Dear customers,
Welcome to our web shop.
Before you decide to purchase any of our items offered through distance selling (online), please carefully read the Terms and Conditions provided below. Familiarizing yourself with all the details, in addition to being a legal obligation in accordance with the Consumer Protection Act and the Code of Conduct for the sale of goods and provision of services in the Montenegrin market, is also our moral obligation to you. By adequately informing our customers, we create an environment of trust and professionalism that we have been building since our inception.
Your trust is very important to us, so please pay attention to the terms and conditions before each purchase, as they are subject to changes or amendments in line with legal regulations.
If you have any questions regarding the interpretation of these terms, please feel free to contact us via email at online@tenero.me.

The sale of products through the website is conducted by doo Tenero, through its business unit:
Address: Knjaza Danila 13/10, Podgorica
Email: online@tenero.me.
Phone: +382 67 168 050 Tax ID: 02247089
Bank Accounts: 520-7870-36 HB 510-1654-25 CKB 530-53403-48 NLB
You can view the list of our retail stores at https://www.tenero.me/en/locations

All personal data you voluntarily provide during online shopping is collected, processed, and used in accordance with the Personal Data Protection Act, solely to enable us to provide you with the products and services you desire, meet your requirements, or personalize our offer for you. Consent is considered valid only if the person giving consent has been previously informed about the processing of their data. We use your personal data for the purposes of remote contract formation, communication with you, sending notifications, issuing invoices, certain marketing and analytical purposes, and for our financial and accounting needs, all in accordance with applicable regulations. We will never misuse your personal data under any circumstances.

We take appropriate technical and organizational measures to protect against unauthorized and unlawful access to and processing of your personal data, including encryption of your information. We will retain your information as long as necessary to process your order, complete your payment, perform fund refunds, respond to complaints, or provide you with promotional information for which you have signed up.

The data we collect includes: First name and last name, email, delivery address (street, number, postal code, city, country), phone number.
Important: your payment card data is not stored in doo Tenero’s data collections.
You can change your personal information (provided during registration) at any time.
You can view the cookie notice at the bottom of the page.

User registration is not required for online shopping. Therefore, you have the option to choose whether or not to register. In any case, the data you provide is the same (as specified in the section: Information About You).
During registration, you are required to enter the following information: First and last name and email address.
Benefits of registration:
• You have your own user account/profile,
• Your order history is available, as well as a wishlist of products you may want to purchase in the future, depending on product availability,
• You do not need to enter your details with each purchase,
• If you agree, you will receive newsletters via email.

The first step in making a purchase is adding items to the cart. Once you finish selecting the items, the next step is payment. Please make sure that all mandatory fields are filled with the correct and required information.

After you receive an order confirmation (to the email address you provided), the remote contract between the seller and the buyer is considered concluded. Once the contract is concluded, it is no longer possible to change the order.

Note: All items displayed on our website are part of our offer, but it may happen that a particular item is unavailable at the time of ordering. If the ordered item is currently unavailable, the customer will be notified immediately, or at the latest within 2 working days from the order confirmation date.

All prices are expressed in euros (EUR). VAT is included in the price.
Prices are subject to change. Price changes cannot affect an order for which we have sent an order confirmation.
Note: Since the purchase is made via an electronic platform, we reserve the right to correct any errors, and it is possible that the sale price of a specific product at the time of concluding the contract is incorrectly displayed (obviously higher or obviously lower). In that case, the seller will immediately notify the buyer of the error, explain the reason for the mistake, and offer to cancel the contract. If the buyer still wants to keep the product, they may agree to pay the difference up to the correct price.

Payment for products on our platform can only be made using credit cards – VISA, Maestro, or MasterCard that support online payments. Payments by card are processed in cooperation with AllSecure doo and Hipotekarna banka, in a secure and certified manner through the AllSecure Payment Gateway, by simply entering the payment card details.

After entering the card details and confirming the payment, the bank authorizes the transaction, and the order is approved and proceeds with preparation for delivery. The amount will be reserved on your card (account) and will not be available for other uses.

The transaction will be completed, and the amount will be deducted from your account once the order is confirmed. If the payment is not completed, i.e., the amount is not deducted from the account within 14 days of accepting your order, the order will be canceled and deleted. After the 14-day period, the money reserved on your account will be released and will be available to you again. After that, you can repeat the same or a new order and make the payment related to it.

Please check with the bank that issued your card to see if your card supports online payments.

Note: All payments will be made in euros (€). If payment is made by credit cards issued by foreign banks, the transaction amount will be converted into the local currency of the cardholder according to the Visa/Mastercard exchange rate.

When entering payment card details, confidential information is transmitted over a public network in a protected (encrypted) form using the SSL protocol, applying the latest methods of tokenization of sensitive data, and in compliance with PCI-DSS standards. At no point are payment card details accessible to the merchant, i.e., Tenero doo.

3D Secure protection for all merchants and customers – AllSecure Payment Gateway uses the highest global standards for data protection and privacy. All merchants using the AllSecure Payment Gateway are automatically enrolled in 3D-Secure protection, ensuring secure purchases for customers. Customer card numbers are not stored in the merchant's system, and the data entry is protected by SSL encryption.

PCI DSS Standards – The AllSecure Payment Gateway is constantly aligned with all the requirements of card organizations to increase the security level for merchants and customers. Since 2005, the system has been continuously certified as PCI-DSS Level 1, which represents the highest standard in the industry. The PCI Data Security Standard (PCI-DSS) is a norm that defines necessary security measures for processing, storing, and transmitting sensitive card data. PCI standards protect sensitive cardholder data throughout the entire payment process: from the moment of data entry at the merchant’s point of sale, during communication between the merchant and relevant banks and card organizations, and the subsequent storage of that data.

When the customer's card data is TOKENIZED, at their request or by the merchant's decision (stored in a certified manner for later use), that data is stored on AllSecure PCI-DSS level 1 certified servers. Such tokenized card data is transmitted in a completely secure and certified manner. The merchant has no access to the card number or other sensitive data, and instead receives a reference number (token) that only they can use under the terms agreed with the customer. The customer can deregister a previously registered card, as well as change the details of a previously tokenized card.

We deliver exclusively within the territory of Montenegro. Delivery is free for all orders over 50€. For all orders under 50€, delivery costs 5€. Delivery is made by courier service within 2 to 5 business days. If you wish for the delivery to be on the same or at the latest the next day, you can contact us immediately after confirming the order at online@tenero.me and request that the items you selected be available for pickup at one of our retail locations. If you choose this option, please forward your request to the mentioned email immediately after receiving the order confirmation, so we can inform you which retail location you can pick up your shipment from. The delivery deadline starts once the order is confirmed. Shipments are delivered to the delivery address on business days from 08:00 to 16:00 hours and on Saturdays from 08:00 to 14:00 hours. Please ensure that someone is available at the address during this time to receive the shipment. The delivery is considered completed when the goods are received by the customer, which is confirmed by signing the receipt of the order. If delivery cannot be made due to force majeure (bad weather or unforeseen circumstances), we are obliged to contact you immediately, no later than the delivery deadline, by email or phone, and agree on a new delivery date.

According to the Consumer Protection Law, the merchant is obliged to deliver goods that are in conformity with the sales contract.

Delivered goods are considered in conformity with the contract if:
• they match the description provided by the merchant;
• they possess the characteristics necessary for a particular use for which the customer purchases them, which was known to the merchant or should have been known at the time the contract was concluded;
• they possess the characteristics necessary for regular use of goods of the same type;
• they possess the characteristics and properties explicitly or implicitly agreed upon or prescribed;
• in terms of quality and functionality, they meet the usual characteristics of goods of the same type that the customer may reasonably expect.

The customer is obliged to inform the merchant about the non-conformity of the goods with the contract immediately after noticing the non-conformity, but no later than within the legally prescribed period.

If the delivered goods are not in conformity with the contract:

the customer has the right to choose between requesting the non-conformity to be corrected by repair or replacement, and if repair or replacement is not possible,
• the customer has the right to request a price reduction or to terminate the contract, all in accordance with the Consumer Protection Law
• the merchant is obliged to carry out the repair at their own expense and within a reasonable time (considering the nature of the goods), but no longer than 15 days from the receipt of the complaint.

In the case of non-conformity of the goods with the contract, the customer should submit a complaint immediately after discovering the issue, or within the shortest period stipulated by the Consumer Protection Law, which can be downloaded in the Complaint/Claim section for purchased goods. The complaint should be sent to the email: online@tenero.me, and you will be notified of the further procedure within 8 days from the receipt of the complaint, in accordance with the law. According to the Consumer Protection Law, the customer does not have the right to terminate the contract if the non-conformity of the goods is insignificant.

According to the Consumer Protection Law, the consumer has the right to file a complaint regarding an incorrectly calculated price/invoice, as well as a complaint due to non-conformity. You can download the complaint form here.

If after delivery, the customer finds that the item is not suitable, they have the right to request an exchange. The exchange is only possible for a different size or another item of the same or higher price category.
In this case, it is necessary to contact us immediately via email at online@tenero.me, so we can check the availability of the desired size or the availability of the other item, after which you will receive further instructions. The deadline for the exchange is no later than 7 days from the day of delivery.
Note: When returning the goods, it is mandatory that the goods are returned in a proper and unused condition. “You are responsible for any decrease in the value of the goods resulting from handling them, except what was necessary to determine the nature, characteristics, and functionality of the goods.” Upon receiving the product, it will be determined whether the product is intact and undamaged. If it is determined that the defect or damage to the product was caused by the customer, the exchange will be refused, and the product will be returned to the customer. The costs associated with the exchange of the item are borne by the customer.

You have the right to unilaterally terminate this contract in accordance with the legal provisions relating to consumer protection.

In order to exercise this right, you must notify us of your decision to unilaterally terminate this contract immediately, and no later than within 14 days from the receipt of the product, on the Unilateral Termination Form, which you can download here.
Please submit the Unilateral Termination Form immediately — without delay, electronically to the email: online@tenero.me and no later than within the aforementioned period. You will be informed of the receipt and further instructions electronically.
The refund of the paid amount will be made immediately after the goods are returned to us, without delay, and no later than within 14 days from the day we were notified of the unilateral termination of the contract, provided that the goods are returned in good condition.
In the case of a refund to a customer who has previously paid by credit card (VISA, Maestro, or MasterCard), whether partially or in full, and regardless of the reason for the return, the refund will be processed exclusively via the same card that was used for payment. This means that our bank will initiate the refund to the cardholder's account at our request.
Return of goods in case of unilateral termination of the contract
In the case of unilateral termination of the contract, you are obliged to return the ordered goods that were the subject of the contract immediately, and no later than within the previously mentioned period. You can return the goods either directly to the retail location specified on your receipt or by mailing them back.
Note: You can find the name and address of the retail location on the fiscal receipt you received with your order. The cost of returning the goods is borne by the customer.
Customer's responsibility for the reduction in the value of goods
You are responsible for any decrease in the value of the goods resulting from handling them, except for what was necessary to determine the nature, characteristics, and functionality of the goods.
IMPORTANT: If you choose to unilaterally terminate the contract, please comply with the following requirements regarding the goods:
1. The customer must handle the goods in the same manner as they would in the retailer’s store, to the extent necessary to determine the nature, characteristics, and functionality of the goods.
2. The goods must be returned in their original, undamaged packaging.
3. Factory labels, as well as labels placed by the seller, must not be removed, damaged, or reattached.

If the above requirements are not met, the customer loses the right to terminate the contract, and in such a case, we are not obliged to accept the returned goods or process the refund.

When publishing the properties of items, we will provide all the information we receive from the supplier, but we are not responsible for any possible errors (incomplete information) made by the supplier, nor for any damages that may arise from this.

Images may differ from the actual product (color deviation or differences between the natural and photographic color), which does not affect the product specifications.

In case of a dispute, you can initiate its resolution before one of the bodies designated for resolving consumer disputes, in accordance with the Consumer Protection Act.

If the dispute cannot be resolved amicably, its resolution will be within the jurisdiction of the court.

A cookie is information stored on your computer by the website you visit. Cookies typically store your settings, preferences, or browsing data for the website, such as preferred language or address. Later, when you reopen the same website, your browser sends the cookies back to that site. This allows the site to recognize you and display information tailored to your needs. If you do not want our website to access your cookies, you can block them. Most web browsers allow you to block cookies through the browser settings. The list of cookies we use is as follows:

Dear customers, we kindly remind you that the terms and conditions, in accordance with the legal regulations, may be subject to changes. Therefore, please regularly check them to stay informed about the conditions of distance selling.

Best regards,
Tenero Ltd.

Last updated: September 18, 2024.