Terms of service

Terms of Service – The Tool Tuckshop

1. General Provisions

These Terms of Service govern the relationship between The Tool Tuckshop (SERAFIN IMPORTS DOO) and the user during the purchase of goods in-store or via the website www.thetooltuckshop.rs. By using our services, the user accepts these terms in their entirety, including that fiscal receipts will be sent via email upon receipt of payment, whether by cash, card, or other methods, unless an alternative delivery method is requested. These terms are in accordance with the Consumer Protection Law (“Official Gazette of RS,” No. 88/2021) and the Electronic Commerce Law (“Official Gazette of RS,” No. 41/2009).

2. Seller Information

Name: SERAFIN IMPORTS DOO
Address: Darvinova 8, Voždovac-Belgrade 11010, Serbia
Email: operations@thetooltuckshop.rs
Phone: +381 65 9268 049
Tax ID: 114112206
Company ID: 21972894

All transactions are conducted in compliance with the Fiscalization Law (“Official Gazette of RS,” No. 153/2020).

3. Ordering and Purchasing

Ordering Process: Users can order goods via the website www.thetooltuckshop.rs or in-store. The order is confirmed after payment and issuance of an electronic or fiscal receipt, which will be sent via email upon receipt of payment, whether by cash, card, or other methods, unless otherwise requested.
Prices: All prices are expressed in Serbian dinars (RSD) including VAT, in accordance with Article 25 of the Consumer Protection Law. Delivery costs will be clearly indicated before order confirmation.
Payment: We accept payments by card, bank transfer, or cash on delivery. Transactions are protected with SSL encryption in accordance with the Electronic Commerce Law.
Contract Confirmation: After placing an order, the user receives a contract confirmation via email, including details about the goods, price, delivery, and right of withdrawal (Article 29, Consumer Protection Law).

4. Delivery

Goods are delivered within 3-5 business days via reliable courier services (e.g., MILSPED). Delivery costs depend on the weight and destination and will be displayed before payment.
If the goods are not delivered within the agreed timeframe, the user is entitled to a refund or replacement, in accordance with Article 43 of the Consumer Protection Law.
The Tool Tuckshop is not responsible for delays caused by force majeure (e.g., natural disasters, strikes).

5. Right of Withdrawal

For distance purchases (online), the user has the right to withdraw from the contract within 14 days of receiving the goods, without stating a reason (Article 27). Notification of withdrawal must be sent in writing to operations@thetooltuckshop.rs.
Goods must be returned within 14 days of the withdrawal notification, undamaged, unused, and in their original packaging (Article 35). The user bears the cost of return shipping, except if the goods are defective.
Refunds will be processed within 14 days of receiving the returned goods, using the same payment method (Article 36).
Exceptions: The right of withdrawal does not apply to goods made to the user’s specifications, perishable goods, or sealed goods not returned in sealed condition for hygiene reasons (Article 37).

6. Complaints and Warranty

Non-Conformity of Goods: If the goods are not in accordance with the contract (e.g., defective, damaged), the user has the right to file a complaint within 2 years of purchase (Article 54). Complaints must be submitted to operations@thetooltuckshop.rs or in person, with the receipt and a description of the defect.
Deadlines: We respond to complaints within 8 days and resolve them within 15 days (or 30 days for complex products) through repair, replacement, or refund (Article 59).
Costs: All costs related to repairs or replacements, including shipping, are borne by The Tool Tuckshop.
If a defect is reported within the first 6 months, it is presumed to have existed at the time of delivery unless proven otherwise by The Tool Tuckshop (Article 55).

7. Liability

The Tool Tuckshop guarantees that all products are original, compliant, and safe for use as intended. We are not liable for damage caused by improper use of the goods.
Information on the website is accurate, but we reserve the right to correct errors in descriptions or prices without prior notice. Users will be informed of any changes before delivery.

8. Data Protection

We collect and process personal data in accordance with the Personal Data Protection Law (“Official Gazette of RS,” No. 87/2018). Data is used solely for order processing, delivery, and communication. Details are provided in our Privacy Policy on the website.
Users have the right to access, correct, or delete their data by sending a request to operations@thetooltuckshop.rs.

9. Dispute Resolution

Users can submit complaints to operations@thetooltuckshop.rs or at Darvinova 8, Voždovac-Belgrade 11010, Serbia. We respond to complaints within 8 days (Article 60).
If a dispute is not resolved amicably, the user may initiate an out-of-court procedure through the National Consumer Organization of Serbia or contact the competent court in Belgrade.
For online purchases, users may use the Online Dispute Resolution (ODR) platform in accordance with EU Regulation 524/2013.

10. Changes to Terms

The Tool Tuckshop reserves the right to amend these terms in accordance with legal changes. Users will be notified of changes via the website or email. Continued use of services after changes implies acceptance of the new terms.