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Complaints and Returns

Reclamation procedure

Review products

The customer is obliged to carefully inspect the packaging and its contents when receiving the product. In the event of a physically damaged product or missing contents in the package, the customer is obliged to immediately notify the seller or delivery person about the error. Together with the seller/deliverer, she is obliged to fill in and sign the official minutes submitted by the seller/deliverer. It is recommended that the damaged product be documented with a camera.

The customer should send the damaged product, which must be packed in the original packaging and protected, together with the official record and photos, as soon as possible to the company address or the seller's email address: This email address is being protected from spambots. You need JavaScript enabled to view it.. After receiving the damaged product, the seller will initiate the complaint procedure as soon as possible.

The customer can also reject the product with damaged packaging. In this case, he must notify the seller immediately by e-mail. If the customer received a damaged package from a parcel machine, parcel store or delivery service branch, follow the following procedure:

 

Factual error

According to European legislation, the seller must provide the customer with goods which, through use, prove to be defective or do not have the properties necessary for their use:

  • fix the error

  • replace the product with a new, flawless one

  • return part of the amount paid in proportion to the error or

  • return the amount paid.

The customer must notify the seller of the defect within two months from the day they discovered the defect, but no later than two years after receiving the product. The customer must accurately describe the defect and allow the seller to inspect the product.

In the event of a complaint of a material error, the customer should follow the following procedure:

  1. check the product carefully and be careful not to damage the product or the original packaging during the check

  2. in case of discovery of an error, the customer should immediately inform the seller at the email address: This email address is being protected from spambots. You need JavaScript enabled to view it.. In the message, you should state your name, surname, order number and attach photos of the product in which the defect on the product is clearly visible, a label and a declaration with the item number.

  3. The customer should wait for a written answer and instructions. The customer should not send damaged goods to the seller without instructions, as in this case the seller will not cover the shipping costs.

When is it an factual error?

The defect is material if the product does not have the properties necessary for its normal use or for sale; if the product does not have properties that are necessary for the specific use for which the customer is buying it, but which the seller was aware of or should have been aware of; if the product does not have the properties and features that were expressly or tacitly agreed or prescribed; or if the seller has delivered a product that does not match the sample or model, unless the sample or model was shown only for the purpose of notification (Article 37 ZVPot).

For online purchases, on the basis of the provisions of the ZVPot, the customer can assert rights from a material defect if he informs the seller of the defect within two months of discovering the defect, but after two years have passed since the purchase, the seller is no longer responsible for factual errors. The customer proves the purchase with the original invoice and the product delivery receipt. In the complaint form > the customer must describe the defect in detail and allow the seller to inspect the product. The customer can deliver the notification of the defect in person, but the seller must issue a receipt. The customer, who has correctly carried out the procedure for asserting the right due to a material defect, has the right to demand from the seller that:

  • fix a product defect or

  • returns part of the amount paid in proportion to the error or

  • ireplaces the product with a fault with a new, faultless product or

  • returns the paid amount.

The customer, who is not a consumer in accordance with the ZVPot, asserts his rights to warranty claims through the applicable legislation.

Wrong product

Sometimes it happens that there is a mistake and the customer receives a different product than he ordered. In this case, the customer should inform the seller at the e-mail address: This email address is being protected from spambots. You need JavaScript enabled to view it.. In the message, write your information (name and surname) and the order number. He should also attach photos from which the label and error can be clearly seen. The customer waits for a response, as the seller must verify the authenticity of the error. In the event that the error occurred on the seller's side, a further complaint resolution procedure is initiated.

The customer hands over the incorrect product to the GLS delivery service at their address. Prior to that, let her know when she will be available at her address to pick up the package. GLS courier contacts the customer before arrival. On the back of the package with the new product, which is delivered by the GLS delivery service, a transparent pocket containing the consignment note with the seller's address is glued. When the customer receives a new package, he should look at the back of the package, take the self-adhesive waybill from the transparent pocket, stick it on the package with the wrong product and hand it to the delivery person. The customer should also attach a completed complaint form.

In the event that the customer himself returns the wrong package, he should provide the seller with an invoice showing the cost of delivery. If the stated cost exceeds the delivery cost that the seller has specified in the terms and conditions, the customer will be reimbursed no more than the amount of the seller's delivery cost. It may happen that the desired item is not available, the seller carries out the collection described above with the GLS delivery service and refunds the purchase price to the customer's transaction account as soon as possible, or makes a refund using the same means of payment as were used for the initial transaction.

Return of goods to the seller

If the customer is instructed to send the advertised product to the seller's address, the original or copy of the invoice and a completed product complaint form . The product ready for transport must be properly protected before handing over to the delivery service. The package must be sent by a delivery service that allows tracking the shipment. We are not responsible for a shipment that is lost or damaged during delivery.

The customer should send the package to the address: MEDIATIS, d.o.o., Vodnikova cesta 130, 1000 Ljubljana, Slovenia. The direct cost of returning the goods is borne by the customer. We do not accept ransom payments. The customer can return the product in person at our company headquarters: MEDIATIS, d.o.o., Vodnikova cesta 130, 1000 Ljubljana, Slovenia. In addition to the damaged product, the original or copy of the invoice and a completed complaint form .

Seller's response

If the error is not disputed, the seller must comply with the customer's claim as soon as possible, but no later than within 8 days. In case there is a dispute about the error, the seller must give the customer a written answer within the same period. In the event that the advertised product is lost or destroyed by the seller, he must deliver the same product to you within 8 days or immediately pay compensation equal to the retail price of the new product.

In the event that the defect cannot be rectified or if it has not been rectified within a total period of 45 days from the date when the seller or the manufacturer received a request from the customer to rectify the defect, the manufacturer must replace the product with an identical one free of charge to the customer , new and flawless goods (ZVPot, Article 21b).

Eligibility of complaint

If the complaint is approved, the customer receives a new or repaired product. In case of delivery, the customer is entitled to the shipping costs. Likewise, the seller reimburses the customer for the delivery cost incurred when sending the advertised product to the seller's address. If the product is not in stock, the seller will refund the purchase price to the customer.

In the event that the claim is not approved, the seller can return the claimed product to the customer in the same condition as it was received upon prior agreement. The delivery cost charged to the customer when returning the product to the seller's address is not refunded.


Product Returns

It may happen that the purchased product does not suit the customer (wrong size, inadequate material, ...). The customer has the right to return the purchased product to the seller and receive a refund. In the case of a distance purchase, the consumer has 14 days from receipt of the goods to withdraw from the contract.  The consumer must notify the seller of withdrawal from the contract. The deadline begins the next day from the date of receipt of the ordered goods. In case of timely withdrawal from the contract, the consumer does not need to state a reason for withdrawal. The customer must return the product to the seller as soon as possible, but no later than 14 days from the date of notification of withdrawal from the contract. The product must be sent before the end of the 14-day return period to be considered a timely ZVPot). The products must be undamaged, unused, with all original labels and declarations, packed in the original, undamaged packaging and in the same quantity.

Replacement of the product

The product cannot be exchanged. If the customer wants a different product, please make a repeat purchase. However, if he wants to exchange the product, he should follow the following procedure:

  1. Notification to the seller - the customer should write a notification to the address: This email address is being protected from spambots. You need JavaScript enabled to view it.. Reasons for the decision no need to state.

  2. Filling in the form - the customer should pack the product in a package, protect it properly and hand it over to the delivery service. In addition to the product, the package must also include the original invoice or its copy and filled out form for return of goods. Instead of the form, a declaration of withdrawal from the contract can also be attached.

  3. Sending the package to the address: MEDIATIS, d.o.o., Vodnikova cesta 130, 1000 Ljubljana, Slovenia. The cost charged to the customer is the direct cost of returning the product. Shipments with a ransom or shipments that do not meet our general business conditions are not acceptedwe have and will be rejected. We only accept packages sent by a delivery service that allows package tracking. We are not responsible for packages lost or damaged during delivery. In the event of a lost or damaged package, the customer should contact the delivery service that sent the package. The product can also be returned in person, at the company headquarters: MEDIATIS, d.o.o., Vodnikova cesta 130, 1000 Ljubljana, Slovenia. In addition to the product, the customer should also submit a completed form for returning goods and the original invoice or its copy.

  4. Products must be free of damage and signs of wear. They must have all original labels and declarations and other possible documentation. They must be packed in the original, undamaged packaging and in an unchanged quantity. If the seller finds during the inspection that the product does not meet the criteria listed above, he can refuse to withdraw from the contract. The seller informs the customer via the e-mail address that was entered when placing the order. Upon prior agreement, we can return the sent product to the customer at his expense. In the event that the subject of the return is a product that is part of a set, it is necessary to return all the pieces that make it up. We are not responsible for goods that are returned by mistake, but we can return them at the customer's expense by prior agreement. The customer is responsible for any reduction in the value of goods that are subject to inappropriate and unnecessary handling or that are found to be inconsistent with the function, nature or characteristics of the product. Exceptionally, for a product that is not returned in accordance with the ZVPot, the seller can offer to buy the product with appropriate compensation, which he determines upon return. Purchase with a reduced value is confirmed by the customer in writing via e-mail.

  5. The seller refunds the purchase price as soon as possible, but no later than within 14 days of notification of withdrawal from the contract. The seller can withhold the refund of the received payments until the returned product is accepted. Refunds are made using the same means of payment that the customer used for the initial transaction. If the customer chose cash on delivery at the time of purchase, the seller returns the purchase price to the customer's bank account, so he should also fill in his TRR information on the return form.

 

Refund conditions

Full order refund

The full purchase price will be refunded. If the customer has chosen cash on delivery, the surcharge for the purchase price of the shipment in the amount of EUR 2.44 is not refunded.

The order was placed with a total value of less than EUR 100 and the customer returns only part of the order

The purchase price is refunded only for those products that the customer has returned. The cost of delivery and the surcharge for the purchase price of the shipment in the amount of EUR 2.44 are not refundable.

The order was submitted with a total value of over 100 EUR

The customer is entitled to the benefit of free shipping, but if the value falls below 100 EUR when returning the product, the customer will be charged the delivery cost and deducted from the refund. The surcharge for the purchase price of the shipment in the amount of EUR 2.44 is not refundable.

The customer received a free product as a gift in addition to the ordered goods and is returning the entire order

The customer is also obliged to return the free product.

In the event that a campaign is running in the online store (eg: when ordering XY EUR, the customer receives a free product) and returns part of the order, while the value of the order falls below XY EUR

The customer is also obliged to return the free product.

In the cases listed below, the ordered goods cannot be returned.

  • Products that are not suitable for return for hygienic reasons or for health protection reasons (e.g. underwear, face masks,...)

  • when delivering books

  • a product that is adapted to the customer's wishes and needs (e.g. a personalized product or a product with optional finishing)

  • in the case of a perishable product or a product with an expired use-by date (eg: food, drink, used CD media, cartridges, toners and other consumables,...)

  • in the case of computer equipment, audio and video recordings, machines, appliances and computer programs, if the customer has already opened the security seal and removed the product from the original packaging.

Exceptionally, the seller only approves returns if the original packaging or security seal has not been opened.


Ljubljana, 19 January 2023

Reclamation form

Return form