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Terms of use

Seller Information

E-commerce on floem.rs is performed by PTR FLOEM FURNITURE with a registered office in no. 14 Milana Nikolica Street, 35220 Ribare, company registration number: 65886278, TIN 112118991, industry code: 3109 – Manufacture of other furniture, email: office@floem.rs (hereinafter “Floem” or “Seller”), whereas the customer shall be any legal or natural person making a purchase of any product from the Floem product range at the Seller’s retail outlet or business premises, or via email.

Payment Terms

When making the order, the customer shall make a 50% advance payment of the total value of thereof, while the remaining 50% shall be paid 2 days before the agreed delivery date or in cash on the delivery date.

The customer may cancel the order in writing, stating the number of the proforma invoice, his/her information, and the information about the item subject to the cancellation as well as the reasons for making the cancellation. The customer shall have the right to a full refund of the advance payment should the cancellation be made no later than 30 days of making the order.

All prices listed on www.floem.rs are expressed in RSD, including VAT. All orders shall be charged according to prices valid at the moment of payment confirmation. The Seller reserves the right to change the existing prices at its discretion.

The customer can make the payment from the current account against the issued proforma invoice. All payments shall be made in the local currency of the Republic of Serbia – dinar (RSD). For informative purposes, the prices in other currencies can be calculated using the middle exchange rate of the National bank of Serbia.

Withdrawal from the Purchase

Natural Person

According to the Law on Consumer Protection of the Republic of Serbia, the customer – a natural person who made the distance purchase order outside the Seller’s premises without previously seeing the product may withdraw from the purchase no later than 14 days after receiving the goods, by sending a withdrawal statement. In case of withdrawal where the goods have already been delivered, the customer shall return the unused goods in the same condition in which they were received, no later than 14 days of sending the withdrawal statement, and the Seller shall be obliged to refund the payment.

After receiving the returned product, it shall be established whether the product is in good working order and free from defects. The customer shall be solely responsible for the decrease in value of the goods as a result of their inadequate handling, i.e. beyond what is required to establish the nature, characteristics and the functionality of the goods. The Seller shall establish the degree of damage by which they are to decrease the amount to be refunded to the customer. In case it is established that the degree of the product malfunction or damage caused by the customer prevents further sale of the product, the customer shall not be given a refund and the product will be sent back to the customer at the customer’s expense.

The customer shall not have the right to withdraw from the purchase where goods were made to the consumer’s specifications or clearly personalized.

The customer shall not have the right to withdraw from the purchase where, before making the order, they physically saw the goods in Floem’s premises.

Legal Person

A legal person may withdraw from the purchase of the goods and get a refund solely in case of defects or a lack of conformity of the goods, under the conditions and time frames set out in the Law of Contracts and Torts of the Republic of Serbia.

Defects and/or a Lack of Conformity of the Goods

Floem shall be responsible for any product defect and/or lack of conformity in accordance with the Law on Consumer Protection and the Law on Contracts and Torts of the Republic of Serbia.

The customer can notify the Seller of the goods’ defects as follows: orally at the retail outlet where the goods were purchased; electronically, or on a durable medium; via email: office@floem.rs. When sending the complaint, the customer is required to provide a digital photograph of the damaged parts of the item subject to the complaint.

Upon receiving the notification of defects, Floem shall immediately and reliably establish whether the notification is justified and provide an answer to the notification, in writing or electronically, no later than 8 (eight) days of its reception in case the customer is a natural person, and no later than 30 (thirty) days in case the customer is a legal person.

Together with deciding on the complaint, the takeover of the damaged item shall also be arranged with the customer, as required.

Terms and Conditions of Delivery

Floem shall deliver the goods within 45 to 60 calendar days of the date of the advance payment; and 60 to 70 calendar days for all products that are not part of the standard Floem product range. The furniture delivery service refers to the transportation of furniture to one address:

– For goods valued over RSD 30.000:

In case the delivery address is at a distance up to 20 km from Floem Jagodina or Floem’s showroom in Belgrade – the transportation shall be free of charge.

– In case the delivery address is at a distance that exceeds 20 km from Floem Jagodina or Floem’s showroom in Belgrade – the transportation cost shall be 100 RSD/km;

  1. For goods valued from RSD 30.000 to 500.000;
  2. For goods valued over RSD 500.000 – the transportation shall be free of charge.

The delivery to Novi Sad shall be free of charge for orders valued over RSD 150.000, and in case of orders valued under RSD 150.000, the delivery cost shall be RSD 5.500.

The delivery of furniture pieces cannot be done via courier services. Personal takeover of goods in Belgrade or Jagodina, as agreed with the Seller, is free of charge.

In this case, the goods shall be delivered only to the entrance to the customer’s building.

In this case, the goods shall be delivered only to the entrance to the customer’s building, or the customer may take them over at another location.

In this case, the goods shall be delivered only to the entrance to the customer’s building, or the customer may take them over at another location.

When making delivery arrangements, the customer shall be obliged to point out the inability to park the delivery vehicle as well as any other potential technical issues (inability to access the building, narrow hallways, faulty elevator, unconventional door width – less than 80 cm, etc.). In this case, the goods shall be delivered only to the entrance to the customer’s building, or the customer may take them over at another location.

The Seller shall make no modifications or alterations to the delivered furniture, or any relocations, or rearrangements of the existing furniture.

The Seller shall deliver the purchased goods at the latest on the date agreed to be the delivery date. Should the Seller not deliver the goods in the stipulated period, the Seller shall refund the total paid amount to the customer within 7 days of the delivery date. In case, even after being timely informed, the customer is not present at delivery and the goods cannot be delivered, the Seller shall not be obliged to repeat the delivery. In this case, the customer shall independently collect the purchased goods that failed to be delivered.

During the assembly, the customer is obliged to provide enough space for it to be carried out quickly and efficiently, depending on the type of product. Otherwise, the Seller shall not be obliged to assemble the delivered goods.

The delivered goods are to be assembled at the customer’s premises solely in horizontal position.

The assembly teams of the Seller shall not be obliged to assemble the furniture in vertical position because of an inadequate sized room.

For technical reasons, the assembly teams of the Seller shall not mount mirrors to walls at the customer’s premises.

User Guide

The product is sensitive to humidity, and it should be kept in closed areas with relative humidity from 40% to 60% (50% to 70%) and temperature from 14ºC to 21ºC. (18ºC to 25ºC).

Tufted leather products are cleaned by gently wiping them with a dry sponge. Stains should be removed with a dry flannel cloth. If this does not get rid of the stain, use neutral soap and clean water. Afterwards, the area should be cleaned with a damp cloth and left to air-dry. Do not use dry-cleaning agents, solvents, polishing agents, oils, abrasives, and ammonium soaps.

The furniture is not designed for exterior use.

To avoid injuries (clamping hands or fingers), special care should be taken when handling product components with built-in mechanisms.

To avoid ignition or fire safety risks, products should not be exposed to high temperatures, heating appliances, or open flame.

Product Warranty

The Seller provides a 24-month warranty to the product from the date of purchase, subject to proper product usage and maintenance – in accordance with the User Guide. In addition to the User Guide, the customer shall also receive a warranty card.

The customer shall keep the warranty card as well as the appropriate proof of purchase over the course of the warranty period.

The customer can exercise the rights provided by the warranty should he/she have the warranty card when requesting repair or replacement.

All user/customer data is strictly kept and made available only to employees requiring such data for the purpose of work. We only collect necessary, basic user/customer data and the data required for business activities. We are committed to protecting the privacy of all our customers.

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