General Terms and Conditions

1. Introductory provisions

Web store is managed by company Bertina d.o.o., Lastovska 42, 10000 Zagreb (the „seller“).
General terms and conditions are prepared in conformance with national legislation on consumer protection and european legislation. Confirmation of order on web shop is considered equal to closing agreement on distance. Aim of this document is to regulate relations between the Buyer and the Seller. Buyer is every physical person performing purchase who is acting outside of any trade, legal or professional association.

2. Access to information

Seller will make available following information:

  • information on identity of the seller (name, headquarter and company registration number);
  • contact information;
  • product description, information on availability of the product and information on validity of the offer;
  • available payment methods;
  • delivery terms and conditions;
  • information on unilateral contract termination;
  • return policy;
  • complaint procedure.

3. How to buy

Purchase can be performed with or without registration. Button “Add to Cart” can be found next to each product. Product will be added to cart by clicking „Add to Cart“ button. Product can be removed from cart by clicking on red „X“ left of the product in the cart. Order is submitted by clicking on „Proceed to Payment“ button and entering all relevant customer information in the form (Name, Surname, Address, phone no., e-mail) and choosing the payment method. Order is confirmed by clicking on „Confirm order“. Customer will receive order confirmation by e-mail.

  • Purchase contract

Purchase contract is closed once the Seller has confirmed the customer’s order and from that moment listed prices and other sales conditions are considered binding for both parties. U tom trenutku sve cijene i ostali uvjeti kupovine su obvezujući za obje strane. Seller will issue written reciept with all expences clearly defined and explanation on customer’s right to unilaterally terminate the purchase agreement with products return if neccessary and possible. Purchase agreement is kept electronically on seller’s server in the form of an order and is available for customer on customer user profile in any moment.

  • Discount code

Seller will occasionally issue cupon with code for discount that can be used for next purchase by entering text code in predefined field on order completion form. Coupon can be valid for complete order, specific product categories or selected product. Only one cupon code can be used for each order. Discounts can’t be added.

4. Returns and complaints

Customer complaints are recieved on by e-mail. If complaint is justified, seller will replace the product or return funds to the buyer. Return will be performed within 14 days of complaint notification.
The seller reserves the right to reject the complaint if the returned goods are damaged by the buyer, for example unusable as a result of improper handling by the buyer, opened or not in the original packaging. neupotrebljiva kao posljedica nepravilnog rukovanja od strane kupca, otvarana ili nije u originalnoj ambalaži.

5. Data privacy and security

Bertina d.o.o. is managing buyers’ personal data according to european data protection directive and GDPR. Seller is collecting only basic buyers’ data that are crucial for completion of his obligations and is informing buyers on usage of given data as well as of possibility to witdraw consent on data storage. Buyer can subscribe to newsletter on web page By entering his e-mail address, buyer is giing consent on recieving updates from web page. Using unsubscribe link in newsletter, buyer can withdraw his consent on recieving newsletter at any moment. By registering on web page, buyer is also agreeing to recieving newsletter. Buyer guarantees that entered data are accurate, complete, up-to-date and by agreeing to this general conditions is giving consent to use his data in described purposes.

  • Safe payment

Safe internet payment is ensured by SSL encryption and by using WSPay credit card payment gateway. By selecting Card payment method, buyer will be redirected to WSpay web page that offers high level of security and data protection which is confirmed by SSL 256-bit encription certificate and PCI DSS conformance.

Web page is protected by reCAPTCHA system for which Google privacy policy i service terms and conditions apply.

  • Statement on storage and usage of personal data: commits to provide protection of personal data of customers, by collecting only the necessary, basic data on customers / users that are necessary to fulfill our obligations; informs customers on ways of usage of the collected data, regularly gives customers a choice about the use of their data, including the ability to decide whether or not to have their name removed from the lists used for marketing campaigns. All user data are kept securely and are available only to those personnel that require them to complete their obligations. All’s personnel and partners are responsible for following the privacy protection principles.

6. Unilateral contract termination

Buyer has right to terminate the purchase contract without any particular reason within 14 days from the day of the product delivery. Contract can be terminated by notifying the seller on
Return of purchased products on Seller’s address within 14 days of purchase is also considered as termination of the purchase agreement.
Return delivery expenses are covered by the customer. Packages sent to seller’s address with „cash on delivery“ fee included won’t be accepted.

In case of prior notification of the seller on contract termination, products must be returned to seller’s address within 14 days. Returned products must be undamaged, in original packaging and in complete quantity. If customer has recieved damaged or incomplete parcel from the seller, customer is obligated to initiate complaint procedure.

Seller will return funds for returned products within 14 days from recieving notification, any promotional codes and other special discounts won’t be returned. Funds will be returned to customer’s bank account.

7. Methods of Payment

On web shop purchased products can be payed using following methods:

  • Direct bank transaction
  • Cash on delivery Cash on delivery payment will be additionally charged 6 HRK on checkout.
  • Credit card payment using WS Pay (Diners, Maestro, Visa, Master, American Express, Discover, DinaCard)

WSPay is a secure on-line payment system, real-time payment, credit card and debit card payments and other payment methods. WSPay provides both buyer and seller with secure registration and transfer of entered card data, which is confirmed by the PCI DSS certification of WSPay system. WSPay uses SSL certificate of 256 bit encription and TLS 1.2 criptographic protocol as highest protection levels at data entry and transmission.

  • Currency conversion statement

All payments will be effected in Croatian currency. (HRK). The amount your credit card account will be charged for is obtained through the conversion of the price in Euro into Croatian kuna according to the current exchange rate of the Croatian 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.

8. Delivery

Delivery is performed by GLS courier service. Delivery fee is 35 kn for all orders up to 299kn delivered in Croatia. Products will be delivered within 2 to 5 working days from the day of order confirmation. For orders above 299kn delivery is free. Delivery fee will be calculated together with order summary before the order is confirmed by customer. Orders will be shipped within one working day. Buyer must check the condition of received parcel and reject damaged parcel. For all our shipments we use eco-friendly, completely biodegradable packaging. For deliveries outside of Croatia, delivery fee is calculated based on currently valid GLS price-list. For deliveries from our stock we use eco friendly, completely biodegradable packaging.

9. Rules on Cookies

Web shop uses cookies. kolačiće (eng. „cookies“). Cookies are small text files generated by web host which are stored on your computer by your web browser and their purpose is to provide better service and content to the user. They store certain information (eg. Language settings, web page settings, page registration settings, etc.) which can be reproduced at following visit to the web site (depending on their duration).

We use following types of cookies:

  • Kolačići neophodni za funkcionalnost web stranice

Certain cookies are mandatory for proper usage of this page and some of its basic functionalities. Without these cookies access to certain secure areas for eg. shopping cart isn’t possible. These cookies can’t be disabled. Purpose of these cookies is to recognize registered and logged user and to recognize parasitic users and potential attacks.

  • Optional cookies

These cookies are used to gather information about usage of this web page, with the purpose of improvement of content and user’s experience. Optional cookies include Google Analytics cookies (they keep track of visits and analyze success of web page and are only available to Seller as statistical data, without any personal data) and social network cookies (eg.Facebook) which enable users to share content through their own social network account.

In the event of first visit to the web page, user will be notified on cookies and consent for cookies will be requested. If user continues to browse the page, he has given consent to store cookies.

User can disable or limit cookie usage through the settings in his browser at any time. Please note that disabling cookies may affect the functionality and interaction with the website. We exclude any liability for any loss of functionality and/or quality of the content of the website in all cases of the choice of regulation of the receipt of cookies by the user.

10. Responsibility of the Seller

Seller will do everything in his power to ensure that data published on web page are valid and up-to-date. For any change in product characteristics, delivery date or price which takes place after buyer has confirmed his order but prior to order confirmation of the seller, seller will notify buyer on the changes and enable him to pass up the order. All photos of the products are symbolic, delivered product can differ from the picture on web shop.
All information on products and advices on this web page are for information only and are not replacement for proper medical care. Products are not meant to be used for diagnostic purposes.

11. Changes of General Terms and Conditions

Seller maintains right to change and/or supplement General Terms and Conditions on which buyers will be notified by their release on web page. Changes will be considered valid with the date of their publication on web page.


Zagreb, 10.07.2021. Damir Berta, Director