Terms and Conditions of Business
Before using our website, we advise that you carefully read the terms and conditions outlined below. By continuing with an order on the Smartresidence.shop website, owned by Metra Trade d.o.o. (hereinafter referred to as the "provider, seller, or vendor"), you confirm that you are aware of and fully agree with the terms and conditions set forth below. Metra Trade d.o.o. reserves the right to modify the terms of the Smartresidence.shop website. Any changes to the terms will be binding on customers, and we recommend that you regularly review the terms of business.
1. General Terms of Business for Smartresidence.shop Website and Provider Information
These terms of business are prepared in accordance with consumer protection regulations, based on the recommendations of the Chamber of Commerce of Slovenia and international codes for online and electronic commerce.
The Smartresidence.shop website is intended for the presentation and sale of products and services to the user. The website is managed by:
Metra Trade d.o.o.
Vipavska cesta 17 B
5270 Ajdovščina, Slovenia
VAT ID: SI70792968
Registration Number: 8880093
VAT Payer: Yes
IBAN: SI56 6100 0002 6099 943, Delavska hranilnica d.d.
The website is designed to present and sell products and provide services to users.
A customer (user, client, or consumer) is any individual or legal entity that uses the Smartresidence.shop website to order services, products, or goods via the website.
By registering in the online store, the visitor obtains a username, which is their email address, and a password determined by the user. The username and password identify and associate the user with the entered data. By registering, the visitor confirms and guarantees that they are of legal age and fully capable of entering into a business contract. Upon registering, the visitor becomes a user and acquires the right to make purchases. By purchasing a product, the user becomes a customer.
The customer is bound by the terms and conditions valid at the time of submitting an online order.
These terms and conditions govern the operation of the Smartresidence.shop website, the rights of the user, and the relationship between the provider and the customer.
2. Personal Data and Legal Capacity
By submitting an online order, the customer declares that all the information provided is truthful and complete, that they are legally capable, and that there are no known obstacles preventing them from ordering and purchasing products on the Smartresidence.shop website.
Smartresidence.shop, in accordance with its privacy and security policy, collects only the basic data necessary to fulfil its obligations.
A person who places an order must be at least 18 years of age.
3. Information Availability
The provider commits to ensuring that the following information is always available to the user:
- Company identity details (company name, registered office, and registration number)
- Contact details (email, telephone, etc.) for quick and effective communication
- Information about key product or service characteristics, including after-sales services and warranties
- Information on product or service availability
- Terms of delivery (place and time of delivery)
- Payment methods
- Information about the validity of offers
- Information on withdrawal rights and conditions
- Information on the possibility of returning products and associated costs
- Information on the complaint process and contact details for handling user complaints
4. Product Offer, Delivery Time, and Collection
The product offer in the online store is frequently and quickly updated due to the nature of online business.
The delivery time for in-stock products is 2 to 4 business days for delivery addresses within Slovenia unless the postal service delivers later to specific addresses. For other products, the delivery time indicated for each product in the online store applies. Each product in the online store is accessible within a reasonable time frame.
The provider's delivery partner for shipments is **GLS Group**. The provider reserves the right to choose another delivery service if doing so will enable more efficient order fulfillment.
When placing an order, the user can select one of the following methods for receiving the products:
- Personal collection at the company’s office (in which case no shipping costs apply)
- Shipping, , where shipping costs are also charged
5. Payment Methods
The provider allows the following payment methods for purchasing products from the online store:
- Cash payment in the physical store upon collection of goods
- Credit card payment in the physical store upon collection of goods
- Advance payment by transferring the purchase price to Metra Trade d.o.o.'s account (IBAN: SI56 6100 0002 6099 943, Delavska hranilnica d.d.), based on an issued offer or pro forma invoice
- Credit or debit card payment through Stripe
Payment by credit or debit card is possible only if the payer’s details match the details of the cardholder. After successfully completing the order on the website, the buyer is redirected to Stripe's page, where they enter their credit card details and follow the instructions to complete the transaction.
Upon completing the data entry and confirming the purchase on the Stripe website, the buyer is redirected back to the online store, where the transaction status (successful or unsuccessful with a status code) is displayed.
In the event of an unsuccessful purchase, the customer is redirected back to the cart or checkout, where the cart contents remain available. The customer can choose another payment method and complete the purchase again. If the "Report Failed Transactions" option is enabled in the module settings, the module will send a report of the failed transaction to the website administrator.
6. Prices
The online price applies to all registered users of the Smartresidence.shop online store. Surcharges may apply depending on the selected payment method (see section 5).
All prices in the online store are listed in euros (EUR) and include VAT unless explicitly stated otherwise. Prices in the online store represent the price of products and do not include delivery costs. Prices are valid only for online orders placed through the online store.
All prices are valid at the time of order submission and do not have predefined validity, meaning they are valid until the next change. Despite exceptional efforts to ensure the most up-to-date and accurate information, there may be an error in the price. In the event of a price error, or if the price of a product changes during order processing, from the time of order submission to order confirmation, the provider will:
- Notify the customer (buyer) of the new prices, allowing the customer to change their order, cancel part or all of the order, or confirm the order with the new prices without any additional cost, or
- Allow the customer to cancel the purchase and offer a solution that is mutually beneficial.
Discounts cannot be combined!
Metra Trade d.o.o. reserves the right to require payment for goods in advance for orders of higher value before shipping.
7. Order and Purchase Process
Orders can be placed via the internet 24 hours a day, every day of the year. The consumer selects and orders products available on the website, categorized for ease of navigation. Products are ordered by filling out electronic forms.
Technical steps leading to the conclusion of a purchase contract:
During the purchase process, the user (buyer) has access to the following technical steps:
- Logging into the online store using an email address or username and password
- Searching for individual products in the store’s product offerings
- Selecting a product for purchase
- Adding the selected product to the shopping cart
- Specifying the quantity of the product in the shopping cart
- Reviewing the price of the selected product in the chosen quantity, including tax if applicable
- Selecting the delivery method for the product (see section 4)
- Selecting the payment method (see section 5)
- Reviewing the order with the selected delivery method and any applicable delivery charges
- Confirming and submitting the order, thereby completing the purchase
Technology enabling the identification and correction of errors before order submission:
Before submitting the order, the user (buyer) can easily and immediately:
- View and review the selected products added to the shopping cart
- View and review the price of individual products and the total price for the selected quantity of each product
- Modify the selected quantity of individual products and recalculate the new price for the modified quantity
- Remove selected products that the user does not wish to purchase from the shopping cart
- Calculate the applicable tax based on the tax rate for the selected product and its price (taxable base)
Before confirming the order, the user (buyer) can also:
- Change the selected delivery method for the product
- Change the selected payment method
- Review and confirm individual modifications
Order Accepted:
After the order is submitted, the user (buyer) receives an email notification from the seller confirming that the order has been received. Within one hour of receiving this notification, the user (buyer) has the opportunity to cancel the order without any consequences. Apart from the option to cancel, the user (buyer) cannot modify the contents of the order after submitting it. The user (buyer) can always access detailed information about the status and content of individual orders in their profile on the seller’s website.
Order Confirmed:
If the user (buyer) does not cancel the order, the order will proceed to processing. The seller will review the order, check the availability of the ordered products, and either confirm or reject the order with a valid reason. The seller may contact the user (buyer) by phone to verify details or ensure accurate delivery. Upon confirming the order, the seller will notify the user (buyer) via email about the expected delivery time. The purchase contract for the ordered products between the user (buyer) and the seller is irrevocably concluded at this stage (see section 11).
Goods Shipped:
The seller will prepare and dispatch the ordered products within the agreed timeframe and notify the user (buyer) via email. In this email, the seller will also inform the user (buyer) about the product return policy and provide contact information in case of complaints or delivery delays.
8. Validity of Promotional Offers
The duration of promotions is indicated in each promotional offer, and the offers may differ from one another. Promotional items are available until stock runs out.
9. VAT Payers
VAT-registered users are required to provide their VAT identification number when placing an order.
10. Customer Responsibilities
The buyer is obligated to check the accuracy of the information on the invoice and inform the seller of any errors within eight (8) days of receiving the invoice. Later claims will not be considered.
11. Purchase Contract
The seller will issue the buyer an invoice for the purchase of a product from the online store, providing a breakdown of costs.
The purchase contract (i.e., the first electronic notification regarding the order status) is stored electronically on the server of Metra Trade d.o.o. and is always accessible to the consumer upon request.
The purchase contract is concluded in the Slovenian or English language.
The purchase contract between the seller and the user (buyer) is concluded when the seller confirms the order (see section 7). From this moment onward, all prices and other conditions of the purchase are fixed and apply to both the seller and the user (buyer).
12. Invoices
Invoices are provided upon delivery and are not automatically generated. The invoice is created based on the order (i.e., the sales contract concluded remotely) and is tax-verified.
13. Right to Withdrawal and Product Returns
The consumer (this applies exclusively to individuals who acquire a product for purposes outside their professional activity) has the right to inform the seller within 14 days of receiving the product that they are withdrawing from the contract, without having to provide a reason for their decision. The withdrawal period begins one day after the consumer receives the product.
The consumer must notify the seller of their decision to withdraw by email: sales@smartresidence.shop.
The following form must be completed:
Link to the pdf document:
In case of withdrawal, the consumer must return the received product either by mail to the address Metra Trade d.o.o., Vipavska cesta 17B, 5270 Ajdovščina, Slovenia, or in person to one of the seller’s pickup locations.
The consumer must return the product to the seller in undamaged and unchanged quantity unless the product is destroyed, damaged, lost, or its quantity has decreased without the consumer being at fault. The consumer is not allowed to freely use the product before withdrawing from the contract. The consumer is allowed to inspect and test the product to the extent necessary to establish its nature, characteristics, and functioning. The consumer is responsible for any reduction in the product’s value if such a reduction results from actions not necessary to determine the nature, characteristics, and functionality of the product.
The only cost incurred by the consumer in relation to the withdrawal from the contract is the cost of returning the products (which, in the case of shipping, is calculated according to the courier’s price list and depends on whether it is a parcel/package or a larger shipment). The product must be returned to the seller no later than 14 days after the withdrawal notice is sent.
The consumer does not have the right to withdraw from the contract in cases where the subject of the contract is a product that was made according to the consumer's precise instructions, which was customized to their personal needs, or which, due to its nature, is not suitable for return, is perishable, or has passed its expiration date. In cases where the product has been modified (cut) at the request of the consumer, the consumer does not have the right to withdraw from the distance contract. The option to withdraw from the contract is not available when purchasing equipment if the consumer has opened the security seal.
Withdrawal from the contract is not possible for:
- Goods or services whose price depends on fluctuations in the market that are beyond the company’s control and may occur within the withdrawal period;
- Goods that were made according to the precise instructions of the consumer and customized to their personal needs;
- Goods that, due to their nature, are not suitable for return, are perishable, or have a short shelf life;
- Services that were fully performed, provided that the performance began with the consumer's express prior consent and acknowledgment that they lose the right to withdraw from the contract once the service is fully performed;
- Sealed special items if the consumer unseals the product after delivery;
- Sealed goods that are not suitable for return for health or hygiene reasons if the consumer unseals the product after delivery or if the packaging is open or damaged;
- Goods that, due to their nature, are inseparably mixed with other items;
- Digital content that is not delivered on a tangible medium, provided that the performance of the service began with the consumer's express prior consent and acknowledgment that they lose the right to withdraw from the contract once the performance begins.
Refunds of payments, including delivery costs (except for additional costs incurred due to choosing a delivery method that is not the most economical standard delivery offered by the company), will be made as soon as possible and no later than 14 days from the receipt of the withdrawal notice. The company will refund the consumer the received payments using the same payment method as used by the consumer (which is most commonly a payment to the bank account), unless the consumer expressly requested the use of another payment method and provided that the consumer and seller do not incur any costs as a result.
When withdrawing from a contract where a bonus, discount code, or promotional code was used, these means are considered as discounts and will not be refunded to the user. The user will only be refunded the paid amount. A gift voucher is treated as a payment method when withdrawing from a contract, and it will be returned to the user as a gift voucher, while the paid amount will be returned to the user.
In exceptional cases where the items are not returned in accordance with the Consumer Protection Act (ZVPot), the consumer may be offered a buyback of the item with appropriate compensation, which will be determined by a written record upon the return. The buyback at a reduced value will be considered upon confirmation from the consumer via email. The consumer may use the aforementioned compensation exclusively when ordering another item of the same or higher value.
The right to a refund in the event of warranty claims and material defects is governed in detail by the provisions of the Consumer Protection Act.
14. Damaged, Destroyed, or Lost Shipment
From the moment the seller hands over the shipment containing the ordered products to the postal service, the seller is no longer responsible for any cases of physical damage, destruction, or loss of the shipment, nor for missing content within the shipment or any signs of tampering (e.g., visible damage to the packaging). In all such cases, the user must initiate the complaint process with the postal service provider, GLS Group, or with the seller upon prior agreement. The user must bring the shipment, in the same condition as it was received, to the nearest postal office and fill out a complaint form. The user must also notify the seller by contacting the email address: sales@smartresidence.shop.
15. Product Complaints and Warranty
Complaints about products with defects or warranty claims will be handled in accordance with applicable laws and the terms of sale for goods and services.
Users should report any product defects to the seller at the email address: sales@smartresidence.shop.
Products come with a warranty if specified on the invoice or warranty card. The warranty is valid as long as the instructions and conditions on the warranty card are followed, and the original invoice is provided. The warranty period is stated on the warranty card or invoice. Information about the warranty is also provided in the product presentation on the online store. If no warranty information is available in the online store, the product does not carry a warranty.
The user (buyer) may enforce their warranty rights through the seller or directly through the product manufacturer or its authorized service provider. The buyer can enforce the warranty with the warranty card and the invoice. The manufacturer or its authorized service provider is obligated to perform warranty repairs within the warranty period from the date the product was received for repair, or otherwise replace the product with a new equivalent product in perfect condition. Metra Trade d.o.o. ensures that warranty servicing is carried out only by authorized service providers.
Metra Trade d.o.o. transfers the manufacturer's warranty to the end customer for defects in workmanship and materials. The warranty applies only to new products delivered to the first end customer by Metra Trade d.o.o. or an authorized dealer and lasts for one (1) year from the date of purchase by the first end customer. The warranty for spare parts provided by Metra Trade d.o.o. or an authorized dealer is ninety (90) days if installed by an authorized service provider. During the warranty period, the authorized service provider will repair (or at its discretion replace) parts covered by the warranty that are found to be defective, provided they are returned to the authorized service provider properly packaged, along with the name, address, and telephone number of the end customer, a description of the defect, and proof of the date of purchase (invoice or warranty card).
The warranty does not cover defects caused by misuse, external factors (e.g., impacts, vibrations, chemicals, moisture, dust, extreme temperatures, harmful radiation, improper electrical wiring, lightning strikes), or as a result of repairs or replacements not performed by an authorized dealer or service provider. Wear and tear is also not covered by the warranty. The warranty is void if the buyer fails to fulfill their obligations. Investigation costs and any corrections must be borne by the buyer if it is determined that the buyer's warranty claim pertains to a defect not covered by the warranty or if the warranty period has expired and the product is in good condition.
Metra Trade d.o.o. does not assume any warranty responsibility for software support of any kind (including associated manuals and documentation), particularly for the quality, functionality, or suitability of the software. Under no circumstances shall Metra Trade d.o.o. or any member of its team be liable for any possible incidental, indirect, or direct damage. In particular, Metra Trade d.o.o. and its team assume no responsibility for lost data, including the cost of restoring data.
16. Material Defects
The consumer may enforce their rights related to material defects if they notify the seller of the defect within two months from the day the defect was discovered. In the notice of the defect, the consumer must describe the defect in detail and allow the seller to inspect the product.
The seller is not liable for material defects on products that become apparent after two years from the date of delivery. It is assumed that a defect existed at the time of delivery if it appears within six months of delivery.
The consumer, who has correctly notified the seller of the defect, has the right to demand that the seller:
- Corrects the defect in the product or returns part of the paid amount proportional to the defect, or
- Replaces the defective product with a new, flawless product, or
- Refunds the full purchase price.
When is a defect considered material?
A defect is considered material when:
- The product does not have the features required for its normal use or for sale.
- The product does not have the features necessary for the specific purpose for which the consumer bought it, but which was known to the seller or should have been known to them.
- The product does not possess the features and qualities that were explicitly or implicitly agreed upon or prescribed.
- The seller has delivered a product that does not match the sample or model unless the sample or model was shown for informational purposes only.
How is the suitability of the product checked?
Suitability is compared with another flawless product of the same type, as well as with the manufacturer’s statements or the information provided on the product itself.
How is a material defect enforced?
The consumer must notify the seller of any material defect, including a detailed description, within the legally prescribed period and allow the seller to inspect the product.
The right to enforce a material defect is regulated more precisely by the provisions of the Consumer Protection Act.
Form for Reporting Material Defects:
Link to the pdf document:
17. Privacy Statement - Data Protection and Privacy Policy
Metra Trade d.o.o. establishes, maintains, and manages your personal data for the purpose of fulfilling or asserting rights arising from a contractual relationship, as well as for direct marketing purposes, only for as long as necessary to achieve the purpose for which the data was processed. After the purpose of the processing is fulfilled, we will delete your personal data or restrict access to it.
Personal data refers to all information used to determine the identity of the customer (e.g., name, surname, address, email address, etc.). Metra Trade d.o.o. guarantees the protection of personal data in accordance with the law governing the protection of personal data. The company also undertakes not to disclose the customer's personal data to third parties unless explicitly required by law or necessary to fulfill its obligations.
You can request, in writing or by phone, that we permanently or temporarily cease using your personal data for direct marketing purposes within 15 days of your request.
All customer data is strictly confidential and available only to employees who need it to perform their work. All employees of Metra Trade d.o.o. are responsible for complying with the principles of data protection.
Metra Trade d.o.o. is committed to ensuring the protection of customer personal data by collecting only the personal data necessary to fulfill its obligations. The data collected automatically through website visits that are not personal data (e.g., browser type, number of visits, visit duration, etc.) may be used exclusively for evaluating website traffic and improving its content and functionality.
Metra Trade d.o.o. uses appropriate technological and organizational measures to protect the transmission and storage of personal data and payments.
Credit card authorizations are processed in real-time with immediate verification of data with banks. Credit card details are not stored on the provider’s server.
The user is also responsible for their own security by ensuring the security of their username and password and providing proper software and antivirus protection for their computer.
18. Child Protection
Smartresidence.shop does not knowingly accept orders from individuals known or suspected to be minors without the explicit permission of their parents or guardians. Smartresidence.shop does not provide unrestricted access to products or services that are harmful to children.
Without explicit permission from parents or guardians, Smartresidence.shop will not collect personal data related to children, nor will it disclose data received from children to third parties, except to parents or guardians.
All communications intended for children will be appropriate for their age and will not exploit their trust, lack of experience, or sense of loyalty.
19. Marketing
Promotional emails must be clearly and unambiguously marked as promotional content. The sender must be clearly identifiable. The provider will unconditionally respect the user’s request not to receive promotional emails.
20. Copyright
The Smartresidence.shop website is owned by Metra Trade d.o.o. All rights reserved. The content on the website may include material that is copyrighted by third parties. Therefore, any redistribution of information from the website is permitted only with written approval from the owner.
We reserve the right to change the terms without prior notice.
21. Limitation of Liability
Metra Trade d.o.o. strives to ensure the timeliness and accuracy of the data published on its website. However, the characteristics of products, delivery times, or prices may change so quickly that the seller is unable to update the website accordingly. In such cases, the seller will notify the customer of the changes and allow them to cancel the order or exchange the ordered item.
Metra Trade d.o.o. is not responsible for the content of reviews or comments about products submitted by visitors. Metra Trade d.o.o. may review and reject reviews that contain obvious untruths, inappropriate content, or misleading information. The seller is not liable for any information contained in customer reviews and disclaims any liability arising from the information provided in reviews.
Metra Trade d.o.o. reserves the right to withdraw from a contract if a clear error is discovered (Article 46 of the Obligations Code). A clear error is considered an error in the essential characteristics of the item and all mistakes that are, by the norms of commerce or the intent of the parties, considered decisive, and that Metra Trade d.o.o. would not have confirmed or concluded the contract had it been aware of them. This includes obvious price errors.
Metra Trade d.o.o. is not responsible to the buyer or recipient if the technical capabilities of the buyer's equipment are insufficient for the proper use of the product. Additionally, Metra Trade d.o.o. is not liable if the buyer's or recipient's knowledge is insufficient for the product's use.
22. Complaints and Disputes
Smartresidence.shop respects current consumer protection legislation and strives to fulfill its duty to provide an effective system for handling complaints.
In the event of problems, the buyer can contact Smartresidence.shop via email at sales@smartresidence.shop. The complaint handling procedure is confidential.
Metra Trade d.o.o. acknowledges that the essential characteristic of consumer disputes is the disproportion between the economic value of the claim and the time and costs incurred in resolving the dispute. This is also the main reason why consumers often do not initiate disputes before the court. Therefore, Smartresidence.shop aims to do its best to resolve any disputes amicably.
Out-of-Court Settlement of Consumer Disputes
In accordance with legal regulations, Metra Trade d.o.o. does not recognize any provider of out-of-court consumer dispute resolution as competent to resolve a consumer dispute that could be initiated by a consumer under the Out-of-Court Settlement of Consumer Disputes Act.
Metra Trade d.o.o., as a provider of goods and services enabling online shopping within the Republic of Slovenia, publishes an electronic link to the platform for online dispute resolution (ODR) on its website. The platform is available to consumers at https://commission.europa.eu/live-work-travel-eu/consumer-rights-and-complaints_en.
This regulation stems from the Out-of-Court Settlement of Consumer Disputes Act, Regulation (EU) No 524/2013 of the European Parliament and of the Council on online dispute resolution for consumer disputes, and amending Regulation (EC) No 2006/2004 and Directive 2009/22/EC.
23. Changes to the Terms and Conditions of Business
The provider may modify and/or amend these Terms and Conditions of Business in the event of changes to legislation governing the operation of online stores, data protection, and other areas related to the operation of the Smartresidence.shop online store, or in the event of changes in its own business policy. The provider will inform users of such changes in an appropriate manner, such as through the website www.Smartresidence.shop.
Each modification and/or amendment to the Terms and Conditions of Business will take effect and apply eight days after being published. In exceptional cases where changes to the Terms and Conditions are necessary to comply with legal requirements, such modifications and/or amendments may take effect and apply within a shorter timeframe.
Users who do not agree with the modifications and/or amendments to these Terms and Conditions of Business must cancel their registration within eight days of the publication of the notice of changes and/or amendments. Otherwise, it is considered that the user accepts the changes, and no contrary evidence is permitted. Registration cancellation is done by submitting a written statement to the provider.
25. Help and Additional Questions
If you have any questions, we are available via email at sales@smartresidence.shop.
The Terms and Conditions of Business were adopted by the director of the provider in Ajdovščina on August 25, 2024.
We wish you a pleasant and rewarding shopping experience in our online store!