Company Information:
Mikrokosmos d.o.o. for trade, Jobova 3, 21000 Split, Croatia, is registered in the Commercial Court of Split under registration number – MBS 060484887.
Share capital: €2,500, fully paid in cash.
Responsible person: Martina Čagalj
Company registration number: 5990262
OIB: 69136673195
IBAN: HR3323400091111293230 at Privredna banka Zagreb d.d., Radnička cesta 50, 10000 Zagreb, Croatia

Customer service: +385955702700

TERMS OF SALE THROUGH THE ONLINE STORE

1.GENERAL PROVISIONS
The holder of all rights on the website mikrokosmos.hr is Mikrokosmos d.o.o. Mikrokosmos d.o.o. provides the service of selling products through its web platform – the online store mikrokosmos.hr. By using the services of the mikrokosmos.hr online store and all associated pages and services within the mikrokosmos.hr domain, users are considered to be familiar with these Terms of Sale (hereinafter referred to as: Terms), and to fully understand and accept them. These Terms regulate the rights and obligations arising from the purchase of products or services through the mikrokosmos.hr online store, as well as the rights and obligations arising from the conclusion of a Distance Sales Agreement (hereinafter referred to as: Agreement) between the consumer as the end buyer and Mikrokosmos d.o.o., and are considered an integral part of such agreements. This Agreement is concluded in the Croatian language.
The provider of online sales services through the mikrokosmos.hr online store is Mikrokosmos d.o.o. for trade, Jobova 3, 21000 Split, Croatia, OIB: 69136673195.
We encourage users to carefully review these Terms before making a purchase and to check them regularly to stay informed about their rights and obligations.
Mikrokosmos d.o.o. reserves the right to amend these Terms at any time without prior notice and is not responsible for any consequences that may arise from such changes. The changes take effect from the moment of publication on this website.
Mikrokosmos d.o.o. also reserves the right to discontinue services, change content, as well as other services and subpages that are part of the mikrokosmos.hr online store at any time without prior notice and is not responsible for any possible consequences of such changes. All changes become effective upon publication on these pages.
Mikrokosmos d.o.o. reserves the right to modify, limit, or terminate the provision of services of the mikrokosmos.hr online store at any time without prior notice, including partial or complete restriction of access to certain services for users who violate the provisions of these Terms or the Terms of Use.
The use of the mikrokosmos.hr online store is allowed only to adults. The use of the mikrokosmos.hr online store by children or minors is not permitted, and parents and/or guardians are responsible for supervision; otherwise, they assume all obligations and responsibilities arising from such use, and Mikrokosmos d.o.o. is not liable for any consequences.
Products purchased through the mikrokosmos.hr online store are used at the user’s own risk and cannot be considered a substitute for medical or nutritional therapies.
Mikrokosmos d.o.o. disclaims any liability for the accuracy and/or completeness of all information and content on the mikrokosmos.hr website. Mikrokosmos d.o.o. reserves the right to errors in product descriptions and images.
Mikrokosmos d.o.o. does not guarantee that the product photos fully correspond to the actual appearance of the products. We do not assume responsibility for any unintentional errors in the product descriptions. Differences between the actual product and its photo, as well as between product descriptions, may occur if the manufacturer changes some of the product characteristics or contents. All descriptions are regularly checked and updated.

2. TERMS OF SALE

2.1. Conclusion and Termination of the Sales Agreement

These Terms, together with the specific terms of sale listed alongside individual products, represent an offer from Mikrokosmos d.o.o. for entering into a Sales Agreement. The user, as the buyer, accepts this offer by registering, completing an order, or in another manner specified in these Terms, thus concluding an Agreement between the user and Mikrokosmos d.o.o. under the conditions stated in these Terms.
The subject and purpose of the Agreement are the purchase of the selected product or service through the mikrokosmos.hr online store, with the appropriate payment. The Agreement is concluded via means of remote communication through the internet.
The Agreement becomes effective and binding when the user accepts the offer from Mikrokosmos d.o.o. in one of the following ways:
By selecting a payment option and completing the order as a registered user of the mikrokosmos.hr online store.
By selecting a payment option and completing the order without registration through the mikrokosmos.hr online store.
During registration or account creation, the user is required to choose a username, a secure password, and provide a valid email address. All information must be truthful, and the use of another person’s data is strictly prohibited.
Registration and user accounts are assigned to one person only, and the account information must not be shared with third parties. The user is responsible for the security of their password and account information. The use of someone else’s account is not permitted.
Mikrokosmos d.o.o. reserves the right to terminate a registration or user account in the event of a violation of these Terms, without obligation to compensate the user for costs or damages.
By registering (which includes service payment), it is considered that an Agreement between Mikrokosmos d.o.o. and the user has been concluded.
The user has the right to unilaterally terminate the Agreement within 14 (fourteen) days without providing any reason, except in cases where the service has been fully performed, where the subject of the Agreement is sealed goods that are not suitable for return for health or hygiene reasons once opened, or when the goods are inseparably mixed with other items after delivery.
The user can exercise the right to unilaterally terminate the Agreement by notifying Mikrokosmos d.o.o. by mail (to Mikrokosmos d.o.o., Jobova 3, 21000 Split, Croatia) or by email at info@mikrokosmos.hr, sending a notice of their decision to unilaterally terminate the Agreement, specifying their name, surname, address, and contact information.
An example of the Termination Form:
I, ________________ (customer’s name and surname, and email address) from _______________________ (consumer’s address: city, street, number), hereby declare that I unilaterally terminate the Agreement for the purchase of the following goods/services: _____________________________ (insert product name) under invoice or order number _____________________ (insert document number) received on _______________ (insert date).
In __________________ (city/place), on _________________ (date).
_________________________ Customer’s signature (if the form is being sent by post).
The deadline for unilateral termination is 14 (fourteen) days from the day the user or a third party, who is not the carrier, received the goods, or from the conclusion of the Agreement in the case of services. In the event of termination, the user will be refunded, including delivery costs, within 14 (fourteen) days of receiving the termination notice. The refund will be made in the same manner as the user made the payment unless otherwise agreed.
The user is obliged to return the goods to the address of Mikrokosmos d.o.o., Jobova 3, 21000 Split, Croatia, without delay, and no later than 14 days from the day of the unilateral termination. The user bears the cost of returning the goods. Before terminating the Agreement, it is recommended to contact info@mikrokosmos.hr to be guided through the return process.
The user is responsible for any diminished value of the goods resulting from handling, except when necessary to establish the nature, characteristics, and functionality of the goods.

2.2. Terms and Purchase Procedure
The main features of the product, usage instructions, prices, special offers, and benefits, as well as payment and delivery methods, apply as per the state at the time of order confirmation. All such information will be clearly displayed with each product.
The price of the product, including VAT and delivery costs, is shown in the shopping cart before the order is completed. Delivery costs may also be displayed in other sections of the website. A purchase confirmation based on the electronic order will be sent to the customer’s email address entered during registration, order, or in the shopping cart. All prices are expressed in euros (EUR) and include VAT.
If the buyer does not receive an order confirmation, it is possible that an incorrect email address was entered. In that case, we ask the buyer to contact us at info@mikrokosmos.hr so that our customer service can check the status of the order. If you are unsure how to make a purchase, please contact us at info@mikrokosmos.hr, and we will be happy to assist you.

2.3. Delivery and Delivery Terms
Delivery costs are automatically calculated during product purchase, and the invoice will include the price of the purchased products and delivery costs.
The delivery cost will be displayed in the shopping cart together with the product price.
Delivery within the Republic of Croatia has a fixed cost of €4,00 for DPD and €4,60 for GLS, regardless of weight, volume, or the customer’s address.

The delivery period for products available in stock within the Republic of Croatia is 7 – 14 days from the order confirmation date, except for products with a special notice.
In the event of a change in the delivery period or any other important information related to the order, our customer service will immediately notify the buyer.

2.4. Complaints and Grievances
Ordered products are packed to protect them from damage during transportation and delivery. The buyer is required to inspect the package upon receipt. If the package has visible damage or defects, we recommend that the buyer refuse to accept the package, as the product inside may be damaged. In case of refusal, the delivery service will return the package to Mikrokosmos d.o.o. with a note of the defect.
Complaints regarding product defects or other grievances can be submitted in writing via email or regular mail:

To the email address: info@mikrokosmos.hr
To the address: Mikrokosmos d.o.o., Jobova 3, 21000 Split
In the case of a justified complaint, the buyer will be offered either termination of the Agreement with a refund or a product replacement. If the delivered product is damaged or defective, the buyer should provide a photo of the defective product as physical evidence to support the claim. If the complaint is justified, Mikrokosmos d.o.o. will bear the costs of returning the product. In the case of a justified complaint, Mikrokosmos d.o.o. will cover all product replacement costs.
If there is a dispute regarding the validity of the complaint or the return procedure (the product must be unused, in its original quantity and packaging, accompanied by the original receipt and warranty, if available), the product will be subject to an expert review. If the review confirms the validity of the complaint, Mikrokosmos d.o.o. will cover the replacement costs, and in the case of an unjustified complaint, the buyer will bear the costs.
2.5. Warranty for Product Quality and Service
Products that are subject to statutory and manufacturer warranties come with a warranty card. The right to claim the warranty is based on the presentation of the receipt and warranty card, which the buyer is required to keep. The date of receipt issuance is considered the start of the warranty period. Information on the warranty period for a specific product is available in the product description.
If a warranty is issued by the manufacturer guaranteeing the product’s quality for a certain period, the buyer has the right to request product repair within a reasonable time or a replacement with a proper product in case of malfunction. In case of malfunction within the warranty period, the product should be delivered to an authorized service center as listed in the warranty card.
The right to claim the warranty can only be exercised with the presentation of the receipt. Defects arising from improper use or failure to follow instructions are not covered by the warranty. Repairs and the sale of replacement parts for purchased products are provided through authorized service centers listed in the warranty card.
The warranty does not exclude the seller’s responsibility for material defects of the product.
The deadline for submitting a complaint due to material defects of the product is 2 years.

2.6. Payment Methods and Procedures
Payment for products and delivery costs can be made in one of the following ways:
Payment by Proforma Invoice (only for legal entities): Legal entities have the option to pay by proforma invoice. After the order is confirmed, Mikrokosmos d.o.o. sends the proforma invoice to the customer’s email address. The delivery process begins after the payment is registered in accordance with the proforma invoice.
Cash on Delivery (COD): When receiving the package, the customer pays the full invoice amount, including the delivery cost, to the delivery person. If the recipient is unavailable at the time of delivery due to absence, the delivery service will leave a notice of the package’s arrival. In the event of unilateral termination of the Agreement, the refund will be made via bank transfer. We will require your bank account details for the refund. We reserve the right to issue a voucher for the amount of the returned goods if bank account details are not provided after repeated reminders.
Direct Online Payment: Payment can be made directly online using the CorvusPay service for credit card payments: Visa, MasterCard, Maestro and Diners.

3. DATA PROTECTION DURING PURCHASE

Mikrokosmos d.o.o. is committed to respecting the privacy and anonymity of users and will use and process personal data exclusively in accordance with the purposes defined in these Terms. Mikrokosmos d.o.o. may collect personal data such as name, address, personal identification number (OIB), phone number, or email address of the user only if the user voluntarily provides it.
Mikrokosmos d.o.o. reserves the right to contact customers via email to inform them about promotions and discounts related to their orders in the mikrokosmos.hr online store. Customers can unsubscribe from the mailing list at any time by clicking the “Unsubscribe” link in the email or by sending a request to info@mikrokosmos.hr.
The mentioned data will be used exclusively to fulfill contractual obligations, better understand the needs, habits, and requirements of users, and further develop and improve our services. Mikrokosmos d.o.o. collects, processes, and publishes website usage data in a way that does not reveal the user’s identity or allow for their identification.
Mikrokosmos d.o.o. also collects and records information about the user’s IP address (Internet Protocol Address) and computer location for system administration, resolving technical problems, verifying content downloads, and improving technical aspects of the service. Automated data collection about user habits, including data on the visitation of certain pages or content, is used exclusively to improve the service and tailor promotional activities to the users’ needs.

4. COMMUNICATION WITH USERS
By registering, you consent to Mikrokosmos d.o.o. notifying you via email about promotions, discounts, special offers, new products, changes to the website content, or changes in service delivery. The user may withdraw this consent at any time.

4.1. Alternative Dispute Resolution (ADR)
Citizens of the European Union can resolve disputes related to online purchases with just a few clicks through a special platform. This platform was designed by the European Commission to simplify dispute resolution. The platform is intended for alternative (out-of-court) resolution of domestic and cross-border disputes arising from sales or service contracts between traders based in the Republic of Croatia and consumers residing in the European Union (EU). These disputes are resolved by bodies authorized to conduct mediation or make a decision on the dispute, either binding or non-binding.
When consumers and traders submit a complaint, the dispute resolution bodies act as mediators to find a solution acceptable to both parties.
Once the appropriate body is agreed upon, the platform automatically forwards the case to that body, which is obligated to resolve the dispute within 90 days, entirely online.
The online platform for alternative dispute resolution, available to all citizens of the European Union, can be found here.

4.2. Notice on Submitting Consumer Complaints
In accordance with Article 10 of the Consumer Protection Act (N.N. 41/14, 110/15), we inform consumers that they may submit a complaint regarding a purchased product or provided service in written form to the address of Mikrokosmos d.o.o., Jobova 3, 21000 Split, Croatia, whereby we will immediately provide written confirmation of receipt of the complaint. The complaint may also be sent to the email address: info@mikrokosmos.hr.
The trader is obligated to respond to complaints in writing within 15 days of receiving the complaint.
If the dispute cannot be resolved through written complaints, you have the right to resolve the dispute through the Alternative Dispute Resolution body. More information can be found on the European Online Dispute Resolution platform website, or you may contact the European Consumer Centre – the National Contact Point for Croatia, at Ulica grada Vukovara 78, Zagreb, tel: +385 1 610 97 44, fax: +385 1 610 91 50, email: ecc-croatia@mingo.hr.

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