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Terms of purchase and delivery

Instructions for online shopping

When visiting our online store and finding the desired item, by clicking on “Order” you add the desired item to your “Shopping cart” or proceed to “Checkout” if you have selected an item with which you want to complete your order

By clicking on the “Finish order” button, you will see the products you have added to your cart. If you do not want to order any of the items from your cart, you can do so by clicking on the “Edit cart” button and then “Remove”

After checking the ordered items, you can choose the “Finish order” option, where after selecting the payment method, you enter your exact data for delivery:

  • First and last name;
  • Email address;
  • Phone number;
  • Address;
  • Number;
  • Apartment;
  • Postal code;
  • City.

After choosing the payment method (Cash on delivery, Card, Card installments) and selecting the option “I accept the terms of purchase and delivery” by clicking on “Finish order” you have requested to purchase the desired item. Please wait for the thank you page to load and do not leave the page during those moments.

After successfully creating the order, you will receive an automatic email message - “Order received”, which informs you that your order has been successfully forwarded to the internet sales department for further processing. This email is just a confirmation that all conditions have been met for the order to be further processed by the internet sales department of the online store https://www.premiummetalart.rs/, and it does not constitute the conclusion of a sales contract. After the order processing is completed, we will send you a notification that your order has been packed and is ready for shipment, or a notification if we are unable to deliver the ordered items.

The internet sales department will strive to check as soon as possible if we can provide you with the ordered item/items

If we are unable to provide you with the ordered item, you will receive an SMS notification, and/or an email informing you that the ordered item is no longer available, and that we are forced to cancel your order. In this case, the order will not be completed. If the payment method chosen for this order is by card, the preauthorization will be canceled and the reserved funds will not be collected.

If we are unable to provide you with certain items from your order, we will contact you by phone and inform you about it. On that occasion, your consent will be requested to deliver to you the items from your order that are available in stock.

In this case, if the payment method is cash on delivery, the amount will be charged only for the items that are available and shipped

If the payment method is by card, only the amount corresponding to the value of the available or shipped items will be taken from the reserved amount for which your card is liable. For security reasons, your credit card information is only visible to the payment service provider as a card processor, so the entire payment process is carried out on the pages of the payment service provider. When entering credit card information, confidential information is transmitted over a public network in a protected (encrypted) form.

When paying by card, the reserved amount for the purchased items will be deducted from the buyer's account at the time the order is shipped by the seller. If the order is not available in full, only the amount corresponding to the value of the available or shipped items will be deducted from the reserved amount. For security reasons, credit card information is only visible to the payment processor, and the complete payment process is carried out on the payment service provider's pages. When entering credit card information, confidential information is transmitted over a public network in a protected (encrypted) form.

If the payment method is in installments, only the amount corresponding to the value of the available or shipped items will be taken from the reserved amount for which your card is liable, and it will be divided again into the number of installments you selected when creating the order. This process is carried out by Banca Intesa.

After the internet sales department prepares, packs, and ships all the items from the order, you will receive an email with the title „Package for order“ has been handed over to the DExpress courier service”, informing you that your order has been confirmed and accepted by the courier service provider. Upon receiving this email from the seller MET ENGINEERING 021 LTD NOVI SAD, it is considered that a sales contract has been concluded between the consumer and the seller MET ENGINEERING 021 LTD NOVI SAD. The distance selling contract can be downloaded HERE .

Delivery and payment method

Available payment options via the online store https://www.premiummetalart.rs/are:

  • Cash on delivery
    • payment in cash to the courier upon delivery;
    • Mastercard/Visa contactless cards (PayPass) to the DExpress courier at the time of delivery. By simply touching your Mastercard or contactless payment-enabled device, you can pay for your order to the courier. For amounts up to 4,000 RSD, no PIN code is required, and for larger amounts, you confirm your payment with a PIN code. With Visa contactless payment, you do not need to enter your PIN if the payment amount is up to 5,000 RSD.

 

  • Payment cards - payment with payment cards at the time of order creation: Visa, Mastercard, or Maestro payment cards if approved for online payments by the issuing bank. When paying by payment card, after the buyer completes the order, they will be redirected to the Banca Intesa page to enter credit card data and make a payment. If the transaction is successfully completed, the buyer will be redirected to the https://www.premiummetalart.rs/page, with a notice that the payment was successful. In case of an unsuccessful transaction, the buyer will receive information about the unsuccessful payment and will be able to try again or choose another payment method. When paying by payment cards, the total amount of the ordered products will be reserved on the buyer's account and collected when the order is shipped by the seller. If the order is not available in full, only the amount corresponding to the value of the available or shipped items will be taken from the reserved amount for which your card is liable. For security reasons, credit card data can only be seen by the card processor, so the entire payment process is carried out on the payment service provider's pages. When entering credit card data, confidential information is transmitted over a public network in a protected (encrypted) form.

 

  • Payment in installments with Banca Intesa credit cards. Payment in installments made with Banca Intesa credit cards: Mastercard, Visa, and American Express. Interest-free installment payments are made in equal monthly installments and in total: in 3 equal monthly installments. The available limit on the credit card is immediately reduced after the transaction is completed for the total amount of the transaction. The installment due from the credit card user is due for payment every 10th of the month (15th for American Express) in the original amount and they are entirely interest-free. If the order is not available in full, only the amount corresponding to the value of the available or shipped items will be taken from the reserved amount for which your card is liable, and it will be divided into the number of installments chosen when creating the order. This process is carried out by Banca Intesa.

The service of delivering the goods is free for orders over 6,000rsd;

Delivery of goods for orders with a value lower than 6,000rsd is in line with the calculation of the courier service;

We deliver orders within 10-15 business days from the day of order creation through the DExpress courier service.

On the day the courier picks up your shipment, you will receive an email notification with the number and tracking link for your shipment.

Delivery is carried out every working day between 8-17h. On the day of delivery, you will receive a Viber/SMS notification so that you know when to expect the delivery. When the courier is near your delivery area, you will receive a call. If you reject the call or for some reason do not answer, delivery of the shipment will be postponed until the next day. You will be informed of the postponement of the delivery for the next working day via Viber/SMS notification from the courier service. If DExpress is blocked on your Viber application, the notification cannot be sent.

If you need more information about the status of your shipment, you can contact us every working day from 08:00 to 15:00 via email: office@premiummetalart.rs

Conversion statement

All payments will be made in the local currency of the Republic of Serbia - the dinar (RSD). For informative price display in other currencies, the middle exchange rate of the National Bank of Serbia is used. The amount that will be debited from your payment card will be expressed in your local currency through conversion into it at the rate used by card organizations, which is not 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.

Data privacy protection

In the name of Premium Metal Art, we undertake to preserve the privacy of all our customers. We collect only the necessary basic data about customers/users and data necessary for business and informing users in accordance with good business practices and for the purpose of providing quality services. We give customers the choice including the option to decide whether they wish to be deleted from the mailing lists used for marketing campaigns. All customer/user data is strictly protected and only available to employees who need such data to perform their job. All employees of Premium Metal Art (and business partners) are responsible for respecting the principles of data privacy protection.

Protection of confidential transaction data

When entering credit card data, confidential information is transmitted over a public network in a protected (encrypted) form using SSL protocol and PKI system, as the most modern cryptographic technology. Data security during purchasing is guaranteed by the card processor, Banca Intesa ad Beograd, so the entire payment process is handled on the bank's pages. At no time are credit card data available on our system.

Withdrawal from the purchase - withdrawal from the distance contract

According to the Consumer Protection Act (Off. Gazette RS", no. 88/2021) purchasing through the sales website https://www.premiummetalart.rs/ is considered distance selling.

Conformity

In accordance with the Consumer Protection Act, MET ENGINEERING 021 DOO NOVI SAD is obliged to provide goods that are in accordance with the contract. MET ENGINEERING 021 DOO NOVI SAD is responsible for non-conformity with the contract that appears within 2 (two) years from the date the risk passes to the consumer. If non-conformity arises within 6 months from the day the risk passes to the consumer, it can be assumed that the non-conformity existed at the time the risk passed to the consumer. All costs necessary to ensure that the goods conform to the contract are borne by MET ENGINEERING 021 DOO NOVI SAD.

Complaint

A complaint for any product purchased through our online store https://www.premiummetalart.rs may be filed by the consumer if the product is received with an incorrectly calculated price or any other defect. The consumer enforces their rights based on conformity within 2 (two) years from the date the risk passes to the consumer.

A complaint for the purchased item through the online store can be made by the consumer via email: office@premiummetalart.rs

After receiving a call or email, we will schedule the pickup of the product you wish to complain about in agreement with the consumer. DExpress courier will pick up the packaged product at our expense, on business days from 08 to 15h. Along with the product sent for a complaint, it is necessary to pack the completed Complaint form and a copy or original fiscal receipt. The product being complained about should be clean and orderly.

A Complaint form can be found HERE.

Upon receiving the complained product, we will electronically inform the consumer of the number under which the complaint has been entered into the registry of received complaints, as well as the date of receiving the complained product. The registry of received complaints is kept for 2 (two) years from the date of submitting the consumer complaint.

Within 8 days of receiving the complaint, we will inform the consumer of the outcome of the declared complaint.

The deadline for resolving the complaint is 30 days from the date of making a decision on the declared complaint.

The deadline for resolving the complaint is interrupted when the consumer receives the response from the seller and starts over when the seller receives the consumer's reply to the seller's response. The consumer is obliged to respond to the seller's response within three days of receiving the response. It will be considered that the consumer does not agree with the seller's proposal if the consumer fails to respond within three days.

If the seller makes a decision on an accepted complaint, we will inform the consumer by electronic means and take measures in accordance with the consumer's request stated in the Complaint form. We will send the electronically scanned decision on the declared complaint. The deadline for resolving the complaint is 30 days from the date of making a decision on the declared complaint. If the consumer chooses a refund, the funds for orders paid by payment card are transferred in the same way, while for orders paid on delivery, the funds are transferred to the current account stated by the consumer in the Complaint form. The final deadline for returning the funds to the consumer's card depends solely on the card issuer's business policy.

If the seller decides on a rejected complaint, we will inform the consumer by electronic means about this decision along with a scanned decision on the declared complaint. The seller is obliged to inform the consumer comprehensively about the possibility of resolving the dispute out of court, as well as the competent bodies for out-of-court dispute resolution. The complained item will be sent by courier service to the address specified in the Complaint form. If for any reason the consumer does not receive the package, delivery will be attempted once more. In case the consumer refuses to receive the complained item, the seller will keep the same item for 30 days from the date when the delivery was attempted, after which the item will be returned at the consumer's expense.

If the consumer received a warranty for the product purchased, and if the complaint is filed after 2 (two) years from the date of purchase, the consumer must file a complaint with the warranty provider.

Return of funds

In the event of returning goods and refunding money to a consumer who previously paid with a payment card, partially or in full, regardless of the reason for the return, Premium Metal Art is obliged to make the refund exclusively via VISA, EC/MC, Maestro, Amex, and Dina payment methods, which means that the bank will refund the funds to the card user upon the seller's request. refund on the account of the card user.

Out-of-court resolution of consumer disputes

A consumer dispute can be resolved through out-of-court consumer dispute resolution. As a seller, we are legally obligated to participate in this process. Out-of-court resolution of consumer disputes is done in a transparent, efficient, fast, and fair manner in front of the body for out-of-court consumer dispute resolution. The ministry compiles a list of bodies and publicly publishes them. It is available at:https://mtt.gov.rs/tekst/2306/zastita-potrosaca.php

The procedure before the body can be initiated by the consumer only if a complaint or objection has been previously filed with the seller.

The out-of-court resolution of the consumer dispute can last at most 90 days from the time of filing a proposal.
Out-of-court resolution of consumer disputes, it does not apply alongside other conditions:

Secure payment

Cash on delivery and internet banking payment

Telephone support

Do you have questions? Do you need help with measurements and ordering?
Call us: 062 802 39 30

Custom production

We perform custom production.

Delivery time 10-15 days

Cheap and fast delivery.

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