Returns and complaints
The buyer has the right to notify the
dealer within 14 days from the day of receipt of the ordered products to the
published e-mail address that he withdraws from the sales contract, without
having to state the reason for such a decision. The return of purchased
products to the trader within the deadline for withdrawal from the sales
contract is considered a notice of withdrawal. The only cost borne by the buyer
due to the withdrawal from the sales contract is the cost of returning the
products to the specified address of the trader.
The deadline for the return of purchased
products is 8 days from the date of submission of the notice of withdrawal from
the sales contract. Returned products must be undamaged, in the original
packaging and in the same quantity.
Photoceramics and Photocrystals Return
Policy
Due to the customized nature of
photoceramics and photocrystals, these products cannot be returned once they
have been delivered to the customer. Photoceramics and photocrystals are
unique, personalized items that are specifically created according to the
buyer's instructions, such as custom images, text, or designs. Because these
products are tailor-made, they cannot be resold or reused, making them
ineligible for returns under normal circumstances.
However, there are two exceptions to
this no-return policy:
- Damaged
During Transport: If the photoceramic or photocrystal arrives
damaged due to issues during transport, the buyer is entitled to a
replacement. The customer must report the damage immediately upon receipt
of the product, providing photographic or video evidence of the damage.
This evidence will help in assessing the situation and processing a
replacement or refund.
- Incorrect
Product Received: If the buyer receives a product that does not
match the order specifications—for example, if the buyer ordered a
color-printed photocrystal but received a black-and-white version
instead—the buyer is entitled to either a replacement with the correct
item or a full refund. This situation is treated as an error on the part
of the seller, and the mistake will be rectified promptly upon
notification.
In all other cases, returns and refunds
are not permitted for these products due to their highly personalized nature.
The product return form can be
found HERE.
If the products are destroyed, damaged,
damaged, lost or their quantity has decreased without the fault of the buyer,
the buyer must immediately record the damage (picture or video) and notify the
dealer.
All products are carefully placed in the
delivery box before shipping. All products are inspected before packaging and
are undamaged.
For returned products, the trader
returns the paid amount to the buyer no later than within 30 days of receiving
the notice of withdrawal. If the customer used a gift voucher at the time of
purchase, any promotional codes used or other discounts will not be returned to
the customer. The used gift voucher is returned by the merchant in the form of
a store credit. The merchant returns the paid amount to the buyer's transaction
account. Cash cannot be refunded.
The merchant constantly strives to
ensure that changes to the website take place flawlessly, but it can still
happen that an error occurs, and the merchant undertakes to eliminate it as
soon as possible upon discovery. The buyer can warn the trader of the seen
error by phone call or e-mail. Upon withdrawal from the contract, the buyer must return the items by mail.
If the buyer who withdraws from the
contract does not return the ordered goods within the agreed deadlines, the
contract is considered valid, and the buyer loses the right to withdraw from
the contract.
The buyer of the items may not use it
unhindered until the withdrawal from the contract. The buyer may inspect and
test the items to the extent strictly necessary to establish the actual
situation. The buyer is responsible for the reduction in the value of the goods
if the reduction is due to conduct that is not necessarily necessary to
determine the nature, properties and functioning of the goods.
The buyer has no right to withdraw from
the contract for products whose subject matter has been manufactured according
to the exact instructions of the buyer.
In exceptional cases, when the items are
not returned in accordance with the ZVPot, the trader may offer the buyer the
purchase of the item with appropriate compensation, which the trader determines
with the minutes upon return.
Reduced value redemption is taken into
account upon confirmation of the buyer by e-mail. The buyer uses the said
redemption only when ordering another item of the same or higher value.
The right to a refund of the purchase
price in the event of a warranty claim and factual errors is regulated in more
detail by the provisions of the Consumer Protection Act of the Republic of
Slovenia. In the case of claiming the product warranty, the manufacturer's statutory
warranty period applies.
Defective products
Product is recognized as defective when:
• the item does not have the properties
necessary for its normal use;
• the item does not have the
characteristics necessary for the special use for which the buyer is buying it,
but which was known to the trader or should have been known to him;
• the item does not have features and
characteristics that have been explicitly or tacitly agreed or prescribed;
• the seller has delivered an item that
does not match the pattern or model, unless the pattern or model was shown for
notification only.
The suitability of the item is checked
with another faultless item of the same type, as well as with the statements of
the product manufacturer.
The buyer must notify the trader of any
material defect together with a detailed description of it within the legally
specified period and at the same time enable the trader to inspect the item.
The right to assert a material defect in
products is regulated in more detail by the provisions of the Consumer
Protection Act of the Republic of Slovenia.
Communication
The seller will contact the user via
means of distance communication only if the user does not explicitly object to
this, and in accordance with the provisions of ZEKom-1.
The merchant's advertising emails will
contain the following components: they will be marked transparently and
unambiguously as advertising messages; the sender-seller will be clearly
visible; various campaigns, promotions and other marketing techniques will be
marked as such. The conditions for participation in them will also be clearly
defined.
The method of unsubscribing from
receiving advertising messages will be clearly presented; the merchant's wish
not to receive advertising messages will be explicitly respected by the
merchant. The merchant's advertising messages will be clearly visible and
clearly separated from games and competitions.
Complaints and disputes
The seller complies with applicable
consumer protection regulations and has a complaint handling system in place.
The buyer can submit a complaint to the seller's e-mail address.
The appeal procedure is confidential.
The seller will acknowledge receipt of
the complaint within 5 working days and inform the buyer how long it will take
to process it and keep him informed of the progress of the procedure. The
seller will make every effort to resolve any disputes amicably.
If an amicable settlement of the dispute
is not reached, the District Court of Maribor is competent to resolve all
disputes between the trader and the buyer. The trader and the buyer, as
participants in electronic commerce, mutually recognize the validity of
electronic messages in court.
These rules and conditions of business
and all disputes between the seller and the buyer are governed by Slovenian
substantive and procedural law, without the application of the rules of private
international law, which would indicate the application of any other law.
The provisions of the Code of
Obligations, the Electronic Market Act, the Personal Data Protection Act and
the Consumer Protection Act in force in the Republic of Slovenia shall apply
mutatis mutandis to all relationships and to rights and obligations not
regulated by these rules and conditions.
Divitis d.o.o. does not recognize any
IRPS provider as competent for resolving a consumer dispute that a consumer may
initiate in accordance with this Act (Article 32 of the ZIsRPS). Divitis d.o.o.
does not recognize out-of-court dispute resolution.
The provisions of the Code of
Obligations, the Electronic Commerce Act, the Personal Data Protection Act and
the Consumer Protection Act shall apply mutatis mutandis to all relationships
and to rights and obligations not regulated by these General Terms and
Conditions.
Updated: 4.9.2024