Terms of service
Terms of Use
These General Terms and Conditions of Business (“Terms and Conditions”) govern the relationship between the seller and the buyer. The seller is the company PROJEKT I.M. 2000 d.o.o., with its registered office in Belgrade, Bulevar Vojvode Bojovića 12, registered with the Business Registers Agency (“Seller”), while the buyer is any natural or legal person who purchases products from the sales assortment in the business premises, retail outlets, or through the Kave Home online store.
1. General Seller Information
Online sales through the website kavehome.rs are carried out by the company PROJEKT I.M. 2000 d.o.o., with its registered office in Belgrade, Bulevar Vojvode Bojovića 12, registered under company number 22081039, tax number 114860083, business activity: 4759 – retail sale of furniture, lighting, and other household items in specialized stores. For all inquiries and customer communication, the following contact email is available: webshop@kavehome.rs.
2. Payment Terms
2.1. When purchasing products online, the buyer is required to make an advance payment in the amount of 100% of the total order value at the time of ordering the products.
2.2. By signing the order form, the buyer enters into an agreement for the delivery of goods with the Seller. If the order form is not signed or completed when placing the order, payment of the advance shall be deemed to establish the contractual relationship between the buyer and the Seller.
2.3. The buyer may cancel the order by written notice, stating their details, the details of the item being cancelled, and the reason for cancellation. The right to a full refund of the paid advance applies under the following conditions: for Kave Home stock products, if cancellation is made no later than 24 hours after the order is placed; for all Kave Home imported products, also no later than 24 hours from the time of ordering.
2.4. In all other cases, the paid advance shall be considered a deposit in the event of cancellation. This means that if the buyer withdraws from the contract for any reason (except force majeure) after paying the advance, the Seller has the right to retain the full amount, unless otherwise provided by law or by the Seller’s internal acts.
3. Prices
3.1. All prices shown on the website www.kavehome.rs are expressed in Serbian dinars (RSD) and include VAT. For each order, the applicable price is the one valid at the time of payment confirmation. The Seller reserves the right to change product prices at any time. Purchases under special discounts and/or promotional offers are made in accordance with the conditions displayed on the website.
4. Payment Methods
4.1. The buyer may make payment:
I. By payment cards: American Express Intesa Bank; Visa; Visa Electron; MasterCard; Maestro; Dina Card;
II. By bank transfer to the current account according to the issued pro forma invoice.
5. Installment Payment
5.1. The buyer may use the installment payment option if paying with American Express Intesa Bank, Visa, or MasterCard cards, without interest, under the following rules:
I. For amounts over RSD 150,000 – up to six monthly installments with American Express;
II. For amounts between RSD 150,000 and RSD 249,999 – up to six monthly installments with Visa or MasterCard;
III. For amounts over RSD 250,000 – up to 12 monthly installments with Visa or MasterCard.
6. Special Terms and Benefits
6.1. The Seller may offer customers additional discounts when purchasing goods, depending on the total order value or special promotional campaigns.
6.2. Discounts apply only to items that are not already reduced, and if multiple benefits are available, the one more favorable to the buyer shall apply.
7. Refund of Funds
7.1. If the buyer returns the purchased goods and requests a refund, and payment was previously made by payment card, in part or in full, regardless of the reason for return, the Seller is obliged to issue the refund exclusively via VISA, EC/MC, Maestro, Amex, and Dina payment methods. The bank will, at the Seller’s request, process the refund directly to the cardholder’s account.
8. Currency Conversion Statement
8.1. All payments are made in the local currency of the Republic of Serbia – dinar (RSD). For informational display of prices in other currencies, the mid-market exchange rate of the National Bank of Serbia is used. The amount charged to your payment card is expressed in your local currency through conversion. The conversion rate is obtained from the card organizations and is not known to the Seller at the time of the transaction. As a result of this conversion, minor differences may occur between the amount charged to your card and the original price displayed on the website.
9. Withdrawal from Purchase
Natural Person
9.1. In accordance with the Consumer Protection Act of the Republic of Serbia, a buyer who is a natural person and who placed the order remotely, outside the Seller’s business premises and without prior inspection of the product, has the right to withdraw from the purchase within 14 days from the date of receipt of the goods, by submitting a withdrawal form. If the goods have already been delivered, the buyer is obliged to return them in the same condition in which they were received, in the original packaging, no later than 14 days from the date the form was sent. The Seller is then obliged to refund the amount paid to the buyer. The buyer and the Seller may agree that, instead of a refund, another item of equal value will be delivered to the buyer, or an item of lower value with the difference refunded, or an item of higher value with the difference paid by the buyer.
9.2. Upon receipt of the returned product, the Seller will determine whether the product is undamaged and functional. The buyer is liable for any reduction in the value of the goods resulting from improper handling of the product, beyond what is necessary to determine the nature, characteristics, and functionality of the product. An authorized person at the Seller shall assess any damage and reduce the refund accordingly based on the determined percentage. If it is established that the product is damaged or defective due to the buyer’s fault to such an extent that it can no longer be sold, the buyer shall not be entitled to a refund, and the product shall be returned at the buyer’s expense.
9.3. The consumer does not have the right of withdrawal in the case of: i) delivery of goods manufactured according to special requirements or personalized for the buyer; ii) delivery of goods whose price depends on changes in the financial market beyond the Seller’s control and which may occur during the withdrawal period.
9.4. The consumer may not withdraw from goods purchased in person at the Seller’s retail stores.
Legal Entity
9.5. A legal entity may withdraw from the purchase only if there is a defect or non-conformity of the product, in accordance with the Law on Obligations of the Republic of Serbia, subject to the prescribed conditions and deadlines.
10. Defects in Goods / Non-Conformity of the Product
10.1. The Seller is liable for defects and non-conformity of the product in accordance with the Consumer Protection Act and the Law on Obligations.
10.2. The buyer may notify the Seller of defects in the goods:
- verbally at the point of sale where the goods were purchased;
- electronically, i.e. on a durable medium, by email to: webshop@kavehome.rs
10.3. Together with the complaint, the buyer is obliged to provide a digital photograph of the damaged parts of the product.
10.4. The Seller is obliged to examine the validity of the complaint without delay and respond in writing or electronically no later than 8 days (for natural persons) or 30 days (for legal entities) from the date of receipt.
10.5. In agreement with the buyer, collection of the damaged product will be arranged if necessary.
11. Delivery Policy
Delivery Time and Conditions
11.1. Product delivery time
For each product on our website, the expected delivery time is shown and depends on product availability from the manufacturer.
The usual delivery time is from 4 to 13 weeks, depending on product availability, production pace, procurement, and transport.
The stated timeframes are for information purposes and represent the estimated delivery time. In the event of unforeseen circumstances that may affect delivery time, including manufacturer delays, transport delays, customs procedures, force majeure, or other circumstances beyond the Seller’s control, the buyer will be informed in a timely manner.
After receipt of the goods in the Seller’s warehouse and preparation for delivery, our team will contact the buyer to agree on a suitable delivery date.
Delivery to the buyer’s address is organized within 5 to 10 business days, depending on the delivery location, transport capacity availability, and other logistical circumstances.
Delivery Methods
- Home Standard
Delivery to the main entrance of the property
The Home Standard service means delivery of goods to the main entrance of the property, i.e. to street level or to the place that the delivery vehicle can safely access.
Under this service, the goods are not brought into the apartment, house, business premises, or to an upper floor of the building.
The delivery fee is determined according to the postal code of the delivery location, in accordance with the current price list.
The exact delivery amount is displayed during the ordering process after entering the postal code.
For orders valued at RSD 99,000 or more, Home Standard delivery is free.
- Home Plus
Delivery with bringing in and assembly
The Home Plus service includes:
- delivery of goods to the buyer’s address,
- bringing the goods into the property,
- assembly of the product.
The service fee is determined according to the postal code of the delivery location, in accordance with the current price list.
The exact service amount is displayed during the ordering process after entering the postal code.
For orders valued at RSD 200,000 or more, the Home Plus service is free.
11.2. Delivery costs
Delivery costs are calculated according to the current price list and shown to the buyer before the order is confirmed.
11.3. Conditions for delivery and assembly
The buyer is obliged to inform the Seller before the scheduled delivery date of any circumstances that may affect delivery or assembly, including but not limited to:
- difficult access to the property,
- narrow hallways or staircases,
- doors narrower than 80 cm,
- an incorrect or insufficiently large elevator,
- other technical or structural obstacles.
The buyer is responsible for ensuring conditions for safe access to the delivery and assembly location.
If, due to the above circumstances, bringing in the goods or assembly cannot be performed safely, delivery will be made to the place to which safe access is possible.
The Seller reserves the right to refuse bringing in or assembly if performing such service could endanger the safety of employees, the buyer, or property.
11.4. Scope of assembly service
The assembly service includes only the assembly of products purchased from the Seller.
The service does not include:
- disassembly of existing furniture,
- moving or rearranging existing furniture,
- modifications or alterations to the product,
- construction, electrical, plumbing, or other trade work,
- fixing products to the wall or ceiling, unless otherwise agreed.
11.5. Packaging
Under the Home Plus service, the assembly team will remove the packaging generated by unpacking the products after assembly, unless otherwise agreed.
In the case of self-collection of goods or use of the Home Standard service, the buyer is responsible for disposing of the packaging in accordance with applicable regulations.
11.6. Change of delivery date
The buyer may request a change of the agreed delivery date no later than two business days before the scheduled date.
If the buyer requests a delay in delivery after the goods are ready for delivery, the Seller will, within its capabilities, allow the delay within a reasonable period.
If the buyer does not collect the goods within 30 days from the date on which they were informed that the goods are ready for delivery, the Seller reserves the right to charge appropriate storage costs or to set a new collection deadline.
11.7. Failed delivery
The buyer or an authorized adult person must be present at the address at the agreed delivery time.
If delivery is not possible due to the buyer’s absence, an incorrect or incomplete address, inability to access the property, or other reasons not attributable to the Seller, the Seller is not obliged to arrange a second delivery free of charge.
The cost of re-delivery is charged according to the current price list.
11.8. Goods inspection upon delivery
The buyer is obliged, upon receipt, to inspect the delivered goods and check whether there is any visible transport damage or defects.
In the event of visible damage or incomplete delivery, the buyer is obliged to immediately notify the courier, enter a remark in the delivery note or other appropriate report, and promptly inform the Seller in order to initiate the complaint procedure.
Signing the receipt of goods without remarks does not affect the buyer’s statutory rights regarding hidden defects that could not be identified upon receipt.
11.9. Partial delivery
If certain products from the same order are not available for delivery at the same time, the Seller may, after prior notice to the buyer, make a partial delivery, provided that this does not cause additional costs to the buyer.
11.10. Transfer of risk
The risk of accidental loss or damage to the products passes to the buyer at the moment the buyer or an authorized person takes possession of the goods.
If the buyer independently arranges transport or collects the goods at the Seller’s warehouse, the risk passes to the buyer at the moment of handover of the goods.
11.11. Force majeure
The Seller shall not be liable for delays or inability to fulfill delivery if caused by circumstances that could not have been foreseen, avoided, or removed, including natural disasters, war, epidemics, strikes, interruptions in international transport, customs procedures, decisions of state authorities, or other force majeure circumstances.
11.12. Product note
Product photographs on the website are for illustrative purposes only.
Due to the nature of the materials, production process, lighting during photography, and display on different screens, minor differences may occur in the shade of color, texture, or the grain/pattern of wood, stone, or fabric compared with the displayed product.
Such deviations are considered normal and do not constitute a product defect.
11.13. Contact
For all questions related to delivery, the buyer may contact customer support using the contact details published on the Seller’s website.
The Seller will endeavor to respond to each inquiry as soon as possible.
12. Assembly Conditions
12.1. Product assembly is charged according to the current price list for additional services and is charged with the buyer’s consent, according to the previously defined product categorization.
12.2. The buyer is obliged to provide sufficient space for assembly (at least 3 x 3 m), so that the assembly can be carried out quickly and without problems; otherwise the Seller is not obliged to perform the assembly.
12.3. Furniture delivery inside the buyer’s premises is carried out in a horizontal position. Assembly teams do not assemble goods in a vertical position if the space is not adequate.
12.4. If the buyer collects the goods independently and assembles them personally, they are obliged to follow the attached instructions. Products assembled contrary to the instructions or with inappropriate tools are not covered by warranty.
12.5. Assembly teams do not mount mirrors, coat racks, or similar items on the wall for technical reasons.
12.6. The buyer is obliged, when collecting the goods independently, to check the contents of the package; subsequent complaints regarding quantity or package damage will not be accepted.
13. Instructions for Use and Warnings
13.1. Wooden products are assembled according to the manufacturer’s instructions. They are sensitive to moisture and should be kept in enclosed spaces with relative humidity between 40% and 60% and a temperature of 14ºC to 21ºC.
13.2. Do not expose products to direct sunlight and keep them at least 1 m away from heat sources. Clean the surfaces of wooden products with a dry soft cloth; for deeper cleaning, use a mild solution of water and soap, always wiping in the direction of the grain. Wipe up spilled liquids immediately. To refresh, use oil from the maintenance set. Coasters should be used to protect against hot and cold objects. Clean metal parts with a damp cloth and mild soap, then wipe with clean water and dry. Abrasive products, polishing agents, or ammonia-based soaps are not permitted.
13.3. Upholstered fabric products may be cleaned with a vacuum cleaner; stains should be removed with neutral chemical agents at a temperature of up to 40ºC.
13.4. Upholstered products made of eco-leather, leather, and synthetic leather are cleaned with a dry sponge or flannel cloth; stains should be removed with neutral soap and clean water, and dried naturally. Dry-cleaning agents, thinners, polishing products, oils, and ammonia-based soaps are prohibited.
13.5. Furniture is not intended for outdoor use unless otherwise stated.
13.6. Improper use of products may cause injury.
13.7. Glass elements require special care to prevent breakage and injury.
13.8. Elements with mechanisms and flexible construction (e.g. chairs with adjustable backrests) require additional care when handling.
13.9. Do not expose products to high temperatures, open flame, or heating devices.
13.10. Small parts may pose a choking hazard for unsupervised children.
13.11. Sharp edges of products require additional care, especially in the presence of small children.
15. Storage of Goods in the Seller’s Premises
15.1. The buyer may choose not to immediately collect an item that has been paid for in advance or in full. In such case, at the buyer’s request, the items may be stored in the Seller’s warehouses without additional charge for up to 2 months from the date of advance payment or full payment of the price. After this period, storage will be charged at a rate of RSD 500 for each started day.
16. Reservation of Items
16.1. A buyer wishing to reserve unpaid items may do so only in writing at the Seller’s points of sale. The exact item name and code must be stated, personal data provided, and the request confirmed with the buyer’s own signature. Reservations of items in Kave Home stores are made without an advance payment, and the reservation period may not exceed 24 hours from the time of reservation.
17. Product Warranty
17.1. The Seller provides a warranty for the purchased product for a period of 24 months from the date of purchase, provided it is used and maintained properly in accordance with the manufacturer’s instructions. A warranty certificate is supplied with the product.
17.2. The buyer is obliged to keep the warranty certificate and proof of purchase (invoice, slip, etc.) for the duration of the warranty period.
17.3. Warranty rights may be exercised only if the buyer possesses the warranty certificate at the time of the request.
18. Personal Data Protection
18.1. On behalf of Projekt I.M. 2000 d.o.o. Belgrade, we undertake to protect the privacy of all our customers. We collect only the essential data about customers/users required for business operations and for informing users, in accordance with good business practice and for the purpose of providing quality service. Customers have the option to decide whether or not they wish to be included in mailing lists for marketing campaigns. All data is kept strictly confidential and is accessible only to employees who require it for the performance of their duties. Employees are required to respect privacy protection principles.
19. Data Confidentiality Protection
19.1. When entering payment card details, confidential information is transmitted over a public network in protected, encrypted form, using the SSL protocol and PKI system, which represent the most advanced cryptographic technology currently available. Transaction security is guaranteed by the card processor, and the entire payment process is carried out on the bank’s pages. Payment card details are never accessible to the Seller’s system.
20. Marketing Activities
20.1. The Seller may request personal data from the buyer, including email address, city, and country, for the purpose of sending a periodic newsletter and informing them about promotions, new products, and other marketing activities.
20.2. Data collected for these purposes will be retained for three years from the date of submission.
20.3. The legal basis for processing personal data for marketing purposes is the express consent of the data subject.
20.4. Consent is given explicitly by accepting the Seller’s Privacy Policy terms or when subscribing to receive the Newsletter and other marketing communications.
20.5. Data collected on the basis of consent will be used exclusively for the purposes stated in the Seller’s internal procedures and will be accessible only to authorized persons.
20.6. By submitting the data, the buyer allows the Seller to use them for an unlimited period, free of charge, for the purpose of informing them about activities and improving the quality of services. In the event of misuse of the data beyond the stated purposes, the buyer has the right to compensation under the law.
20.7. Consent may be withdrawn by sending an email to webshop@kavehome.rs or by registered mail to Bulevar Vojvode Bojovića 12, Belgrade, with the note “Withdrawal of consent.”
20.8. All remarks and comments may be sent by the buyer to: webshop@kavehome.rs.
21. Obligation to Inform
21.1. By publishing the Terms and Conditions in a visible place in the business premises and retail outlets of Kave Home, as well as on the official website, the Seller shall be deemed to have fulfilled its obligation to inform the buyer in accordance with the law.
22. Dispute Resolution
22.1. The Seller and the buyer shall endeavor to resolve any disputes amicably and by mutual agreement, and if this is not possible, the competent court in Belgrade shall have jurisdiction.
23. General Provisions
23.1. The buyer warrants the accuracy of all data provided to the Seller and confirms that such data is their personal and accurate information. The Seller undertakes to use customers’ personal data solely for the performance of the contract and not for any other purpose. Matters not regulated by these Terms and Conditions shall be governed by the provisions of the Consumer Protection Act, the Law on Obligations, and other applicable laws and regulations of the Republic of Serbia.
23.2. These Terms and Conditions shall enter into force 8 days after their publication on the Kave Home website.
23.3. The Seller reserves the right to amend and supplement these Terms and Conditions at any time.
24. Intellectual Property
All content published on the website www.kavehome.rs, including texts, images, and other materials, constitutes the intellectual property of the Seller or third parties who have authorized the Seller to use it. Use, distribution, or reproduction of the content without the express consent of the Seller is not permitted.