TERMS OF USE
AND SALE COMPANY INFORMATION
Welcome to www.totospets.com. This webshop is jointly operated by Furry Friends obrt (hereinafter “we”, “us”, “our”). Your privacy is extremely important to us. This Privacy Policy explains how we collect, use, protect, and, if necessary, share your personal information when you use our web shop.
Furry Friends obrt
Owner: Ivana Babić
Address: 4. Gardijske Brigade 59, 23000 Zadar, Croatia
TERMS OF SALE
According to the Consumer Protection Act, minors or persons completely incapable of business cannot make remote purchases; only their legal representatives can do so. If the ordered goods are not available, Toto‘s. will offer the customer a similar product and, upon email confirmation from the customer, will deliver the goods the next business day according to the chosen delivery method. If the customer does not accept the offer, we will refund the payment. Goods are not shipped based on proof of payment but only after the payment is visible in our bank account. For payments made at Croatian business banks, this is usually the next business day, but it can take up to two business days. Payments at Croatian Post offices require at least two business days. For faster delivery when paying by bank transfer or general payment slip, please correctly fill out the payment form and include the correct reference number, as it can significantly impact the delivery speed. Payments received before 12:00 PM will result in shipment the same or the next business day, depending on courier service conditions and the delivery address. Payments received after 12:00 PM will be shipped the earliest on the next business day. If the price displayed in the web shop is incorrect due to an error or oversight, we reserve the right to change it. Toto’s reserves the right to inform you about the change or correctness of the price and give you the opportunity to confirm or cancel your order.
CREDIT CARD PAYMENT SECURITY
Your data‘s confidentiality is protected and ensured through the use of SSL encryption. Online payment pages are secured using Secure Socket Layer (SSL) protocol with 128-bit data encryption. SSL encryption is a data encryption process to prevent unauthorized access during data transmission. This ensures the secure transmission of information and prevents unauthorized access to data during communication between the user’s computer and the payment service, and vice versa.
DELIVERY TERMS
Delivery is carried out by DPD, GLS or HP Courier services exclusively within the Republic of Croatia and other countries selectable on the checkout page. Exceptionally, goods can be delivered by other means. Prices, terms, and delivery methods can be viewed at www.gls.hr. Goods are shipped at the customer‘s expense and risk.
For orders of goods in stock (immediately available), delivery starts the same or next business day, and the goods will arrive the next business day (Croatia only), provided the transaction was completed by 12:00 AM. If the goods are available within 24 hours of order (available in the webshop), delivery to the recipient may occur within 48 hours, i.e., two business days from the order (Croatia only). Delivery to islands follows a special schedule.
The maximum delivery time within Croatia is 1–5 business days.
For custom-made products, this period applies from when the custom product is finished.
Upon receiving the product, the customer must check for any damages and immediately report them to the delivery person or refuse to accept a visibly damaged package.
Upon delivery, the customer should check the shipment contents for all parts listed in the manufacturer‘s specification. In case of discrepancies, please inform us as soon as possible, but no later than 48 hours after delivery. We cannot accept later complaints. When the customer confirms that the ordered goods are in good condition, they must sign the delivery note, confirming that the product was delivered properly.
COMPLAINTS
The email address for complaints is [email protected]
Transport damage complaints:
It‘s essential to report any visible transport damage on the product packaging immediately to the courier. The customer must report any transport damage within 24 hours of receiving the goods. If you notice such damage, do not sign for the shipment or ask the courier to wait while you check if the packaging damage also caused product damage. If the product is undamaged, sign for the shipment.
Complaints about incorrect data or wrong goods:
If you receive a shipment and, upon opening the box, find that the delivered goods do not match the order or the invoice details are incorrect, please send an email with your details (name, surname, phone) to [email protected] within 48 hours of receiving the shipment and describe the problem. We will respond to your complaint and inform you about further steps as soon as possible. The complaint resolution period is 15 days from the complaint‘s submission.
Platform for Online Dispute Resolution (ODR): https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=HR
RETURN OF GOODS
According to the Consumer Protection Act, goods purchased remotely, i.e., sent by courier, can be returned (at the customer‘s expense, except for exceptions*) no later than 14 days from the receipt date, only in their original and undamaged packaging to Toto’s, marked “Return of Goods”. The customer must inform the seller in writing about the cancellation of the order, and the order is considered canceled when the seller receives the written notice. In case of order cancellation, the customer must return the product to the seller at their own expense. The returned goods must include the warranty card or a copy of the invoice and a written notice of contract termination with the account number for the refund (otherwise, we will not process the return). Returns exclude items on sale, used and/or damaged goods, or goods with visibly damaged packaging. If the packaging is damaged or parts are missing, the return will be denied.
Toto‘s is not responsible for incorrectly displayed colors and/or color shades of all products shown on the customer’s device. Colors or shades may differ from reality due to the customer’s device and filter effects.
RETURN/REPLACEMENT OF DEFECTIVE GOODS
You have the right to exchange defective products if the defect is not due to improper use but a manufacturing or packaging error. The return of goods in this case is at our expense.
Please pack the goods for return in the original packaging and include the order or invoice. Do not forget to include original documents, as we cannot exchange goods without them.
Toto‘s is not responsible for minor damages caused by delivery (if they do not affect the product’s basic properties and usability).
Toto‘s is not responsible if the customer uses the product improperly, such as improper washing products with strong detergents or bleach, physically damaging the product due to improper handling, and other damages caused by improper handling. Such products cannot be claimed. Each product is thoroughly inspected before packaging, and Toto‘s guarantees that every product sent is without defects.
In case of defects caused by the seller, the customer can terminate the contract only if they previously gave the seller an additional reasonable time to fulfill the contract.
COMPLAINTS
The seller must allow written complaints via mail, fax, or email and promptly confirm their receipt in writing. The seller must respond in writing to all customer complaints within 15 days of receipt.
WEBSITE INFORMATION
Toto‘s makes every effort to keep the information on the web shop up-to-date and accurate. However, Toto’s cannot guarantee the accuracy of all product and service information. In exceptional cases, discrepancies between actual data and data available on the website may occur. Toto’s commits to reviewing orders and contacting customers in such cases to personally arrange alternative solutions. Product photos may not always match the actual products and should be considered informative illustrations. For additional information, contact the sales department at [email protected]
TERMS OF USE
The www.totospets.com website is owned by Furry Friends obrt. During use, the rules and Terms of Use stated here, as well as all applicable laws, apply. We reserve the right to change these rules and Terms of Use at any time without prior notice.
COPYRIGHT
The www.totospets.com website is owned by Furry Friends obrt. All content on the website, such as texts, graphics, logos, icons, audio and video recordings, digital downloads, software packages, and data, is owned by Furry Friends obrt or our partners and is protected by domestic and international copyright and intellectual property laws. Unauthorized use constitutes a violation of intellectual property rights laws.
ELECTRONIC COMMUNICATION
When you visit www.totospets.com or send us an email, you are communicating with us electronically. You agree to receive electronic communications from www.totos.com . We will communicate with you via email or through notices on www.totos.com. You agree to all rules, warnings, notices, and other messages we send electronically. It is not allowed to use incorrect or others‘ email addresses, impersonate another person and/or organization, or otherwise mislead about the source of the content and communication.
WSPAY SYSTEM USAGE STATEMENT
Furry Friends uses the WSPay system for online payments. WSPay is a secure system for online payments, enabling real-time payment processing via credit and debit cards, as well as other payment methods. WSPay ensures secure entry and transmission of card data, confirmed by the PCI DSS certificate held by WSPay. WSPay employs 256-bit SSL certificate encryption and TLS 1.2 cryptographic protocol as the highest levels of protection during data entry and transmission.
REPORTING INFRINGEMENTS AND PROTECTION OF RIGHTS
Furry Friends obrt respects intellectual property rights and other rights of third parties. If you believe that your work has been copied or your rights have been otherwise infringed, please notify us.
COMPLAINTS AND SUGGESTIONS
In accordance with Article 8 of the Consumer Protection Act (NN 79/07, 125/07, 79/09), we inform you that you can submit any complaints via email to [email protected] or in writing to the address: Furry Friends obrt, 4. Gardijske brigade 59, 23000 Zadar. We are obligated to respond to your complaint within 15 days from the date of receipt.
DATA PRIVACY
Furry Friends obrt is committed to protecting the personal data of customers by collecting only necessary and basic customer information required to fulfill our obligations, informing customers about the use of collected data, regularly providing customers with the choice regarding the use of their data, including the option to remove their names from marketing campaign lists if desired. All user data is strictly kept and accessible only to employees who need it for their job. All employees and business partners of Furry Friends obrt are responsible for respecting privacy principles.
USER DATA AND SEQURITY
At certain points within the website and at specific times, Furry Friends obrt may collect user personal data for contact purposes, user records, and statistical analysis of website visits. Furry Friends obrt guarantees that collected data will not be sold.
USER DATA STORAGE ON THE WEB STORE SEGMENT
Customer data is stored on the web shop only for registered customers. For previous purchases made as unregistered customers and for inquiries regarding information about your past orders, please contact us through the contact information on the Contact page.
USE OF COOKIES ON THE WEBSITE
To ensure the proper functioning of the website, small data files known as cookies are sometimes stored on your devices. Most major websites do this.
WHAT ARE COOKIES?
A cookie is a small text file that a website saves on your computer or mobile device when you visit the site. Cookies enable the website to remember your actions and preferences (such as login, language, font size, and other display preferences) over a period, so you don’t have to keep re-entering them whenever you come back to the site or browse from one page to another.
HOW ARE COOKIES CONTROLLED?
You can control and/or delete cookies as you wish. You can delete all cookies that are already on your computer, and most browsers’ settings allow you to block the storage of cookies. If you block cookies, you may need to manually adjust some preferences each time you visit a site, and certain services and functionalities may not be available.
CURRENCY CONVERSION STATEMENT
Prices in currencies other than Euros (for users outside the Republic of Croatia)
All charges are always made in Euros.
The amount charged to your credit card is calculated by converting Croatian Euros into your currency based on the current exchange rate of the Croatian National Bank. When you are charged, the amount is converted into your currency at the card issuer‘s exchange rate.
As a result of currency conversion, there may be a slight difference in price compared to what is indicated on our website.
ALL RIGHTS RESERVED These terms are effective from 05.07.2024.