Terms and Conditions

Terms of business

The terms of business and use of the www.ricekakis.com website and the conclusion of distance contracts via means of remote communication are primarily governed by the Terms of Business and Use stated here, unless the contracting parties (Seller and Buyer) agree otherwise. The terms of business and use are subject to the Consumer Protection Act (OG 41/14) and the Obligatory Relationships Act (OG 35/05 and OG 41/08). Please pay special attention to the difference in terms and conditions between purchases (contracts) at the point of sale in a store and purchases (contracts) concluded at a distance (Internet store).

When ordering products by means of remote communication, the customer will immediately be informed of all prescribed information from Article 57 in accordance with Article 66, point 2 of the Law on Consumer Protection.

Product prices and services

Prices displayed on the website, advertisements, and catalogues are expressed in euros (€) and include VAT. Delivery costs are not included in product prices.

Prices, payment terms, and promotional offers apply exclusively at the time of order and/or payment and may change without prior notice.

Delivery costs

Delivery is available throughout Croatia. Delivery costs are divided into two zones: City of Zagreb and Rest of Croatia.

City of Zagreb – delivery

Applicable for the following postal codes:
10000, 10010, 10020, 10040, 10090, 10104, 10105, 10109, 10110, 10123, 10135, 10172, 10250, 10360

Delivery fee: €3.50 for orders under €25
Free delivery for orders over €25
HP24 parcel locker: €2.90

Rest of Croatia

Delivery fee: €4.65 for orders under €45
Free delivery for orders over €45
HP24 parcel locker: €2.90

Cash on delivery surcharge

If the buyer chooses cash on delivery (COD) – payable in cash or by card to the courier or at the HP24 parcel locker – an additional fee of €1.00 is applied on top of the base delivery fee.

Examples:

Standard delivery €4.65 → COD €5.65
HP24 parcel locker €2.90 → COD €3.90

Payment methods

Payment for products and delivery fees may be made via:

Credit or debit cards (MasterCard, Visa, Maestro)
Bank transfer
Cash on delivery (COD) – cash or card, with a €1.00 surcharge

Payment Platform

Vukoje Logistika j.d.o.o. uses Teya for online payments.

Teya is a certified payment service provider that meets all security requirements for online transactions as defined by major card brands. It operates in full compliance with the PCI DSS Level 1 standard, the highest security level in the payment card industry.

Additionally, Teya uses SSL encryption to protect data transmission, ensuring that all sensitive information is securely encrypted during transfer. All stored data is further protected using encryption with a cryptographic device certified according to the FIPS 140-2 Level 3 standard.

Cash on Delivery

When choosing payment by cash on delivery, Rice Kakis will send the buyer a confirmation email. The order will only be dispatched once the buyer replies to this email with confirmation (e.g., “order confirmed”). Without such confirmation, the order will not be shipped.

Delivery

Standard delivery is carried out within 1 to 3 business days from the date of order. In case of larger volumes, especially during the holiday season, we advise customers to place their orders earlier to ensure timely delivery.

We strive to ship all ordered items in a single package. If this is not possible due to stock availability, we reserve the right to deliver the order in multiple shipments.

Orders are delivered by Rice Kakis (Vukoje Logistika j.d.o.o.) through our partner courier services: GLS (for home addresses) and Hrvatska pošta (for HP24 parcel lockers).

Prior to delivery, customers receive an SMS notification with delivery details. Upon receiving the SMS, the customer may contact the courier for additional information or to arrange the pickup.

Rice Kakis (Vukoje Logistika j.d.o.o.) makes every effort to ensure that parcels arrive within the stated timeframe, but does not assume responsibility for possible delays caused by external delivery partners or force majeure (e.g., weather conditions, traffic, unforeseen circumstances).

Once the purchase is confirmed, the delivery process of the purchased goods is immediately initiated.

Product complaints

They are recognized only with the presented invoice as the only proof of purchase. Card slips and similar confirmations cannot replace a receipt. Without an account, there are no complaints. In the case of product complaints due to defects or hidden defects, send the product to the address of the complaints department: Vukoje Logistika jdoo, Kaštelanska 4a. Veliko Polje, 10010 Zagreb or contact us at phone number: 099 333 4448

For online dispute resolution in the EU, see https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.chooseLanguage

Notice on the Method of Written Complaints by Consumers

All complaints in accordance with Article 10 of the Consumer Protection Act (Official Gazette 41/2014) can be sent by mail, fax or e-mail. Or submit it at the business premises at Kaštelanska 4a. Veliko Polje, 10010 Zagreb, Croatia. In order to confirm the receipt of the written complaint in accordance with Article 10, paragraph 5 of the Act, and then to respond to it, please provide the correct information for receiving it.

We must legally respond to your complaint in writing within 15 days of receipt of the complaint at the latest. Otherwise, you can contact the State Inspectorate or the Consumer Protection Association.

If you accept the terms of use, you also accept the General Terms and Conditions.

Vukoje Logistika jdoo reserves the right to change these terms and conditions without prior notice. The terms of business are in accordance with the laws of the Republic of Croatia. In the event of a possible dispute, the merchant and the consumer will resolve the dispute peacefully, and if this is not possible, the competent court in Zagreb is competent.

In Zagreb in 2025.