Legal Policies

The data controller responsible for your personal data is:

If you have questions about how we handle your personal data, please contact us at [email protected]. We aim to respond within 30 days.

We only collect personal data that is necessary, adequate, and relevant to the stated purpose (GDPR Art. 5 — data minimisation principle). We never sell your personal data to third parties.

We process your personal data only where a clear legal basis exists under GDPR Art. 6:

• Contract (Art. 6(1)(b)): Processing your order, shipping your goods, and managing returns.
• Legal Obligation (Art. 6(1)(c)): Retaining financial and tax records as required by the Croatian Accounting Act and the General Tax Act.
• Consent (Art. 6(1)(a)): Analytics tracking, marketing emails, and advertising cookies. You may withdraw consent at any time.
• Legitimate Interest (Art. 6(1)(f)): Fraud prevention, security measures, and retaining support correspondence to handle potential disputes.

We share your data only as necessary and only with trusted processors bound by data processing agreements (DPAs). We never sell your data.

Some of our service providers (Google, Meta) are based in the United States. All such transfers are governed by Standard Contractual Clauses (SCCs) approved by the European Commission under GDPR Art. 46. You can request a copy of the applicable SCCs from [email protected].

To exercise any of these rights, contact us at [email protected]. We will respond within 30 days.

We implement appropriate technical and organisational measures to protect your personal data, including:

• TLS/SSL encryption for all data in transit.
• Access controls limiting data access to authorised personnel only.
• Regular security assessments and software patching.
• Pseudonymisation where technically feasible.

In the event of a personal data breach likely to result in a risk to your rights and freedoms, we will notify the relevant authority within 72 hours and inform affected individuals without undue delay (GDPR Art. 33–34).

We do not make decisions based solely on automated processing that produce significant legal or similarly significant effects on you (GDPR Art. 22). If this changes, we will update this policy and seek your explicit consent where required.

We may update this Privacy Policy from time to time. When we make material changes, we will notify you by email (if you have an account) and update the ‘Last Updated’ date at the top of this document.

Cookies are small text files placed on your device when you visit a website. They help websites function correctly and allow website owners to understand how visitors use their site.

We use four categories of cookies. Strictly necessary cookies are placed without your consent as they are essential for the website to function. All other cookies require your prior, explicit, and informed consent.

When you first visit our website, you will be shown a cookie consent banner. You may:

• Accept all cookies — enables analytics, marketing, and retargeting.
• Reject non-essential cookies — only strictly necessary cookies will be placed.
• Customise your preferences — choose which categories to accept.

You can change your preferences at any time via the “Cookie Settings” link in the footer of our website.

• Google Privacy Policy: policies.google.com/privacy
• Meta Privacy Policy: www.facebook.com/privacy/policy

We are committed to offering environmentally responsible products. Any sustainability or eco-friendly claims we make are substantiated and accurate in accordance with EU Directive 2024/825, the Croatian Environmental Protection Act, and the upcoming EU Green Claims Directive.

We will not make vague claims such as ‘eco-friendly’, ‘green’, or ‘sustainable’ without specific, verifiable evidence. Third-party certifications (e.g., Ecocert, Fair Trade, FSC) are clearly displayed where applicable.

All prices are displayed in Euros and include applicable Croatian VAT (PDV) at the current standard rate of 25%, or reduced rates of 13% or 5% where applicable by law. VAT amounts are itemised at checkout.

We reserve the right to correct pricing errors. If a price error is identified before dispatch, we will contact you and offer the option to proceed at the correct price or cancel for a full refund.

A legally binding contract is formed between you and Ciel i co j.d.o.o at the moment we send you an Order Confirmation email. Before that point, you may cancel or modify your order.

We reserve the right to decline or cancel orders at our sole discretion (e.g., stock unavailability, suspected fraud) and will issue a full refund without undue delay.

We ship to France and EU member states. Estimated delivery times are displayed at checkout. Delivery times are estimates and do not constitute guaranteed delivery dates.

All shipments include tracking. If your parcel is delayed beyond the estimated delivery window, please contact us at [email protected] before taking further action.

In accordance with EU Directive 2011/83/EU, you have the right to withdraw from your purchase within 14 calendar days of receiving your goods, without giving any reason.

To exercise this right, email us at [email protected] with your order number and a clear statement that you wish to withdraw, before the 14-day period expires.

Refund Process: Once we receive and inspect the returned goods, we will process a full refund within 14 days of receiving the goods using the same payment method used for the original order.

Exceptions to the Right of Withdrawal (Art. 79 of the Croatian Consumer Protection Act — ZZP):

• Goods made to your personal specifications or clearly personalised.
• Goods which have been opened and unsealed after delivery where the seal is required for health or hygiene protection.
• Goods that have been mixed inseparably with other items after delivery.
• Perishable goods.
• Digital content once download has begun with your prior consent.

All goods sold are covered by the statutory two-year legal guarantee of conformity under the Croatian Consumer Protection Act (ZZP, Arts. 88–112), implementing EU Directive 2019/771.

If a product is non-conforming (faulty, not as described, or unfit for its intended purpose), you are entitled — at no cost to you — to choose between:

• Repair of the goods.
• Replacement of the goods with an identical or equivalent product.
• A full or partial price reduction, or full refund, where repair and replacement are impossible or disproportionate.

For the first 12 months, any non-conformity is presumed to have existed at the time of delivery (the burden of proof is on us, not you).

If you receive a faulty, damaged, or incorrect item, please contact us at [email protected] within a reasonable time with your order number and photos. In these cases, we will cover all return shipping costs and offer a replacement, repair, or full refund.

Nothing in these Terms limits or excludes our liability for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; any liability that cannot be excluded by Croatian or EU law.

Subject to the above, we are not liable for: indirect or consequential losses; loss of data or profits; losses arising from events outside our reasonable control (force majeure).

All content on our website — including text, images, logos, and product descriptions — is owned by or licensed to Ciel i co j.d.o.o. You may not reproduce, distribute, or use our content without prior written permission.

We hope to resolve any disputes amicably. Please contact us first at [email protected]. We aim to respond within 5 business days.

These Terms and Conditions are governed by Croatian law, including the Croatian Civil Obligations Act, the Consumer Protection Act (ZZP), and applicable EU regulations. Any disputes that cannot be resolved through mediation will be subject to the jurisdiction of the competent Croatian courts.

We reserve the right to update these Terms & Conditions. Any changes will be posted on our website with an updated effective date. Changes will not apply retrospectively to orders already placed.