How to shop safely online in Serbia 2026

Online shopping in Serbia has grown several times over the past five years. More choice also means paying closer attention to the details that protect you from headaches. This is a short, practical guide for 2026 — no panic, just concrete steps.

Check the site before you buy

Your first line of defence is the website itself. Look for:

• HTTPS and the padlock in the address bar. Without a TLS certificate (https://), there is no guarantee that data you submit isn't read along the way. Clicking the padlock shows who issued the certificate.
• Domain and company name. Sites like "vondi.rs", "amazon.com", "ebay.com" have clear names. Suspicious sites often use look-alike names ("vondiglobal-shop.net") to fool buyers.
• Imprint and contact details. A legitimate business must publish its tax ID, registration number, registered address and contact channels (Art. 13 Trade Act and Art. 13 E-Commerce Act). Vondi operates as VONDI GLOBAL D.O.O. BEOGRAD, PIB 115369231, MB 22148117.
• Reviews outside the site itself. Search the seller's name + "review" or "experience" on Google and forums. A site with zero mentions on the internet is a red flag.

Card payments: 3-D Secure is mandatory

In 2026 every card payment must go through 3-D Secure (Visa Secure, Mastercard ID Check, DinaCard ProtectBuy). In practice:

• The bank redirects you to its own page or sends a push to its mobile app.
• You confirm the purchase with a code, biometrics or push.
• Only then is the transaction approved.

If a site asks for your card number without the 3-D Secure step, that is a major risk. Vondi uses AllSecure (PCI DSS Level 1) and every transaction goes through 3-D Secure. Vondi never stores the card number or CVV — that data stays with the certified processor.

IPS QR and mobile banking

IPS QR (the NBS NBS Pay standard) is becoming more common. Safety pointers:

• Scan the QR inside your bank's app, not from a random app.
• Before confirming, double-check the amount, recipient and reference — if they don't match what you're buying, cancel.
• Funds move instantly — any refund requires the seller to agree and send the money back.

Your rights under the Consumer Protection Act (ZZP)

The two articles you absolutely need to know:

• Article 27 ZZP — right of withdrawal. You have 14 days from receiving the goods to withdraw from the contract without giving a reason. Send a written statement, return the goods, and the money is refunded within 14 days of the seller receiving the statement.
• Article 52 ZZP — conformity. New goods carry a 2-year statutory warranty, second-hand goods 1 year. It covers all defects that existed at the moment of delivery. You may choose replacement, repair, price reduction or contract termination.

Your rights are explained in detail in our buyer's guide and the Vondi platform rules.

Phishing and fake e-mails

The most common scam in 2026 is a phishing e-mail that looks like it comes from your bank or a marketplace. What to do:

• Don't click links from e-mails. Open the site directly by typing the address into the browser.
• Check the sender. A real bank e-mail does not come from "service@bank-secure.tk" — it comes from the bank's official domain.
• Banks never ask for CVV, PIN or 3-D Secure codes by e-mail or phone.
• If in doubt, call the bank using the number printed on the back of your card.

If you receive a phishing e-mail pretending to be from Vondi, forward it to support@mail.vondi.rs and delete it. We never ask for passwords or card data by e-mail.

When things go wrong

Goods don't arrive or arrive damaged

1. Contact the seller via Vondi or write to support@mail.vondi.rs.
2. If the parcel arrived damaged, file a record with the courier and photograph the damage before opening the package.
3. You have 24 hours to report it to the courier and start a complaint.

Disputed card transaction

1. Call the bank immediately — the chargeback procedure runs 60-180 days.
2. Don't panic: if the transaction passed 3-D Secure, both the bank and the processor have a complete audit trail.
3. Vondi blocks any account that used a stolen card and cooperates with the bank.

Dispute with a seller that won't resolve

1. Complaint book at the seller (Art. 56 ZZP — answer within 8 days).
2. Vondi mediator support at support@mail.vondi.rs — a compromise is often found.
3. Market Inspection (Sector for Market Inspection, Ministry of Trade) — for serious breaches.
4. Ombudsman / Information Commissioner — for data and privacy issues.
5. Court — last resort, rarely needed.

A practical checklist before every purchase

• [ ] Site has HTTPS and a recognisable domain
• [ ] I can see the seller's tax ID and contact info
• [ ] Price includes VAT and all fees (Art. 7 and 12 ZoT)
• [ ] There is a clearly described return policy
• [ ] Payment goes through 3-D Secure or IPS QR from your banking app
• [ ] I saved the confirmation and invoice

Conclusion

Safe online shopping is not magic — it's a set of simple habits. Most problems come from fake sites or from people pretending to be your bank. Vondi is here to verify sellers and protect buyers through integrated fiscalisation, 3-D Secure, and a clear complaint procedure.

If your question isn't covered here, write to support@mail.vondi.rs or see our FAQ page.