Introduction
The purpose of this Policy is to inform you about how HEROI Project (hereinafter, “HEROI“) collects, processes and protects the personal data collected through “www.heroiproject.com” (hereinafter, the “Website”).
At HEROI we are committed to protect and respect your privacy. This Policy describes what personal data we collect, how we will use that data and how we keep your data safe, as well as to inform you about your privacy rights and how the law protects you. We therefore recommend that you read our Privacy Policy carefully.
Terms of use of our online store – attention: by using this website, you confirm that you have read, understood and accepted these terms of use (hereinafter “terms”) and agree that you are obliged to comply with them, as well as all other applicable laws and regulations. If the terms of use are not acceptable to you, do not use this website.
Use of the Website
HEROI will process the data (including your personal data) that you provide to us in accordance with the Terms of Use, the Personal Data Processing Notice and the Cookie Notice. When you use HEROI website, you agree to the processing of your personal data in accordance with the specified documents.
By using HEROI website and ordering products through the website, you agree that:
– you use HEROI website only for searches and legally valid orders;
– you will not place false or misleading orders;
– the email address, address and/or other contact information you provide is valid.
By ordering products through HEROI website, you agree to HEROI using your data, as well as contacting you for the purpose of fulfilling your order, if necessary, and in accordance with the Notice on the Processing of Personal Data. If you do not provide all the information we need, you will not be able to purchase the product. When ordering products through the Website, you confirm that you are over 18 years of age and capable of entering into binding contracts.
Placing orders
By choosing and selecting among available HEROI products you can add your desired items in your cart. Product list in cart can be edited, and by clicking through the steps of shopping procedure you are completing your order with HEROI. Be aware that all information that you are providing must be correct. Final step is choosing the payment method that suits you the best and all payment possibilities are covered in the “Payment Methods” section.
After placing the order, you will receive an email notification containing all the information about the order. However, if for some reason the delivery of the ordered goods is not possible, HEROI is obliged to inform you without delay.
Payment methods
When purchasing through our online store, two payment methods are possible:
– Cash on delivery, payment method that allows customers to pay for their purchases at the time of delivery in cash
– Payment via payment cards through the Raiffeisen bank Srbija a.d. system.
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.
The security of online purchases is guaranteed by the application of security standards prescribed by Visa Inc. card systems. (Verified by Visa) and MasterCard Worldwide (MasterCard Secure Code). In this way, the possibility of misuse of payment cards has been reduced.
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 (account) and will not be available for any other purpose.
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 expiry of the period of 14 days, 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.
HEROI project is not in the VAT system.
For all domestic orders within Serbia borders you can choose payment as cash on delivery which will be processed at your doorstep when the package is delivered. Payment can only be made in cash to the delivery person who brought your order to you.
Currency conversion
All payments will be effected in Serbian currency – dinar (RSD). The amount your credit card account will be charged for is obtained through the conversion of the price in Euro into Serbian dinar according to the current exchange rate of the Serbian National Bank.
When charging your credit card, the same amount is converted into your local currency according to the exchange rate of credit card associations. As a result of this conversion there is a possibility of a slight difference from the original price stated in our web site.
Privacy policy
On behalf of HEROI, we pledge to protect the privacy of our customers. We only collect necessary, basic data about customers/users and data necessary for providing user information in accordance with good business practices and in order to provide quality service. We give customers a choice including the ability to decide whether or not they want to be removed from mailing lists used for marketing purposes campaigns. All user/customer data is strictly kept and is only available to employees for which these data are necessary for the performance of business. All employees and business partners of HEROI are responsible for respecting the principles of privacy protection.
When entering payment card data, confidential information is transmitted via public information network in a protected (encrypted) form using SSL protocol and PKI system, as currently state-of-the-art cryptographic technologies. Data security during purchases is guaranteed by the payment card processor, Raiffeisen bank a.d. Belgrade, so the complete billing process is done on the bank’s website. Not even one payment card information is available to our system.
SHIPPING AND RETURNS
SHIPPING POLICY
Domestic shipping
After confirming your order, we aim to prepare and dispatch it within 2 or 3 working days. If unexpected circumstances arise or during vacation periods, we may delay shipment for up to 10 days. In such cases, you will be notified in a timely manner. For specific delivery dates or inquiries, reach out to info@heroiproject.com , and we’ll strive to accommodate your needs.
For orders within Serbia, we use PostExpress or DExpress, delivering within one business day from dispatch (excluding weekends and holidays).
Domestic shipping costs are free of charge for orders over 5000din.
International shipping
After confirming your order, we aim to prepare and dispatch it within 2 or 3 working days. If unexpected circumstances arise or during vacation periods, we may delay shipment for up to 10 days. In such cases, you will be notified in a timely manner. For specific delivery dates or inquiries, reach out to info@heroiproject.com, and we’ll strive to accommodate your needs.
The international shipping fees are 35€.
The shipping price for all countries of the former Yugoslavia is 20e.
Customers must provide an accurate and secure delivery address.
All packages are sent through the official Serbian postal office (Pošta Srbije) using PostExport for international orders. Expect delivery within 7 to 14 business days from dispatch. Once dispatched, you’ll receive a tracking number to monitor your package.
Note that delivery dates are estimates, and your items may arrive earlier or later than anticipated.
Taxes and duties
Provided international shipment costs do not include customs fees, duties and taxes. Customers are accountable for any applicable customs fees, duties, or taxes upon delivery. Please be aware that we cannot determine the precise amount of these fees, as they are imposed by the the country to which the order is shipped. Prior to ordering, please check the customs and tax regulations of the receiving country.
RETURN & REFUND POLICY
Customers have the right to return the items purchased from HEROI online store within 14 days of receiving of your order. Please note that all products need to be returned in their original condition. In order to return an item please contact us at info@heroiproject.com for more details and instructions.
Refunds will deduct any applicable shipping or wire transfer costs. The refund will be processed through the original payment method used during purchase. We do not cover the return of customs duties, taxes, or shipping costs incurred during the return process, which remains the responsibility of the customer.
ORDER CANCELATION
You can cancel your order within 48 hours of placing it by reaching out to us at info@heroiproject.com. However, once an order has been shipped, cancellations are not possible. If you decide to cancel after the shipment has been dispatched, the regular return procedure will apply.