General Terms

About the company

Business name: SILMA B&W d.o.o. Beograd-Stari grad

Address: Žorža Klemansoa no. 18, 11 000 Stari grad Beograd

Identity number: 21860662

Tax identification number: 113402769

Phone: +38163203366


Based on the provisions of Article 12 and Article 26 of the Law on Consumer Protection (Official Gazette of the Republic of Serbia No. 88/2021 - hereinafter "the Law"), the company SILMA B&W d.o.o. Beograd-Stari Grad, ID number: 21860662, Tax identification number: 113402769, its valued users and consumers



General conditions of use and purchase through the website

Dear Customers,

In order to protect your consumer rights, we hereby inform you that every time you visit and shop on our official website, it is assumed that you are familiar with and accept the terms and conditions of purchase, which we will present to you in more detail below. Please read them carefully, and for any doubts you can contact our contact center.

Data protection statement

In order for us to be able to successfully process your order, you need to provide us with certain information such as your name and surname, address, e-mail, contact phone number.

With this data, we will be able to efficiently deliver the desired products to you and inform you about the current status of your order. In addition to the above data, we collect, analyze and process data about the products that our visitors search for and buy, as well as about the pages they visit. We use this data to improve the offer and appearance of our pages, and enable you to use it more easily, make shopping safer and more comfortable.

On behalf of SILMA B&W d.o.o. Beograd-Stari grad we undertake to protect the privacy of all our customers. We only collect necessary, basic data about customers/users and data necessary for business operations and informing customers in accordance with good business practices and with the aim of providing quality service. We give customers a choice including the possibility
of deciding whether or not they want to be deleted from mailing lists used for marketing campaigns. All user/customer information is strictly kept and is only available to employees who need this information to perform their work. All employees of SILMA B&W d.o.o. Beograd-Stari grad (and business partners) are responsible for respecting the principles of privacy protection.

For additional information about your rights in accordance with the privacy policy and applicable legal norms, see the Privacy Policy.

Product description

SILMA B&W guarantees the quality and origin of its products.

Our products are manufactured in China and imported to the market of the Republic of Serbia. The products are designed in Serbia and represent a domestic brand.

 On our website, you can search for products by group.

In the event that the product you purchased has a defect, we guarantee that your rights as a consumer will be protected in all respects in accordance with applicable legal regulations.

For more information on how to exercise your consumer rights, you can see the section "Unilateral cancellation of distance contracts" and the section "Complaints".

Product prices

All prices displayed on our website are expressed in dinars, including VAT and costs of product transport packaging. We undertake to deliver the product to you at the price you were informed about when confirming your order, and any possible price changes of the specific products you ordered will not affect the value of your purchase.
Depending on the final value of your order, transport costs may be included in the displayed price (free delivery) or charged additionally, which you will be precisely informed about when creating the purchase order.

Delivery method, delivery time and delivery costs

Delivery method:

You can pick up the products you ordered on the SILMA B&W website in the following ways:

  • At the registered address: the products are delivered via courier service to the address you specified as your address when registering on the site;
  • To a different address: if you want the ordered products to be delivered to a different address than the one you specified as your address during registration, you can emphasize this when creating the order.

Delivery date:

The planned delivery time is 5 working days. 

Delivery times depend on the time of day you order, as well as the day of the week. If it is an area in which the delivery is only received on certain days of the week, we will promptly inform you of the delivery date after receiving the order. If the order is placed over the weekend (Saturday and Sunday), delivery is made as if it had been received on the first working day after the weekend. Delivery is not made on Sundays and holidays, which are non-working days.

Delivery costs:

Depending on the final value of your order, transport costs may be included in the displayed price (free delivery) or charged additionally, which you will be precisely informed about when creating the purchase order.


We recommend that you determine the condition of the shipment before picking it up.

It is very important that you note all transport damage visible on the transport packaging before taking over the shipment. If you notice damage to the transport packaging, ask the courier to wait for you to open the shipment and check whether the damage to the shipment caused damage to the delivered items.
If you fail to determine the damage before collection, we recommend that you contact the courier service that delivered the package within 24 hours of delivery in order to compile a record of the damage. By following this procedure, your rights will be protected in the most effective way.

Product packaging

We will pack the products you order through the SILMA B&W website in a way that protects the integrity of the shipment (transport packaging).

Method of payment

When purchasing products in our online store, you can only pay with payment cards - card payments are possible for VISA, Maestro, MasterCard and Dina users - provided that the card supports payment via the Internet (which you can check with your bank which issued the card).

Card payments are made in a safe and certified way through Intesa bank and [AllSecure Payment Gateway], by entering the data from the payment card and then confirming the payment in the fields intended for this on the payment page.

Based on the confirmation of payment, the bank authorizes the transaction and thus the order is approved, which means that it enters the process of preparation for delivery. At that moment, the amount from the order is reserved on your card (account) and will not be available for other purposes. The transaction will be completed, and the amount from the order will be deducted from your account only when the products are ready for delivery and handed over to the courier service.

Data protection when paying by card

When entering payment card information, the payment card information is not available to the merchant at any time. The security of data during purchases is guaranteed by the payment card processor, Banca Intesa ad Beograd, so the entire payment process is carried out on the bank's website.

Confidential information is transmitted in a protected (encrypted) form using the SSL protocol, using the most modern methods of tokenization of sensitive data and in accordance with PCI-DSS standards. 3D-Secure protection for all merchants and customers – Raoffeosem Payment Gateway uses the highest global standards of data protection and privacy.

The standards protect sensitive information about the card user during the entire payment process - from the moment of data entry at the merchant's point of sale, during communications between the merchant and the relevant banks and card organizations, as well as the subsequent storage of such data.

Conversion statement

Sva plaćanja biće izvršena u lokalnoj valuti Republike Srbije – dinar (RSD).Za
informativni prikaz cena u drugim valutama koristi se srednji kurs Narodne Banke Srbije.
Iznos za koji će biti zadužena Vaša platna kartica biće izražen u Vašoj lokalnoj valuti
kroz konverziju u istu po kursu koji koriste kartičarske organizacije, a koji nama u
trenutku transakcije ne može biti poznat. Kao rezultat ove konverzije postoji mogućnost
neznatne razlike od originalne cene navedene na našem sajtu.


In the case of a refund to a customer who previously paid with one of the payment cards, partially or in full, regardless of the reason for the refund, the refund is made exclusively to the account from which the payment was made. This means that at our request, our bank will return the funds to your account, that is, the account of the card user. 


For detailed information, see the Notice on the conditions for filing a consumer complaint and the procedure for handling a complaint..

Out-of-court settlement of consumers disputes

A consumer dispute can be resolved by out-of-court settlement of consumer disputes. Out-of-court settlement of consumer disputes is carried out in a transparent, efficient, fast and fair manner before the body for out-of-court settlement of consumer disputes. The procedure before the body can be initiated by the consumer only if he has previously stated a complaint or objection to the trader.

Unilateral termination of the contract concluded via the Internet

SILMA B&W is responsible for non-conformity of the products with the contract in accordance with the Law.

If after receiving the shipment:

  • you find that by mistake SILMA B&W delivered a product that you did not order;
  • that by mistake SILMA B&W, in addition to the product you ordered, delivered and/or charged you for a product you did not order, or
  • if for some reason you changed your mind or gave up the purchase

you have the right to return the disputed products to SILMA B&W, and we will refund your money.

Please read the conditions for exercising the right to unilateral termination of the contract, which are set out below:

  1. the products you return to us must be undamaged, unopened and unused
  2. no more than 14 days have passed since the day the products were delivered to you (including non-working days)
  3. you filled out and sent us the Unilateral Termination Form to the e-mail address
  4. SILMA B&W has confirmed receipt of the Unilateral Termination Form
  5. You packed the product before transport in an adequate way that reduces the risk of their damage during transport;
  6. Along with the product, you have attached all the documents that were handed to you during delivery (cash receipt, delivery note, etc.)
  7. SILMA B&W has confirmed the receipt of the shipment that meets the condition for refund.

Within 14 days of receiving the orderly item, SILMA B&W will refund the amount paid to the account you specified in the Unilateral Termination Form.

The conditions, term and procedure for exercising the right to unilateral termination of the contract in accordance with Article 27 of the Law can be found in Consumer's right to withdraw from the contract.

Customer's responsibility for transport packaging upon return

Please adequately package the products you want to return. SILMA B&W is not responsible for damages that occur due to the fact that the items you want to return were not properly packed before transport. As a result, it is possible that the product will be delivered to us as damaged and we will not be able to provide you with a unilateral termination and refund.

The costumers who withdraw from the contract bears the transport costs when returning the products. We inform you that in the case of unilateral termination, in accordance with legal norms, you bear the transport costs when returning the products.

Changes of general terms and conditions

SILMA B&W reserves the right to change all of the above terms and conditions. Customers are considered to be aware of the changes to the general terms and conditions with each subsequent order.

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