Contract offer

Full name of the legal entity: D.O.O Lumore

Postal address: Arsenija Carnojevica 10, Local 6, 24000 Subotica

Activity and activity code: 4791 - Retail trade by mail order or via the Internet

Registration number: 21927066

Tax number (PIB): 113794866

Website: lumore.rs

Contact phone: 024/410643

Contact e-mail:

These General Terms of Sale govern the relationship between D.O.O Lumore (the “Seller”) and individuals purchasing goods through the online store lumore.rs (the “Buyer”). By placing an order, the Buyer confirms that they have read and accepted these Terms.

Age restriction

The products offered are intended solely for adults. By placing an order, the Buyer confirms that they are at least 18 years old and entitled to enter into a contract of sale. The Seller reserves the right to request age verification in case of reasonable doubt.

Placing an order and formation of the contract

The Buyer selects products, adds them to the cart and submits an order through the online store. Before confirming, the Buyer must check the selected products, quantity, order total, delivery details and contact information. Submitting an order constitutes the Buyer’s offer to conclude a contract of sale. The contract is deemed concluded once the Seller confirms the order by electronic means or begins to fulfil it. An automatic acknowledgment of receipt does not always constitute final acceptance of the order.

Order verification and cancellation

To prevent fraud and errors, the Seller may verify the accuracy of the information provided (confirming the phone number, checking the delivery address and other data required to fulfil the order). If an order cannot be confirmed, shows signs of fraud or abuse, or contains inaccurate data, the Seller may cancel it and notify the Buyer.

Changes to the Terms

The current version of these Terms is published on the online store’s website. Changes apply to orders placed after the new version is published. Orders already confirmed are governed by the Terms in force at the time of ordering.

Electronic communication

The Buyer agrees to the use of electronic means of communication: e-mail, notifications on the website and other available channels.

Prices and tax

All prices are stated in dinars (RSD) and include VAT as required by law. Before confirming the order, the Buyer is shown the price of the goods, the delivery cost and any additional charges (where applicable). There are no hidden costs.

Payment

Payment is made using the methods available at checkout. For card payments, processing is carried out through the bank’s secure payment system. Card data is transmitted in encrypted form, is not stored in the D.O.O Lumore system, and is processed directly by the payment operator.

Currency transactions

Payment is made in dinars (RSD). Display of prices in other currencies is informational. The actual amount charged in a foreign currency depends on the exchange rate applied by the Buyer’s bank or payment system.

Delivery

Delivery is made using the method selected at checkout. • Orders of 4,000 RSD or more — free delivery. • Orders under 4,000 RSD — delivery cost is calculated according to the carrier’s tariff. Carriers used: GLS; Post Express (Pošta Srbije). Delivery time depends on the chosen carrier and on circumstances beyond the Seller’s control.

Discreet packaging

All shipments are packaged to preserve the privacy of the purchase: in protective packaging, without any indication of the contents, in opaque outer packaging. The fee for discreet packaging is 149 RSD and applies to all orders with delivery. No such fee applies to purchases made directly in the physical store.

Damage during delivery

Until the goods are handed over to the Buyer, the risk of accidental damage is borne by the Seller; any settlement with the carrier is handled by the Seller. Damage limited to the outer shipping packaging that does not affect the condition, completeness or functionality of the goods is not considered a defect. The Buyer is advised to inspect the parcel on delivery and, if there is visible damage, to record it with the carrier.

Product Descriptions

D.O.O Lumore strives to describe all products as accurately as possible. However, D.O.O Lumore does not guarantee that all product information is 100% accurate, complete, reliable, and error-free. If the product you purchased differs from the information provided on the site, you can return it in unused condition, and we will refund your money. The complaint will not be accepted in the case of a defect resulting from improper use.

Product authenticity

D.O.O Lumore sells only original products sourced through official supply channels.

Right of withdrawal within 14 days

The consumer has the right to withdraw from a distance contract within 14 days of receiving the goods, without giving reasons, by completing the “Withdrawal Form”. The goods must be returned no later than 14 days from the date the form is sent. The direct cost of returning the goods is borne by the Buyer, unless the law provides otherwise. The Buyer is liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

Exceptions to the right of withdrawal

The right of withdrawal does not apply to sealed goods which are not suitable for return for reasons of health protection or hygiene if they were unsealed after delivery. This limitation applies only to withdrawal without giving reasons and does not affect the Buyer’s rights in the event of a confirmed defect.

Refunds

Refunds are made using the same means of payment used for the purchase, unless the parties agree otherwise. For cash-on-delivery payments, the refund is made to a bank account provided by the Buyer. The Seller may withhold the refund until it has received the returned goods.

Complaints and non-conformity

The Seller is liable for the conformity of the goods for 2 years from the date of delivery. The Buyer shall notify the Seller of any defect within 2 months of discovering it, providing a description of the problem, order details and proof of purchase. The inability to provide the original packaging cannot be a condition for handling the complaint. The Seller will respond to a complaint within 8 days, and the deadline for resolving an accepted complaint is up to 15 days (up to 30 days for certain categories of goods). To determine the cause of a defect, the goods may be sent to the manufacturer or an authorized service for expert assessment; the final decision on the complaint is made by the Seller, taking that assessment into account. If, for objective reasons (including the time required for expert assessment), the complaint cannot be resolved within the deadline, the Seller will inform the Buyer, state a new deadline and, with the Buyer’s consent, extend the resolution period once. The Seller does not provide repair services. In the case of a confirmed manufacturing defect, non-conformity is remedied by replacement of the goods; if replacement is not possible, the Buyer is entitled to an appropriate price reduction or a refund with termination of the contract. Repair of used intimate products is not performed for hygiene reasons. If a complaint is rejected, the Seller will inform the Buyer of the option of out-of-court dispute resolution.

Conformity and manufacturer’s guarantee

The statutory liability for conformity applies for 2 years for all new goods, regardless of the existence or duration of any manufacturer’s guarantee; this right is established by law and cannot be limited. In addition, a commercial manufacturer’s guarantee is provided for some products; it applies alongside the statutory liability and neither replaces nor limits it. The duration of the manufacturer’s guarantee depends on the brand: for most products it is 1 year. The exact term and conditions are stated in the warranty document or on the product page.

Cases in which a complaint is not accepted

The Seller is not liable for defects arising from: improper use; failure to follow the manufacturer’s instructions; self-repair or modification of the product; mechanical damage occurring after receipt; improper storage; failure to observe hygiene requirements; or normal wear and tear.

Use of products

The Buyer must use the products in accordance with the manufacturer’s instructions and their intended purpose. D.O.O Lumore does not guarantee any individual result of use, as it may depend on the personal characteristics of the user.

Limitation of liability

To the extent permitted by law, the liability of D.O.O Lumore is limited to direct, proven damage. The Seller is not liable for indirect losses, loss of profit or the consequences of improper use of the product. This limitation does not apply where liability is mandatory by law.

Force majeure

The Seller is not liable for delays or failure to perform its obligations due to circumstances beyond its reasonable control, including the actions of carriers, disruptions in banking systems, technical failures, decisions of state authorities and extraordinary events.

Order records

The Seller keeps electronic records of orders and related transactions in accordance with the legislation of the Republic of Serbia.

Personal data

Personal data is processed in accordance with the legislation of the Republic of Serbia on the protection of personal data and the online store’s Privacy Policy. Data is used solely for processing orders, delivery, payment and fulfilling legal obligations.

Intellectual property

All content published on this website, including pages, design elements (buttons, icons, etc.), texts, photographs, logos, audio recordings, and software, is the property of lumore.rs or its partners and suppliers and may not be used without prior written consent from lumore.rs. If you believe that any content on lumore.rs belongs to you and has been used without permission, please contact us so that we can review and resolve any intellectual property rights issues. All information available on this website is provided for informational purposes only. It may not be used for commercial purposes or shared with third parties without prior consent.

User account

The Buyer is responsible for keeping their account access details secure. The Seller may restrict access to or close an account in the event of a breach of these Terms, suspected fraud or unlawful use of the website.

Out-of-court dispute resolution

A consumer dispute may be resolved out of court. Information on the competent bodies is available on the portal of the Ministry of Trade (zastitapotrosaca.gov.rs). D.O.O Lumore undertakes to participate in the out-of-court dispute resolution procedure.

Governing law

These Terms are governed by the law of the Republic of Serbia. If any provision is found to be invalid, the remaining provisions remain in force.