Warranty Claims, Guarantee and Complaint Procedure
This section defines the complaint procedure for exercising consumer warranty claims and guarantee claims, where applicable. This section applies only to customers who have the status of consumers under applicable legislation.
Conformity of Goods
The consumer has the right to make a warranty claim based on the conformity of goods. The consumer may exercise this right by notifying the provider of the non-conformity within two (2) months from the day the non-conformity was discovered.
The consumer must describe the non-conformity precisely and allow the provider to inspect the product. The seller is liable for any non-conformity of goods that existed at the time of delivery and becomes apparent within two (2) years from the delivery of the goods.
The consumer has the right to request warranty claims from the provider in the following order:
- restoration of the conformity of the goods or, if this is not possible,
- a proportionate reduction of the purchase price or withdrawal from the contract and refund of payment.
The customer may choose between repair of the goods and replacement with a new flawless product, unless the selected remedy is impossible or would cause disproportionate costs for the seller.
The consumer has the right to withdraw from the contract immediately if the non-conformity appears within thirty (30) days from receiving the product.
When the consumer withdraws from the contract or requests a proportionate price reduction, the provider must refund the purchase price within eight (8) days from receiving the returned goods, proof that the goods were sent back, or the request for a price reduction.
The provider is liable for product non-conformity but is not liable for damage caused by improper use, handling, or maintenance of the product.
Complaint Procedure
The product may be returned by post to: STF d.o.o., Istrska ulica 24, 6240 Kozina, marked “Complaint”, or delivered personally to our address.
We will review the complaint within 8 working days and inform you of our findings as soon as possible.
The goods return, complaint, or non-conformity form is available here: link to form
In the event of an unjustified complaint, the product will be returned to the customer and return costs may be charged. Uncollected products and unjustified complaints do not suspend the customer’s payment obligations.
Guarantee
Goods have a guarantee if this is stated on the guarantee certificate or invoice. The guarantee is valid only if the instructions for use and the conditions stated on the guarantee certificate are followed, and upon presentation of the guarantee card and invoice. Guarantee periods are stated on the guarantee certificate. If no guarantee information is provided, the product does not have a guarantee.
Personal Data Protection
The provider undertakes to protect your privacy. All personal data of online store users is confidential and will not be disclosed to unauthorized persons, except where necessary for order processing, payment confirmation, delivery, marketing, or promotion.
Intellectual Property
All rights reserved. All texts, images, graphics, audio files, animations, videos, and other elements on this website are protected by copyright and other intellectual property rights. Copying for commercial use or distribution is not permitted.
Complaints and Disputes
The provider accepts complaints by phone at +386 599 747 75 or by e-mail at [email protected]. Complaints will be processed as soon as possible.
The provider does not recognize any provider of out-of-court consumer dispute resolution as competent for resolving consumer disputes. The online dispute resolution platform is available at: https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=SL.
If an amicable solution is not possible, the competent court shall have jurisdiction.