General conditions

  1. Validity of general conditions

The general conditions represent a sales contract between the Buyer and the City of Mostar, Croatian Defenders no. 2 88000, Mostar, phone number:+387 36 316 713, ID number: 4227396110007, created by purchasing products on the City of Mostar web-shop. A customer is a natural or legal person who orders or pays for the product delivery service through a web-shop owned by the City of Mostar. Any adult and able-bodied person, i.e. a legal entity that accepts these general terms and conditions of business, can become a customer. Minors, partially or completely incapacitated persons may order items only with the consent of their legal representative. The customer is the person who orders and pays for the product, and to whom the product is delivered upon payment. By accepting the General Terms and Conditions, the Customer declares that all the information he has provided about himself is true and complete, that he is an authorized credit card user, that he is capable of doing business, and that there are no obstacles known to him when ordering and purchasing products from the City of Mostar, i.e. for purchasing through the web-shop. The City of Mostar collects data in accordance with the statement on privacy and data security.


  1. Payment methods

Products are ordered by selecting an item from the web-shop offer, registering and going through the order process. All prices listed in the web-shop are in BAM (convertible marks). All payments will be made in convertible marks. When paying with a credit card, the same amount is converted into the Customer's local currency according to the valid exchange rate list of the cardholders' association. As a result of the price conversion, there is a possibility of a slight difference in the amount of currency compared to the original price displayed on our website.

When ordering products for which a quantity discount applies, please contact our sales department.


Payment for ordered products can be made in the following ways:

  • by credit or debit card listed on the website
  • e-banking
  • by cash in the branch offices of partners of the City of Mostar


When paying by credit card, the transaction is first forwarded for pre-authorization, and the final authorization is performed only when the availability of all ordered products is determined. If the order has been received correctly, the City of Mostar will notify the Customer electronically in the form of an e-mail that the order has been received, i.e. that the product has been ordered. In the event that the City of Mostar cannot deliver the ordered item, the Customer receives a notification that the reserved amount has been reversed, and the bank that reserved the amount for authorization returns the reversed amount to the Customer. If the ordered product is not available in the warehouse, or the order can only be partially completed, the City of Mostar will inform the Customer about the products that are currently unavailable. At the same time, the buyer can decide whether to abandon the purchase in its entirety or to buy only the currently available items. The customer, in order to successfully complete the purchase, is obliged to fill out all the forms offered in the purchase process. The ordered product, depending on whether it is available in the warehouse, is delivered by the City of Mostar in the shortest possible time.


  1. Payment by credit or debit card

In the case of payment by credit card, e-banking and general payment order, payment costs and/or interbank transactions are not included in the price. The buyer is responsible for providing the credit or debit card payment service provider with a sufficient amount of money to complete the payment of the purchase price and all other applicable costs.


  1. The right to cancel the purchase and return the goods

The buyer has the right, within 15 days from the day of delivery of the goods, to unilaterally terminate the sales contract and to submit the termination in writing before the expiration of the term for unilateral termination to the address of the City of Mostar, Hrvatske branitelja no. 2 88000, Mostar. The declaration of termination can also be submitted to the e-mail address [email protected] or [email protected]

In the case of termination of the sales contract, the period referred to in paragraph 1 of this article begins to run from the day the ordered goods were delivered to the Customer.

In case of returning the goods, the buyer bears the costs of returning the goods.

In case of termination of the contract, each party is obliged to return to the other what it received on the basis of the contract, in accordance with the provisions of this article. The City of Mostar returns the paid funds using the same means of payment that the consumer used for payment, and the Customer returns the purchased goods without delay, and no later than within 15 days from when, in accordance with the legal notice, he informed the City of Mostar of his decision to terminate the contract. The City of Mostar is not obliged to agree to the termination of the sales contract if the returned purchased product is damaged or its value is reduced in any way.



  1. Submission of consumer complaints

Customers can submit their dissatisfaction in relation to the purchased product or the service provided in writing by mail or electronic mail, to the address: City of Mostar, Hrvatske branitelja no. 2 88000, Mostar. or to the e-mail address: [email protected], . The buyer is obliged to provide the following information in his complaint: name and surname