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Full business name of the company: Mustrica DOO
Headquarters: Kotor, street: Dobrota no. 17
Responsible person: Natalija Maksić
PIB: 03643638
Identity number: 03643638
Activity code: 4778
Current account: 510-180802-58
Contact phone: 069-135-474
Contact email address: mustricakotor@gmail.com
During your visit to the site, we may collect your personal data that is necessary to set up your account, for the purpose of billing or delivery of your goods. We use your personal data exclusively and only to enable us to provide you with the products and services you want in order to satisfy your requirements or to adapt our offer to you, i.e. to personalize it, improve the operation of the website, ensure the verification of administrative tasks, establish contact with you, improve our advertising and promotional results and improve our offer of products or services on the market, as well as for the purpose of cooperation with institutions responsible for law enforcement.
We do not sell or rent your personal data to third parties, for their marketing needs, without first giving you the opportunity to turn off that option. However, we may disclose your information to our business units and partners, which are part of this Privacy Policy. We will never misuse your personal data under any circumstances. In the following sections, we will explain to you the ways and reasons for the possible provision of your information, for the purposes of the normal operation of the website.
The company Mustrica DOO, as a seller of products and services on the website, makes maximum efforts to protect your privacy when you are "online" as a user. Your personal information is stored securely and confidentially, and processed lawfully in accordance with this privacy policy. We take appropriate technical and organizational measures to protect against authorized and illegal access and processing of your personal data, including encryption of your information. We will retain your information for as long as necessary to process your account, your payment, issue a refund, respond to a complaint, or provide you with promotional information you have signed up for.
The sale of goods through our online store mustricakotor.com is carried out within the registered activities of the business company Mustrica DOO, street: Dobrota 17, registration number 03643638.
The goods (services) that are sold through the website have the properties required for the regular use of that type of goods in accordance with its purpose, which is defined in ................................. The conformity of the goods with the contract is determined EXCLUSIVELY according to the properties and purpose of the goods as defined ........................
The selling price of the goods is indicated with each item, and the possibility of buying goods with special price benefits or with special sales incentives (promotional sales) is carried out in accordance with the conditions published on ...................;
We strive to be as precise as possible in the product description, the display of images and the prices themselves, but we cannot guarantee that all information is complete and error-free. Images do not have to be 100% identical to the products. All items displayed on the site are part of our offer and do not imply that they are available at all times.
After ordering, you will be informed about the status of your order via the email you provided during the ordering process. The order is accepted by the company Mustrica DOO only after we send you a confirmation of acceptance by email.
For deliveries in Montenegro
The order delivery period is 3 working days. Orders placed on Fridays and weekends will be delivered by Wednesday.
For deliveries abroad
The delivery period is defined by the terms of the DHL service
In the event of a delivery delay, the customer has the right to cancel the purchase, in which case all money will be refunded.
We send the ordered goods to you by PostExpress courier service, the delivery price is €15 for all customers in Montenegro. Delivery costs are added to the price of the product and are shown with the price of the product and during the ordering process on the website.
For orders outside Montenegro, the price is defined by the price list of the DHL service link.
In case of exchange of goods, the cost of returning the goods shall be borne by the customer.
We can divide your order during delivery into several parts depending on the availability and availability of the goods in stock (it may happen that it is in another store or warehouse in another city). This will not cause any additional costs to the customer.
The shipment arrives at the address between 08:00 and 16:00. During that period, there must be a person at the address who can take over the shipment. The courier tries to deliver each shipment twice. If the courier does not find you at the address, he will call you on the phone number you left when creating the order and arrange a new delivery date. If you are not found at the address the second time, the shipment is returned to our premises.
When picking up the shipment, it is necessary to visually inspect the package to make sure there are no accidentally visible damages. If you notice that the transport box is significantly damaged and you suspect that the product may be damaged, you have the right to refuse the shipment and notify us immediately by calling +382 69 135 474 (possible also whatsapp) or via email musricakotor@gmail.com. If the shipment looks undamaged, feel free to pick up the shipment and sign the courier's address book.
Payment for products on our online store can be made in one of the following ways: with payment cards - VISA, Maestro or MasterCard that support payment via the Internet. Payment by card is realized in cooperation with AllSecure doo and CKB and is done in a safe and certified way through the AllSecure Paymet Gateway, by simply entering data from the payment card.
After entering the card details and confirming the payment, the bank authorizes the transaction and thus the order is approved and enters the further process of preparation for delivery. The amount will be reserved on your card and will not be available for other purposes.
The transaction will be completed and the amount deducted from your account only when the products are prepared for transport and handed over to the courier service. In the event that the payment is not completed, that is, the amount is not removed from the account within 14 days of accepting your order, the order will be canceled and deleted. After the expiration of the 14-day period, the money reserved in your account is released and will be available to you again. After that, you can repeat the same or a new order, and make a payment related to them.
Check with the bank that issued the card whether your card supports payment via the Internet.
When entering payment card data, confidential information is transmitted via a public network in a protected (encrypted) form using the SSL protocol, applying the most modern methods of tokenization of sensitive data, and in accordance with PCI-DSS standards. Payment card information is never available to the merchant.
3D Secure protection for all merchants and customers - AllSecure Payment Gateway uses the highest global standards of data protection and privacy. All merchants who use the AllSecure Payment Gateway are automatically included in 3D-Secure protection, which guarantees the security of purchases to customers. Customers' payment card numbers are not stored on the merchant's system, and the registration itself is protected by SSL data encryption.
PCI DSS Standards - AllSecure Payment Gateway constantly complies with all requirements of card organizations in order to increase the security level of merchants and customers. From 2005 to today, without interruption, the system has been certified as PCI-DSS Level 1, which represents the highest standard in the industry. PCI Data Security Standard (PCI-DSS) is a norm that defines the necessary security measures when processing, storing and transmitting sensitive card data. PCI Standards protect sensitive data about the cardholder during the entire payment process: from the moment of data entry at the merchant's point of sale, during communications between the merchant and relevant banks and card organizations, as well as the subsequent storage of such data.
In the case of a refund to a customer who previously paid with one of the payment cards, partially or in full, and regardless of the reason for the refund, this refund is made exclusively via the same VISA, Maestro or MasterCard card that was used for payment. This means that our bank will refund the funds to the cardholder's account at our request.
Please note that all payments will be effected in Euro (EUR). If the payment is done using foreign issuers payment cards, total amount of transaction will be converted into bank settlement currency, according to the current exchange rate of Visa/Mastercard.
Products sold through our online store are accompanied by all legally necessary documentation, including manufacturer's warranty cards. If there is a need to advertise a specific article on quality, we will fulfill all legally defined obligations for the seller, in the same way as if you bought the goods in a traditional store.
Goods covered by the manufacturer's warranty are sold with the manufacturer's warranty extended to the Buyer. The complaint procedure is initiated at the customer's request, by filling out the Request for complaint on product quality.
If you want to start the complaint process, you need to contact us by email mustricakotor@gmail.com or phone +382 69 135 474 in order to send you this Request or download it from our website (link) and send it to us by email mustricakotor@gmail.com
The company Mustrica DOO does not assume any responsibility for customer errors, wrongly purchased products or any other errors related to your actions when purchasing on the website. If you have irregularities in the operation when purchasing a product on the website or you have not received the purchased product, please contact customer service (contact details) and we will do our best to eliminate the irregularities so that you receive the purchased product.
If any product you have purchased is defective or does not function properly for any reason, please contact our customer service (contact details) and view the warranty card to familiarize yourself with the warranty details and the complaint procedure.
In case of withdrawal from the contract, the consumer has the right to a refund or exchange for another product. The amount is returned to the customer upon receipt of the product, and after it is determined that the product is returned undamaged and correct.
The law for the case of distance sales establishes the right of the buyer, who is considered a consumer (a natural person who buys the product to satisfy his individual needs, and not to perform professional activities), to withdraw from the contract within 14 days from the day the product was handed over to him. When canceling, the customer may or may not state the reasons for canceling. The form/Declaration of withdrawal from the contract produces legal effect from the day it is sent to the trader. In case of withdrawal from the contract, the consumer has the right to a refund or exchange for another product. The price is returned to the customer upon receipt of the product, and after it is determined that the product is undamaged and correct. The buyer is obliged to return the product without delay, and no later than within 14 days from the day he sent the cancellation form. After the expiration of 14 days from the day he sent the cancellation, the product can no longer be returned. When returning goods, it is mandatory to return them in a correct and unused condition and in the original, undamaged packaging, and the original fiscal receipt must be attached. Upon receipt of the product, it will be determined whether the product is correct and undamaged. The customer is responsible for malfunctioning or damage to the product that is the result of inadequate handling of the product, i.e. the buyer is solely responsible for the reduced value of the product that occurs as a result of handling the goods in a way that is not adequate, that is, exceeds what is necessary to establish its nature, characteristics and functionality. If it is determined that the product is defective or damaged due to the buyer's fault, the price refund will be refused and the product will be returned to him at his expense. The merchant is obliged to return to the consumer without delay the amount paid by the consumer based on the contract, and no later than within 14 days from the day of receipt of the declaration of withdrawal, and after receipt of the product.
The costs of returning goods and money are borne by the buyer, except in cases where the buyer receives a defective or wrong item.
You can order all the items that we have displayed on our online store http://www.mustricakotor.com, in a very quick and simple way. All you need to do is find the item you want, and leave your details, and we will do our best to get all the goods you ordered to you within 2-4 working days (Montenegro) for other countries according to the terms of the DHL service.
After accessing our site, proceed to search for items. In order to speed up and facilitate your search, you can use filters. With the help of filtering, you can specify the group of products you want
Once you've decided on an item, select it and then add it to your cart. When you do that, a new window will appear in the upper part of the screen that offers you the possibility to see the items in the basket, as well as the possibility to go directly to the checkout.
If you have completed the product selection process, click on the "CHECKOUT" option to open a new field where you need to enter information about yourself and your address. After entering the address, click on the "NEXT" option to proceed to the next step.
The next thing you need to do is to check the order, that is, to determine if you ordered all the things you wanted or if you may have left out an item. The screen will show you the data of all the items that you have previously "put in the basket". If all the data is correct, you go to confirm the order.
Payment is made exclusively by card
If you choose to pay by card, a field will appear in which you must enter the following data: card number, name of the card owner, card expiration date and cvv card number (or card verification number) - this is the number that usually appears on the back of the card, after the card number (the complete card number with 16 digits or only the last 4 digits can be displayed) there is a special code that usually consists of 3 digits (some cards also have 4 digits), and that three-digit number is your cvv card number. You may be asked to enter the type (brand) of the card.
In the next step, you will receive a purchase confirmation that you can print or simply record transaction data - information on the status of the transaction (whether the transaction was successful or not), order ID number - the ID number of each order is unique, the amount you paid and the currency in which the transaction was made, the last 4 digits of the card with which you made the payment and the type or brand of the card, the bank's authorization code - a number unique to each successful card transaction, and the date and time of the transaction performed.
This step completes the online purchase process. After that, you will be informed about the status of your order via email. The order is accepted by the merchant only after we send you a confirmation of acceptance by email. The goods you ordered will arrive to you within the time specified on the confirmation.
If you have any problems during the ordering process - contact us at mustricakotor@gmail.com