Shopping terms, delivery, complaints and card payments

These terms apply to consumers ordering goods at afromarket.rs. Before the order is submitted, the website shows the goods, quantity, final price, delivery cost and method, and available payment methods.

Mandatory consumer rights under the applicable laws of the Republic of Serbia cannot be excluded by these terms. Where a provision gives the consumer greater protection, the more favourable provision applies.

Merchant, contact details and prices

The seller is the legal entity identified below. Displayed prices are final retail prices in RSD; an additional charge applies only when it is clearly shown before the order is submitted.

Merchant: AfroMarket d.o.o. Novi Sad
Registration number: 22127837
PIB: 115209296
Activity code: 4791
Address: Rumenka, Vojvode Putnika 10, Srbija
Website: https://afromarket.rs/index.php?route=common/home&language=en-gb
Email: afromarket.rs@gmail.com
Telephone: +381 62 960 46 45
VAT status and prices: Prikazane cene su konačne maloprodajne cene. AfroMarket d.o.o. Novi Sad nije evidentiran kao obveznik PDV-a; PDV se ne obračunava niti iskazuje u cenama.

Ordering and conclusion of the contract

The customer can review and correct the order before submitting it. Clicking the final button, clearly labelled as creating a payment obligation, submits the order. The automatic message confirms receipt; the contract is concluded when AfroMarket confirms acceptance electronically. If the goods or correct price are unavailable, nothing is changed without the customer’s consent and any card authorization is voided.

Delivery and collection

Available areas, restrictions, delivery charge and estimated time are shown before ordering. Delivery takes place within the agreed period and no later than 30 days unless another period was agreed. If delivery is not made within an appropriate additional period, or the original date was essential, the customer may terminate the contract; money paid is refunded without delay and no later than three days.

Card payment

Authorization and capture

The bank first authorizes the order amount (PREAUTH). AfroMarket captures the authorized amount (POSTAUTH) only after the goods are dispatched or handed over. Until capture, the amount can appear as reserved on the card account. If the order is not accepted or will not be delivered, the authorization is voided.

Card data security

The card number, expiry date and CVV are entered only on the processor’s protected page and are secured by the card scheme authentication programme. AfroMarket does not receive or store full card credentials.

Card refunds

A refund for a card-paid order is made by reversing or refunding the original transaction to the same card account, not in cash, to another card or by an arbitrary transfer. If the card is no longer active, the customer contacts the issuer while AfroMarket and the bank resolve the refund through the original transaction.

Payment confirmation

The website displays a result only after verification with the processor. The order confirmation and available purchase information are sent to the customer’s email as a durable record. If the status is still being verified, do not start another payment.

Currency conversion

All payments are made in the local currency of the Republic of Serbia, the Serbian dinar (RSD). If a price is also shown informatively in another currency, the National Bank of Serbia middle exchange rate is used. The card scheme converts the charged amount into the cardholder’s local currency at its own rate, which is not known to the merchant at the time of payment, so a small difference from the informational price is possible.

Accepted cards

Right to withdraw from a distance contract

A consumer may withdraw without giving a reason within 14 days from the day on which the consumer, or a person designated by the consumer other than the carrier, receives the goods. It is sufficient to send an unambiguous statement by email, post or another published channel before the deadline; use of the supplied form is optional.

Exceptions to the right of withdrawal

The right of withdrawal does not apply, among other cases, to goods liable to deteriorate rapidly or with a short shelf life, sealed goods unsuitable for return for health-protection or hygiene reasons once unsealed after delivery, goods inseparably mixed with other items, or goods made to the consumer’s specifications. These exceptions do not remove complaint rights for non-conformity, damage or incorrect delivery.

Returning goods and money after withdrawal

After withdrawal, the customer returns the goods without delay and no later than 14 days after sending the notice, bearing only the direct return cost unless the merchant has undertaken to pay it. The customer is liable only for diminished value caused by handling beyond what is needed to inspect the goods. AfroMarket refunds the price and the cheapest standard-delivery charge within 14 days after receiving the notice, but may wait for the returned goods or proof of dispatch.

Open the withdrawal form

Conformity by type of goods

Conformity rules apply to all goods, but non-conformity and the appropriate remedy are assessed according to the nature of the product.

Food products

On delivery, a food product must match the order and its label, be safe and of satisfactory quality, and its packaging must be intact where this is relevant to safety or quality. If on receipt the product is incorrect, damaged or spoiled, its stated date has already expired, or it has another defect, the consumer should not consume it and should contact the merchant without delay. Photographs of the product, label, date marking and LOT number can assist verification but are not a condition for accepting a complaint. Repair is not applicable to food; a justified complaint is resolved by replacement, an appropriate price reduction or termination with a refund, where the statutory conditions are met. The general statutory liability period is not a shelf-life promise and does not mean that food must remain usable for two years: non-conformity is assessed according to the nature of the product, the stated date, its condition on delivery and the labelled storage conditions.

Non-food products

For non-food products, the merchant is liable for non-conformity arising within two years after delivery. The consumer should report it without delay after discovery. Depending on the nature of the goods and the defect, remedies include repair or replacement and, where the statutory conditions apply, an appropriate price reduction or termination. Until the 2026 Consumer Protection Act starts to apply, for non-conformity arising in the first six months the consumer may choose replacement, price reduction or termination, and repair requires express consent. From 2 August 2026, this special choice applies to non-conformity arising within the first 30 days after delivery.

Complaints

Complaints are accepted by telephone, in writing or electronically through the published contacts, with an invoice or other proof of purchase. The merchant immediately acknowledges receipt and issues a complaint reference, replies within eight days, and resolves an accepted complaint within 15 days, or within 30 days for technical goods and furniture. Original packaging is not a condition. A rejection states the reasons and informs the consumer about alternative dispute resolution.

Contact and complaints · afromarket.rs@gmail.com · +381 62 960 46 45 · Rumenka, Vojvode Putnika 10, Srbija

Alternative dispute resolution

If a complaint is not resolved, the consumer may start an out-of-court consumer dispute through the Ministry’s official platform. A complaint must first have been submitted to the merchant; the merchant participates as required by law.

Official alternative dispute resolution platform

Privacy

Only data needed for ordering, delivery, support and legal obligations is processed. Full card details never pass through AfroMarket and are not stored by the shop.