Privacy Policy

The controller of personal data is COMO Group d.o.o., Kenana Brkanića 40, 71000 Sarajevo, Bosnia and Herzegovina. You can contact us at info@carnore.com or +49 160 801 0108. We process data you provide through inquiries, checkout and support communication, as well as technical data required for website security and operation. The legal bases for processing are taking steps at your request before entering into a contract, performing the contract, complying with legal obligations, our legitimate interests in secure and orderly business operations, and your consent where consent is required. We do not send marketing communications without a valid legal basis, and you may object to or withdraw consent for marketing at any time. We do not disclose personal data to third parties for their own marketing purposes without your explicit consent. Inquiry messages sent through the contact form are retained for up to 12 months after the last communication, unless they become part of an order, complaint or another legal relationship that requires longer retention.

When an order is created and processed, we handle your full name, email, phone number, address, city, ZIP code, country, product data, amount and payment status. Card details are entered through Monri Components and we do not store full card data. In our system we retain the order number, a snapshot of the purchased items, customer details, the timestamp of accepting the Terms of Purchase and Privacy Policy, payment status, the Monri reference and the invoice number. Order and payment records are retained for up to 10 years after the end of the business year in which the order was created, unless the law or an open legal dispute requires longer retention.

To organize and complete delivery, we share the data necessary for shipment with delivery services and logistics partners, including DHL, FedEx, BH Pošta and other selected carriers. This may include your name, address, phone number, email and relevant shipment details. Because we deliver worldwide, personal data may be processed outside Bosnia and Herzegovina or the European Union where this is necessary for delivery, shipment tracking, customs handling or resolving delivery issues.

If you exercise a withdrawal right or request a refund, we process order data, communication with you, product return details and the information needed to return funds using the same payment method used for the purchase, unless another method is expressly agreed. We use this data to verify eligibility, inspect returned goods, issue the refund and comply with accounting obligations. Return and refund records are retained for up to 10 years after the end of the relevant business year, while operational communication is retained for up to 3 years after the case is closed unless the law requires a longer period.

When you file a complaint, we process the order number, description of the issue, product photos you provide, contact details and all communication required to assess and resolve the case. This data is used only to receive, evaluate and resolve the complaint, including repair, replacement or refund. Complaint records are retained for up to 3 years after the case is closed, and longer only where this is necessary to comply with the law or to establish, exercise or defend legal claims.

For warranty purposes, we process customer identification data, the order number, product details, the description of the defect, submitted photos and communication about service, replacement or another resolution. The warranty lasts 36 months from the purchase date and covers manufacturing and mechanical defects arising during normal use. Warranty claim data is retained for the duration of the warranty and for up to 3 years after the case is closed, unless the law or a legal dispute requires a longer retention period.

For privacy questions and for requests concerning access, rectification, erasure, restriction, objection or data portability, please contact us at info@carnore.com or +49 160 801 0108 on business days from 09:00 to 17:00. If you believe your data is being processed unlawfully, you have the right to lodge a complaint with the Personal Data Protection Agency in Bosnia and Herzegovina.