General terms and conditions


Please read the General Terms and Conditions carefully before placing an order.

The General Terms and Conditions refer to using the internet shop of the Pharmacy shop “VIVA PLUS”, Temerin, located in Petefi Šandora 17, reg. No. 08915326, VAT: 106542363, email (hereinafter: Seller) via website:

The General Terms and Conditions define the relationship between the Seller and ecommerce service providers at and you, our customer, and represent the essential part of every purchase contract concluded electronically.

We conscientiously apply an identical approach to all our customers and provide the same benefits, regardless of whether they are our customers or not. Therefore, the rules established in these General Terms and Conditions will apply and bind all our customers.

The stated General Terms and Conditions concern the first place purchase of products in our ecommerce (via our website). The same conditions will apply to the purchase of products through the Customer Service under the same conditions.
By accessing the, the Customer confirms that he is familiar with the provisions of these General Terms and Conditions and that he fully agrees with them. These General Terms and Conditions apply to each individual approach of each individual Customer.

The Customer confirms that he/she is of legal age or that, with the permission of his/her parents, he/she accepts all the conditions stated by the Seller on the website, i.e., that he is legally capable of concluding a contract and placing an order through the



The Seller has the right, at any time, if it is considered necessary, to cancel or change any of the terms of sale listed here, whose change will take effect immediately upon publication on the

By continuing to use the after the changed conditions, it is considered that the Customer agrees with them and that the Seller will not be responsible for the possible consequences resulting from the changes.

If you do not agree with the changes, please do not use the and contact the Seller via email:, in order to remove your data.



The sales contract can be concluded via ecommerce.

The contract can be concluded in Serbian and English by selecting the language option.
By ordering and sending the order through our website or with the help of the Customer Service, a proposal for a sales contract is created. The order will be processed within a 5 day period, while the confirmation of receipt of the order will be sent to your email.
The sales contract is considered concluded the moment when the Bidder receives an electronic message containing the Customer’s statement that he accepts the offer and confirms the receipt of acceptance of the offer to the Customer with a special electronic message.

The sales contract will then be executed by sending the ordered items. You will be notified by email when the package is sent.
The contract will be concluded in the Republic of Serbia and will be valid in accordance with the laws of the Republic of Serbia.



The Customer may order the goods directly via the Website as an unregistered user or after completed registration. All purchases of registered customers are recorded, so the registered customer will eventually acquire the right to various benefits for future orders.

The Customer is responsible for the accuracy and completeness of the data entered during registration.
If there is any change in the data entered during registration, the Customer is obliged to update his user account as soon as possible or notify the Seller of the changes via email:

The goods are ordered electronically by pressing the Add to cart option, which adds the selected product to the Customer's cart.
The Customer chooses the way of delivery and payment of the goods

The Seller reserves the right to, given the technical limitations relating to the measurement of stock in real-time, when selling through the Website and display the price of the item that is not in stock at the time of display, so the Seller does not guarantee the stock in each moment. The stock status is updated once every 24 hours, so you may order a product that has been sold out in the meantime. If this happens, you will be notified in a timely manner.



The Seller determines the prices of the goods independently, in accordance with its business policy, and reserves the right to change the displayed prices.

In accordance with the law, all listed prices include VAT but do not include the cost of delivery of goods to the Customer, which is charged extra.

Displayed prices of products and services are shown with VAT valid at the time of sending the order. In case the VAT rate changes before concluding the sales contract or before sending the goods, the Customer is obliged, taking into account the chosen method of payment, to settle any difference in the purchase price or the Seller will check with the Customer without delay whether he/she can charge more than purchase prices.

All displayed prices, including discounted prices, are valid until further notice or until stocks last.



You can choose the method of payment and delivery yourself. Before sending the order, you will be informed about the chosen method of payment and delivery, as well as shipping costs.

You can see the method of payment and delivery that we provide, as well as the delivery price here.



The Customer has the right to file a complaint to the Seller to the email address: or in writing to the address Pharmacy store “VIVA PLUS”, Petefi Šandora 17, 21235 Temerin, you can download the complaint form (Complaint sheet) here in the following cases:


  • delivery of goods that do not correspond to the ordered goods,
  • delivery of goods that have a defect or damage that did not occur during transport,
  • delivery of goods that have not been ordered.


All complaints are subject to the applicable Seller's Complaints Policy and the Consumer Protection Act.
The Customer is obliged to inspect the delivered goods immediately upon reception and to notify the supplier of any possible defects at once.



The Customer has the right to unilaterally terminate the Sales contract regardless of the reasons, within 14 days from the date when the goods were delivered to the address indicated by the Customer, and under the following conditions:

  • that the returned goods are undamaged, unpacked, and unused,
  • that no more than 14 days have elapsed since the delivery of the goods to the Customer (including non-working days),
  • that the Customer has filled in and sent to the Seller the Unilateral Termination Form ( you can download form here ) to the following email address
  • that the Seller has confirmed the receipt of the Unilateral Termination Form,
  • that the Customer has packed the goods before transport in a way that prevents damage during transport,
  • that they enclosed the documentation together with the goods and handed it over to the Customer upon delivery (cash invoice, delivery note, etc.),
  • that the Customer bears the direct costs of returning the goods,
  • that the Seller has confirmed the receipt of the shipment that meets the condition for a refund.


The address to which the Customer is obliged to return the goods without delay is Pharmacy store “VIVA PLUS”, Petefi Šandora 17, 21235 Temerin.

If the Seller, within the concluded contract, sends the Customer an additional product free of charge ("gift" or tester), it is necessary to return that product as well. In this case, the Customer bears the cost of returning the goods.

Within 14 days of receiving the Unilateral Termination Form, the Seller will refund the amount paid to the account specified by the Customer in the Unilateral Termination Form, provided that he/she has the right to extend the payment deadline until the goods returned by the Customer are delivered.

Notwithstanding the foregoing, the seller is not obliged to reimburse additional costs resulting from the consumer's explicit request for delivery that deviates from the cheapest usual delivery offered by the trader.

The Customer has no right to withdraw from the contract in case of:

  • provision of services, after the service has been fully performed if the provision of the service began after the explicit prior consent of the consumer and with his confirmation about knowing that he/she loses the right to withdraw from the contract when the trader fully performs the contract,
  • deliveries of goods or provision of services whose price depends on changes in the financial market of which the trader cannot influence and which may arise during the withdrawal period,
  • deliveries of goods manufactured according to Consumer’s special requirements or clearly personalized,
  • deliveries of goods that are subject to deterioration of quality or have a short expiry date,
  • deliveries of sealed goods which cannot be returned due to health protection or hygienic reasons and which are unsealed after delivery,
  • delivery of goods which, due to their nature are inseparably mixed with other goods after the delivery,


Please note that you are legally responsible for any impairment of the goods as a result of handling the goods in a way other than necessary to familiarize yourself with the nature, characteristics, and functions of the goods (for example, if you continue to use the face cream after tried). In addition, please note that you do not have the right to withdraw from the sales contract in case the goods are manufactured in accordance with your special requirements or are customized and personalized goods (for example, engraving a personal name or packaging with personalized dedication) and goods which you have removed from the packaging and which cannot be returned to the same packaging for hygienic reasons (open cosmetic products and other products that come into direct contact with the skin).



The Seller reserves the right not to deliver the order at any time if there is a suspicion of abuse or violation of any of the General Terms. Suspicion of abuse or violation of any of the General Terms and Conditions or other provisions set out on the Website entails deleting the Customer from the Seller's database and disabling new orders. The Seller further reserves the right not to deliver orders at any time if there is a suspicion that the delivery of the goods could endanger the physical or mental integrity of the person delivering the goods.



We strive to provide our customers with discounts and gifts. In each case, we will inform the customer about current discounts or gifts. Unless otherwise stated, each discount or gift certificate can be used once. Discounts cannot be combined unless otherwise specified.

The selection of free samples is limited by our stock and current offer.

The purpose of the service of sending a free set of samples is to inform the customer about the current offer. Sending free samples are free services of an advertising nature and are not subject to effect under the sales contract. Therefore, disagreement with the sent sample is not a basis for exercising the right to terminate the sales contract or return the goods.
We provide any product, service, or sample to you for your personal use. You cannot resell any product you receive from us.



By using any part of our site, filling out the registration, and/or ordering through the site, you agree to abide by the General Terms and Conditions.
Please look at our Privacy Policy, which explains our use of your information provided through our website