or by sending a letter to VITEZOVA KARAĐORĐEVE ZVEZDE 107A, 11050, BELGRADE (ZVEZDARA).
Returned goods must be unused, in their original packaging, and accompanied by the receipt or other proof of purchase. Upon receiving the returned goods, we will process the refund within 14 days using the same payment method used for the initial transaction, unless otherwise agreed.
Please note that the Consumer bears the cost of returning the goods.
FINAL PROVISIONS
These terms and conditions are governed by the laws of the Republic of Serbia. Any disputes arising from these terms will be resolved by the competent courts in Belgrade.
By making a purchase, you confirm that you have read, understood, and agreed to these terms and conditions.
