These Terms govern the sale of ceramic products, education services, reservations, education vouchers and other services offered under the common name ‘Studio keramike Bardak’.
Any provision that affords the Consumer fewer rights than mandatory law shall not apply. In such a case, the more favourable consumer right provided by law shall apply directly.
These Terms apply to natural persons who acquire a product or service outside their business or professional activity (hereinafter: the Consumer).
Relations with legal entities, sole traders and other business customers shall be governed by an individual offer or a separate agreement. Consumer rights apply to such relations only where required by mandatory law.
‘Studio keramike Bardak’ is a common brand name and is not a separate legal entity. The contract is concluded with the entity that sells the relevant product or provides the relevant service:
The offer, confirmation and other contractual documentation shall clearly identify which of these two entities is the contracting party. The common brand, contact address and authorised person receiving communications do not merge their separate contracts or business records.
The main characteristics of the product or service, price, availability, time limit and method of performance are stated on the offer page or in an individual offer before the contract is concluded.
All prices, calculations and payments are stated exclusively in Serbian dinars (RSD). The stated price includes applicable taxes and mandatory charges. Delivery costs are not included where they are stated separately before the offer is accepted.
Where the total delivery cost cannot be calculated precisely in advance, before concluding the contract the Consumer receives the calculation method and an estimate based on the courier’s current official price list, weight, dimensions, value and other characteristics of the shipment.
An obvious technical or typographical error in the displayed price does not change the agreed price to the Consumer’s detriment without the Consumer’s express consent. If the error is identified before the contract is concluded, the Sole Trader shall provide a corrected offer, which the Consumer may accept or reject. If the contract has already been concluded, the price shall not be changed unilaterally to the Consumer’s detriment.
Contact forms, reservation, voucher, service and education forms, and other general enquiries are used to collect the information needed to prepare an offer. Submitting them is not an order and does not by itself conclude a contract.
The usual contract conclusion process is as follows:
After the contract is concluded, the Consumer receives confirmation on a durable medium, normally by email, containing the agreed information and, where applicable, information on the right of withdrawal and the withdrawal form.
The online store is active and accepts orders for products marked as available on the relevant offer page. An automated message stating that an order has been received is only an acknowledgement of receipt and not acceptance of the order. The contract is concluded only when the Sole Trader sends a separate confirmation that the order has been accepted. If a product is unavailable or cannot be delivered, the Sole Trader shall notify the Consumer without delay and refund any amount received.
Immediately before the electronic action that creates a payment obligation, the subject matter, total price, costs and the fact that the action creates a payment obligation are clearly displayed.
Payments to the Sole Trader
Payments to the Association
Payment is deemed made when it is recorded in the account of the relevant entity, or when cash is received and the appropriate proof of payment is issued.
Ceramic products are delivered only within the territory of the Republic of Serbia.
The Sole Trader organises delivery through PostExpress. The delivery time, cost and available tracking method are stated before the contract is concluded. Unless a different deadline is agreed, the goods shall be delivered without delay and no later than the statutory deadline.
Personal collection in Belgrade or Novi Sad is available only by prior arrangement. The exact place and time of collection are stated in the offer or confirmation.
Where delivery is offered or organised by the Sole Trader, the risk of accidental loss of or damage to the goods remains with the Sole Trader until the goods are delivered to the Consumer or another person designated by the Consumer, in accordance with mandatory law.
If the Consumer independently requests a carrier or forwarding agent that was neither offered nor organised by the Sole Trader, the delivery and transport terms shall be agreed separately. Such an agreement may not exclude or limit rights that mandatorily belong to the Consumer under the law.
The Consumer is advised to inspect the external condition of the parcel upon receipt and report any visible damage without delay, preferably with photographs and the carrier’s written record. Failure to follow this recommendation does not by itself remove statutory rights arising from lack of conformity or damage.
The Sole Trader shall deliver a product that conforms to the description, agreed quantity, quality, purpose and other agreed characteristics, as well as reasonable expectations regarding functionality, durability and safety.
Ceramic products are handmade. Minor variations in shade, texture, position of decoration, traces of handcrafting or dimensions may be natural characteristics of the item, but only if they comply with the description, sample and agreed tolerances and do not affect safety, functionality or the agreed purpose.
The description of a product as handmade does not exclude liability for cracks, lack of safety, delivery of the wrong item, a material deviation from the approved specification or another defect causing the product not to conform to the contract.
The Sole Trader is liable for any lack of conformity that appears within the statutory period, including the two-year period from delivery of the goods to the Consumer where that period applies. Depending on the nature of the defect and the conditions prescribed by law, the Consumer may request an appropriate statutory remedy.
The Consumer has the right to withdraw from a distance contract without giving a reason within 14 days, except where a statutory exception applies.
Statutory exceptions, which apply only when their conditions are met and the Consumer has been informed before concluding the contract, include in particular: goods made to the Consumer’s specifications or clearly personalised goods; a service fully performed after the Consumer’s prior express consent and acknowledgement that the right of withdrawal is lost upon full performance; and a service related to leisure activities where the contract provides for a specific date or period of performance, which may include a workshop or course scheduled for a specific date. These exceptions do not reduce the Consumer’s rights arising from lack of conformity, damage or incorrect performance.
For the sale of goods, the withdrawal period begins on the day the Consumer or a third party designated by the Consumer, other than the carrier, takes possession of the goods. For services, it begins on the day the contract is concluded.
Withdrawal may be declared using the prescribed form or any other unequivocal statement. It is sufficient for the statement to be sent before the deadline expires. If an online form on the website is used, receipt shall be confirmed without delay on a durable medium.
The form is available as an online form on the website and as a downloadable PDF form. The statement may also be sent to This email address is being protected from spambots. You need JavaScript enabled to view it..
The Consumer shall return the goods without delay and no later than 14 days after sending the withdrawal statement. The Consumer bears the direct cost of returning the goods where clearly informed of that obligation before the contract was concluded. This obligation must be stated in the offer, the ordering process and the contract confirmation. If the Sole Trader did not provide such information or agrees to bear the cost, the Consumer shall not bear it.
The Sole Trader shall refund the amount received, including the cost of the least expensive standard delivery offered, without undue delay and no later than 14 days after receiving the withdrawal statement. The refund may be withheld until the returned goods are received or until reliable evidence that the Consumer sent the goods is received, whichever occurs first.
The refund shall be made using the same means of payment, unless the Consumer expressly agrees to another method at no additional cost. The Consumer is liable only for diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functionality of the product.
Original packaging is not a condition for exercising the right of withdrawal, but the Consumer must package the product in a manner suitable for fragile ceramics to prevent damage during return transport.
The right of withdrawal may be excluded for a product made to the Consumer’s specifications or clearly personalised.
Before such a contract is concluded, the Consumer receives a description of the specification for approval, the price, production time and clear notice that the right of withdrawal may be excluded for that product.
This exclusion does not affect the Consumer’s rights if the product lacks conformity, is damaged, is incorrectly made or materially deviates from the approved specification.
The Association provides education services, reservations, firing services, studio rental and professional advice within the scope, at the time and for the price stated in the relevant offer or confirmation.
The schedule and the use and rescheduling of sessions are governed by the relevant offer and the Rules for Use of Sessions, which are available to the Consumer before the offer is accepted. In case of inconsistency, an individually agreed term that is more favourable to the Consumer shall prevail.
If the Association cancels the agreed activity or cannot hold it, the rules on a replacement date, refund and the contractual cancellation fee set out in this section shall apply.
Reservation payment — RSD 1,000. It is non-refundable if the participant cancels the reservation.
The stated reservation payment is required to secure a place in a workshop with a specific date and a limited number of participants. The reservation is confirmed when payment is received. The reservation payment is credited towards the total workshop price and is not an additional charge above the price stated in the offer.
Where a particular education service is related to leisure activities and is contracted for a specific date or period, the Consumer has no 14-day right to withdraw from the distance contract, in accordance with the statutory exception for leisure-activity services performed on a specific date or during a specific period. In that case, the right is excluded from the time the contract is concluded, not only from the start of the activity. The application of the exception shall be stated clearly in the offer before the contract is concluded and again in the contract confirmation.
Notwithstanding that statutory exception, the Association allows the participant a contractual right to cancel the reservation before the workshop begins. In that case, the Association retains RSD 1,000 as an agreed cancellation fee due to the reservation of a place in a limited group and the risk that the vacated place will not be filled, and the participant is not required to pay any unpaid balance of the price. If the participant has paid more than RSD 1,000, the Association shall refund the amount exceeding RSD 1,000 within 14 days after receiving the cancellation notice.
If the Association cancels a workshop for reasons for which it is responsible and the participant does not accept the offered replacement date, the Association shall refund all payments received. If cancellation results from force majeure or another circumstance for which the Association is not responsible, the participant may choose a replacement date or a full refund of all payments received, without any additional compensation.
These contractual cancellation rules do not apply where mandatory law gives the Consumer a right to withdraw from the contract. In that case, the refund shall be made in accordance with the law and the Association shall not retain the reservation payment contrary to the Consumer’s mandatory rights.
For a service related to leisure activities where the contract provides for a specific date or period of performance, the Consumer has no statutory right to withdraw from the distance contract, pursuant to Article 38(1)(12) of the Consumer Protection Act (Official Gazette of the Republic of Serbia, No. 35/2026). The participant’s ability to cancel the reservation before the workshop begins, subject to retention of RSD 1,000, therefore constitutes an additional contractual right and not a restriction of the statutory right of withdrawal.
The reservation payment is a predetermined fee for cancellation of the reservation: it is credited towards the price if the contract is performed, and the Association retains it if the participant cancels the workshop before it begins, within the limits and under the conditions set out in these Terms. If the Association cancels the workshop, it shall refund all payments received, and the participant may choose a replacement date, without additional compensation. The fixed amount of RSD 1,000 reflects the limited number of places, the capacity reserved and the risk that the vacated place will not be filled.
This rule shall be interpreted and applied in accordance with Articles 43–47 of the Consumer Protection Act, which require clear and understandable contract terms and prohibit an unfair, unilateral or disproportionate consequence to the Consumer’s detriment. The condition is therefore disclosed before payment, repeated in the reservation confirmation and does not limit the Consumer’s mandatory rights.
For a service that does not meet the requirements of that exception, the general 14-day right of withdrawal applies. If the Consumer expressly requests that the service begin during that period and then withdraws before full performance, the Consumer must pay a proportionate amount for the service already performed, subject to the conditions prescribed by law.
For such a service, the right of withdrawal is lost only when the service has been fully performed, provided that performance began after the Consumer’s prior express consent and acknowledgement that full performance results in the loss of the right of withdrawal. The mere commencement of the service, without full performance and the prescribed statements, does not remove the right of withdrawal.
Education vouchers are issued by the Association. A voucher:
The supplementary payment and additional period do not apply before the initial period expires. If the Association cannot provide the contracted activity, the user may choose a new date or a refund.
When a voucher is activated for a specific date of an activity related to leisure activities, the Consumer has no right of withdrawal if the statutory exception applies and the Consumer was informed before the contract was concluded. For other services, the rules in the preceding section apply: activation of the voucher or commencement of the service alone is not sufficient to end the right without full performance and the prescribed statements.
The Consumer may make a complaint concerning a lack of conformity of a product or service, an incorrectly calculated price or another defect. The entity with which the contract was concluded is responsible, but the complaint may be sent through the common contact channels.
A complaint may be submitted:
A special form is not required. The Consumer should provide information that allows identification of the contract or purchase, a description of the defect and the preferred method of resolution. An invoice is not the only permissible proof of purchase.
The relevant entity shall issue written or electronic acknowledgement of receipt without delay and provide the reference number under which the complaint was recorded. Complaint records are kept for at least two years from the date of submission.
A written or electronic response shall be provided without delay and no later than eight days after receipt. The response shall contain the decision, reasons if the complaint is rejected, a statement regarding the Consumer’s request and, if accepted, a specific proposal for the method and deadline for resolution.
The complaint shall be resolved no later than 15 days after submission, or within another mandatory statutory period applicable to the particular type of goods. The period for technical goods and furniture is 30 days.
Where the Consumer’s consent to the proposed resolution is required, the Consumer shall respond no later than three days after receiving the response. The resolution period is suspended while the response is awaited. If the Consumer does not respond within that period, the Consumer is deemed not to have accepted the proposal.
For objective reasons, the deadline may be extended only once, subject to notice, specification of the new deadline, the Consumer’s consent and recording of the extension.
Providing the original packaging may not be made a condition for resolving a complaint or a reason for refusing rights arising from lack of conformity.
If a dispute is not resolved directly, the Consumer may, after first submitting a complaint or objection, initiate an out-of-court consumer dispute resolution procedure before a body entered in the list maintained by the competent ministry.
Where they act as traders in the relevant relationship within the meaning of consumer protection law, the Sole Trader and the Association are required to participate in that procedure.
The Ministry’s official platform is available at: vansudsko.must.gov.rs.
Personal data are processed to the extent necessary for enquiries, conclusion and performance of the contract, delivery, payment, complaints, withdrawal and compliance with legal obligations. The responsible entity depends on the product or service to which the data relate.
Details of controllers, purposes, legal bases, retention periods and data-subject rights are set out in the Privacy Policy.
Each entity is liable for its own contractual obligations and for damage within the limits established by law. Nothing in these Terms excludes liability that may not lawfully be excluded, in particular liability for intent or gross negligence, death or personal injury, an unsafe product, lack of conformity or other mandatory consumer rights.
A studio user must follow safety instructions, use equipment only after receiving appropriate instruction and act carefully towards people, materials, equipment and the work of others. This obligation does not release the Association from liability for safety, supervision or other duties imposed on it by law.
If performance is temporarily or permanently prevented by an event that a party could not reasonably have foreseen, avoided or remedied, the affected party shall notify the other party without delay. Depending on the nature of the contract and mandatory law, the parties shall agree a new deadline, replacement activity, termination and a refund for the unperformed part.
The current version and its effective date are published on the website. Amendments apply to contracts concluded after their effective date.
An amendment does not alter an existing contract to the Consumer’s detriment without the Consumer’s express consent, unless the change is directly required by mandatory law. If special rules are amended during an active education service, the version in effect when the contract was concluded shall apply, unless the new version is more favourable to the Consumer or is accepted by the Consumer.
The law of the Republic of Serbia applies to the contracts and relationships covered by these Terms.
The parties shall seek to resolve disputes by agreement or out of court. If this is not possible, jurisdiction shall lie with the court determined by law. These Terms do not restrict the Consumer’s right to territorial jurisdiction granted by mandatory law.
Common contact point for receiving and forwarding enquiries, withdrawal statements and complaints:
Communications should specify whether the request concerns a ceramic product and the Sole Trader, or an education service, voucher or other service of the Association. If this is unclear, the authorised person shall forward the request to the relevant entity.
These Terms apply from 1 August 2026.
