1. Scope

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The following Terms and Conditions (T&Cs) apply to all orders placed through our online shop by consumers and businesses.

A consumer is any natural person who enters into a legal transaction for purposes that are predominantly outside their trade, business, or professional activities. A business is a natural or legal person or a partnership with legal capacity that, when entering into a legal transaction, acts in the exercise of its trade, business, or professional activities.

For businesses: If the business uses conflicting or supplementary general terms and conditions, their validity is hereby rejected. They will only become part of the contract if we have explicitly agreed to them.

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2. Contractual Partner, Conclusion of the Contract, Correction Options

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The purchase contract is concluded with MTL Crafts d.o.o.

The presentation of products in the online shop does not constitute a legally binding offer but an invitation to order from our online catalog. You can add our products to the shopping cart without obligation and correct your entries at any time before submitting your binding order by using the correction tools provided and explained during the ordering process. By clicking the order button, you are submitting a binding offer for the products contained in the shopping cart. Confirmation of receipt of your order will be sent via email immediately after the order is placed.

We accept your offer within two days by:

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• sending a declaration of acceptance in a separate email, or

• initiating the payment transaction via our payment service provider or the selected payment method. The time of the payment transaction depends on the selected payment method (see "Payment" for details).

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The applicable alternative depends on which of the above events occurs first.

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3. Contract Language, Contract Text Storage

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The language(s) available for concluding the contract: German, English.

We store the contract text on our systems; however, it is not accessible to you.

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4. Delivery Terms

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4.1 Delivery Area

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We deliver within Bosnia and Herzegovina. Deliveries to EU countries are not available.

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4.2 Shipping Costs

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In addition to the stated product prices, standard shipping costs will be added. These depend on the packaging dimensions of the respective product:

The shipping price is determined individually based on the size and weight of the product.

Detailed information about packaging dimensions can be found in the product listings.

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4.3 Delivery Options

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We ship products to the delivery address provided during the ordering process.

You also have the option to collect your order at Poljomed, Pilanska bb, 78000 Banja Luka, Bosnia and Herzegovina, during the following business hours: Monday to Friday, 8:00 AM to 5:00 PM, excluding public holidays. Please notify us at least two business days before your pickup so that we can prepare the goods from our warehouse.

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4.4 Delivery via Freight Forwarder

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Appointment Scheduling

For deliveries via freight forwarder, the forwarding company commissioned by us will contact you to arrange a delivery appointment.

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Delivery Location

The delivery of goods includes transport and unloading at the first public curbside of the agreed delivery address. Delivery does not include transporting goods to specific rooms, assembly, or installation of the ordered goods unless expressly agreed otherwise.

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Required Local Conditions

Delivery via freight forwarder is only possible if the delivery address can be reached by motor vehicles with a permissible total weight of 10 tons via public roads with a minimum width of 3.05 meters, without any further official or civil restrictions.

The product must be transportable to the agreed delivery location (including through doors, stairs, staircases, etc.) by two people. Information about the packaging dimensions can be found in the product listings.

If any of the above conditions are not met or if you have doubts, please contact us by phone before placing your order.

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Recipient Cooperation

Unloading and, if necessary, subsequent transport of the goods to the agreed delivery location are carried out jointly by the freight driver and the recipient. Information about the packaging dimensions can be found in the product listings.

For merchants: Contrary to the previous sentence, the recipient is responsible for unloading and, if necessary, subsequent transport of the goods to the agreed delivery location.

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5. Payment

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The following payment methods are generally available in our shop:

 

PayPal

To pay the invoice amount via the payment service provider PayPal (Europe) S.à r.l. et Cie, S.C.A, 22-24 Boulevard Royal, L-2449 Luxembourg ("PayPal"), you must be registered with PayPal, authenticate with your login details, and confirm the payment instruction. The payment transaction is carried out by PayPal immediately after placing the order. Further information can be found during the order process.

PayPal may offer additional payment methods to registered customers selected at its discretion. We have no influence over these additional options, as they are managed by PayPal. These payment methods relate solely to your legal relationship with PayPal. For more details, please refer to your PayPal account.

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6. Right of Withdrawal

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You are entitled to the statutory right of withdrawal as described in the cancellation policy.

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7. Transport Damage​​​​​​​

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For Consumers: If goods are delivered with obvious transport damage, please report such issues to the delivery service as soon as possible and contact us immediately. Failure to file a complaint or contact us does not affect your statutory rights, including warranty claims, and their enforcement. However, by notifying us, you help us assert our own claims against the carrier or transport insurance.

For Businesses: The risk of accidental loss or deterioration passes to you as soon as we hand over the goods to the shipping company, carrier, or other person or institution designated to carry out the shipment.

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8. Warranty and Guarantees

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8.1 Defect Liability Rights

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Unless expressly agreed otherwise below, the statutory defect liability law applies.

The following limitations and shortened timeframes do not apply to claims arising from damages caused by us, our legal representatives, or agents:

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• in cases of injury to life, body, or health,

• in cases of intentional or grossly negligent breaches of duty or fraudulent intent,

• in cases of breach of essential contractual obligations, the fulfillment of which enables the proper execution of the contract in the first place and upon which the contractual partner regularly relies (cardinal obligations),

• within the scope of a guarantee promise, if agreed, or

• where the scope of the Product Liability Act applies.

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Restrictions for Businesses

For businesses, only our own statements and the manufacturer's product descriptions that have been included in the contract are considered agreements on the quality of the goods. We accept no liability for public statements by the manufacturer or other advertising claims. For businesses, the limitation period for defect claims for newly manufactured goods is one year from the transfer of risk. This does not apply to goods that are typically used for a building and have caused its defectiveness.

The statutory limitation periods for recourse claims under § 445a BGB remain unaffected.

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Notice to Merchants

For merchants, the inspection and notification obligations under § 377 HGB apply. If you fail to provide the required notification, the goods are deemed approved, unless the defect was not recognizable during the inspection. This does not apply if we have fraudulently concealed a defect.

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8.2 Guarantees and Customer Service

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Information about any applicable additional guarantees and their exact terms can be found with the respective product and on specific information pages in the online shop.

Customer Service: You can reach our customer service for questions, complaints, and issues on weekdays from 9:00 AM to 6:00 PM at +387 66 993 614 or via email at info@mtlcrafts.de

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9. Liability

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We are fully liable for claims arising from damages caused by us, our legal representatives, or agents in the following cases:

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• in the event of injury to life, body, or health,

• in cases of intentional or grossly negligent breaches of duty,

• under guarantee promises, if agreed, or

• where the scope of the Product Liability Act applies.

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In the event of a breach of essential contractual obligations (cardinal obligations) - obligations whose fulfillment is necessary for the proper execution of the contract and upon which the contractual partner regularly relies - due to slight negligence by us, our legal representatives, or agents, liability is limited to the foreseeable damages typical for such contracts at the time of conclusion.
All other claims for damages are excluded.

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10. Dispute Resolution​​​​​​​

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The European Commission provides a platform for online dispute resolution (ODR), which you can find here. We are neither obligated nor willing to participate in a dispute resolution procedure before a consumer arbitration board.

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11. Final Provisions​​​​​​​

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If you are a business, German law applies, excluding the UN Convention on Contracts for the International Sale of Goods (CISG).

If you are a merchant as defined by the German Commercial Code (HGB), a legal entity under public law, or a special fund under public law, the exclusive place of jurisdiction for all disputes arising from contractual relationships between you and us is our registered business location.