Dear users, please read the following terms carefully before using our services. Every visit to our site, as well as every purchase, implies that you have read these terms and agree to them in their entirety. If these terms are unacceptable to you, please do not use this online store.

Welcome to the website www.reformerconcept.rs. GEM STRATEGY DOO provides you with the services and content of this online store subject to the Terms of Use and Sale listed below. These Terms apply to all content and services of www.reformerconcept.rs. By using any part of the online store, users are considered to be familiar with these terms and accept the use of the content of this online store solely for personal use and at their own risk.

GEM STRATEGY DOO informs its valued consumers who purchase goods through the online storewww.reformerconcept.rs:

• that the sale of goods through the online store www.reformerconcept.rs is performed within the registered activity of GEM STRATEGY DOO, Kralja Petra Prvog 334/k, Mladenovac, Serbia, MB: 20083263, PIB: 104086837, phone: +381 60 07 07 507;
• that the goods sold through the online store www.reformerconcept.rs possess the properties necessary for the regular use of that type of goods in accordance with their purpose as defined in the Declaration;
• that the conformity of the goods to the contract is determined exclusively according to the properties and purpose of the goods as defined by the associated Declaration;
• that the selling price of the goods is indicated next to each item but may also differ from the actual price due to updates;
• that the possibility of purchasing goods with special price benefits and/or special sales incentives (promotional sales) is conducted in accordance with the conditions published on the online store;
• that the image of the product or packaging on the online store is the same as the actual product or packaging but may also differ due to changes made by the manufacturer;
• that the consumer purchasing goods through the website www.reformerconcept.rs can pay for the same via cash on delivery at the time of delivery, by payment card, or via bank transfer to the account;
• that by creating an order and pressing the SEND ORDER button, the consumer assumes the obligation to pay for the ordered goods;
• that in case of non-conformity of the goods to the contract, the consumer has the right to file a complaint in the manner defined by the Rulebook on the procedure for consumer complaints for goods purchased through the ONLINE store, which can be downloaded HERE. The Complaint Request form can be found in the Service section - Complaints;
• that the consumer has the right to withdraw from the contract (cancel the purchase) within 14 days from the date of delivery, without stating a reason. In case of withdrawal, the consumer bears the costs of returning the goods. Detailed instructions for withdrawal can be found in the Service section - Right of Withdrawal.

General Provisions

GEM STRATEGY DOO holds the copyright to all content (textual, visual, and audio materials, databases, programming code). Unauthorized use of any part of the online store, without the permission of the copyright holder, is considered a copyright infringement and is subject to legal action.

GEM STRATEGY DOO administers this site from its offices located in Serbia. It makes no representation that the materials or services at this site are appropriate or available for use outside of Serbia, and access to them from territories where their contents are illegal is prohibited. You may not use or export, or import for export, the materials or services at this site or any copy or adaptation in violation of applicable laws or regulations including, without limitation, Serbian export laws and regulations. If you choose to access this site from outside Serbia, you do so on your own initiative and are responsible for compliance with applicable local laws. These Terms shall be interpreted in accordance with the laws of the Republic of Serbia, and principles of conflict of laws shall not apply.

GEM STRATEGY DOO may revise these Terms at any time by updating this document. You should visit this page periodically to review the then-current Terms because they are binding on you. Certain provisions of these Terms may be superseded by expressly designated legal notices or terms located on particular pages at this site.

User-Submitted Material (Comments and Other Content)

Personal data that you submit to the site www.reformerconcept.rs for the purpose of receiving products or services will be treated in accordance with our online privacy document. You are prohibited from posting or transmitting to or from this site any unlawful, threatening, abusive, libelous, defamatory, obscene, pornographic, or other materials that would violate any law.

GEM STRATEGY DOO does not wish to receive confidential or other information from you that it cannot freely dispose of at this site. Any materials, information, or other communications you transmit or post to this site will be considered non-confidential and non-proprietary. GEM STRATEGY DOO shall have no obligations with respect to these communications. Our employees may copy, disclose, distribute, incorporate, or otherwise use the communications and all data, images, sounds, text, and other things embodied therein for any and all commercial or non-commercial purposes.

Naturally, this group of data does not include your personal data. In accordance with our Privacy Policy, we use personal data only for internal use, do not disclose or forward it to third parties, and use it exclusively for the purposes of processing your orders.

Links to Other Websites

Links on this site to third-party websites are provided solely as a convenience to you. If you use these links, you will leave this site. GEM STRATEGY DOO has not reviewed all of these third-party sites, does not control them, and is not responsible for any of these sites or their content. Thus, we do not endorse or make any representations about them, or any information, software, or other products or materials found there, or any results that may be obtained from using them. If you decide to access any of the third-party websites linked to this site, you do so entirely at your own risk.

User Forum

GEM STRATEGY DOO may, but is not obligated to, monitor or review any areas of the site where users transmit or post communications or communicate solely with each other, including but not limited to user forums, and the content of any such communications. However, GEM STRATEGY DOO shall have no liability related to the content of any such communications, whether or not arising under the laws of copyright, libel, privacy, obscenity, or otherwise. GEM STRATEGY DOO reserves the right to remove messages that include any material we deem abusive, defamatory, obscene, or otherwise unacceptable.

All information related to transactions between the customer and the GEM STRATEGY DOO store is considered a business secret and must be handled in accordance with the legal regulations of the Republic of Serbia.

GEM STRATEGY DOO has the right to modify these terms of sale or the privacy policy at any time.

User Privacy Protection

When using certain functionalities (applications, requests) on our site via the contact form, request for a quote, request for news, information, and promotions... GEM STRATEGY DOO processes your personal data (identity and contact information) only if you have voluntarily provided it on our website for the use of our services and products. This personal data may include name, surname, email, phone number, and/or other contact information and will be used in accordance with the privacy policy and the purpose for which it was provided.

Data Processing During Website Visits

On behalf of GEM STRATEGY DOO, we are committed to protecting the privacy of all our customers. We collect only necessary, basic data about customers/users and data necessary for business operations and informing users in accordance with good business practices and for the purpose of providing quality service. We provide customers with choices, including the option to decide whether or not they want to be removed from mailing lists used for marketing campaigns. All user/customer data is strictly kept and is available only to employees who need this data to perform their work. All employees of GEM STRATEGY DOO (and business partners) are responsible for respecting the principles of privacy protection.

Protection of Confidential Transaction Data

When entering payment card data, confidential information is transmitted via a public network in a protected (encrypted) form using the SSL protocol and PKI system, currently the most modern cryptographic technologies.

Data security during purchase is guaranteed by the payment card processor, Banca Intesa ad Beograd, so the entire billing process is performed on the bank's pages. At no time are payment card details available to our system.

Refunds

In case of returning goods and refunding funds to a customer who previously paid with a payment card, partially or in full, and regardless of the reason for return, GEM STRATEGY DOO is obliged to perform the refund exclusively through VISA, EC/MC, Maestro, Amex, and Dina payment methods, meaning the bank will, at the seller's request, perform the refund to the cardholder's account.

VAT Statement

VAT is included in the price, and there are no hidden costs.

Conversion Statement

All payments will be effected 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 your payment card will be charged for will be expressed in your local currency through 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 is a possibility of a slight difference from the original price stated on our website.

Delivery Information

The online store www.reformerconcept.rs is managed by GEM STRATEGY DOO. Delivery of orders is carried out through our specialized delivery and assembly service across the entire territory of the Republic of Serbia.

Delivery Timelines

The delivery period begins after you receive order confirmation at the email address provided during the purchase. For all orders received by 3 PM on business days (Monday–Friday), the estimated delivery time is 2 to 5 business days, while the usual period is 2 business days. Orders received during the weekend (Saturday and Sunday) are processed starting from the first following business day. Deliveries are not made on weekends.

Shipment Collection

Our delivery service delivers shipments to the address between 8 AM and 5 PM. Please ensure the presence of a person who can collect the ordered goods during this time. The equipment is packed to be protected from common transport damage. Upon collection, be sure to visually inspect the items. If you notice damage, refuse the shipment and inform us immediately.

Delivery Costs

Delivery is free for all orders containing at least 5 machines from our offer. For orders that do not meet this condition, the delivery price will be formed according to the mileage from our central warehouse to the customer's address (delivery address). The price of delivery and assembly of the machines will be known to the buyer in advance before delivery and will be defined in agreement with the buyer.

Right of Withdrawal

In accordance with the Consumer Protection Law (Official Gazette of RS, No. 88/2021), we inform you that you have the right to withdraw from the contract without stating a reason within 14 days from the day the goods were delivered to you.

You can download the Withdrawal Statement HERE.

You need to print the statement, fill in the missing data, sign it (sign and stamp for legal entities), and send it to the address:

GEM STRATEGY DOO

Kralja Petra Prvog 334/k

11400 Mladenovac, Serbia

+381 60 07 07 507

You can contact us via email at shop@reformerconcept.rs or by calling +381 60 07 07 507. Our operators will ask for information about the items you wish to return and the order number, after which you will receive an email with detailed instructions for further action, as well as the document (statement).

• The consumer exercises the right to withdraw from a contract concluded at a distance or off-premises by providing a withdrawal statement if it is sent to the seller within 14 days from the day the goods came into the possession of the consumer or a third party designated by the consumer, other than the carrier.
• The withdrawal statement produces legal effect from the day it is sent to the seller. After the expiration of the 14-day period from the day the buyer sent the withdrawal, the product can no longer be returned.
• By withdrawing from the contract, you are released from all obligations, except for the obligation to pay costs related to the return of goods due to withdrawal. Products must be unused, undamaged, and in original packaging; the original invoice and the withdrawal statement form must be attached.
• Upon receipt of the product, it will be determined whether the product is functional and undamaged. The buyer is responsible for malfunction or damage resulting from inadequate handling; i.e., the buyer is solely responsible for the diminished value of the product resulting from handling in a manner that is not adequate or exceeds what is necessary to establish its nature, characteristics, and functionality. If it is determined that malfunction or damage occurred through the buyer's fault, the refund will be refused, and the product will be returned at the buyer's expense.
• Article 33 of the Consumer Protection Law
• If the consumer exercises the right of withdrawal, the contract is considered never concluded, and obligations prescribed by Art. 34 and 35 of this law arise.
• The seller is obliged to return the amount paid by the consumer without delay, and no later than 14 days from the date of receipt of the withdrawal statement, and after receiving the product. For distance or off-premises sales, the seller is obliged to return the funds upon receiving the goods or proof that the consumer has sent the goods back, regardless of which action the consumer took first.

Complaints (Reklamacije)

When receiving your shipment, please inspect the package in the presence of the courier. If there is visible damage (torn parts or crushing), you should not accept the package. In this case, please call us at +381 60 07 07 507 or send an email with your details (name, surname, phone number) to shop@reformerconcept.rs, stating the reason for refusal. We will inform you about the next steps as soon as possible.

If you have accepted the shipment and, upon opening the box, found that the delivered goods do not match your order or the invoice details are incorrect, please contact us within 24 hours of receipt. You can call us at +381 60 07 07 507 or send an email with your details (name, surname, phone number) to shop@reformerconcept.rs, describing the issue. We will inform you about the next steps as soon as possible.

If non-conformities appear on the purchased product as defined by the provisions of the Consumer Protection Law, please follow the procedure established in the Rulebook on Consumer Complaints for goods purchased through the online store (you can download the rulebook HERE). The goods, along with the completed Complaint Request form (you can download the form HERE), should be sent to: GEM STRATEGY DOO (labeled "for web shop"), Kralja Petra Prvog 334/k, Mladenovac, Serbia.

Out-of-Court Settlement of Consumer Disputes

A consumer dispute can be resolved through an out-of-court settlement procedure. As a seller, we are obliged to inform you that we are legally required to participate in this procedure. Out-of-court settlement is conducted in a transparent, efficient, fast, and fair manner before a body for out-of-court settlement of consumer disputes. The Ministry compiles a list of these bodies and publishes them publicly. It is available at https://vansudsko.must.gov.rs/adrbodies.

The procedure before the body can be initiated by the consumer only if they have previously filed a complaint or objection to the seller. The consumer loses the right to submit a proposal for out-of-court settlement one year after the unsuccessful submission of the initial complaint.

The out-of-court settlement procedure can last a maximum of 90 days from the date the proposal was submitted.

Out-of-court settlement of consumer disputes does not apply, among others, to:

• consumer disputes subject to the Consumer Protection Law if out-of-court resolution is regulated by a special law, specifically in electronic communications, postal services, financial services (except financial contracts), and travel services;
• dispute resolution through procedures established by the seller themselves;
• direct negotiations between the consumer and the seller;
• attempted mediation between parties regarding a dispute in civil proceedings;
• proceedings initiated by the seller against the consumer.

Each party in the out-of-court settlement procedure pays its own costs (representation costs, travel costs, etc.). The work of the body for out-of-court settlement is free for the parties involved in the procedure.

Code of Business Ethics

GEM STRATEGY DOO acts in accordance with the Code of Business Ethics, which is available at the link, "Code of Business Ethics - Latin script" and "Code of Business Ethics - Cyrillic script".