Terms of Purchase

Before submitting a payment request, the customer must accept these Terms of Purchase and the Privacy Policy. Personal data required for ordering, payment, delivery, complaints and support is processed in accordance with the Privacy Policy and the applicable laws of Bosnia and Herzegovina, together with any mandatory consumer-protection rules that may apply in the customer's country.

The purchase flow is product selection, cart review, contact and address entry, mandatory acceptance of the Terms of Purchase and Privacy Policy, payment-session creation, payment through Monri and the success page with the order number. We accept online payment by Visa, Mastercard and Maestro cards. Primary prices and all card charges are displayed and processed in Bosnia and Herzegovina convertible marks (BAM), while informative EUR amounts may also be shown using the official fixed CBBH rate of 1 EUR = 1.95583 BAM. The sales contract is considered concluded when the customer successfully completes payment and the seller records the transaction as approved. After approved payment, an invoice number and email confirmation are generated for the customer. If mandatory consumer law grants a right of withdrawal in the specific case, that right is exercised under the Returns & Refunds section.

We ship worldwide through express couriers and other logistics partners, including for example DHL, FedEx and BH Post, subject to availability for the destination in question. The estimated delivery period is up to 45 days from the recorded payment date, unless a different timeline is agreed for a particular order or a delay occurs outside our reasonable control. Shipping costs and any delivery limitations are shown to the customer before checkout or are additionally confirmed when required for a specific destination. The risk of accidental loss or damage passes to the customer upon delivery of the shipment. The customer is responsible for any customs duties, import charges, taxes and similar fees in the destination country unless expressly stated otherwise. Visible transport damage should be reported to the carrier and to us without delay, together with photos of the packaging and the product.

A customer who has a statutory right to withdraw from a distance contract may notify us of withdrawal within 15 days from receiving the product. The returned product should be sent back without undue delay, in a condition suitable for inspection of its nature, characteristics and functionality, together with all accessories and, whenever possible, in the original packaging. The right of withdrawal does not apply to products made or personalized to the customer's request, including engravings, dedications, dates, logos or personalized text plates. Return shipping costs are borne by the customer unless mandatory law provides otherwise or the return is approved due to our error. We process refunds within 14 days after we receive the returned product and verify its condition, using the same payment method originally used by the customer unless we expressly agree otherwise.

Complaints may be submitted through info@carnore.com or the contact form, together with the order number, a description of the issue and product photos where possible. We aim to respond as soon as possible and no later than 8 business days from receipt of a complete complaint request. If the complaint is justified, we may repair the product, replace it or issue a refund depending on the nature of the issue and the customer's applicable rights. If the complaint is justified, the seller bears the delivery and return costs; if the complaint is unjustified, those costs are borne by the customer.

The products are covered by a 36-month warranty from the date of purchase for manufacturing and mechanical defects arising under normal use. The warranty does not cover damage caused by improper use, dropping, impact or other mechanical force, improper installation, moisture, water, extreme temperatures, normal wear and tear, interventions by unauthorized persons or products modified after purchase. To make a warranty claim, the customer should contact info@carnore.com or use the contact form and provide the order number, a description of the issue and product photos where possible. After reviewing the request, we will provide further instructions for shipment or inspection of the product. If the warranty claim is justified, transport costs are borne by the seller; otherwise they are borne by the customer.

For support regarding an order, invoice, delivery, complaint or warranty, please contact us at info@carnore.com or +49 160 801 0108 on business days from 09:00 to 17:00. We aim to respond to inquiries as soon as possible, and to complaints no later than 8 business days after receiving a complete request.