Pursuant to Articles 13 and 27 of the Consumer Protection Act ("Official Gazette of the RS", Nos. 62/2014, 6/2016 – other law, and 44/2018 – other law), Saša Matić PR Bardak Ceramics Studio hereby:
INFORMS its valued customers who purchase products via the website bardak.srb that:
Ordered products can be paid for in one of the following ways:
Note: Cash-on-delivery purchases are not available. Ordered items will not be shipped unless full payment has been confirmed. Parcels will not be dispatched without prior payment.
Due to the fragility of ceramic products, we recommend personal pickup at our business premises. If the Customer nevertheless chooses delivery through a courier service provided by the Seller, the Seller remains responsible for the product until it is handed over to the Customer. The Customer is obliged to immediately report any visible damage upon receipt and to retain the packaging until the complaint procedure is completed. If the Customer independently engages a courier service not offered by the Seller, the risk transfers to the Customer at the moment the goods are handed over to that courier.
We, as the Seller, will take all reasonable precautions to properly protect the item for shipping and minimize the risk of damage.
Deliveries are made via the "PostExpress" courier service, unless the Customer specifically requests another courier service. The delivery cost depends on the weight of the package and the current price list of the selected courier.
The delivery time after payment confirmation is between 3 to 7 business days. Once the package is dispatched, the Customer will receive an email confirmation including tracking details.
The package is usually delivered the day after dispatch. Please ensure that someone is present at the designated address during this time to receive the shipment.
The Seller is not responsible for any damage incurred during delivery if the Customer has declined the recommendation for personal pickup. The Customer assumes full risk related to transportation if they choose delivery by courier, even if the Seller has taken all reasonable measures to package and secure the shipment.
In accordance with the Law on Consumer Protection (Official Gazette of RS, nos. 62/2014, 6/2016, and 44/2018), purchases made through the bardak.srb website are considered distance selling.
In the case of distance selling, the consumer (a natural person purchasing a product for personal use and not for professional activity) has the right to withdraw from the contract without stating a reason, within 14 days from the day of receiving the product.
The withdrawal statement takes legal effect from the day it is sent to the trader and must be submitted via email to: This email address is being protected from spambots. You need JavaScript enabled to view it..
If the buyer exercises the right of withdrawal, they are entitled to a refund of the paid amount. The refund will be made after the returned product is received and confirmed to be undamaged and in proper condition.
The buyer is obliged to return the product without delay, and no later than 14 days from the day the withdrawal statement was sent. After this period, a refund is no longer possible.
The product must be returned in proper, unused condition and in undamaged original packaging.
Upon receipt of the returned goods, their condition will be inspected. The buyer is responsible for any damage or reduction in value caused by improper handling of the product, i.e., exceeding what is necessary to determine the nature, characteristics, and functionality of the product.
After determining the condition of the goods, the Seller shall, without delay and no later than within 14 days, refund the paid amount, including the product price and the cost of standard delivery (if paid), while the cost of returning the goods shall be borne by the Customer.
If it is determined that the product is defective or damaged due to the buyer’s fault, the refund will be denied, and the product will be returned to the buyer at their expense.
In accordance with Article 37, paragraph 1, item 5 of the Consumer Protection Act, the consumer has no right to withdraw from the contract if the subject of the purchase is a product made according to the consumer’s specifications or clearly personalized.
Unique ceramic items made to order — including custom choices of color, shape, inscriptions, dedications, or any other form of personalization — are considered products made at the request of the consumer. In such cases, a refund or exchange is not possible unless the product is non-compliant with the contract (e.g. damaged, incorrect item, etc.).
The Seller is obligated to refund the amount paid under the contract to the consumer without undue delay and no later than 14 days from the date of receiving the withdrawal notice or after the returned product has been received, or once the consumer provides proof that the product has been sent back — whichever occurs first.
The costs of returning the product and transferring the refund shall be borne by the customer, except in cases where the product delivered was defective or incorrect. In such cases, all return costs are covered by the Seller.
If all the conditions for a refund are met, the customer will receive an email requesting them to provide their RSD (Serbian dinar) current account number and the name of the bank where the account is held.
Once the necessary information is received, the refund will be issued exclusively to the specified dinar current account. Refunds in cash, through courier services, or to foreign accounts are not possible.
If, upon receiving the shipment, you find that the delivered goods do not match your order in terms of quantity, product type, or contain defects that affect their conformity, you have the right to file a complaint.
The rights and obligations of consumers and sellers regarding complaints are regulated by the Consumer Protection Act.
To exercise your rights related to non-conformity, incorrect pricing, or other defects, you may submit a complaint via one of the following methods:
The complaint must include the following information:
The Seller is obliged to respond to the customer without delay, and no later than within 8 days from the date of receiving the complaint, providing a statement on the request, a proposed solution, and a deadline for resolving the complaint. A complaint can only be resolved with the prior consent of the customer.
If the customer gives consent, the Seller is required to act in accordance with the proposed solution and within the agreed deadline. The customer must provide their consent as soon as possible after receiving the Seller's response, so that the complaint process may be completed within the legally prescribed timeframe. A delay in providing consent will be considered an objective reason preventing the Seller from fulfilling the request within the legal deadline.
If, for justified reasons, the Seller is unable to resolve the complaint within the agreed timeframe, they must notify the customer, state a new deadline, and obtain the customer's consent. The extension of the resolution period can only be granted once.
If the customer does not accept the proposed replacement with a suitable product, they are entitled to a full refund of the purchase price.
All official communication related to complaints, withdrawal from the contract, refunds, or other customer requests must be carried out in written form via the official email address: This email address is being protected from spambots. You need JavaScript enabled to view it..
Bardak Ceramics Studio strives to respond to all messages within 1 to 2 business days, except in cases of high message volume, technical difficulties, or public holidays, in which case the response time may be extended. In all correspondence, the customer is required to provide relevant information (full name, phone number, order or invoice number) to ensure faster identification and resolution of the request.
The Seller is not obliged to respond to inquiries sent through informal channels (e.g., direct messages via social media, oral communication, or messages lacking basic identification details).
By using the website bardak.srb and sending electronic messages to Bardak Ceramics Studio, you agree to communicate with us in electronic form. All communication conducted via email, website forms, or other forms of digital interaction (e.g., order confirmations, consents, contract withdrawals, complaints) shall have the same legal effect as if made in written form, in accordance with the Law on Electronic Commerce ("Official Gazette of RS", nos. 41/2009 and 95/2013).
Electronic messages are deemed received by Bardak Ceramics Studio at the moment they become accessible in the inbox of the official email address: This email address is being protected from spambots. You need JavaScript enabled to view it..
All legally relevant statements, notifications, documents, or agreements submitted electronically have full legal validity, unless otherwise provided by law.
The customer agrees to provide accurate and valid contact details when communicating electronically and to regularly check their email. The Seller is not responsible if the customer fails to receive a message due to an incorrect or outdated email address, full inbox, unreadable format, or other technical issues on the recipient’s side.
By using the online store and purchasing products through bardak.srb, the user/customer confirms that they are familiar with and fully accept these Terms of Use and Sale.
Bardak Ceramics Studio reserves the right to modify, supplement, or update these terms at any time without prior notice and/or consent from users. All changes will be published on this page and shall take effect from the moment of publication.
We recommend that users periodically review the contents of this page to stay informed of the applicable rules.
These Terms were last updated on: May 15, 2025.
Bardak Ceramics Studio shall not be held liable for the failure to fulfill contractual obligations due to force majeure circumstances beyond its control, including but not limited to: natural disasters, fire, flood, earthquake, strike, interruption of courier services, or technical errors caused by third parties (internet providers, banks, courier services, etc.).
We also reserve the right to modify or correct information on the website at any time and without prior notice, including corrections of technical or typographical errors related to product descriptions, pricing, or availability. In the event of an obvious pricing error, the order will not be fulfilled without first contacting and obtaining the customer’s approval.
The Seller is not liable for delays or failure in delivery if the customer has provided incomplete, invalid, or incorrect information (e.g., address, phone number, email), nor for any resulting damage due to such information.
Any disputes that may arise from the Terms of Sale, their interpretation, application, or the execution of a contract concluded through the bardak.srb website shall be resolved amicably and in good faith.
If a mutual agreement cannot be reached, all disputes shall fall under the jurisdiction of the competent court in Belgrade.
All contracts and legal relations established between Bardak Ceramics Studio and the customer shall be governed by the laws of the Republic of Serbia.
Seller Name: Saša Matić PR Bardak Ceramics Studio
Business Address: Pančićeva 14, 11000 Belgrade, Republic of Serbia
Company Registration Number (MB): 65923181
Tax Identification Number (PIB): 112170797
Contact Phone: +381 63 717 2484
Contact Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Website: https://бардак.срб
Email address for submitting contract withdrawals, complaints, and all official written communication:
This email address is being protected from spambots. You need JavaScript enabled to view it.
Customer Support Working Hours (phone or email):
Monday–Friday from 09:00 to 17:00 (CET)
