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User Guide

AdriaMart User Guide1. How to order2. Payment3. Delivery4. Pre-order products5. Fiscal receipt6. Changed your mind? 14-day withdrawal7. A product is faulty or does not match the order8. Account9. Contact10. Note

AdriaMart User Guide

This guide explains how shopping on AdriaMart works: ordering, payment, delivery, returns and complaints. It is for information only. Your rights and obligations are set out in the Terms & Conditions (/terms); returns and complaints are explained on the Returns page (/odustanak).

1. How to order

  1. Browse the products and add the ones you want to the cart.
  2. Enter your details and the delivery address. You can order as a guest or with an account.
  3. Check the order summary, including the delivery cost, and pay online by card.
  4. You receive an order confirmation by email.
  5. We ship the order and the courier delivers it to you.

2. Payment

  • We accept payment cards (Visa, Mastercard, DinaCard) in RSD, through Raiffeisen Bank's secure payment page with 3-D Secure.
  • Your card is charged when you place the order. AdriaMart does not offer cash on delivery.
  • We never see or store your full card details.
  • Prices are final prices in RSD. AdriaMart is not in the VAT (PDV) system, so no VAT is charged.

3. Delivery

  • We deliver to addresses in Serbia.
  • The delivery cost and the expected delivery time are shown before you pay. Unless agreed otherwise, we deliver without delay and at the latest within 30 days of the conclusion of the contract. For pre-order products, the latest delivery date shown on the product page applies (see Pre-order products below).
  • When the package arrives, check it. If it is visibly damaged, note this with the courier and let us know.

4. Pre-order products

  • Some products are sold as pre-order. We do not keep them in stock: after you order, we buy them from our supplier in China, bring them to Serbia by air and send them to you through Pošta Srbije.
  • The product page marks them as pre-order and shows the latest delivery date, usually 2 to 4 weeks after the order. The checkout and the order confirmation email show the date again.
  • You pay the full price by card when you order. The price is final: air transport, customs and import duties and taxes are paid by us, so you pay nothing more on delivery.
  • If we expect a delay, we tell you without delay; a later date applies only if you agree to it. If the date passes without delivery, you can end the contract (in some cases it ends by law) and we refund the entire amount you paid immediately and at the latest within 5 days of the termination; or you can keep it by setting us an additional deadline without delay.
  • Pre-order products are ordered on their own: please order products in stock in a separate order.
  • As with any other purchase, you can withdraw from the contract before the goods come into your possession, and within 14 days of that day.

5. Fiscal receipt

  • For every order we issue a fiscal receipt (fiskalni račun), as required by Serbian law. Please keep it.

6. Changed your mind? 14-day withdrawal

  • You can withdraw from the purchase within 14 days of receiving the goods, without giving a reason.
  • Tell us before the 14 days end: use the form on the Returns page (/odustanak) or write to [email protected].
  • Send the goods back within 14 days of sending your withdrawal notice (sending them before the deadline is on time), to the return address we give you. You pay the direct cost of returning them.
  • We refund the price and the standard delivery cost within 14 days of receiving your notice, to your card. We may wait until the goods arrive back or you show proof that you sent them.
  • You may handle the goods as needed to establish their nature, characteristics and functioning; you are liable only for a loss in value caused by handling beyond that.
  • Some goods cannot be returned, for example personalised products or opened hygiene products. The Returns page lists them.
  • If you do not want the order, please withdraw as above rather than refusing the delivery.

7. A product is faulty or does not match the order

  • You have the statutory rights for goods that do not conform to the contract for two years from delivery. You must tell us within two months of becoming aware of it.
  • File a complaint (reklamacija) by email to [email protected], through the form on the Returns page, by phone at +381 66 5423472 or by post. Include the order number, a short description and, if possible, photos. The original packaging is not required.
  • We confirm receipt and give you a complaint number, reply within 8 days and resolve the complaint within 15 days (30 days for technical goods and furniture).
  • Within 30 days of delivery you may choose replacement, a price reduction or termination of the contract; after that, repair or replacement comes first. We bear all costs of the remedy, including collection.

8. Account

  • You can order as a guest or create an account. With an account you can see your orders and manage your details.
  • You can sign in with email and password, a Google account or a Facebook account, and reset your password with the "Reset password" link.

9. Contact

  • Email [email protected], call +381 66 5423472, or use the contact form (/contactus).
  • After filing a complaint with us, you may turn to out-of-court dispute resolution; AdriaMart is obliged by law to take part. See section 11 of the Terms & Conditions.

10. Note

  • This guide is for information only and does not replace the Terms & Conditions (/terms), which are binding.