Dear customers,

Please read the following General Terms and Conditions carefully before ordering the product. With each purchase made on, you confirm that you are familiar with and agree to the terms of purchase.

General Terms and Conditions define the procedure for ordering, payment, delivery and return or reclamation of goods offered on our website.

  • Subject matter of General Terms and Conditions
  • Products and prices
  • Ordering
  • Delivery
  • Payment
  • Complaints
  • Withdrawal from purchase
  • Work hour
  • Data update

Subject matter of Terms and Conditions

The General Terms and Conditions define the procedure for ordering, payment, delivery and return or reclamation of goods sold in the online store (hereinafter “Online Store”).

Entities of General Terms and Conditions

Seller of goods: Netrol d.o.o. Belgrade, with its headquarters in Viline vode Street no. 6, 11060 Belgrade-Palilula, Serbia; registration number: 20220643, PIB 104741040 (hereinafter: “Online Seller”).

Buyer of goods: a visitor of an online store who selects at least one product, puts it in the cart and sends the order, which he pays by cash on delivery.

Products and prices

The customer is able to order all the products that are displayed in the online store. The products correspond in every respect to the accompanying information that is published with the products.

Prices on the website are stated with value added tax (VAT) included. Prices are in Serbian dinars (RSD).


The products are ordered by placing them in the basket in the online store and after confirming the order, they are irrevocable (except in cases provided by applicable laws and according to the defined procedure). If the online seller is not able to deliver all the ordered products, he will deliver the available of the selected products, about which he will inform the Buyer by e-mail (or phone).


Delivery of the ordered products is done through courier services that will deliver goods to the entrance of the customer’s residential building. The minimum order for individuals is 500 dinars.

The goods are delivered throughout Serbia. Delivery is done through BEX Express delivery services.

Delivery of the order is within two to five working days. Delivery time may be longer than indicated if the ordered products are not currently available or the customer has made a purchase during the weekend or public holidays.

The buyer is obliged to sign the delivery note when taking over the product, which the delivery service takes as a confirmation of taking over the ordered products.

If the buyer refuses to receive the ordered goods during delivery to the desired address, the online seller has the right to request reimbursement of postage and own handling costs.


The customer pays for the ordered products in cash upon delivery.

Delivery is free for all orders over 3,000 RSD for individuals. For orders worth up to 2,999 RSD, delivery costs 280 dinars.


The customer has the right to complain about the product in accordance with the Regulations on the manner and procedure of resolving consumer complaints from XX ._____ 20XX. year (“Regulations”) which is available here.

When picking up the delivery, the buyer is obliged to check the delivered package in the presence of the courier. If there is visible damage on the delivered package (torn or crushed parts), the buyer is not obliged to take over the package. The online seller will inform the buyer about the further procedure as soon as possible.

More details on the procedure for initiating the complaint procedure and the necessary steps can be found here.

Withdrawal from purchase

In accordance with the Law on Consumer Protection, for every purchase via the Internet, a buyer who is considered a consumer in terms of the said law has the right to unilaterally terminate the contract within 14 days from the day of taking over the goods, or cancel the purchase.

Transport costs in case of cancellation of the purchase are paid by the buyer. In case of cancellation of the purchase, the consumer is entitled to a refund. The money will be returned to the customer upon receiving the product, and after it is determined that the product is undamaged and sound. The buyer is obliged to return the product without delay, and no later than within 14 days from the date of receipt of the product. After the expiration of the 14-day period, the product can no longer be returned. When returning the goods, it is obligatory to return it in the correct and unused condition and in the original, undamaged packaging, whereby the original invoice must be attached.

The customer is responsible for defects or damage to the product that are the result of inadequate handling of the product, i.e. the buyer is solely responsible for the diminished value of the product that arises as a result of handling the goods in a way that is not adequate, i.e. exceeds what is necessary to establish its nature, characteristics and functionality.

Working hours

The online store is open from 00-24h, 7 days a week. In case of technical problems or during regular maintenance, the online store may not be available during this time.

Data update

The online seller reserves the right to change the information displayed on any part of the online store at any time, without prior notice.