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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.

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.


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.

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