Terms and Conditions of Online Shopping
Please read the Terms of Use carefully before using the Galaxy Professional website. By using the website, you confirm that you have read, understood, and accepted these Terms of Use. Alexandar DOO reserves the right to amend the Terms of Use at any time by making changes to the text. We recommend that you visit this page from time to time to check whether the terms have changed since your last visit. If you do not agree with the Terms of Use and the Online Shopping Terms and Conditions, please do not use our website. Additional information about the Privacy Policy and the Use of Website Content can be found on the Terms of Use page.
The electronic product offer published on the website contains all the essential elements relevant to the consumer's decision to purchase the offered products.
Purchases on the Galaxy Professional website may be made by natural persons and legal entities. You can order the desired products directly by adding them to the cart.
Company information:
Company Name: ALEXANDAR WHOLESALE AND RETAIL TRADE LLC NOVI SAD
Address: Cara Dušana 69, NOVI SAD
Activity: Wholesale trade of perfumery and cosmetic products
Activity Code: 4645
Registration Number: 08723028
VAT Number: 101698569
Website: www.galaxy-professional.com
Contact Phone: +38121 445558
E-mail: info@galaxy-professional.com
Contact details
Company Headquarters – Wholesale:
ALEXANDAR DOO Cara Dušana 69, 21000 Novi Sad, Serbia
phone: +381 (0)21 455 558 (Call Center)
email: info@galaxy-professional.com
Retail:
Mise Dimitrijevica Street 1, 21000 Novi Sad, Serbia
Monday - Friday: 8 a.m. - 8 p.m.
Saturday: 8:00 a.m. - 3:30 p.m.
Orders:
Phone: +381 21 2400 109 (8 a.m. - 4 p.m.)
Phone: +381 21 2400 110 (8 a.m. - 4 p.m.)
Online Orders: Available (0-24h)
Service and claims:
Phone: +381 21 2101 332 (8 a.m. - 4 p.m.)
Phone: +381 21 2101 333 (8 a.m. - 4 p.m.)
Call center: +381 21 455 558 (8 a.m. - 4 p.m.)
Email: reklamacije@galaxy-professional.com
Delivery of Goods
Delivery of Goods in Serbia
The items you order will be dispatched as quickly as possible through the following courier services:
D-Express
Post Express (the official courier service of the Serbian Post)
AKS
Bexexpress
Courier services will deliver your shipment according to their working hours and the following schedule:
Orders placed on business days before 12:00 PM will be handed over to the courier service on the same day.
Orders placed on business days after 12:00 PM will be handed over to the courier service on the following business day.
Orders placed on Fridays after 12:00 PM or during the weekend will be handed over to the courier service on Monday.
Delivery Time: 3–5 business days.
During periods of increased courier service workload, delivery may take longer than 5 business days.
International Delivery (Outside Serbia)
Orders with delivery addresses outside Serbia are shipped via Serbian Post (Pošta Srbije), using the Post Export service (available for all countries worldwide where Serbian Post delivers parcels) or the Post Pack service (for Bosnia and Herzegovina and Montenegro).
Estimated Delivery Times:
Montenegro: 3–7 business days.
Croatia, Bosnia and Herzegovina, and North Macedonia: 5–10 business days.
Other European countries: 10–20 business days.
Countries outside Europe: 15–20 business days.
Upon arrival in the destination country, shipments may be subject to additional customs clearance procedures in accordance with the laws and regulations of that country.
Shipping Costs
Shipping Costs Within Serbia
Courier delivery rates within Serbia are calculated based on the weight of the package.
Package Weight
Shipping Cost
Up to 0.5 kg
310 RSD
0.5–1 kg
360 RSD
1–2 kg
420 RSD
2–5 kg
490 RSD
5–10 kg
600 RSD
10–20 kg
910 RSD
20–30 kg
1,050 RSD
30–50 kg
1,430 RSD
Over 50 kg
Additional 30 RSD per kg
The shipping cost will be displayed during the second step of the checkout process, under SHIPPING METHOD.
Free shipping is available for orders over 6,000 RSD.
International Shipping Costs (Outside Serbia)
Shipping costs for deliveries outside Serbia are calculated based on the package weight and the shipping zone of the destination country.
Shipping costs also depend directly on the total order value. This means that as the order value increases, shipping costs decrease proportionally and may even be free.
If your package weighs more than 20 kg, our sales department will contact you to determine the exact shipping cost and delivery method.
You can check the shipping cost during the checkout process before completing your order.
Shipping Costs to Montenegro:
Packages up to 20 kg: 750 RSD.
Packages from 20.01 kg to 30 kg: 1,490 RSD.
Upon arrival in the destination country, shipments may be subject to additional customs clearance procedures in accordance with the laws and regulations of that country.
Complaints and Service
In the event of any malfunction of an electrical appliance, you must immediately stop using it, report the problem to the seller, and follow the instructions provided.
You can contact our Customer Service Department on business days from 8:00 AM to 8:00 PM at +381 (0)21 455 558.
Consumers' statutory rights are regulated by the Consumer Protection Act (“Official Gazette of the Republic of Serbia”, Nos. 62/2014 and 6/2016).
A consumer is a natural person who purchases goods or services on the market for purposes unrelated to their business or other commercial activities (Article 5, Paragraph 1, Item 1 of the Consumer Protection Act).
Customers who use electrical appliances for business purposes or other commercial activities are not considered consumers and are not covered by the Consumer Protection Act.
The statutory liability period for product conformity is 24 months from the date of purchase.
This 24-month period applies exclusively to consumers who use electrical appliances for purposes unrelated to business or other commercial activities.
Customers who are not covered by the Consumer Protection Act are provided with a 12-month manufacturer's warranty.
Procedure in the Event of Product Non-Conformity
In the event of product non-conformity, customers should contact the seller from whom the product was purchased and present the purchased product along with proof of purchase.
The person responsible for handling complaints will process the complaint in accordance with the legally prescribed procedure.
The seller is obliged to respond to the consumer's complaint in writing or electronically without delay, and no later than 8 (eight) days from the date the complaint was received.
The seller's response must include a decision on whether the complaint is accepted, a statement regarding the consumer's request, and a specific proposal and timeframe for resolving the complaint.
The resolution period must not exceed 15 days, or 30 days for technical goods and furniture, from the date the complaint was submitted.
If the seller is unable to meet the consumer's request within the agreed timeframe for objective reasons, the seller must inform the consumer of the extension, specify a new deadline for resolving the complaint, and obtain the consumer's consent. This must be recorded in the complaints register.
The deadline for resolving a complaint may be extended only once.
Goods Are Considered to Be in Conformity with the Contract If:
They correspond to the description provided by the seller and possess the characteristics of the goods presented to the consumer as a sample or model.
They possess the characteristics required for a particular purpose for which the consumer purchased them, provided that this purpose was known or should have been known to the seller at the time the contract was concluded.
They possess the characteristics necessary for the normal use of goods of the same type.
Their quality and performance correspond to what is customary for goods of the same type and what the consumer may reasonably expect, considering the nature of the goods and any public statements regarding their specific characteristics made by the seller, manufacturer, or their representatives, particularly through advertising or product packaging.
Liability for Product Conformity Does Not Apply in the Following Cases:
If the customer has failed to follow the technical instructions for use and maintenance of the appliance.
If an authorized service center determines that the customer has handled the product improperly or negligently.
If the product has been serviced or repaired by an unauthorized person.
In cases of damage caused by electrical surges, natural disasters, lightning strikes, or similar events.
The right to make a complaint does not apply to carbon brushes, bearings, lamps and light bulbs, blades, batteries, cables, or other consumable parts and materials.
The warranty does not cover damage occurring after delivery to the consumer that is caused by the user, including damage resulting from improper installation or maintenance, mechanical damage caused by the user, or damage caused by fluctuations in the electrical supply voltage.
If a consumer uses an electrical appliance for business purposes or other commercial activities, the right to make a complaint based on product non-conformity does not apply.
Such customers are provided with a manufacturer's warranty valid for 12 months from the date of purchase.
An authorized service center will inspect the electrical appliance to determine whether it has been used for business purposes or other commercial activities.
Dispute Resolution
Consumer disputes may be resolved through an out-of-court dispute resolution procedure.
Out-of-court consumer dispute resolution is conducted in a transparent, efficient, timely, and fair manner before an authorized consumer dispute resolution body.
The competent Ministry maintains and publicly publishes a list of authorized dispute resolution bodies.
Note: This is an English translation of the supplied Serbian text, preserving its legal references and terms. It has not been updated or independently verified against current Serbian consumer protection legislation.
Right of Withdrawal from the Contract
The customer has the right to withdraw from a contract concluded at a distance or outside business premises within 14 days, without providing any reason.
The customer bears the direct costs of returning the goods.
The customer is responsible for any reduction in the value of the goods resulting from handling them in a manner that is inappropriate or goes beyond what is necessary to establish their nature, characteristics, and functionality.
The customer may exercise the right of withdrawal by submitting a statement using the designated withdrawal form for contracts concluded at a distance or outside business premises, or by making any other unequivocal statement of withdrawal.
The withdrawal form can be downloaded from our website.
A withdrawal statement for a distance contract or a contract concluded outside business premises is considered submitted on time if it is sent to the seller within 14 days from the date the contract was concluded.
The withdrawal statement takes legal effect on the date it is sent to the seller.
Exceptions to the Right of Withdrawal
The customer does not have the right to withdraw from the contract in the following cases:
1. Services fully performed: Where the service has been fully performed, provided that its performance began with the customer's prior express consent and acknowledgment that they would lose the right of withdrawal once the seller had fully performed the contract.
2. Goods or services subject to financial market fluctuations: Where the price depends on fluctuations in the financial market beyond the seller's control, which may occur during the withdrawal period.
3. Custom-made or personalized goods: Goods manufactured according to the consumer's specific requirements or clearly personalized.
4. Perishable goods: Goods that are liable to deteriorate rapidly or have a short shelf life.
5. Sealed goods for health or hygiene reasons: Sealed goods that are not suitable for return due to health protection or hygiene reasons and have been unsealed after delivery.
6. Goods inseparably mixed with other items: Goods that, by their nature, become inseparably mixed with other goods after delivery.
7. Alcoholic beverages: Alcoholic beverages whose price was agreed upon at the time of concluding the sales contract, whose delivery can only take place after 30 days from the date of conclusion, and whose actual value depends on market fluctuations beyond the seller's control.
8. Urgent repairs or maintenance: Contracts under which the customer has specifically requested a visit from the seller for urgent repairs or maintenance. If, during such a visit, the seller provides additional services beyond those specifically requested by the consumer or supplies goods other than replacement parts necessary for maintenance or repair, the right of withdrawal applies to those additional services or goods.
9. Unsealed audio, video recordings, or software: Sealed audio recordings, video recordings, or computer software that have been unsealed after delivery.
10. Newspapers, periodicals, or magazines: The supply of newspapers, periodicals, or magazines, except for subscription contracts for the delivery of such publications.
11. Public auctions: Contracts concluded at a public auction.
12. Services provided on specific dates or during specific periods: Contracts for accommodation other than for residential purposes, transportation of goods, car rental services, catering services, or services related to leisure activities, where the contract specifies a particular date or period of performance.
13. Digital content: Digital content not supplied on a tangible medium, where performance has begun with the consumer's prior express consent and acknowledgment that they thereby lose the right of withdrawal.
Mandatory Withdrawal Form
The following form must be completed:
Contract Withdrawal Form (PDF)
Note: This translation preserves the wording and legal meaning of the supplied Serbian text. It has not been independently verified against current Serbian consumer protection legislation.
Product Description
All product details correspond to the information provided on our website, www.galaxy-professional.com.
We strive to describe all our products as accurately as possible. However, please note that product information may be incomplete, outdated, or inaccurate due to ongoing updates.
We do not guarantee that all product information and images are 100% accurate, complete, reliable, or error-free.
We make every effort to regularly update all product information, including ingredient lists. Due to continuous improvements in product formulations, the list of ingredients displayed on our website may differ slightly from the ingredients listed on the product packaging.
For the most accurate and up-to-date ingredient information, we recommend checking the product packaging.
If a product you have purchased differs from the information provided on our website, you may return it within 14 days of delivery, provided that it is unused and accompanied by all the documentation originally supplied with it.
Upon receipt of the returned product, we will issue a refund.
Prices
All product prices displayed on our website are the prices applicable at the time of purchase through our online store and include VAT.
The total amount of your order, including any discounts and shipping costs, is clearly displayed in your shopping cart under “ORDER SUMMARY.”
Once you have completed your order on our website, you will receive an order confirmation email. This email will contain the information you provided when placing your order, as well as details of the products ordered and the total price.
In the event of any price discrepancies, regardless of the reason, Alexandar DOO is obliged to notify the customer accordingly.
Available Payment Methods
Payment for products purchased through our website can be made using one of the following payment cards that support online transactions: VISA, Maestro, DinaCard, American Express (AMEX), or MasterCard.
Card payments are processed in cooperation with AllSecure d.o.o. and Banca Intesa a.d. Beograd through the secure and certified AllSecure Payment Gateway, simply by entering your payment card details.
Once your card details have been entered and the payment has been confirmed, the bank authorizes the transaction. Your order is then approved and proceeds to the next stage of preparation for delivery.
The corresponding amount will be reserved on your payment card (bank account) and will not be available for other transactions.
The transaction will only be completed, and the amount charged to your account, once the products have been prepared for shipment and handed over to the courier service.
If the payment is not completed, meaning the amount has not been charged to your account within 14 days of your order being accepted, the order will be canceled and deleted.
After the 14-day period expires, the funds reserved in your account will be released and made available to you again.
You may then place the same order again or create a new order and complete the corresponding payment.
Please check with your card-issuing bank to confirm whether your payment card supports online transactions.
Payment Security and Data Protection
When entering payment card details, confidential information is transmitted over a public network in a secure (encrypted) format using the SSL protocol, advanced tokenization methods for sensitive data, and in compliance with PCI-DSS standards.
At no point are payment card details accessible to the merchant.
3D Secure Protection for All Merchants and Customers
AllSecure Payment Gateway uses the highest global standards of data security and privacy.
All merchants using AllSecure Payment Gateway are automatically enrolled in 3D Secure protection, ensuring a secure shopping experience for customers.
Customers' payment card numbers are not stored in the merchant's system, and the data entry process is protected by SSL encryption.
PCI DSS Standards
AllSecure Payment Gateway continuously complies with the requirements of payment card organizations to enhance security for both merchants and customers.
Since 2005, the system has maintained uninterrupted PCI-DSS Level 1 certification, representing the highest level of certification in the payment card industry.
The Payment Card Industry Data Security Standard (PCI-DSS) defines the security measures required for processing, storing, and transmitting sensitive payment card information.
PCI-DSS standards protect sensitive cardholder data throughout the entire payment process, including:
The moment payment card details are entered at the merchant's point of sale.
The transmission of data between the merchant, relevant banks, and payment card organizations.
The subsequent storage and protection of payment card information.
Refunds for Payments Made by Card
In the event of a refund to a customer who previously made a payment using a payment card, whether partial or full, and regardless of the reason for the refund, the funds will be returned exclusively to the same VISA, Maestro, DinaCard, AMEX, or MasterCard card used for the original payment.
This means that, at our request, our bank will process the refund directly to the cardholder’s account.
Currency Conversion Statement
All payments will be processed in the local currency of the Republic of Serbia – Serbian dinar (RSD).
For informational purposes, prices displayed in other currencies are calculated using the official middle exchange rate of the National Bank of Serbia.
The amount charged to your payment card will be expressed in your local currency, converted at the exchange rate applied by the relevant card network. This exchange rate is not known to us at the time of the transaction.
As a result of this currency conversion, the final amount charged to your card may differ slightly from the original price displayed on our website.
Payment Card Registration (Tokenization)
When a customer's payment card details are tokenized (securely stored for future use), either at the customer's request or at the merchant's discretion, the data is stored on AllSecure PCI-DSS Level 1 certified servers.
Tokenized payment card data is transmitted in a fully secure and certified manner.
At no point does Alexandar DOO have access to payment card numbers or other sensitive card information. Instead, the company receives a unique reference number (token), which only the company can use in accordance with the terms agreed upon with the customer.
Customers have the option to remove a previously registered payment card or update the details of a previously tokenized card.
Shipment Delivery
Products ordered through our website may be delivered by courier services that cooperate with Alexandar DOO.
Shipping costs are borne by the customer and can be paid upon receipt of the shipment (cash on delivery), via a payment slip (bank transfer), or by payment card (online payment).
For more information about the available payment options, please visit our Payment Methods page.
By selecting “Courier Delivery” as your preferred shipping method, you consent to us sharing your personal information with the courier service to ensure the proper delivery of your ordered products.
Complaints Policy
The merchant is required to clearly and unambiguously display the terms and conditions for complaints, payments, fees, refunds, and/or product returns on its e-commerce website, including a description of the procedure to be followed in the event of a complaint.
The merchant is also required to clearly specify the terms and conditions under which goods may be returned or services canceled, including the applicable reasons, deadlines, cancellation and return procedures, and any associated costs, restrictions, or cancellation fees.
Privacy and Personal Data Protection
Protecting the privacy and personal data of our website users is of utmost importance to our company. All online activities associated with Alexandar DOO comply with the laws and regulations of the Republic of Serbia.
Personal data refers to information that can identify you, such as your first and last name, address, telephone number, and email address.
We collect only the essential personal information of our customers and users, as well as the data necessary for conducting business and keeping users informed, in accordance with good business practices and with the aim of providing high-quality services.
When making an online purchase, we process the following types of personal data:
First and last name
Email address
Address (street and number, postal code, city)
Telephone number
Credit/debit card details (only when making online payments by card)
Alexandar DOO is committed to protecting the privacy of all customers and users of the Galaxy Professional website.
All customer and user information is kept strictly confidential and is accessible only to employees who require such information to perform their duties and whose responsibilities include processing personal data for the purposes for which it was collected.
All our employees are responsible for complying with privacy protection principles.
Personal information provided during registration on our website will be used exclusively for the purposes for which it was submitted.
In addition to our employees, we may share your personal data with third parties that provide services on our behalf, such as courier companies and IT partners responsible for website maintenance.
In all such cases, our relationships with external partners, including the protection and use of personal data, are governed by agreements concluded in accordance with applicable laws.
All information collected about you during online purchases is securely protected. We will not misuse or sell your personal information under any circumstances, ensuring a safe and secure business relationship with Alexandar DOO.
Alexandar DOO is obliged to implement appropriate technical and organizational measures to protect your personal data against misuse.
All our employees and business partners are responsible for complying with the principles of personal data protection.
If you do not agree with this Privacy Statement, please refrain from using this website or providing any personal information.
By continuing to make purchases through our website, you acknowledge that you have fully read and understood the terms under which we process your personal data and that, having read and understood them, you agree to their application.
As part of our business relationship, you are required to provide only the information that we collect to fulfill specific legal obligations.
Any information you provide for the purpose of placing an order or based on your consent is provided voluntarily.
Please note that if you do not provide all the information necessary to fulfill the intended purpose, we may be unable to establish a business relationship with you or provide the agreed services.
Alexandar DOO takes all necessary measures to ensure the highest possible level of personal data security.
All personal data is carefully protected against loss, destruction, alteration, falsification, manipulation, and unauthorized access or use.