Payment terms

These purchase terms define the rules that both seller and customer must observe to ensure the successful completion of sales transactions via the Zlatara Andrejević online store. The purchase terms also specify the liabilities borne by Zlatara Andrejević and the Customer resulting from any failure to comply with these rules. Zlatara Andrejević reserves the right to amend the general terms of purchase in line with changes to our offering or legal regulations, so customers are advised to review the general terms before each purchase.

General terms

The Zlatara Andrejević e-store accepts VISA, MasterCard and Maestro payment cards.

The customer's card is debited after the goods have been dispatched to the Customer.

Zlatara Andrejević guarantees the price on the day of purchase, regardless of any subsequent price changes prior to delivery, including any price increases or reductions.

In the event of an error during purchase (e.g. loss of internet connection or unavailability of the credit card processor), the Customer's account will not be charged.

Zlatara Andrejević undertakes to hand over purchased goods to the designated courier service within one working day. Estimated total delivery time to the address provided by the Customer during checkout is a maximum of 6 working days, regardless of the destination in Serbia (goods usually arrive within 2 to 3 days).

If the Customer provides incorrect personal details or delivery address during checkout, Zlatara Andrejević accepts no liability for non-delivery. In such cases, Zlatara Andrejević will attempt to contact the Customer and deliver the goods to a newly established address subject to additional delivery charges; if unsuccessful, the Customer will be charged an administrative fee of 450.00 RSD.

Should any ambiguities arise regarding the personal details or items selected, Zlatara Andrejević will contact the Customer by telephone or email prior to dispatch. If the customer is unreachable or does not reply to the email, this may extend delivery times, for which Zlatara Andrejević cannot accept liability.

Delivery times may be extended if the Customer requests custom modifications to the selected product. The Customer will be informed of this in advance.

If the Customer refuses to accept the purchased goods, an administrative fee of 450.00 RSD will be charged to cover handling costs (see CANCELLING A PURCHASE).

During promotional periods, courier delivery fees are included in the price of the goods. Following the end of a promotional period, Zlatara Andrejević will clearly display the applicable delivery charges.

Once a purchase is completed and prior to delivery to your address, the specification of selected items cannot be altered.

After purchasing, the Customer can track their order status online or by calling +381 11 30 86 850.

In the event of any changes or issues during delivery, Zlatara Andrejević will attempt to contact the Customer using the phone number or email address provided during checkout.

Zlatara Andrejević is under no obligation to resolve complaints arising from non-delivery caused by an incorrect or non-existent Customer address.

If Zlatara Andrejević is unable to deliver purchased goods due to technical reasons, the Customer will be notified immediately by phone and their account will not be charged for the amount.

Purchases on the Zlatara Andrejević online store may only be made by adults aged 18 and over.

Zlatara Andrejević is not liable for transactions conducted without the knowledge of cardholders (stolen credit cards, borrowed payment cards, children using parents' cards, etc.). In such cases, Zlatara Andrejević will not issue a refund.

Billing

Pre-authorisation: involves pre-authorising the transaction, whereby funds equal to the order value are reserved on the Customer's card account, and the transaction is settled only after the dispatch of goods/services or upon confirmation to the bank by the Merchant that delivery has taken place.

Cancelling a purchase:

If for any reason you wish to do so, we accept order cancellations for purchases made on our online store within 14 days of delivery or collection.

If you decide to cancel your order within this period and inform us in writing, we will initiate the refund process for the amount charged.

Prior to this, you must return the delivered products to our registered headquarters at your own expense by any suitable means. Note: do not send returns cash on delivery!

Important: products must be returned in their original, undamaged packaging, unused and complete (as received at delivery), accompanied by original purchase documentation (delivery note, fiscal receipt, certificate). A written declaration (completed form) stating your intent to cancel the purchase of the specific item must also be submitted, including your national ID number (JMBG) from your identity card, as required by law for cancelling the fiscal receipt.

Refunds will be processed within a reasonable timeframe and no later than 30 days after receiving PROPERLY returned products. If all the above conditions are not met, we will be unable to issue a refund and the items will be re-sent to you at your expense.

CERTIFICATE (Declaration of conformity)

Before dispatch to the Customer, product quality and condition are verified by two members of our quality control committee. The Certificate is accordingly signed by both committee members.

The Certificate details the weight and quality of precious metals. If a piece contains gemstones, pearls or similar decorative elements, these are listed and described in the Certificate. Any diamonds or brilliant-cut diamonds set in Zlatara Andrejević jewellery are untreated by any known methods and are exclusively natural in origin. Weight and quality are recorded on the Certificate in accordance with GIA nomenclature.

Unlike diamonds, coloured gemstones worldwide are commonly treated to enhance their quality and appearance, which may also apply to coloured stones set in jewellery sold by Zlatara Andrejević.

Depending on the type, gemstones may have more or fewer light or dark inclusions, natural veins (internal or external irregularities) and unevenness in colour. This is not considered a defect. However, if the Buyer is not satisfied with the appearance of the product due to the imperfection of the photograph and the presentation of the product on the internet, they may return it within the specified timeframe (see CANCELLATION OF PURCHASE).

Pearls sold by Zlatara Andrejević or set in Zlatara Andrejević jewellery are cultured, unless otherwise stated in the Certificate. Since pearls are created by oysters, they may exhibit certain irregularities and imperfections, which are not considered defects.

Jewellery is not covered by a warranty for physical damage caused during use, as certain pieces are so delicate that they can easily snap, break, dent, bend or similar. The Buyer is advised to read the attached instructions for cleaning, care and use of the jewellery in detail.

If a defect or other problem arises with jewellery purchased at Zlatara Andrejević, we recommend seeking assistance from our service workshop.

To avoid misunderstandings, it is the Buyer's duty to inspect the product upon delivery in the presence of the courier and to point out any potential mechanical damage, in which case the product will be replaced.

Data Privacy

In order to successfully process your purchase, you need to enter accurate details regarding your full name, email address, contact phone number and address. With these details, we will be able to deliver the purchased goods to you. Your personal data will not be used for marketing or any other purposes, unless you have given your consent for the above.

During the actual payment for products from the shopping cart (i.e. reserving funds for payment with the bank), the Buyer is redirected to the website of the bank carrying out the processing, so Zlatara Andrejević has no access to the Buyer's payment card data. The payment process is protected by state-of-the-art techniques and is completely secure for the Buyer, as guaranteed by the processor, Banca Intesa.

On behalf of Zlatara Andrejević, we undertake to protect the privacy of all our customers. We collect only necessary, basic customer/user data and data essential for business operations and informing users in accordance with good business practices and with the aim of providing a high-quality service. All user/customer data is strictly stored and accessible only to employees who need it to perform their work. All Zlatara Andrejević employees (and business partners) are responsible for respecting privacy protection principles.