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Company name:
Koloid d.o.o.
Prva pruga 7, Beograd, Zemun
Registration No.: 20509791
VAT No.: 106004690
Web: www.koloid.rs
Contact email: [email protected]
When searching for a product, in order for you to make an informed purchase, we have endeavoured to provide as detailed a description of our products as possible. Product descriptions and the related FAQs may be found next to the photo of each product displayed in the webstore. If you need any additional information, do not hesitate to contact us by e-mail at [email protected], and we will answer your query as soon as possible.
The special offers apply to the Koloid webstore. For additional information on special offers, please contact us using our contact form.
E-mail: [email protected]
Note: The primary means of communication with Koloid is e-mail. We respond to e-mails as soon as possible, but no later than 24 hours following receipt of a query. Orders via the webstore only, no telephone orders accepted.
Orders are accepted only through our webstore on the koloid.rs website. This means you can order at any time, and you will instantly receive an automatically generated e-mail, including your order details.
Delivery throughout the Republic of Serbia costs RSD 400, while for orders over RSD 4000 delivery is free.
Delivery time is 3-5 workdays.
During holidays (New Year’s, Christmas, Easter, International Labour Day (1st May) etc.), parcels will be collected by the courier on the first business day after the holiday.
In addition to the order confirmation, we e-mail detailed estimated delivery details to each customer, i.e. the shipment number and a link for the customer to track the order, change the place of delivery or date of delivery (option of choosing a new delivery date up to 6 days from the originally scheduled delivery date) or collect from parcel pickup lockers.
Our courier partners in Serbia are GLS and Post express (for Kosovo, requiring credit card payment for the order).
All payments will be made in the Serbian currency – the dinar (RSD). The amount charged to your credit card will appear in EUR converted into RSD at the current exchange rate of the National Bank of Serbia for that day. When charging your credit card, the same amount is converted into your local currency, at the exchange rate fixed by the credit card associations. As a result, there may be a difference between the amount collected and the amount stated on our website
On behalf of Koloid (Koloid d.o.o.) we undertake to protect the privacy of all our users.
We only collect necessary, general user information, to ensure punctual delivery of the selected products and to keep users properly informed, in line with good business practices and with the aim of providing a quality service.
All user information is treated as a trade secret and accessible only by employees on a need-to-know basis for doing their job. All Koloid (Koloid d.o.o.) employees, as well as its business partners and associates are accountable for adhering to privacy protection principles.
On entering payment card information, confidential information is transferred via a public network in protected (encrypted) form, using SSL protocol and PKI system, as the current state-of-the-art encryption technology. Data security during a transaction is guaranteed by Banca Intesa AD Beograd as the payment card processor. Our system has no access to payment card information.
E-mail for complaints: [email protected]
Note: Owing to our operational organisation, we use e-mail as the primary means of communication. If we see a missed call, we will call back as soon as possible. As regards customer care standards, Koloid applies strict criteria – your suggestions are always welcome and any and all complaints will be addressed.
Before using your product, please examine it closely. In case of any factory damage to a product (e.g. damaged box or bottle), we will accept your complaint. If a product has been damaged otherwise, due to user neglect, we cannot accept your complaint.
You do not need to keep your receipt/invoice in order to make a complaint as Koloid keeps records of its customers to provide the highest standard of service.
If you are not satisfied with your product, apart from defect or damage, please contact us for support by e-mail. However, if you wish to return the product, you can exchange it for other products, of a lower or higher value, with a surcharge or refund, depending on the option you choose. If you return a product without exchanging it for another, you will get your money back in the same way you paid for it (in cash or into the account linked to your payment or credit card. The product you exchange or return MUST NOT BE DAMAGED OR USED (or washed) and MUST BE RETURNED IN ITS ORIGINAL PACKAGING. For product exchanges, the customer bears the delivery costs (shipping in both directions: for a returned product and the new one taken in exchange) or the costs of returning the product.
Rest assured we will accept all legitimate complaints and depending on your requests replace the product(s) or give you your money back.
Note: complaints must be received within 7 days of receipt of the shipment.
In the case of returns of goods and refunds, regardless of the reason for the return, Koloid (Koloid d.o.o.) is required to refund the customer who has paid with any of the payment cards, in part or in full, only through VISA, EC/MC and Maestro payment systems, which means that the bank will, at the seller’s request, refund the money to the card holder’s account.
All prices on the website include VAT. If a customer places an order, but meanwhile the price of the product changes, Koloid will accept the price effective at the time of receipt of the order.
Thank you for your understanding and patience while waiting for your Koloid products.
