Terms of service

General Terms and Conditions of Business and Distance Selling Last updated: July 8, 2026

1. Merchant Information

  • Business name: Naturia Webshop — FURNMASTER DOO
  • Registered address: Trg Slavija - Nemanjina 46a, 11000 Belgrade, Serbia
  • Company Registration No.: 21917702
  • VAT No.: 113712618
  • Phone: +381 60 018 0188 / +381 60 018 0189
  • Email: support@naturia.world
  • Showroom visits are available by appointment only.

By publishing these General Terms and Conditions on the Naturia online store (www.naturia.world), the merchant is deemed to have fulfilled the consumer information obligation in accordance with the Consumer Protection Act ("Official Gazette of RS", No. 88/2021). Consumers may at any time request this information to be delivered via email.

2. Products FURNMASTER DOO sells natural mattresses, pillows, duvets and solid wood beds through the Naturia online store (www.naturia.world). The key characteristics of each product (dimensions, type and origin of materials/fillings — e.g. coir fibre, horsehair, wool, cotton, latex, solid wood species — firmness, warranty, etc.) are listed on the individual product page.

Note on natural materials: our products are made from natural raw materials (solid wood, natural fillings and fabrics, etc.). Minor variations in colour, texture, wood grain or material shade compared to website photographs, as well as slight differences between individual pieces from the same production batch, are inherent to the nature of these materials and do not constitute a lack of conformity.

3. Pricing, Payment and Delivery

  • All prices are in RSD and include VAT.
  • Payment methods: bank transfer, payment cards, and citizens' cheques.
  • Delivery time: 2 to 30 business days, depending on stock availability or the specifics of a custom order. The exact delivery time is confirmed at the time of order confirmation.
  • Delivery costs: depend on the order value, weight, dimensions and distance to the delivery address. The exact delivery cost is displayed before the order is finalised.
  • For large items (beds, mattresses), delivery is carried out by courier or our own vehicle. Carry-in and assembly services are available upon request for an additional fee — this is specified at the time of ordering.
  • The merchant is obliged to deliver goods within 30 days of the conclusion of the contract, unless otherwise agreed (e.g. for custom-made orders).

Products with Price on Request (Custom Beds)

Certain solid wood bed models are available in a large number of combinations of dimensions, wood species, finish and additional options, meaning their final price cannot be displayed in advance on the website and these items cannot be ordered directly through the cart. These products are marked "price on request" on the product page.

Order process for these items:

  1. The customer contacts FURNMASTER DOO by phone, email or contact form and specifies the desired product characteristics.
  2. Based on the customer's request, FURNMASTER DOO prepares and sends a quote or pro-forma invoice containing the exact product specification, final price, delivery time, payment method, and a note regarding the right of withdrawal (or the applicable exception — see section 4).
  3. The contract is deemed concluded only when the customer accepts the quote/pro-forma invoice (by email confirmation, payment or other unambiguous means), thereby confirming that they are aware of all order terms.
  4. The customer may request changes to the specification or withdraw from the inquiry at any time before accepting the quote, without any obligation.

4. Consumer Right of Withdrawal (14 Days)

The consumer has the right to withdraw from a distance contract within 14 days, without giving any reason, by completing and submitting the Withdrawal Form (available on the Returns and Withdrawal page) or by any other unambiguous statement.

The 14-day period runs from the day on which the consumer, or a third party designated by the consumer, receives the goods.

The consumer shall return the goods at their own expense, no later than 14 days from the date of sending the withdrawal form, to: Trg Slavija - Nemanjina 46a, 11000 Belgrade, Serbia. The merchant shall refund all payments received within 14 days of receiving the withdrawal form, but reserves the right to withhold the refund until the goods have been returned or proof of return shipment has been provided.

Exceptions to the Right of Withdrawal

In accordance with Article 37 of the Consumer Protection Act, the right of withdrawal does not apply in the following cases relevant to our product range:

  • Mattresses, pillows, duvets and similar products delivered in sealed/hygienically protected packaging — if the protective packaging has been opened or removed after delivery, withdrawal is not possible for hygiene and health reasons.
  • Beds and other solid wood products made to order or to the customer's specific requirements (non-standard dimensions, chosen wood species, colour/finish, etc., including all items ordered via a quote/pro-forma invoice as described above) — these are considered goods made to the consumer's personal specifications and the right of withdrawal does not apply.

For standard (mass-produced, pre-defined) products ordered directly through the cart that have not been made to specific customer requirements, the right of withdrawal applies in full.

These exceptions are clearly indicated on the product page prior to the conclusion of the order.

5. Complaints and Conformity Detailed provisions are set out on the separate Complaints and Conformity Policy page.

6. Out-of-Court Dispute Resolution The consumer has the right to initiate out-of-court consumer dispute resolution proceedings before the competent body, after having previously attempted to resolve the complaint directly with the merchant. A list of out-of-court dispute resolution bodies is available on the website of the Ministry of Trade, Tourism and Telecommunications of the Republic of Serbia.

7. Personal Data Protection Details on the processing of personal data are set out in the Privacy Policy.

8. Amendments FURNMASTER DOO reserves the right to amend these General Terms and Conditions. Consumers will be notified by publication of the updated version on the website with the date of amendment.