General Terms
of Use and Sale

1.1

These General Terms of Use and Sale (hereinafter referred to as the "General Terms") govern the mutual rights and obligations between the entrepreneur Anđelka Nikolić PR Trgovina putem pošte ili interneta CosmoPaw Beograd, with its registered office at Svetozara Radića 2, Belgrade-Savski Venac, registration number: 68545862, Tax Identification Number (PIB): 115674133 (hereinafter referred to as the "Merchant" or "Seller") and any natural person who uses the website cosmo-paw.com (hereinafter referred to as the "Site") and/or purchases products via the Site (hereinafter referred to as the "User" or "Buyer").

1.2

These General Terms constitute an integral part of the distance sales contract concluded between the Merchant and the Buyer. It is considered that the User, by accessing the Site or registering, is familiar with these General Terms and fully accepts them. It is considered that the Buyer, by placing an order, has confirmed their agreement with these General Terms.

1.3

Definitions of terms:

• Merchant/Seller: The entrepreneur specified in Article 1.1. of these General Terms.
• Buyer/Consumer: Any natural person who acquires goods for purposes not intended for their business or other commercial activity, in accordance with Article 5, paragraph 1, item 1) of the Consumer Protection Act ("Official Gazette of RS", No. 35/2026-3).
• User: Any person who accesses the Site, regardless of whether they make a purchase.
• Distance Contract: A contract concluded between the Merchant and the Buyer within the framework of an organized distance sales system, without the simultaneous physical presence of the parties, exclusively using one or more means of distance communication, in accordance with Article 5, paragraph 1, item 7) of the Consumer Protection Act.

1.4

The provisions of the applicable regulations of the Republic of Serbia, primarily the Consumer Protection Act ("Official Gazette of RS", No. 35/2026-3), the Electronic Commerce Act, and the Law on Obligations, shall apply to all relations not regulated by these General Terms.

2.1

In accordance with Article 6 of the Electronic Commerce Act and Articles 12 and 27 of the Consumer Protection Act, the Merchant provides the following information, which is made available to the Buyer in a clear and understandable manner before the conclusion of the contract:

• Business name: Anđelka Nikolić PR Trgovina putem pošte ili interneta CosmoPaw Beograd
• Registered office: Belgrade-Savski Venac, ul. Svetozara Radića 2
• Registration number: 68545862
• Tax Identification Number (PIB): 115674133
• Contact phone: +381691136899
• Contact e-mail: office@cosmo-paw.com (this address also serves as a means of communication that allows for the preservation of correspondence on a durable data carrier, including the date and time of communication)
• Complaints address: order@cosmo-paw.com

2.2

In addition to the above data, before concluding the contract, the Merchant shall also inform the Buyer of all other information prescribed by Article 12 and Article 27 of the Consumer Protection Act, including the main characteristics of the goods, the selling price, delivery costs, payment method, delivery deadline, the existence of legal liability for conformity, the method for filing a complaint, and the right to withdraw from the contract.

3.1

The Merchant undertakes that the products offered on the Site will be presented with their basic characteristics, in accordance with Article 53 of the Consumer Protection Act, including description, material, dimensions, and photographs. The photographs are illustrative in nature and may slightly differ from the actual appearance of the product.

3.2

All product prices are expressed in Serbian Dinars (RSD) excluding Value Added Tax (VAT). For customers from abroad, prices may be displayed in other currencies, but the final calculation is made in Dinars (RSD), as set out in clause 3.5 below.

3.3

Product prices do not include delivery costs. Delivery costs are calculated separately and clearly displayed to the Buyer during the ordering process, before the final order confirmation.

3.4

The Merchant reserves the right to change prices and terms of sale without prior notice, provided that the prices valid at the time of ordering shall apply to already confirmed orders.

3.5

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.

4.1

The Buyer orders products through the Site by adding the desired products to the "shopping cart".

4.2

After adding products to the cart, the Buyer proceeds to the checkout page where they enter the necessary delivery data (name and surname, address, contact phone number, e-mail address) and select the payment method.

4.3

Before the final confirmation, the Buyer is provided with a clear overview of the entire order, including the products, total price, delivery costs, and the total amount to be paid.

4.4

By clicking the "Confirm Order" button or a similarly marked button, the Buyer places a binding offer to conclude a sales contract.

4.5

The distance sales contract is considered concluded at the moment when the Merchant sends the Buyer an e-mail message confirming receipt and acceptance of the order (in accordance with Article 31 of the Law on Obligations and Article 15 of the Electronic Commerce Act). This message contains all relevant information about the order, as well as these General Terms and the Withdrawal Form on a durable data carrier, in accordance with Article 32 of the Consumer Protection Act.

5.1

The Buyer can make payment in one of the following ways:

• Payment by credit card: Via a secure online payment platform. Accepted cards: Visa, Mastercard, Maestro, American Express, DinaCard.
• Bank transfer: Based on a pro-forma invoice sent to the Buyer by e-mail.

5.2

In the case of payment by card, the card details are processed via a secure connection with the bank and are not accessible to the Merchant.

5.3

When entering payment card details, confidential information is transmitted over the public network in protected (encrypted) form, using the SSL protocol and the PKI system as the currently most advanced cryptographic technology. Data security during the purchase is guaranteed by the payment card processor, Banca Intesa ad Beograd, so the complete payment process is carried out on the bank's pages. At no moment are payment card details available to our system.

6.1

The Merchant undertakes to deliver the ordered products within 30 days from the date of conclusion of the contract, in accordance with Article 33 of the Consumer Protection Act. The usual delivery time for the territory of the Republic of Serbia is up to 5 working days.

6.2

Delivery is made by a courier service to the address specified by the Buyer when placing the order.

6.3

Delivery costs are borne by the Buyer, unless otherwise stated. Delivery is free of charge for all orders within the Republic of Serbia, regardless of the order value, as well as for all orders whose value exceeds EUR 500 / USD 540. For other orders, delivery costs are shown before the order is confirmed.

6.4

For deliveries abroad, the delivery time and costs vary depending on the destination; orders are shipped via UPS with a usual delivery time of 2–5 business days. The Buyer is responsible for all possible customs costs, taxes, and other duties charged by the competent authorities of the importing country.

6.5

The risk of accidental loss or damage to the product passes to the Buyer at the moment the product is delivered into their possession (Article 52 of the Consumer Protection Act).

7.1

Withdrawal period: The Buyer has the right to withdraw from the distance contract within 14 days from the day the goods are delivered into their possession, without giving any reason. This right is guaranteed by Article 29 of the Consumer Protection Act.

7.2

Method of exercising the right: The Buyer exercises the right to withdraw by making an unambiguous statement of withdrawal, which they can send on the Withdrawal Form or by e-mail to the address order@cosmo-paw.com. The statement is considered timely if it is sent to the Merchant before the expiration of the 14-day period.

7.3

Buyer's obligations:

• The Buyer is obliged to return the goods to the Merchant without delay, and no later than 14 days from the date on which they sent the statement of withdrawal (Article 36 of the Consumer Protection Act).
• The Buyer bears the direct costs of returning the goods (return delivery costs).
• The Buyer is solely responsible for the diminished value of the goods that occurs as a result of handling the goods in a manner that is not adequate, i.e. goes beyond what is necessary to establish the nature, characteristics, and functionality of the goods. The goods must be returned unused, undamaged, and in the original box with all labels, without any signs of opening.

7.4

Merchant's obligations:

• The Merchant is obliged to refund all payments received from the Buyer, including delivery costs (except for additional costs if the Buyer explicitly requested a delivery method other than the cheapest standard one), without delay, and no later than 14 days from the date of receipt of the statement of withdrawal (Article 35 of the Consumer Protection Act).
• The Merchant may postpone the refund until they receive the returned goods, or until the Buyer provides proof that they have sent the goods, whichever comes first.
• The refund is made using the same payment method that the Buyer used, unless the Buyer has expressly agreed to another method.

7.5

In the event of a return of goods and a refund to a Buyer who previously paid with one of the payment cards, partially or in full, and regardless of the reason for the return, CosmoPaw is obliged to make the refund exclusively via the VISA, EC/MC, Maestro, Amex and Dina payment methods, which means that, at the seller's request, the bank will refund the funds to the cardholder's account.

7.6

Exceptions to the right of withdrawal: In accordance with Article 38 of the Consumer Protection Act, the Buyer does not have the right to withdraw from the contract in the following cases:

• Delivery of goods manufactured according to the Buyer's special requirements or clearly personalized (e.g. jewellery engraved with a dog's name, custom-made clothing).
• Delivery of sealed goods that cannot be returned for health or hygiene reasons and that have been unsealed after delivery.

8.1

Liability for conformity: The Merchant is liable for any non-conformity of the goods with the contract that appears within two years from the date the risk passes to the Buyer (Article 59 of the Consumer Protection Act). The Merchant is obliged to deliver goods that are in conformity with the contract, which means they meet both the subjective and objective requirements for conformity as defined in Article 53 of the Consumer Protection Act.

8.2

Filing a complaint: The Buyer may file a complaint with the Merchant for non-conformity of goods, incorrectly calculated price, and other defects. A complaint can be filed orally, in writing, or electronically to the contact details specified in Article 2 of these General Terms, along with the receipt or other proof of purchase (Article 63 of the Consumer Protection Act).

8.3

Complaint procedure:

• The Merchant is obliged to respond to the Buyer in writing or electronically without delay, and no later than 8 days from the date of receipt of the complaint. The response must contain a decision on whether to accept the complaint, an explanation if it is not accepted, a statement on the Buyer's request, and a specific proposal and deadline for resolution.
• The deadline for resolving the complaint is 15 days from the date of filing.
• In accordance with Article 63, paragraph 10 of the Consumer Protection Act, the deadline for resolving the complaint is paused when the Buyer receives the Merchant's response and resumes when the Merchant receives the Buyer's statement. The Buyer is obliged to respond to the Merchant's response within 3 days of receiving it. If the Buyer does not respond within the prescribed period, it will be considered that they do not agree with the Merchant's proposal.

8.4

Buyer's rights:

• If the non-conformity appears within 30 days of delivery, the Buyer has the right to choose between replacement, an appropriate price reduction, or to declare the termination of the contract (Article 56, paragraph 7 of the Consumer Protection Act 35/2026).
• After the 30-day period, if the complaint is justified, the Buyer has the right to first request the elimination of the non-conformity by repair or replacement.
• If eliminating the non-conformity is not possible or represents a disproportionate burden for the Merchant, or if the Merchant does not eliminate the non-conformity within a reasonable time, or if the non-conformity reappears after the first repair, the Buyer has the right to request an appropriate price reduction or termination of the contract (Articles 56 and 57 of the Consumer Protection Act 35/2026).
• The Buyer cannot terminate the contract if the non-conformity of the goods is minor.

9.1

The Merchant processes the personal data of Buyers and Users in accordance with applicable personal data protection regulations and its Privacy Policy, which is available on the Site and forms an integral part of these General Terms.

9.2

For the purpose of concluding and executing the sales contract, the Merchant collects and processes the following personal data of the Buyer: first and last name, delivery address, e-mail address, contact telephone number and order data. Payment card data (card number, expiry date, security code) is never collected, seen or stored by the Merchant — it is entered directly on the bank's secure page.

9.3

This data is processed exclusively for the purposes of order processing and delivery, complaints handling, and the fulfilment of the Merchant's legal obligations (e.g. accounting and tax regulations), on the legal basis of contract performance and legal obligation. The data is not sold or otherwise made available to third parties, except to partners necessary for the execution of the order (e.g. the courier service and the payment processor).

9.4

Personal data is retained only for as long as necessary to fulfil the stated purposes and within the deadlines prescribed by regulations, after which it is permanently deleted or anonymized. The Buyer has the right to access, rectification, erasure and restriction of processing of their data, the right to object and the right to data portability, as well as the right to lodge a complaint with the Commissioner for Information of Public Importance and Personal Data Protection. Requests may be sent to office@cosmo-paw.com.

9.5

Promotional messages (newsletter) are sent only on the basis of the Buyer's prior consent. The Buyer may withdraw consent at any time — via the "unsubscribe" link in each message or by request to office@cosmo-paw.com — with no consequences for the exercise of their other rights. Full details are set out in the Privacy Policy.

10.1

All content on the Site, including texts, logos, photographs, design and software, is the intellectual property of the Merchant or third parties who have authorized the Merchant to use it, and is protected by copyright and related rights.

10.2

Any unauthorized copying, distribution, modification or use of the content of the Site for commercial purposes is prohibited without the prior written consent of the Merchant.

11.1

The Merchant makes every effort to ensure that all information on the Site is accurate and up-to-date, but cannot guarantee absolute accuracy and is not liable for any errors.

11.2

The Merchant is not liable for damage resulting from the temporary unavailability of the Site, technical problems, or actions of third parties, except in cases where such liability is prescribed by law.

12.1

The contracting parties agree that they will try to resolve any disputes arising from their relationship amicably.

12.2

Out-of-court settlement: The Merchant informs the Buyer that, in accordance with Article 173 of the Consumer Protection Act, it is obliged to participate in the out-of-court settlement of consumer disputes. The consumer may initiate proceedings before a body for the out-of-court settlement of consumer disputes after having previously filed a complaint with the Merchant. The list of such bodies is available on the website of the ministry responsible for trade.

12.3

Court settlement: If an amicable or out-of-court settlement is not possible, the court with subject-matter jurisdiction in Belgrade shall be competent for resolving disputes, and the law of the Republic of Serbia shall apply.

12.4

This site is available worldwide, our products and services are primarily aimed at the European and Serbian markets. Users who access the site from other jurisdictions do so on their own initiative and are responsible for compliance with local regulations. Users who access the site from other jurisdictions, including but not limited to the United States, Australia, New Zealand, are aware of the fact that they are ordering or purchasing goods from a European company and that these General Terms of Use and Sale are in accordance with European regulations and agree to them and accept them in their entirety.

13.1

The Merchant reserves the right to amend and supplement these General Terms at any time. Amendments shall enter into force on the date of publication on the Site and will not apply to orders confirmed before the publication of the amendments.

13.2

In the event that any provision of these General Terms is void or unenforceable, this shall not affect the validity of the remaining provisions which remain in force, in accordance with Article 105 of the Law on Obligations.