COMPLAINTS

The consumer can assert his rights from a material defect if he informs the seller about the defect within two months from the day the defect was discovered. The consumer must accurately describe the defect in the defect notification and allow the seller to inspect the item. The consumer, who correctly informed the seller about the error, has the right to demand from the seller: to remedy the defect in the goods or to refund a part of the amount paid in proportion to the defect or to replace defective goods with new, flawless goods or returns the amount paid. If the existence of a defect in the goods or an irregularity in the provision of the service is not disputed, the seller must comply with the consumer's request from the previous paragraph as soon as possible, but no later than within 8 days. The seller must respond to the consumer's request in writing, no later than 8 days after receiving the request, if the existence of a defect in the goods is disputed. When the error is real: if the thing does not have the properties necessary for its normal use or for traffic; if the item does not have the properties required for the specific use for which the buyer is buying it, but which the seller was aware of or should have been aware of; if the thing does not have the characteristics and features that have been explicitly or tacitly agreed or prescribed; if the seller has delivered a thing which does not correspond to the sample or model, unless the sample or model has been shown only for notice. The suitability of the goods for normal use is assessed against ordinary goods of the same type and taking into account any statements by the seller about the characteristics of the goods made by the seller or the manufacturer, in particular through advertising, product presentation or indications on the goods themselves. How is a factual error asserted? The buyer can exercise his rights due to a material defect if he informs us about the defect within two months from the day the defect was discovered The buyer must describe the defect in more detail in the defect notification and allow us to inspect the item. The provisions of the law governing contractual obligations and the Consumer Protection Act apply to liability for material errors. When is the seller not liable for material defects? The seller is not responsible for material defects in the goods that become apparent after two years have passed since the item was delivered. A defect in the goods is considered to have already existed at the time of delivery if it appears within six months of delivery. The consumer's rights expire after two years from the day he notified the seller about the error. Form for reporting a factual error: Link

In the case of contracts concluded at a distance or off-premises, the consumer has the right, in accordance with the ZVPot, to inform us within 30 days of ACCEPTANCE that he withdraws from the contract, without having to give a reason for his decision. A consumer is a natural person who acquires or uses goods and services for purposes outside of his professional or gainful activity. The possibility of withdrawing from the contract in accordance with the ZVPot therefore does NOT apply to legal entities. A customer withdrawing from a contract or order must return the goods undamaged in the original packaging and in the same quantity, unless the item is destroyed, damaged, lost or the quantity has decreased through no fault of the consumer. In the event that the seller finds that the returned goods are damaged or that the returned quantity does not match, the consumer is responsible for the reduction in the value of the goods, if the reduction in value is the result of conduct that is not absolutely necessary to determine the nature, properties and functioning of the goods. The consumer may inspect and test the items to the extent necessary to determine the actual condition. Only on the basis of a decrease in the value of the goods due to the behavior of the consumer, the company cannot deprive the consumer of the right to withdraw from the contract and thus refund the purchase price. You are considered to have submitted your withdrawal statement in time if you send it within the deadline set for withdrawing from the contract. The consumer bears the burden of proof regarding the exercise of the right to withdraw from this article. If you have already received the goods and withdraw from the contract, you must return the goods within 30 days of the notice of withdrawal from the contract by registered mail as a package to our address: PJU d.o.o., Letališka 32j (2. nadstropje), 1000 Ljubljana. You are considered to have returned the goods on time if you send them before the expiry of the 30 day return period. Please return the products as a parcel post and not as a letter. Products being returned must be accompanied by a copy of the invoice and a completed return form on the back of the invoice. We do NOT accept ransom packages. In case of withdrawal from the contract, the consumer only covers the costs of returning the goods, which are calculated according to the price list of the delivery mail and depends on the type and size of the package. The consumer cannot claim reimbursement of additional costs incurred if he has explicitly decided on a different type of shipment than the most affordable standard shipment offered by the seller. In case of withdrawal from the contract, the company shall return all payments received immediately, or at the latest within 30 days after receiving the notice of withdrawal from the contract. The company returns the received payments to the consumer with the same means of payment that the consumer used, unless the consumer has explicitly requested the use of another means of payment and the consumer does not bear any costs as a result. The consumer cannot request reimbursement of additional costs incurred if he has explicitly decided on a different type of shipment than the most affordable standard shipment offered by the company. If the product does not work properly or does not work according to your expectations, please call our technical service at the phone number, where our consultants will be able to help you with the necessary explanations. In this way, you will avoid possible incorrect use of the product and damage to the product itself, as well as possible damage to other things. We will not be able to consider complaints for products that we find to have been damaged due to incorrect or inappropriate use or behavior that is not absolutely necessary to determine the nature, properties and functioning of the goods. If you want to pick up such a product again after rejecting the complaint, we will send it to you and charge the costs associated with the delivery of such a product, but you can pick up such a product at our address. You can find the contract withdrawal form at the link

The goods have a warranty if it is stated so on the warranty card or invoice. The warranty is valid if the instructions on the warranty sheet are followed and upon presentation of the invoice. The warranty conditions in accordance with the Consumer Protection Act apply to the products in the online store. Form for returning an item under warranty: Link