Terms and Conditions of Velana Living Online Store
These general terms define the legal relationship between the seller, KOMPAS SHOP d.d., Šmartinska 52, 1000 Ljubljana, VAT ID: SI26884836, Registration No.: 5004560000, and the buyer, who can be either an individual or a legal entity, and outline the use of the Velana Living Online Store (from now on referred to as STVL), accessible at http://www.velanaliving.si To use STVL, the user must agree to the general terms and conditions.
In the event of changes to the Terms and Conditions of the Velana Living Online Store, the seller must notify all customers on time.
1. Privacy Policy
The customer agrees that KOMPAS SHOP d.d. collects, uses, and processes personal data within the customer's user account. KOMPAS SHOP d.d. commits to handling the customer's personal data according to the applicable Personal Data Protection Act (from now on: ZVOP-2) and will use and process it solely for the purpose of operating the online store.
Detailed information on data protection is specified under the Privacy Policy.
2. Ordering
In STVL, the buyer has access to products from the STVL product catalog, which are categorized into product groups. To facilitate the search for products, a search engine is available to the buyer. By confirming in three steps, the buyer places an order. In the "My Purchases" section, the buyer can review and cancel the placed order, but only as long as the order status is "not processed". The buyer's withdrawal from the order without a specific reason is handled following the applicable Consumer Protection Act (ZVpot-1) for individuals or the applicable Code of Obligations (OZ) for legal entities.
3. Product Prices and Payment
All product prices are in euros and include VAT. Prices do not include shipping costs. The buyer pays for the goods at the prices valid on the day the order was placed. The published prices are valid for online store purchases and may differ from prices in Velana Living stores.
4. Delivery
4.1. Within the Republic of Slovenia
STVL delivers through Pošta Slovenije d.d. (hereinafter: the courier), and the purchased goods are usually deliverable within five (5) working days unless otherwise indicated. If the buyer is not at home at the time of delivery, they can pick up the ordered items according to the courier's instructions. If the delivery period is unexpectedly extended, we will notify you by phone or email.
We aim to satisfy all customers in STVL, so we deliver purchased goods to their address anywhere in Slovenia.
Shipping costs vary by size and weight of the product. Shipping for products or orders up to 2kg is €2.90, up to 15kg is €7.99, and up to 31.5kg is €17.99. Personal delivery by Velana Living to the customer's address within Slovenia is €29.99.
When paying the purchase price upon delivery to the courier with a POS terminal, the customer is charged a fee that the courier charges on behalf of the bank providing the POS terminal payment service, except when paying in cash.
Cash on delivery is only possible for in-store pickup.
In-store pickup is available at the Velana Living store for all products. Items selected for in-store pickup are reserved for 7 days. If the buyer does not pick up the goods, the STVL operator returns them to regular sales in the store and STVL.
4.2. Within the Republic of Croatia
STVL delivers through Pošta Slovenije d.d. (from now on as the courier), and the purchased goods are usually deliverable within seven (7) working days unless otherwise indicated. If the buyer is not at home at the time of delivery, they can pick up the ordered items according to the courier's instructions. If the delivery period is unexpectedly extended, we will notify you by phone or email.
We aim to satisfy all customers in STVL, so we deliver purchased goods to their address anywhere in the Republic of Croatia.
Shipping costs are as follows:
Up to 2 kg – €11.90
Up to 15 kg – €19.90
Up to 35 kg – €32.90
Personal delivery by Velana Living to the customer's address within the Republic of Croatia is €189.90.
When paying the purchase price upon delivery to the courier with a POS terminal, the customer is charged a fee that the courier charges on behalf of the bank providing the POS terminal payment service, except when paying in cash.
Cash on delivery is only possible for in-store pickup.
In-store pickup is available at the Velana Living store for all products. Items selected for in-store pickup are reserved for 7 days. If the buyer does not pick up the goods, the STVL operator returns them to regular sales in the store and STVL.
5. Handling Goods
According to the Health Suitability of Foodstuffs and Products Act and substances that come into contact with foodstuffs, we adhere to the principles of good hygiene practices, based on the HACCP system in commercial activities, which define that the path of such products to the customer must be uninterrupted.
6. Handling Waste Electrical and Electronic Equipment
According to the Regulation on Electrical and Electronic Equipment (Official Gazette RS, No. 55/2015), we inform you that when purchasing new electrical and electronic equipment, you can return waste electrical and electronic equipment to us. The waste electrical and electronic equipment you return must be of the same purpose and classification in the class of electrical and electronic equipment (EEO) as the delivered EEO and the number of pieces of waste electrical and electronic equipment must equal the number of pieces of delivered EEO.
7. Warranty
If a product comes with a warranty for a specified period according to the ZVpot-1, we will include the warranty, filled out and stamped, with the product.
8. Complaints, Claims, and Contract Withdrawal
We will handle any complaint, claim, or contract withdrawal according to the provisions of the ZVPot-1, which can be sent to the email address narocila@velana.si.
You can also use the withdrawal form following Article 214 of the ZVPot-1, accessible via the link.
9. Responsibility for Non-Conformity of Goods
On January 26, 2023, ZVPot-1 was adopted, which newly regulates the rights when claiming defects in goods, where "material defects" are now referred to as "non-compliance of goods with the contract."
The seller must deliver goods to the consumer that meet the requirements of ZVPot-1 and is responsible for any non-compliance present at the time of delivery. The seller is liable for any non-compliance with the goods that exists at the time of delivery and that appears within two years from the date of delivery (in the first year the burden of proof is on the seller, in the second year it is on the consumer).
When the consumer notifies the seller of the non-compliance, the seller has a maximum of 30 days to restore the compliance of the goods free of charge and without significant inconvenience to the consumer. The seller also covers the necessary costs incurred to restore the compliance of the goods, especially shipping and transportation costs.
To restore the compliance of the goods, the consumer can choose, in the following order, among the claims: (1) to restore the compliance of the goods (replacement of the goods with new, faultless goods or correction of the defect with repair, if possible) or (2) to request a proportionate reduction of the purchase price or withdraw from the contract and request a refund.
When the consumer withdraws from the sales contract, the seller must refund the paid amount immediately, but no later than eight days after receiving the goods or proof that the consumer has sent the goods back.
If the non-compliance appears within less than 30 days from the receipt of the goods, the order of claims does not apply, and the consumer can immediately withdraw from the sales contract and request a refund.
The seller is not liable for non-compliance of the goods if the consumer was specifically informed that a particular characteristic of the goods deviates from the objective requirements for compliance and the consumer explicitly and separately accepted this deviation (damaged packaging).
The consumer (a natural person) can exercise their rights regarding non-compliance if they notify the seller of the non-compliance within two months from the day the non-compliance was discovered.
If the existence of the non-compliance is disputed, the seller must inform the consumer in writing within eight days of receiving the claim.
10. Withdrawal from the Contract and Returning Goods
The buyer can withdraw from the contract within 14 days from the receipt of the goods according to Article 134 of ZVPot-1, without having to provide a reason for their decision. The only cost to the buyer with the withdrawal from the contract is the cost of returning the goods. We do not accept shipments with cash on delivery. The buyer must return the goods to the seller immediately or no later than 14 days from sending the notice of withdrawal from the contract (purchase). The goods must be undamaged and in the same quantity, as the original packaging. The seller will refund the purchase price to the buyer no later than 14 days after receiving the notice of withdrawal or after receiving the returned product (the purchase price will be refunded using the same payment method, and you will not incur any costs as a result). The possibility of withdrawal from the contract or return of products does not apply in cases specified by the applicable ZVPot-1.
11. Order Execution Procedure and Contract Conclusion and Storage
The sales contract between the seller and the buyer is concluded in the Velana Living online store when the buyer receives a confirmation email with the order details. From this moment, all prices, data and other conditions are fixed and apply to both contracting parties. The sales contract (first electronic message on the order status) is stored electronically on the seller's server, where the buyer can request it by sending a message to the email: narocila@velana.si or by applying to the seller's headquarters. The buyer can also check their orders/contracts on their "My Profile" link, where orders are stored and always accessible to the buyer.
12. Purchase Procedure for Legal Entities
The purchase procedure for legal entities is the same as for individuals, except that when you want to issue an invoice to the company, you accept the General Terms of Business also in the part that applies to companies and accept that in this case, the option of withdrawal from the purchase without stating a reason within 14 days of receiving the goods and the warranty for material defects does not apply as it does for individual according to the ZVpot-1.
13. Assistance and Information
For assistance and additional information, the buyer can contact us via email at info@velana.si or by phone at +386 41 656 500.
14. Out-of-Court Dispute Resolution
KOMPAS SHOP d.d., according to the third paragraph of Article 32 of the Act on Out-of-Court Consumer Dispute Resolution (Official Gazette RS, No. 81/15), informs that it does not recognize any provider of out-of-court consumer dispute resolution as competent for resolving consumer disputes that a consumer could initiate following the Act on Out-of-Court Consumer Dispute Resolution. The European Commission's online dispute resolution platform can be found at the following link: http://ec.europa.eu/odr.
15. Registration
It is recommended to register a user account for using STVL. A user account of an individual registered user of STVL (from now on: buyer) allows:
- Faster ordering of products - purchasing,
- Reviewing past purchases - "My Purchases" section,
- Creating a list of favorite products - "Cart" section.
The buyer guarantees that the information in the user account is correct and accurate. The buyer is obliged to update or correct any changes to the information in the user account themselves, specifically in the "My Profile" section.
16. Final Provisions
These General Terms of STVL come into effect on December 1, 2023, with amendments as of July 1, 2023.