Note: This English text is a translation provided for convenience. The agreement is governed by the law of the Republic of Serbia, and in case of any discrepancy the Serbian version prevails.

1. Company details

EKOSAN d.o.o.

  • Name: EKOSAN d.o.o.
  • Address: Batajnički drum 13. deo br. 7, 11080 Belgrade-Zemun, Serbia
  • Company registration number: 20123456
  • Tax identification number (PIB): 104567890
  • Phone: +381 11 440 20 80
  • Email: office@ekosan.co.rs
  • Official website: https://ekosan.co.rs

2. General provisions

These terms of use govern the use of the website ekosan.co.rs (hereinafter: the „Website"), owned and operated by EKOSAN d.o.o. of Belgrade (hereinafter: the „Company").

By using this website you accept these terms of use in full. If you do not agree with any part of these terms, please do not use our website.

3. Definitions

  • Website - the website ekosan.co.rs
  • User - a natural or legal person using the Website
  • Company - EKOSAN d.o.o., Batajnički drum 13. deo br. 7, 11080 Belgrade-Zemun
  • Products - goods and services presented on the Website

4. Products and prices

All product prices are shown in Serbian dinars (RSD) and include VAT, unless stated otherwise. The Company reserves the right to change prices without prior notice.

Product availability may change without notice. Should a product be unavailable, we will inform you as soon as possible.

5. Currency conversion statement

All payments will be made in the local currency of the Republic of Serbia – the dinar (RSD). For the informative display of prices in other currencies, the middle exchange rate of the National Bank of Serbia is used. The amount your payment card will be charged is expressed in your local currency, converted at the rate applied by the card organisations, which cannot be known to us at the moment of the transaction. As a result of this conversion, there may be a slight difference from the original price stated on our website.

6. Orders and payment

An order constitutes an offer to purchase products. All orders are subject to approval and product availability.

Payment is made through secure payment systems. We accept the following payment methods:

  • Payment cards (Visa, MasterCard, Maestro, DinaCard)
  • Bank transfer
  • Cash on delivery (where available)

7. Refund statement

In the case of a return of goods and a refund to a customer who previously paid by one of the payment cards, whether in part or in full, and regardless of the reason for the return, EKOSAN d.o.o. is obliged to make the refund exclusively through 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.

7.1. Refund process

  • Time frame: Refunds are processed within 3-5 business days from the approval of the request
  • Refund method: Funds are returned exclusively to the same card used for the payment
  • Currency: The refund is made in the same currency in which the payment was made (RSD)
  • Confirmation: The customer will be notified by email once the refund process is initiated

7.2. Conditions for a refund

A refund may be initiated only in the following cases:

  • Return of goods in accordance with our complaints policy
  • Cancellation of an order before dispatch
  • An error in payment processing
  • Unavailability of a product after the order has been confirmed

8. Complaints policy

How to submit a complaint

A customer may submit a complaint in the following ways:

  • Email: office@ekosan.co.rs with the subject "REKLAMACIJA"
  • Phone: +381 11 440 20 80 (working days 09:00-17:00)
  • By post: EKOSAN d.o.o., Batajnički drum 13. deo br. 7, 11080 Belgrade-Zemun
  • In person: at the company address (by prior arrangement)

A complaint must contain: the customer's first and last name/company name, phone number, email address, order number, a description of the problem and photographs of the product (where relevant).

Response deadline: The Company undertakes to respond to a complaint within 8 days from the day it is received.

You have the right to return a product within 14 days from the day you took delivery of it, in accordance with the Consumer Protection Act.

The product must be in its original condition and packaging. The cost of the return may be borne by the customer, except where the Company is at fault.

9. Protection of user privacy

EKOSAN d.o.o. undertakes to collect, process, use and store all personal data of users in accordance with the Personal Data Protection Act ("Official Gazette of the RS" no. 87/2018) and other applicable regulations.

  • Personal data is used solely for the purpose of performing the sales contract
  • Data is not shared with third parties, other than with processors necessary to fulfil an order (courier service, bank) and to measure advertising, in the manner described in section 9.4.
  • Technical and organisational data protection measures are in place
  • The user has the right to access, correct and delete their data

For any questions about privacy, contact us at: privacy@ekosan.co.rs

9.1. Data collection

We collect the following types of personal data:

  • Basic identification data (first name, last name, email, phone)
  • Address details for delivery
  • Purchase and order data
  • Technical information about the use of the website (IP address, browser type)
  • Data about the source of your visit (campaign parameters from the link, ad click identifier, the website you came from)

9.2. Purpose of data use

We use your personal data to:

  • Process and fulfil orders
  • Communicate with you about your order
  • Provide customer support
  • Improve the quality of our services
  • Meet legal obligations

9.3. Data retention

We retain personal data:

  • For the duration of the business relationship
  • After the relationship ends - in accordance with statutory retention periods
  • Until consent is withdrawn (where that is possible)

9.4. Analytics and measuring advertising performance

To measure website traffic and the performance of advertising campaigns, we use third-party tools:

  • Google Analytics 4 and Microsoft Clarity – traffic statistics and how the website is used
  • Meta Pixel (Meta Platforms Ireland Limited) – measuring the results of advertisements on Facebook and Instagram
  • Google Ads (Google Ireland Limited) – measuring conversions from Google advertisements

Purchase data. When an order is successfully completed, the following purchase data is sent to these services: order number, total amount, currency and the list of ordered products. The purpose is to attribute the sale to the corresponding campaign. This data does not contain your name, address or the content of your messages.

Enhanced conversions. Along with the purchase data, your email address and phone number are forwarded to Google, exclusively in hashed form (SHA-256). Hashing is one-way – the original data cannot be reconstructed from the hash. The purpose of the processing is solely to establish whether the purchase resulted from an advertisement. The legal basis is the controller's legitimate interest in measuring advertising performance, and you may object to this processing in accordance with section 12.

Source of the visit. Together with the order, we record how you reached the website (campaign parameters from the link, the ad click identifier, the website you came from and the page on which the visit began). We keep this data in our database for internal analysis of the performance of our sales channels and do not forward it to third parties.

How to limit this tracking. You can limit the use of analytical and marketing cookies in your browser settings, as well as through the ad settings in your accounts with the service providers (Google – „Ad settings", Meta – „Ad preferences" within your account). Disabling these cookies does not affect your ability to make a purchase on the website.

10. Protection of confidential transaction data

EKOSAN d.o.o. uses the most advanced technologies to protect payment transaction data:

  • SSL encryption: All data is transmitted over an encrypted connection
  • PCI DSS compliance: Compliance with international security standards
  • 3D Secure protocol: Additional authentication for cards
  • Tokenisation: Card data is not stored on our servers

Authorised payment processors: We use only certified payment processors that adhere to the highest security standards.

Monitoring: All transactions are continuously monitored in order to detect suspicious activity.

10.1. Security protocols

  • SHA-256 hash verification for data integrity
  • Two-factor authentication for administrative access
  • Regular system security testing
  • Secure storage of transaction logs

10.2. User responsibilities

The user is responsible for:

  • Keeping their access credentials confidential
  • Using secure internet connections
  • Keeping their contact details up to date
  • Reporting suspicious activity immediately

11. Cookies

Our website uses cookies to improve the user experience:

  • Necessary cookies: Required for the basic functioning of the website
  • Analytical cookies: Help us understand how users use the website
  • Functional cookies: Remember your preferences
  • Marketing cookies: Set by Google and Meta in order to measure advertising performance and display more relevant advertisements (see section 9.4)

12. Your rights

In accordance with the law, you have the following rights:

  • Right of access: You may request a copy of your personal data
  • Right to rectification: You may request the correction of inaccurate data
  • Right to erasure: You may request the deletion of your data
  • Right to restriction: You may restrict the processing of your data
  • Right to portability: You may request the transfer of your data to another service provider
  • Right to object: You may object to the processing of your data

13. Changes to the terms

The Company reserves the right to amend these terms of use at any time. Amendments take effect upon publication on the website. You will be notified of significant changes by email.

14. Dispute resolution

All disputes will be resolved by agreement. Should an amicable resolution not be possible, the court in Belgrade has jurisdiction.

15. Applicable law

These terms of use are governed by the law of the Republic of Serbia.

16. Contact information

For any questions regarding these terms you can contact us:

General enquiries:

  • Email: office@ekosan.co.rs
  • Phone: +381 11 440 20 80

Data protection:

  • Email: privacy@ekosan.co.rs
  • Complaints: office@ekosan.co.rs

Address:

EKOSAN d.o.o.
Batajnički drum 13. deo br. 7
11080 Belgrade-Zemun
Republic of Serbia

Last updated: 15.10.2026