General terms and conditions

Each retailer, partner, or supplier (hereinafter referred to as the retailer) selling on Enaa provides a quality description of products and services, regular updating of offer data, publication of competitive prices and benefits for Enaa customers, and preparation of shipment and delivery of goods following the agreed conditions. Promotion and other activities necessary for the growth of business volume through Enaa are carried out independently and in agreement with the manager.

The retailer takes care of the competitiveness of the published offer and provides customers at Enaa with the same or better prices than other stores and its online store, which includes all possible benefits (free delivery, extended warranty, sale, etc.) or discounts (for regular customers, registered users, club memberships, loyalty rewards and similar).

The retailer undertakes to temporarily or permanently withdraw from the offers, which do not meet the conditions referred to in the previous paragraph.

The retailer is obliged to take into account the requirements of the manager when editing, both in terms of the quality of descriptions and graphic materials, as well as in terms of the names of departments and groups.

In case the retailer does not meet the requirements of the manager regarding the quality of the description, graphic materials, and in cases when the retailer does not take care of regular updating of offers and prices competitiveness for Enaa customers, the manager can immediately withdraw all or part of the retailer’s orders, as long as they are not following the manager’s instructions.

The manager ensures to the retailer that his offers will be displayed as part of Enaa’s offer in selected departments and groups and in the results of customer searches on Enaa, which shows offers according to its popularity (Enaa rating).

Price regulations and validity

The retailer can change offer prices on Enaa manually or via XML (CVC or XLSL options) data exchange. The change is valid from the moment the change is published on Enaa and does not apply to products already sold. The commercial conditions (margin or rebate) can be changed by the retailer with the prior written agreement of the manager. The retailer is obliged to warn the manager by e-mail about any major changes (discounts, promotions).

Delivery

The usual method of delivery is ‘’drop shipping’’ or direct delivery from the retailer’s warehouse through the manager, who arranges everything necessary for delivery to the customer’s address.

The retailer is obliged to take care of appropriate stocks of published offers and to ensure that the delivery is within the published deadlines.

Sales of services and digital certificates

Retailers can also offer customers gift vouchers for purchases of services (tourism, health, fitness, catering, etc.) e-services and purchases in the regular or online store of the retailer.

Gift certificates are usually € 10, € 20, € 50, € 100, €200 or € 500. The value of vouchers includes VAT.

Gift certificates for services can have any value.

The retailer can offer vouchers at full price or with certain discounts or various benefits when buying with vouchers. Discounts and benefits are not mandatory.

Gift vouchers can be redeemed with any purchase from the retailer. 

Notwithstanding the conditions set out above in this chapter, the retailers may link the redemption of vouchers to the purchase of a specific product or service or otherwise determine the conditions for the redemption of a gift voucher.

All vouchers are sold by the manager in his name and for his account, and it is considered that he sells only the voucher and not the products or services that the buyer can buy from the merchant with the voucher.

Buyers receive vouchers via e-mail.

Vouchers are transferable. Buyers can redeem vouchers by issuing an invoice to the bearer of the voucher with the deducted value of the voucher.

The managers deliver information on the sold vouchers to the retailer. The records of redeemed vouchers are kept by the retailer himself.

The retailer can offer vouchers with a certain discount or offer other benefits to the buyer of vouchers when redeeming them. Discounts and benefits are not mandatory.

Customer complaints

The manager will without any delay start resolving any complaint received the material error, warranty repair, return without explanation following Consumer Protection Act and similar. In this case, the contracting parties will pay special attention to ensuring the best customer experience. The retailer undertakes to respond to this notice as soon as possible, or within a period not exceeding two days.

If the retailer does not respond to the received complaint within the agreed deadline, the manager may decide on the justification of the complaint.

If the retailer submits a response or a proposal for a solution to the manager within the prescribed period, the manager will, in case of non-compliance with the assessment, repeat the resolution procedure and make a final decision on the justification of the complaint.

In case of disagreement with the manager’s decision that the complaint is justified, the retailer can provide a third option, preferably a judicial expert and the costs will be borne by the party who was wrong.

In the event of a justified complaint, the manager undertakes to contact the buyer and try to find a solution and, depending on the outcome of such conversation, if necessary, act following these conditions.

If no solutions are reached with the buyer, in case of justifies complaint, the retailer undertakes to provide and deliver another, the replacement product at his expenses as soon as possible and in no longer period as in eight days, as well as to compensate the manager for all costs arising.
In event of a justified complaint, the retailer undertakes to reimburse the manager for all incurred costs (e.g., storage, transport, etc.) and any damage, especially the reimbursement of the purchase price, if the sales contract with the buyer is terminated.

If the buyer exercises the right following the Customers Protection Act and terminates the already realized sales contract, the contracting parties agree that the manager is authorized to return the product to the retailer and demand a refund of the net price from the retailers.

Customer reviews

The manager allows customers to evaluate the offer and retailers, mainly, but not exclusively: descriptions, product quality, packaging quality, average delivery time, and compliance with delivery deadlines. The manager can publish the rating in the merchant’s offers, thus helping the buyer to choose the best offer.