Terms and conditions
Updated: 14. 9. 2025 Graska d.o.o.
Graska, Center for the Production and Processing of Plant Proteins, d.o.o. Address: Graška Gora 21, 2381 Podgorje pri Slovenj Gradcu Legal form: Food Industry Activity: G47.910 - Retail trade by mail order or via the Internet Registration date: 11.09.2020 Registration authority: District Court of Slovenj Gradec Registration number: 8717206000 Tax number: SI 82883254 Taxpayer: YES Responsible person: Martin Rojnik Version: v.1.0 (11/11/2022) Date: 28 April 2022
1. GENERAL
The general terms and conditions of Grashka online stores and platforms (hereinafter the "online store") are drawn up in accordance with:
- The Consumer Protection Act (ZVPot-UPB2, ULRS 98/2004),
- The General Data Protection Regulation (GDPR),
- Recommendations of the Chamber of Commerce and Industry and international e-business codes.
The online store is managed by Grashka d.o.o. (hereinafter "manager"), who is also the seller.
These general business conditions define the operation of the online store, user rights, and business relations between the seller and the buyer (hereinafter also called "user"). To make a purchase in the online store, the user needs a unique username and password. The username is the e-mail address used for communication and purchases. The username and password define the user as a customer and link them to other entered data. Registration is not mandatory for purchase; purchases can be made as a guest. By registering, the user gains purchase rights as well as rights such as notifications about news, announcements, advice, and other communications. By registering or confirming the order each time, the user accepts these general terms and conditions and any other special terms associated with individual products or updates published by the administrator. Users can be natural or legal persons. Mutual obligations between the online store and natural persons are governed by these general conditions. For legal or natural persons engaged in profit-making activities, obligations may be regulated by contract specifying special terms and conditions. The Consumer Protection Act applies to such entities only where explicitly stated.
2. AVAILABILITY OF INFORMATION
The administrator commits to always provide the user with information about:
- Seller identity: company name, registered office, registration number,
- Contact info for prompt communication (email and telephone),
- Essential characteristics of goods and services, including after-sales and warranty,
- Availability of goods or services, which should be fulfilled in a reasonable time;
- Users will always be informed about availability and delivery by email,
- Delivery terms including methods, places, deadlines, all prices clearly stated (net price, VAT, delivery costs), payment methods, offer validity, withdrawal deadlines, withdrawal conditions, return costs, complaint and appeal procedures.
3. THE USER
Each registered user has a username and password, which are confidential and known only to the user.
The user is responsible for ensuring only they or authorized persons act on their behalf with their credentials.
Registration requires the user to enter:
- Name and surname,
- Address and place of residence,
- Delivery address (may differ),
- Email address,
- Username (same as email),
- Password (hidden).
The administrator is not responsible for the accuracy of user-entered data.
By registering, the user agrees to receive notifications related to orders and system messages. Optional promotional notifications require user consent and comply with data protection laws. Users can request deletion of personal data at any time after mutual obligations are fulfilled.
4. PURCHASE FOR NATURAL PERSONS
Purchases by natural persons are possible either by:
- Registering, or
- Purchasing as a guest without registration.
By adding to cart, the user confirms they are over 18 and have full business capacity.
5. PURCHASE FOR LEGAL ENTITIES
For legal entities, purchase terms such as:
- Payment methods (cash on collection, bank transfer after invoice, deferred payment with credit check),
- Contract withdrawal,
- Product return
may be individually agreed by contract.
6. PRODUCTS AND PRICES
The online store is open 24/7. Product availability is indicated when added to the cart but errors may occur despite regular updates.
After order placement, users receive confirmation and purchase info in their account. Prices are online prices valid for online purchases with specified payment options. Special prices and promotions are valid at order time or system acceptance time.
All prices are in euros and include VAT unless otherwise noted. Prices may change due to promotions or errors. The seller reserves the right to cancel or offer alternatives if pricing errors occur. Delivery costs are separate unless total order exceeds €40, in which case delivery is free.
7. CONCLUSION OF THE SALE AGREEMENT
The sales contract is concluded when the seller confirms the order by email.
Prices and conditions then become fixed.
Purchase contracts are stored electronically and accessible in user accounts.
Orders unpaid by bank transfer within 7 working days are automatically cancelled.
For promotional orders, payment must be settled by 9:00 a.m. next working day or the order is cancelled.
8. METHODS OF PAYMENT
Available payment methods:
- Bank cards: Mastercard, Maestro, Visa, Visa Electron, Diners, American Express
- Bank transfer according to invoice or offer
- Cash on delivery (buyer pays shipping costs)
Invoices are issued on permanent media.
For card payments:
- Card holder must match account holder.
- Orders cannot be changed after confirmation except by agreement.
Orders unpaid by bank transfer on time during promotions are cancelled and payments refunded.
9. COOKIES
To ensure the proper functioning of our online store, we use cookies.
Cookies are small text files that are stored on your device when you visit a website. We only use essential cookies, which enable basic functionalities such as:
- maintaining your user session,
- storing products in your shopping cart,
- managing your wishlist.
These cookies do not collect personal data and do not track users across websites. Without them, the online store would not function correctly.
10. ORDER SUBMISSION, CONFIRMATION, PROCESSING
Orders can be placed any day except in cases of force majeure.
Users add products to the cart and confirm by clicking “Complete purchase”.
Before confirmation, orders can be reviewed and modified.
10.1. Order Confirmation
Steps:
- Review product types, quantities, and totals,
- Select payment method,
- Confirm order by clicking “Complete purchase”.
By placing order, buyer agrees to terms and concludes distance sales contract (only in Slovenian language).
10.2. Order Processing
Orders are processed same day or after payment.
If delay occurs, customer is informed.
Goods are prepared and shipped by GLS Slovenia Monday to Friday.
Orders placed before 3 p.m. on working days ship same day if in stock.
Orders after 3 p.m. or on weekends ship next working day.
Delivery time is 1–5 days.
10.3. Order Status
Registered users can track orders with statuses:
- Placed
- Accepted
- Confirmed / Rejected / Partially Cancelled
- In delivery
- Completed
10.4. Sales Restrictions
Manager may limit sales if product quality or safety is compromised.
11. COLLECTION POINTS
Users can select personal pickup instead of delivery.
Pickup available at: PE Grashka Production, Štrbenkova cesta 5, 3320 Velenje, Monday to Friday, 8:30 a.m. – 3:30 p.m.
No delivery costs apply for personal pickup.
12. PROFESSIONAL SUPPORT AND ADVICE
Phone: +386 (0)51 373 079 Email: shop@grashka.co
13. RETURNS, COMPLAINTS, WARRANTY
13.1. Returns Returns are not accepted for products unsuitable for return due to hygiene or health protection or if opened after delivery, unless an error occurred by the manager and products are unused. Buyer is responsible for product value loss beyond necessary inspection. No returns or complaints on masks.
13.2. Complaints Complaints can be made if products deviate significantly from description.
Report complaints to: shop@grashka.co
Returned goods must be undamaged and in original quantity unless lost/damaged without buyer fault.
Images and contents may differ slightly; complaints based on images alone are not accepted.
13.3. Warranty Warranty applies only if stated on warranty card or invoice, valid upon following instructions and invoice presentation.
Warranty info is included in product descriptions if applicable.
14. PRIVACY AND SECURITY
The administrator processes user data solely for online store operation and complies with GDPR and relevant privacy laws.
15. OUT-OF-COURT DISPUTE RESOLUTION
In accordance with legal norms, Graska d.o.o. does not recognize any provider of out-of-court consumer dispute resolution as competent to resolve a consumer dispute that the consumer may initiate under the Out-of-Court Settlement of Consumer Disputes Act.
Graska d.o.o., as a provider of goods and services through an online store within the EU, publishes an electronic link to the platform for online consumer dispute resolution (ODR platform).
The platform is available here: https://ec.europa.eu/consumers/odr
Consumers may use this platform to attempt to resolve disputes relating to online purchases.