Based on the provisions of Article 13. and Article 27. Of the Law on Consumer Protection (Official Gazette of RS 62/2014, 6/2016 - other law and 44/2018 - other law) Saša Matić PR Studio ceramics Bardak, its valued customers who buy goods through the website




  1. that the sale of goods through the website is performed within the registered activity of the legal entity Sasa Matic PR Studio ceramics Bardak, Panciceva 14, Stari Grad, Belgrade, MB: 65923181, PIB: 112170797, Tel .: +381637172484, the address for filing a complaint is: This email address is being protected from spambots. You need JavaScript enabled to view it.;
  2. that the basic features of the goods can be found on the website;
  3. according to the Law on Consumer Protection (Official Gazette of RS, No. 62/2014, 6/2016 - other law and 44/2018 - other law), a purchase through our sales website is considered a sale on distance;
  4. that the goods sold through the website have the properties necessary for the regular use of that type of goods in accordance with its purpose defined in the Declaration;
  5. that the conformity of the goods to the contract is determined exclusively according to the properties and purpose of the goods, as defined by the corresponding Declaration;
  6. that the selling price of the goods is indicated with each item;
  7. that the selling price of the goods does not include delivery costs;
  8. that the delivery service of goods is performed in the manner described in the segment "Information on delivery";
  9. that the possibility of purchasing goods with special price benefits and ∕ or with special sales incentives (promotional sales), is performed in accordance with the conditions published on the website;
  10. that when purchasing on our website, maximum care is taken to protect the privacy of customer data in the manner defined on the Privacy Policy page;
  11. that the buyer can pay for the goods, which he buys through the website, in the manner described in the segment "Methods of payment";
  12. that the consumer, when creating an order, accepts the obligation to pay for the ordered goods;
  13. that in case of receipt of goods, if the consumer does not want to keep it, he has the right to withdraw from the contract and refund in the amount of the purchase price paid for the goods in question, within 14 days as defined in the segment "Right of withdrawal “;
  14. that for goods ordered through the online store, the consumer has the right to file a complaint, in the manner defined in the "Complaint" segment.


Method of payment


Payment is possible by e-banking to our account (or other electronic services, depending on the bank's capabilities) or by payment slip at the post office or bank. Payment is made on the basis of data contained in the electronic form of the payment slip which is generated at the time when the Seller has confirmed the Buyer's order in its system. The Seller will deliver this payment slip to the Buyer via e-mail. Filling in the data in the field "call number" during the realization of the payment is obligatory because it is related to the electronic number of the transaction, ie the order to which the payment refers. We will send the goods to you after the registered payment. In the case of payment for goods in this way, when you pick up the ordered goods, you pay the courier only the cost of delivery of the shipment.


You can also make the payment in person at our business premises in Belgrade and Novi Sad.


Delivery information


Due to the fragility of the items, the recommendation is personal collection in our business premises in Belgrade and Novi Sad. Complaints due to broken items during delivery are not accepted and this way the Buyer assumes the risk if something happens during transport.


If you do decide to take the delivery by courier, we will take all steps to secure the purchased item for transport.


For delivery, we prefer the "PostExpress" courier service, but at the customer's request, the package can also be sent trough other courier services.


The price of delivery of shipments depends on the weight of the package and the current price list of the courier service.


Delivery time after confirmation of payment is 3 to 7 days. You will receive information that the package has been sent to your e-mail address together with the data for tracking the shipment.


The package is delivered a day later after shipping. Please ensure that there is a person at the address who can pick up the shipment during this period.


The right to withdraw


According to the Law on Consumer Protection (Official Gazette of RS, No. 62 / 2014,6 / 2016 and 44/2018) - hereinafter: the Law, purchases through our sales website are considered distance selling.


The Law on Distance Selling establishes the right of a buyer, who is considered a consumer (a natural person who buys a product to meet his individual needs and not to perform professional activities), to withdraw from the contract within 14 days from the day the product was delivered . When withdrawing, the buyer can, but does not have to, state the reasons for withdrawing.


The statement of withdrawal from the contract has legal effect from the day it is sent to the trader.


The statement on withdrawal from the contract is sent to the e-mail address: This email address is being protected from spambots. You need JavaScript enabled to view it.


If he/she withdraws from the contract, the buyer is entitled to a refund or exchange for another product. The price is returned to the buyer upon receipt of the product, and after it is determined that the product is undamaged and correct.


The buyer is obliged to return the product without delay, and no later than within 14 days from the day when he sent the withdrawal form. After the expiration of the period of 14 days from the day when he sent the withdrawal, the product can no longer be returned.


When returning the goods, it is obligatory to return them in a correct and unused condition and undamaged original packaging.


Upon receipt of the product, it will be determined whether the product is correct and undamaged. The customer is responsible for defects or damage to the product that are the result of inadequate handling of the product, ie. the buyer is solely responsible for the impaired value of the product that arises as a result of handling the goods in a way that is not adequate, ie exceeds what is necessary to establish its nature, characteristics and functionality. If it is determined that a defect or damage to the product has occurred through the fault of the buyer, the refund of the price will be refused and the product will be returned to him at his expense.


Refund procedure


The trader is obliged to return to the buyer without delay the amount paid by the consumer under the contract, and no later than 14 days from the date of receipt of the statement of withdrawal, and after receipt of the product.


The costs of returning the goods and money are borne by the buyer, except in cases when the buyer receives a defective or incorrect item.


If the above conditions for refund are met, we will send you an e-mail with a request to send us the number of your RSD current account and the name of the bank where the account is opened.


Once you have provided the necessary information, we will take the necessary action to deposit the funds into your current account. Refunds are made exclusively by payment to the RSD current account and it is not possible to send money by courier in cash.


You can download the withdrawal form here.


You can download the distance contract here.




As stated, complaints due to damage in transport are not accepted.


If you received the shipment and after opening the package found that the delivered goods do not match the ordered, in terms of quantity, type of product or if for some reason you are not satisfied with the product, you have the right to complain.


The rights and obligations of sellers and buyers regarding product complaints are prescribed by the Law on Consumer Protection.


As our Buyer, in order to exercise your rights due to non-compliance of the goods with the contract, as well as due to incorrectly calculated prices and other defects, you can send us a statement of complaint in one of the following ways:


  1. By phone at: +381637172484 - weekdays from 9 am to 5 pm.
  2. By sending an e-mail, entitled COMPLAINT, to our e-mail address: This email address is being protected from spambots. You need JavaScript enabled to view it.


In the statement of complaint, the buyer should state: his name and surname, residential address, telephone number, e-mail address, invoice number, price of purchased goods, description of non-conformity of the goods, buyer's request to eliminate non-conformity, date when the buyer received item.


The seller is obliged to respond to the consumer without delay, and no later than within 8 days from the day of receipt of the complaint, with a statement on the submitted request, a proposal for resolving it and the deadline within which the complaint will be resolved, and the resolution of the complaint is possible only with the prior consent of the consumer.


The Seller is obliged to act in accordance with the decision, proposal and deadline for resolving the complaint, if it has received, in writing or electronically, the prior consent of the Buyer. Therefore, the Buyer will give his consent as soon as possible from the moment of receipt of the Seller's response to the complaint, so that the Seller can resolve the complaint within the above-mentioned legal deadline. Untimely giving of the Buyer's consent will be considered as one of the objective reasons due to which the Seller is not able to satisfy the Buyer's request within the legal deadline.


If the Seller, for objective reasons, is not able to satisfy the Buyer's request within the agreed period, he is obliged to inform the Buyer about the extension of the deadline for resolving the complaint and state the deadline within which he will resolve it, as well as to obtain his consent as soon as possible. Extension of the deadline for resolving complaints is possible only once.


If the Buyer does not accept the replacement of the item with another suitable one, the Buyer will be refunded the amount of the purchase price.


Consent and change of Terms of Use and Sale


Use of our online store and purchase of goods implies the consent of the user / buyer with the Terms of Use and Sales listed on this page. The content of the Terms of Use and Sale may be changed at any time without prior notice and consent of the user / customer. Please check the content of this page periodically to be informed of any changes. Any changes to the Terms of Use and Sale will be posted on this page and are effective from the time of posting.