03. Virtual Tour

• Effective Date: 01 January 2026
• Version: 1.0

These Terms of Sale govern the sale of products and services via the eBalkan Marketplace (eBM) platform in the “Home & Living” section. Please read them carefully before ordering.

1. ROLE OF EBM (MARKETPLACE CLAUSE)

The eBM platform functions as a hybrid system:

• Direct Sales: For certain digital products (e.g., Investment Reports), eBM is the direct seller.
• Intermediation (Marketplace): For most physical products (furniture, appliances, decor), eBM acts as a sales intermediary. This means the actual seller of the goods is our partner – the Vendor (e.g., furniture salon, importer), whose name is clearly indicated on the product page.
• Legal Relationship: By purchasing a product, you enter into a contractual relationship with the Vendor. eBM provides the technical platform, processes the payment, and provides first-level customer support, but the Vendor is responsible for the quality, conformity, and delivery of the goods.

2. PRICES AND VAT

• Currency: All prices are expressed in Euros (€).
• VAT: Prices include Value Added Tax (VAT) in accordance with the applicable rate in the Republic of Kosovo, unless otherwise indicated.
• Price Changes: eBM and Vendors reserve the right to change prices at any time. The price that was current at the time of order confirmation applies to ordered goods.
• Delivery Costs: The delivery price is not included in the product price (except for items marked “Free Delivery”) and will be clearly displayed in the cart before final payment.

3. ORDERING AND CONCLUDING THE CONTRACT

• An order is considered confirmed when you receive an email confirmation with an order number.
• In the event that the Vendor does not have the product in stock (system error), eBM will notify you within 24 hours and offer a refund or a replacement product.

4. PAYMENT METHODS

We offer the following secure payment methods:

• Credit and Debit Cards: (Visa, MasterCard) – payment is made via a secure partner bank processor STRIPE and PayPall. eBM does not store your card details.
• Cash on Delivery: Payment in cash to the courier upon receipt of the goods. This option may be limited for high-value furniture orders or custom-made products.
• Bank Transfer: Payment directly to the eBM account referencing the order number. Goods are shipped only after the payment is recorded.
• Installment Payment: [Optional] Possibility of paying in installments via partner bank credit cards (e.g., Starcard, Bonus Card).

SHIPPING POLICY

Goal: Transparency regarding deadlines and costs, especially considering the specific nature of furniture (bulky goods).

1. DELIVERY ZONE

• Primary Zone: We deliver throughout the entire territory of the Republic of Kosovo.
• Regional Delivery: For certain items, delivery to Albania and North Macedonia is possible. Costs and customs procedures for regional delivery are calculated separately upon request.

2. DELIVERY TIMES The delivery time depends on the type of product and is clearly indicated on each item’s page:

• In Stock: Delivery within 2 to 5 working days. (Small furniture, decor, appliances).
• Pre-order: For furniture produced according to buyer specifications or imported (e.g., sofas, kitchens), the delivery time is from 15 to 45 working days.
• Multiple Items: If you order multiple products with different delivery times, you can choose to have them arrive separately (which may increase the delivery price) or together when all are available.

3. DELIVERY PRICE Costs are automatically calculated based on weight and volume:

• Small Packages: Fixed price €3.00.
• Bulky Goods (Furniture): Price depends on dimensions.
• Free Delivery: For all orders over €400.00, delivery is free (except for special loads requiring a crane or special machinery).

4. DELIVERY METHOD (IMPORTANT NOTE FOR FURNITURE)

• Courier Service: Smaller packages are delivered by courier to your address.
• Furniture Delivery: For heavy and bulky items (corner sofas, wardrobes), standard delivery is made to the entrance of the residential building (building/house), to the point where the delivery vehicle can approach.
• White Glove Delivery: Carrying furniture into the apartment (upstairs) is not included in the standard price unless specifically agreed upon and paid for at the time of ordering.
• Receipt of Goods: The buyer is obliged to be present at the address at the agreed time.

REFUND & RETURN POLICY

Goal: Consumer protection while protecting Vendors from unjustified costs.

1. RIGHT OF WITHDRAWAL (RETURN OF GOODS) In accordance with the Law on Consumer Protection, you have the right to withdraw from the purchase within 14 days from the day of receipt of the goods, without stating a reason.

Return Procedure:

1. Fill out the “Withdrawal Form” on your profile or send us an email at [email protected].
2. The product must be unused, undamaged, and in the original packaging, with all accompanying parts and documentation.
3. The goods are returned to the Vendor’s address (which you will receive from our support).
4. Return Costs: Direct costs of returning the goods (postage) are borne by the Buyer, unless the reason for the return is our error (wrong or damaged item).
5. Refund: Money will be returned to you in the same way the payment was made, within 15 days of receipt and inspection of the returned goods.

Exceptions (When Return is NOT Possible): The 14-day right of withdrawal does not apply to:

• Goods produced according to specific buyer requirements or clearly personalized (e.g., sofa in a color/fabric chosen by the buyer from a catalog, custom-made kitchen).
• Products that have been unpacked and assembled (flat-pack furniture), if their value has been diminished thereby.

2. COMPLAINTS (DAMAGED OR WRONG GOODS) If you receive a damaged product, a product you did not order, or a product with a factory defect:

Who to Contact? Although the Vendor is the owner of the goods, report all complaints to the eBM Platform. We are your “single point of contact” and we will resolve the issue with the Vendor on your behalf.

Complaint Procedure:

1. Inspection upon Delivery: Please inspect the package in front of the courier. If the packaging is visibly damaged, refuse receipt or make a damage report with the courier.
2. Reporting: If you notice damage after opening, report the problem to us within 48 hours of receipt, sending photos of the damage.
3. Solution: Depending on the agreement and type of damage, we offer:
   • Replacement for a new, correct item (at the Vendor’s expense).
   • Replacement of the damaged part (e.g., new wardrobe door).
   • Full refund.

3. WARRANTY For technical goods and certain pieces of furniture, the warranty provided by the manufacturer/Vendor applies. Warranty conditions and authorized service centers are listed in the warranty card you receive with the product. eBM mediates communication with the service center if necessary.

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