Terms and Conditions

Basic Conditions

The general terms and conditions of the Silver Dreams online store are determined by the terms and conditions of sale, which are implemented by Silver Dreams. The general terms and conditions of the online store are determined in more detail by areas that you can access by clicking on the desired area.

The General Terms and Conditions define the activity of the online store, the users of the rights and the business relationship between Silver Dreams and the consumer.

An online store is an information system designed to present and sell products to consumers. It is operated by Silver Dreams Jewelry. A user is a person who uses the said system, i.e. a consumer in an online store.

Basic information about the company

Marija Grujić PR Silver Dreams Jewelry
Address: Bulevar Despota Stefana 20, Belgrade, Serbia
Activity: 4777 – Retail sale of watches and jewellery in specialised shops
Registration number: 65849925
Debtors tax number: 112068304
Web address: silverdreams.rs
Contact phone: +381(63) 346 682
Contact e-mail: info@silverdreams.rs

Orders

You can order products in the following ways:

On the Internet, on the website www.silverdreams.rs
On Instagram, on silver_dreams_jewelry

An unlimited number of items can be placed in one order.

All orders are subject to stock availability. Silver Dreams will notify customers as soon as possible of any stock outages.

Silver Dreams reserves the right to refuse the order in whole or in part, or the right to request advance payment of the value of the order, in the event of discovering a weaker creditworthiness of a potential buyer.

Conversion Statement

All payments will be made in the local currency of the Republic of Serbia – dinar (RSD).

For informative display of prices in other currencies, the middle exchange rate of the National Bank of Serbia is used.

The amount for which your payment card will be charged will be expressed in your local currency through conversion to the same at the exchange rate used by the card organizations, which cannot be known to us at the time of the transaction.

As a result of this conversion, there may be a slight difference from the original price listed on our website.

Protecting user privacy

On behalf of Silver Dreams Jewelry, we are committed to safeguarding the privacy of all our customers. We collect only the necessary, basic information about customers/users and data necessary for business and informing users in accordance with good business practices and in order to provide quality service. We give customers choices, including the ability to decide whether or not they want to be removed from mailing lists used for marketing campaigns. All user/customer data is strictly kept and is available only to employees who need this information to perform their work. All employees of Silver Dreams Jewelry (and business partners) are responsible for adhering to the Privacy Principles.

Protection of confidential transaction data

When entering payment card data, confidential information is transmitted over the public network in a protected (encrypted) form using the SSL protocol and PKI system, as the most modern cryptographic technology at the moment.

The security of data during the purchase is guaranteed by the payment card processor, Banca Intesa ad Beograd, so the complete payment process is carried out on the bank’s website. At no time is the payment card information available to our system.

Delivery of goods

Deliveries are made to territories all over the world. Silver Dreams will make every effort to deliver the products to the address specified in your order, within five (5) working days in Serbia at a price of RSD 590.00 (standard shipping).

After confirmation, your order enters the processing status in which it is determined whether the requested item is available. The order processing period is usually 1 working day, and delivery is made within a maximum of 3 working days.

We deliver to the address specified in the order in cooperation with the Post Express courier service for Serbia.

If your order exceeds the amount of Rs 6,000.00, standard delivery is free of charge.

If, for some reason or due to force majeure, the above-mentioned delivery time cannot be met, you will be informed in good time.

When picking up the shipment, it is necessary to sign the address note and the invoice-delivery note. Delivery of the ordered products from the purchase order is done after recording your payment.

As in practice the delivery can be faster, without waiting for the courier and the shipment every day, when handing over your shipment to the courier company, we will send you an e-mail notification that we have sent the shipment.

Delivery for the territory of the Republic of Serbia is made from 8 a.m. to 4 p.m., it is necessary to ensure that on the day of delivery, of which we inform you, that there is a person at the address who can take over the shipment. If the courier does not find you at the address, they will try to contact you on the phone number you left us in the form of an order.

If you are not sure that you will be at the delivery address during the delivery period, it is recommended to leave the address where the product can be delivered.

On the screen where you leave your personal information, you have a field for a note, please enter the details of the place/address of delivery, such as: floor, apartment or apartment number, etc. However, keep in mind that the delivery is done by courier service, so a dose of flexibility is also required.

Your obligation is to check the shipment upon receipt and immediately, and no later than within 24 hours, report irregularities by sending a message to the e-mail info@silverdreams.rs.

Ownership of the products and all risks are transferred to you at the time you receive them.

Return of goods

You have the right to return any goods that do not suit you within 14 days from the date of acceptance of delivery.

You are responsible for checking the quantity and quality of the goods upon delivery and, in the event of defective or non-conforming goods, you are obliged to notify Silver Dreams immediately. If the product is defective, Silver Dreams may repair, replace or refund the money in accordance with legal rights.

Payment methods

The buyer can choose one of the following payment methods:

Cash delivery to the courier when the goods are delivered (cash on delivery)
payment cards (VISA, Maestro, MasterCard, Dina, Amex)

Security of card payments

The security of data during the purchase is guaranteed by the payment card processor, Banca Intesa ad Beograd, so the complete payment process is done on the bank’s website. At no time is the payment card information available to our system.

Procedure for Refund of Funds

Upon submission of the data, documentation will be created with the procedure for reimbursement of funds.

Refunds are made exclusively by payment to the dinar account and cash refunds via courier are not possible.

If the payment was made by credit card, the refund is made via VISA, EC/MC or Maestro payment methods.

Without prior contact and agreement, you cannot change the item on your own initiative or request money. Any such package will be returned to the sender at the sender’s expense.

Refunds

In the case of returning goods and refunding funds to the buyer who has previously paid with one of the payment cards, in part or in full, and regardless of the reason for the return, Silver Dreams Jewelry is obliged to make the refund exclusively through VISA, EC/MC, Maestro, Amex and Dina payment methods, which means that the bank will refund the funds to the account of the cardholder at the request of the seller.

Product Complaint

Notice on the manner and receipt of complaints

When picking up the shipment, please check the package in the presence of the courier. If there is visible damage on it (torn parts, crushing), you should not pick up the shipment. In this case, please contact us via e-mail info@silverdreams.rs. We will inform you as soon as possible about the next steps.

If you have received the shipment, and after opening the box you find that the goods do not correspond to the ordered or the information on the invoice is incorrect, please contact us no later than 24 hours after receiving the shipment on info@silverdreams.rs.

Seller’s Responsibility

The seller is responsible for the non-conformity of the delivered goods with the contract in accordance with the Consumer Protection Act. A consumer is a natural person who purchases goods for personal use and not for professional or commercial activity.

The consumer declares a complaint about the non-conformity of the goods to the seller. The seller is responsible for the non-conformity of the goods in the event that they do not conform to the manufacturer’s specifications.

If the goods are not in conformity with the manufacturer’s specification, the consumer has the right to demand that all non-conformities be rectified free of charge – first by repair or replacement, and then by price reduction or termination of the contract. If remedying the lack of conformity is not possible or represents a disproportionate burden for the seller, the consumer may request a price reduction or termination of the contract.

The seller is obliged to carry out any repair or replacement within 15 days of receipt of the complaint, with minimal inconvenience to the consumer.

The seller is obliged to act in accordance with the decision and proposal for resolving the complaint, if he has previously obtained the consent of the consumer. The deadline for resolving the complaint is interrupted when the consumer receives a response and begins again when the seller receives the consumer’s statement (the statement must be given within 3 days). If the consumer does not respond, it will be considered that he does not agree with the seller’s proposal.

All costs necessary to bring the goods into conformity with the manufacturer’s specifications, including labor, materials, collection and delivery, shall be borne by the seller.

The consumer has the right to terminate the contract if it is not possible to exercise the right to repair or replacement, or if the repair/replacement is not carried out within the time limit or without significant inconvenience. A slight lack of conformity does not give the right to terminate the contract.

The seller is liable for non-conformity of the goods within 2 years from the transfer of risk to the consumer. If the lack of conformity occurs within 6 months of the transfer of risk, the consumer chooses between replacement, price reduction or termination of the contract; Repair is possible with the consent of the consumer. After 6 months, the non-conformity is proven by the consumer.

The consumer’s inability to deliver the original packaging cannot be a reason for rejecting a complaint.

Filing a complaint

The buyer may file a complaint due to non-conformity of goods, incorrectly calculated prices or other defects in the following ways:

By e-mail to info@silverdreams.rs
In writing to the address: Silver Dreams, Bulevar Despota Stefana 20, Belgrade
Permanent Record Carrier

The seller is obliged to receive the complaint and respond to the consumer within 8 days at the latest. The response must include a decision on whether the complaint is accepted, an explanation if it is not accepted, a proposal for resolution and a deadline within which the complaint will be resolved. Complaints can only be resolved with the prior consent of the consumer.

If the seller is unable to resolve the complaint within the agreed deadline for objective reasons, he is obliged to notify the buyer and obtain consent for an extension of the deadline. Extension is possible only once.

If the seller rejects the complaint as unfounded, the consumer has the right to an out-of-court settlement of the dispute. The seller is obliged to participate in the out-of-court settlement procedure through the competent authority.

List of bodies for out-of-court settlement: https://vansudsko.mtt.gov.rs/adrbodies

If the buyer does not accept the exchange of the item for another suitable product, the purchase price will be refunded.

Complaints regarding payment and refund

In the event of a complaint related to online card payment (incorrectly charged amount, double transaction, unsuccessful payment), the buyer is obliged to immediately contact the seller via e-mail info@silverdreams.rs.

Upon receipt of the complaint, the seller is obliged to check the transaction with the payment processor and the Bank.

In the event that the complaint is justified, the refund will be made exclusively by returning the funds to the same payment card with which the payment was made, in accordance with the rules of the card systems.

Refunds are not made in cash or to any other account.

The refund is made within the deadline prescribed by the Bank, usually up to 14 working days, depending on the refund processing process.

The seller does not collect, process or store customer payment card data. The transaction is carried out through a secure payment process, in accordance with the bank’s standards and PCI DSS rules.

Customer Service

For all questions and concerns, please contact our customer service at +381(63) 346 682.

Right of withdrawal and return of goods

According to the Law on Consumer Protection (Official Gazette of the Republic of Serbia, No. 62/2014, 6/2016 and 44/2018) – hereinafter: the Law, purchases through our online store are considered distance sales.

The Law in the case of distance selling establishes the right of the buyer, who is considered a consumer (a natural person who buys a product for his individual needs, and not for the purpose of performing a professional activity), to withdraw from the contract within 14 days from the day the product was handed over to him. When withdrawing, the buyer may, but does not have to, state the reasons for giving up.

The form of the Statement of Withdrawal from the Contract shall be submitted to the e-mail address: info@silverdreams.rs or to the address of the company:

Marija Grujić PR Silver Dreams
20 Despota Stefana Boulevard, Belgrade

If the contract is cancelled, the buyer is entitled to a refund. The trader is obliged to return to the consumer the funds paid under the contract when he receives or takes over the goods returned by the buyer.

The buyer is obliged to return the product without delay, and no later than 14 days from the day he sent the withdrawal form.

Before sending the goods, please contact us by sending a message to info@silverdreams.rs for instructions to which address to send the goods whose purchase you are withdrawing.

After the expiration of the period of 14 days from the day on which the withdrawal was sent, the product can no longer be returned.

When returning the goods, it is mandatory to return them in correct and unused condition and original undamaged packaging, with the obligatory original receipt and a completed withdrawal form, which can be downloaded here.

Upon receipt of the product, it is determined whether the product is correct and undamaged. The buyer is responsible for damage or malfunction caused by inadequate handling of the product, i.e. He is solely responsible for the diminished value of the product resulting from use that goes beyond what is necessary to determine the nature, characteristics and functionality of the goods.

If it is determined that the damage was caused by the fault of the customer, the refund will be rejected and the product will be returned to the customer at his expense.

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

The cost of returning goods and money is borne by the buyer, except in cases where an incorrect or incorrect item has been delivered.

Silver Dreams only accepts returns of goods that are brand new and in their original condition and packaging, with an accompanying receipt. In this case, Silver Dreams will reimburse the amount paid for the returned products within 14 days of receipt of the goods.

The withdrawal form can be downloaded here.

You can download the distance contract here.

VAT Declaration

Marija Grujić PR Silver Dreams Jewelry is not registered in the VAT system.