Complaints and returns
Dear customer, if the goods you have received do not meet your needs or have defects, as a consumer you have several options available.
1. Right of withdrawal from the contract (return without reason)
As a consumer you have the right within 14 days of receiving the goods to withdraw from the contract without giving a reason. The period begins the day after the goods are received.
To exercise the right of withdrawal, notify us with a clear statement (e.g. by email to [email protected]) of your decision to withdraw from the contract.
How to return goods?
- Send us a written statement of withdrawal to [email protected]
- Return the goods within 14 days of the withdrawal statement
- The goods must be undamaged, in their original packaging and in the same condition as you received them
- Enclose a copy of the invoice or delivery note
Return address:
PAKETKO d.o.o.
Prečna pot 6
8257 Dobova
Slovenija
Refund of the purchase price
We refund the purchase price within 14 days of receiving your withdrawal, but we may withhold the refund until we receive the returned goods or proof that you have sent the goods back.
The cost of returning the goods is borne by the buyer.
2. Defect of goods (complaint)
If the goods received have a defect (e.g. do not work, are damaged, do not match the description), under the Consumer Protection Act (ZVPot) you may claim a defect within a 2-year period of receiving the goods.
How to file a complaint?
- Contact us at [email protected] or call 07 555 03 40
- Describe the defect as precisely as possible
- If possible, attach photographs of the defect
- State the invoice number and date of purchase
Our obligations
In the case of a justified complaint you have the right to request:
- free repair of the defect,
- replacement of the goods with flawless goods,
- a refund of part of the purchase price in proportion to the defect,
- withdrawal from the contract and a full refund of the purchase price.
3. Warranty
For some products the manufacturer provides a warranty. The warranty period and conditions are stated in the warranty card enclosed with the product. You can submit a warranty claim directly to the manufacturer or to us.
4. Damage during delivery
If you receive a visibly damaged parcel, be sure to accept it with a note with the carrier (request a damage report). Without this note, a complaint with the carrier is difficult to pursue.
Notify us of the damage within 24 hours at [email protected] and attach photographs of the damaged parcel and its contents.
5. Out-of-court dispute resolution
In accordance with the law, we inform you that we do not recognise any provider of out-of-court consumer dispute resolution as competent to resolve disputes that customers could initiate under the Out-of-Court Consumer Dispute Resolution Act.
You can find the online dispute resolution platform here: https://ec.europa.eu/consumers/odr
Contact
PAKETKO d.o.o. (Termoplast.si)
Prečna pot 6, 8257 Dobova
E-pošta: [email protected]
Telefon: 07 555 03 40