Office-Ags

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Privacy Policy

‌Effective Date: September 19, 2026‌

Welcome to the privacy policy of Office-Ags d.o.o. za proizvodnju i trgovinu. This document is designed to inform all users of our e-commerce website www.office-ags.com about how we collect, use, store, disclose and protect your personal information when you browse, shop, interact with our services and use all features available on our platform. We are fully committed to upholding the highest standards of data protection, complying with all applicable Croatian data protection regulations, the General Data Protection Regulation (GDPR) of the European Union, and other relevant international privacy frameworks to ensure your personal privacy rights are fully respected and safeguarded throughout your experience with us.

1. Data Controller Information

The data controller responsible for your personal information under this privacy policy is:
Full legal name: Office-Ags d.o.o. za proizvodnju i trgovinu
Registered address: Novomarofska ulica 47, 10110 Zagreb, Croatia
Contact email for privacy-related inquiries: [email protected]
Contact telephone number: +385 1 655 1293
If you have any questions, concerns, or requests regarding your personal data processing activities covered by this policy, you can reach out to our designated data protection representative at any time through the contact channels listed above. We will respond to all legitimate privacy-related communications within 15 business days of receipt, in line with our regulatory obligations.

2. Types of Personal Information We Collect

We only collect personal information that is necessary to deliver our e-commerce services, improve your shopping experience, and fulfill our legal contractual obligations to you. The categories of personal information we may process include, but are not limited to the following:

  • ‌Account and Identification Information‌: When you create a user account on our website, we collect your full name, username, valid email address, contact phone number, and encrypted password that you set for account access. This information is used to verify your identity when you log in, manage your account profile, and send you important service-related notifications.
  • ‌Order and Transaction Information‌: When you place an order on our platform, we collect your billing address, shipping delivery address, order item details, purchase history, payment amount, payment method information (we do not store full credit card or debit card numbers on our own servers, all payment processing is handled through PCI-DSS certified third-party payment processors), and transaction timestamp records. This information is critical for processing your order, arranging shipment, completing payment settlement, and resolving any post-order issues such as returns, refunds or product warranty claims.
  • ‌Website Usage Data‌: As you browse our e-commerce website, we automatically collect certain technical information through cookies, web beacons and similar tracking technologies. This includes your IP address, browser type and version, operating system, device identification information, time zone setting, pages you viewed on our site, search queries you submitted, click stream paths, access timestamps, and duration of your visit. This data helps us analyze website performance, fix technical bugs, optimize our product display layout, and customize the shopping experience to match your preferences.
  • ‌Communication and Support Information‌: When you contact our customer support team via email, online chat, or phone to ask product questions, request after-sales service, or submit feedback, we collect the content of your messages, your contact information, and the records of our corresponding responses. This helps us resolve your issues efficiently, improve our customer service quality, and keep proper records of all our service interactions.
  • ‌Marketing Preference Information‌: With your explicit opt-in consent, we may collect your preferences for receiving promotional emails, SMS alerts about new product launches, exclusive discounts, and special offers. We also track your interactions with our marketing communications, such as whether you open our promotional emails or click on the links embedded in them, to ensure we only send you content that is relevant to your interests.

We will never collect any special categories of personal information (including racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, genetic data, biometric data, health data, or data concerning a person’s sex life or sexual orientation) from you unless you voluntarily provide such information, and we are legally permitted to process it under applicable data protection laws.

3. How We Use Your Personal Information

We process your personal information only for lawful, fair, and transparent purposes that you have been clearly informed of, including the following:

  • ‌Service Delivery and Order Fulfillment‌: The primary purpose of processing your personal data is to complete the e-commerce services you request. This includes processing your purchase orders, verifying payment authenticity, coordinating with logistics partners to deliver your ordered products to the shipping address you provided, processing returns and exchanges, issuing refunds, and providing ongoing product warranty support. Without the necessary order and contact information, we will not be able to successfully complete the transaction and deliver the products you purchased to you.
  • ‌Website Operation and Experience Optimization‌: The usage data we collect helps us maintain the normal, stable and secure operation of our website. We use this data to diagnose technical server issues, prevent unauthorized access, optimize page loading speed, test new website features, and make continuous improvements to our product catalog display so that you can find the office supplies, furniture and other products we sell more quickly and conveniently.
  • ‌Personalization of Shopping Experience‌: With your appropriate consent, we may use your browsing history and purchase preferences to recommend relevant products that you may be interested in, display customized promotional content on our website homepage, and adjust the search results ranking to better match your shopping habits, saving you time when you look for items you need.
  • ‌Security and Fraud Prevention‌: We process your personal information to protect our platform, other users, and ourselves from fraudulent transaction activities, unauthorized account access, data breaches, and other malicious behaviors. This includes verifying user identities, monitoring unusual transaction patterns, and conducting necessary compliance checks to ensure all activities on our e-commerce site comply with relevant financial and commercial regulations.
  • ‌Legal Compliance and Obligation Fulfillment‌: We may process your personal data when it is necessary for us to comply with our legal obligations under Croatian law, European Union regulations, or valid judicial or administrative requests. For example, we are required to retain transaction records for tax reporting, accounting, and commercial audit purposes for the legally mandated retention period.
  • ‌Marketing Communications‌: When you have given us explicit, opt-in consent to receive marketing content, we will use your contact information to send you newsletters, information about upcoming sales events, new product arrivals, exclusive member discounts, and other promotional information that aligns with your stated preferences. You retain the full right to unsubscribe from all marketing communications at any time, free of charge, by clicking the unsubscribe link included in every promotional email, or by sending an unsubscribe request to our contact email [email protected]. After you unsubscribe, we will immediately remove your contact information from our marketing mailing lists, and will not send you any further promotional messages.

4. Sharing and Disclosure of Your Personal Information

We will never sell, rent, or lease your personal information to third parties for their own independent marketing purposes without your explicit separate consent. We may share your personal information only in the limited circumstances outlined below:

  • ‌Trusted Service Providers‌: We share necessary personal data with third-party service providers who act as our data processors, performing critical functions that support our e-commerce operations. These service providers include payment processing companies that handle your payment transactions, logistics and courier companies that deliver your ordered products, cloud hosting service providers that store our website data and user information, email service platforms that help us send transaction notifications and marketing newsletters, and IT security firms that assist us in maintaining website cybersecurity. All of these third-party service providers are bound by strict data processing agreements that require them to protect your personal information at the same level of security that we maintain, prohibit them from using your data for any unauthorized purposes, and restrict their access to your information only to the extent necessary to perform the tasks they have been contracted to complete.
  • ‌Business Transaction Transfers‌: In the event of a merger, acquisition, reorganization, sale of all or part of our company assets, or other similar business transition, your personal information may be transferred to the successor entity as part of the business assets. We will ensure that any such transfer of your personal data is done in compliance with applicable data protection laws, and we will provide you with advance notice of the change in data controller arrangements, so that you can make informed decisions about your continued use of our services.
  • ‌Legal Required Disclosures‌: We may disclose your personal information if we determine in good faith that such disclosure is necessary to comply with a legally valid court order, governmental administrative request, mandatory regulatory requirement, or to protect the legitimate rights, property, and personal safety of Office-Ags d.o.o. za proizvodnju i trgovinu, our website users, the general public, as required by law.
  • ‌With Your Explicit Consent‌: Apart from the scenarios listed above, we will always ask for your separate, explicit consent before we share your personal information with any other third parties for any other purposes, and you retain the right to withdraw this consent at any time.

5. International Data Transfers

As a company based in Zagreb, Croatia, within the European Economic Area (EEA), most of the data processing activities we conduct take place on servers located within the territory of the European Union. However, some of our third-party service providers may operate data processing facilities located in countries outside of the EEA. When we transfer your personal information to countries that do not have an adequacy decision issued by the European Commission confirming that they provide an equivalent level of personal data protection, we will implement appropriate, legally required safeguards to protect your rights, such as signing the European Commission Standard Contractual Clauses (SCCs) with those third-party processors, or ensuring that the service provider is certified under the EU-US Data Privacy Framework, to guarantee that your personal data is afforded the same high level of protection that it receives within the European Union. You can request a copy of these safeguard documents by contacting us through the privacy contact channels we have provided earlier in this policy.

6. Data Retention Period

We will not retain your personal information for any longer period than is strictly necessary to fulfill the specific purposes for which the data was originally collected. The standard retention periods we follow are as follows:

  • For account profile information, we will retain this data for as long as you maintain an active user account on our website. If you choose to permanently delete your user account, we will erase all your account personal information within 30 business days, except for the data we are legally required to retain for longer periods to comply with tax, accounting, legal dispute resolution, and other regulatory obligations.
  • For order and transaction records, we retain these documents for a minimum of 10 years in accordance with Croatian tax and commercial accounting legal requirements. After this mandatory retention period expires, we will anonymize or securely delete these transaction records in line with our data management policies.
  • For website usage analytics data collected through cookies, we retain this data for a maximum period of 26 months, after which we aggregate the data into completely anonymized statistical sets that can no longer be linked back to any individual identifiable user.
  • For customer support communication records, we retain these records for 7 years after the resolution of your corresponding support ticket, to allow us to reference past interactions in case follow-up issues arise related to your order or service request.
    When your personal information is no longer needed for the purposes we originally collected it for, we will securely delete, anonymize, or irreversibly encrypt that data to prevent any unauthorized future access.

7. Your Rights Under Data Protection Law

As a user located in the European Union, or a user whose personal data is processed in accordance with GDPR provisions, you hold a comprehensive set of legally enforceable personal data rights, which we fully respect and will support you to exercise without imposing any unfair barriers:

  • ‌Right of Access‌: You have the right to request a free copy of all the personal information we hold about you, as well as detailed information about how we process that data, what recipients we have shared it with, and the expected retention period.
  • ‌Right to Rectification‌: If you find that any of the personal information we hold about you is inaccurate, incomplete, or out of date, you have the right to request that we correct that information immediately. You can also update most of your own personal details directly in the account settings page after logging into your user profile on our website.
  • ‌Right to Erasure (“Right to be Forgotten”)‌: Under specific circumstances (including when your personal information is no longer necessary for the original purposes it was collected, when you withdraw your consent for processing, or when our processing of the data violates applicable laws), you have the right to request that we erase all of your personal information without undue delay, subject to the exceptions that apply when we are required to retain the data to fulfill a legal obligation.
  • ‌Right to Restriction of Processing‌: You have the right to request that we temporarily suspend the processing of your personal data in situations where you contest the accuracy of the data, the processing is unlawful but you do not want us to delete the data, we no longer need the data for our processing purposes but you require the data for the establishment, exercise or defense of legal claims, or you have objected to our legitimate interest based processing pending the verification of our overriding legitimate grounds.
  • ‌Right to Data Portability‌: You have the right to receive all the personal data you have provided to us, in a structured, commonly used, machine-readable format, and the right to transmit that data to another data controller without obstruction from our side, for all processing activities that are carried out based on your consent or for the performance of a contract with you.
  • ‌Right to Object‌: You have the right to object at any time to our processing of your personal data that is based on our legitimate interests. If we cannot demonstrate compelling legitimate grounds for the processing that override your rights, freedoms and interests, we will immediately cease the processing of your personal data for those purposes. You also have an absolute right to object to the processing of your personal information for direct marketing purposes, at any time and free of charge.
  • ‌Right to Withdraw Consent‌: For any processing activity that you have previously given your explicit consent to, you have the full right to withdraw that consent at any time. The withdrawal of your consent will not affect the lawfulness of any processing activities that we have already carried out based on your consent before the moment of withdrawal.
  • ‌Right to Lodge a Complaint‌: If you believe that our processing of your personal information has violated applicable data protection regulations, you have the right to submit a formal complaint to the competent national data protection authority in your country of residence, or the Croatian data protection authority that supervises our activities.

To exercise any of the rights listed above, you can send your request to us via email at [email protected], or send a written request to our registered physical address at Novomarofska ulica 47, 10110 Zagreb, Croatia. We will respond to your formal request within one month of receiving it. In case of complex requests or a large volume of simultaneous requests, we may extend the response period by a maximum of two additional months, and we will inform you of this extension within one month of receipt of your request. We will never charge you any fee for processing your legitimate data rights request, unless your request is clearly manifestly excessive, repetitive, or unfounded, in which case we may charge a reasonable administrative fee to cover our processing costs, or refuse to act on the request, with a full explanation to you of our decision.

8. Data Security Measures

We take the security of your personal information extremely seriously, and have implemented comprehensive technical and organizational security measures to protect your data against accidental loss, unauthorized access, alteration, disclosure, destruction, or any other form of unlawful processing. These security measures include:

  • End-to-end TLS 1.3 encryption for all data transmitted between your web browser and our e-commerce website, ensuring that no third party can intercept and read your personal information during transmission over the public internet.
  • Regular periodic security vulnerability scanning, penetration testing conducted by independent third-party cybersecurity firms, and immediate security patch updates for all our server systems and website software to eliminate known security risks.
  • Role-based access control restrictions for all our internal employees, so that only a very limited number of authorized staff who require access to your personal data to perform their job duties (such as order processing and customer support staff) have access to your information, and all access activities are logged and audited regularly.
  • Offline encrypted backup of all our critical user data, stored in geographically separate secure data centers, with strict physical access control to prevent data loss in the event of unexpected server failures or natural disasters.
  • Regular data protection and information security training for all of our employees, to ensure all staff understand their legal obligations to protect user personal information, and follow the correct data handling protocols at all times.

While we make every reasonable effort to protect your personal information, no data transmission or storage security system can be guaranteed to be 100% invulnerable. In the extremely unlikely event that a personal data breach occurs that poses a high risk to your rights and freedoms, we will notify you and the relevant competent supervisory authority of this breach in full compliance with the GDPR legal requirements, without undue delay.

9. Cookies and Similar Tracking Technologies

Our e-commerce website uses cookies, small text files that are stored on the hard drive of your device when you visit our site, to distinguish you from other website visitors, improve your browsing experience, and analyze the performance of our website. The types of cookies we use include:

  • ‌Strictly Necessary Cookies‌: These cookies are absolutely essential for the website to function properly, enabling you to navigate between pages, use the shopping cart feature, proceed to checkout, and access secure areas of the site. You cannot disable these cookies through our website consent banner, as the site will not operate correctly without them.
  • ‌Functional Cookies‌: These cookies remember the preferences you have set on our website, such as your selected language, currency setting, and saved shipping address, so that you do not have to re-enter these settings every time you return to visit our platform.
  • ‌Analytics Cookies‌: These cookies help us understand how visitors interact with our website pages, collect anonymized statistics about the number of visitors, the most popular pages, and the traffic sources to help us improve our website structure and content.
  • ‌Marketing Cookies‌: These cookies are used to track your browsing activities across different websites, to display relevant personalized advertisements for our products to you on external third-party platforms, in line with your interests.

When you first visit our website, you will be presented with a cookie consent banner that allows you to customize your cookie preferences, accept all non-necessary cookies, or reject all non-necessary cookies. You can also adjust the cookie permission settings directly in your own web browser at any time, to block or delete existing cookies stored on your device. Please note that disabling some categories of cookies may impact certain non-core features of our website, and limit some of the personalized functions available to you during your shopping session.

10. Children’s Privacy

Our e-commerce website sells office supplies, industrial production goods, and business-oriented products, and our services are not targeted at children under the age of 16. We do not knowingly collect any personal information from children under 16 years old. If we discover that we have inadvertently collected personal data from a child under 16 without verifiable parental consent, we will immediately take steps to delete that information from all our servers and data storage systems as quickly as possible. If you are a parent or guardian and you believe that your child has provided us with their personal information, please contact us immediately at [email protected], and we will promptly address the situation.

11. Changes to This Privacy Policy

We may periodically update and revise this privacy policy from time to time, to reflect changes in our business operations, new regulatory requirements, or new features we introduce to our e-commerce platform. When we make material changes to this policy, we will update the effective date posted at the top of this document, and prominently post a clear notice on the homepage of our website www.office-ags.com to inform all users of the upcoming revisions before they go into effect. We encourage all users to review this privacy policy regularly to stay informed about how we protect your personal information. Your continued use of our website and e-commerce services after the effective date of the revised privacy policy will constitute your acknowledgement and agreement to the updated terms of the policy.

12. Contact Information for Privacy Inquiries

If you have any questions, comments, concerns, or requests related to this privacy policy, our personal data processing practices, or wish to exercise any of your data protection rights outlined above, please do not hesitate to contact us directly at:
Office-Ags d.o.o. za proizvodnju i trgovinu
Address: Novomarofska ulica 47, 10110 Zagreb, Croatia
Email: [email protected]
Telephone: +385 1 655 1293