RETURN OF GOODS

COMPLAINT

RIGHT TO WITHDRAW FROM THE CONTRACT:

In the case of contracts concluded remotely, the consumer has the right to notify the company of withdrawal from the contract within 14 days, without having to state the reason for their decision. This right applies if the consumer withdraws from the contract for any reason, but it is not a mistake on the part of our company. The only cost to the consumer in this case is the direct cost of returning the goods.

If the consumer withdraws from the contract, our company will refund all payments made as soon as possible, but no later than 14 days after receiving the notice of withdrawal from the contract. The possibility of withdrawing from the contract does not apply to legal entities. If the consumer has already received the amount or goods and withdraws from the contract, they must return what they received to the company within 14 days of the notice of withdrawal from the contract.

Procedure for reporting damaged goods:

In the event that you receive damaged goods, please fill out the DAMAGED GOODS RECEIPT FORM. You can send the record:

Based on the received record, we will send you new cookware as soon as possible.

The buyer can complain about the goods within eight (8) days of purchase if the goods do not have the properties that the seller expressly promised, if the seller sent the wrong products, products in the wrong quantity or color, or if the products otherwise deviate from the buyer’s order.

In this case, the buyer can request an immediate replacement for the same product or within the statutory period and under the conditions for asserting a claim based on a material defect.

We expressly emphasize that in the event of an error on the part of our company:

For incorrectly sent goods or goods, the customer must fill out the goods return form.

For damaged goods, the customer must fill out the damaged goods receipt form.

In both cases, we will arrange for the package to be picked up from the customer at our expense via Pošta Slovenije.

The money will be refunded to the customer’s transaction account within 14 days of receiving the returned goods, or new goods will be sent.

We kindly ask the consumer to return the goods undamaged, in an unchanged quantity and in the original packaging, and to enclose the damaged goods receipt form. The customer must include their transaction account number, to which all refunds will be made.

MATERIAL DEFECT

According to the Consumer Protection Act (ZVPot), a defect is material:
if the goods do not have the properties necessary for their normal use or for traffic;
if the goods do not have the properties necessary for the special use for which the buyer is buying them, which was known to the seller or should have been known to them;
if the goods do not have the properties and characteristics that were expressly or tacitly agreed or prescribed;
if the seller handed over goods that do not match the sample or model, unless the sample or model was shown only for notification.

Based on a material defect, the consumer can complain about the defect on the product to the seller within 24 months of receiving the goods. The seller is no longer liable for defects that appear on the product after two years or 24 months from receipt. The buyer can request the elimination of the defect or the replacement of the goods.

PROTECTION OF PERSONAL DATA

The seller respects the applicable legislation on consumer protection, personal data and electronic communication.

The seller undertakes to permanently protect the user’s personal data. The seller will use personal data exclusively for the purposes of fulfilling the order, sending informational material, offers, invoices, prize games and promotions by e-mail or mobile phone.

The user’s data will in no case be given to unauthorized persons.

The user is also responsible for protecting personal data, namely by ensuring the security of their username and password, as well as ensuring adequate anti-virus protection of their computer, or the computer through which they access our online store.

COMPLAINTS AND DISPUTES

The company EMO – ETT, d.o.o. respects the applicable regulations in the field of consumer protection and has an established effective system for handling complaints and has a designated person with whom the buyer can contact by email in case of problems. In case of problems, the buyer can turn for help or submit a complaint to the email address [email protected] or recommended to the address EMO – ETT, d.o.o., Mariborska cesta 86, 3000 Celje. The complaint handling process is confidential.

For all relations and for rights and obligations that are not regulated by these General Terms and Conditions, the provisions of the Obligations Code, the Electronic Commerce on the Market Act, the Personal Data Protection Act and the Consumer Protection Act shall apply mutatis mutandis.

Provisions that we respect:

Consumer Protection Act (ZVPot),

Electronic Commerce on the Market Act (ZEPT),

The Prevention of Undeclared Work and Employment Act (ZPDZC-1).

In accordance with legal norms, we do not recognize any provider of out-of-court settlement of consumer disputes as competent for resolving a consumer dispute that a consumer could initiate in accordance with the Out-of-Court Settlement of Consumer Disputes Act.

The provider will confirm receipt of the complaint within five working days and notify the buyer of the progress of the procedure within a further eight days. The provider will do its best to resolve any disputes amicably.

COMPANY

Company EMO – ETT, d.o.o. with the long name:
Emo – Ett Proizvodno In Trgovsko Podjetje, D.O.O.

Registered at the address Mariborska cesta 86, 3000 Celje

Tax number: SI 95460152

Registration number: 5318289000

Date of entry in the register: 16. 9. 1996, Srg : 100870, SRG entry 96/00693

Registration authority: Okr. sod. v Celje

Legal form: limited liability company

Share capital: EUR 7,500.00