Complaints and refunds

In the case of distance contracts, the consumer has the right to notify the company of his withdrawal from the contract within 14 days of receipt of the goods, without having to give a reason for his decision. The consumer must return the goods within 14 days of the notification of his intention to withdraw from the contract. The only cost borne by the consumer in connection with the withdrawal from the contract is the direct cost of returning the goods.

In the case of a sales contract, the withdrawal period referred to in the previous paragraph begins to run on the day when:

• the consumer or a third party other than the carrier and designated by the consumer acquires actual possession of the goods,
• the consumer or a third party other than the carrier and designated by the consumer acquires actual possession of the last item of goods if the subject of the contract is several items of goods ordered by the consumer in one order,
• the consumer or a third party other than the carrier and designated by the consumer acquires actual possession of the last shipment or piece of goods, if the delivery of goods consists of several shipments or pieces,
• The consumer or a third party other than the carrier and designated by the consumer acquires actual possession of the first item of goods if the delivery of the goods is regular within a certain period.

In the case of a service contract, the withdrawal period referred to in the first paragraph of this article begins to run on the date of conclusion of the contract.

In contracts for the supply of water, gas or electricity, if these are not sold in a limited volume or a certain quantity, district heating or digital content that is not recorded on a tangible medium, the withdrawal period referred to in the first paragraph of this Article shall begin to run on the date of conclusion of the contract.

Unless the contracting parties have agreed otherwise, the consumer does not have the right to withdraw from the contract referred to in the first paragraph of this article in the following contracts:

• on goods or services whose price depends on market fluctuations over which the company has no influence and which may occur during the withdrawal period;
• about goods that are manufactured according to the consumer's precise instructions and adapted to his personal needs;
• on goods that are perishable or have a short shelf life;
• on the provision of services, if the company fully fulfills the contract and the provision of the service began on the basis of the consumer's express prior consent and with the consent that he loses the right to withdraw from the contract when the company fully fulfills it;
• on the supply of sealed audio or video recordings and computer programs, if the consumer has opened the security seal after delivery;
• on the supply of newspapers, periodicals or magazines, except for subscription contracts for the supply of such publications;
• on the delivery of sealed goods that are not suitable for return due to health protection or hygiene reasons, if the consumer has opened the seal after delivery;
• on the supply of goods which, due to their nature, are inseparably mixed with other items;
• on the supply of alcoholic beverages, the price of which is agreed upon at the time of conclusion of the sales contract and which can be delivered after 30 days, and their actual value depends on market fluctuations over which the company has no influence;
• concluded at public auctions;
• where the consumer has explicitly requested a home visit by the business to carry out an urgent repair or maintenance. If, during such a visit, the business performs additional services that the consumer has not explicitly requested, or delivers goods that are not spare parts necessary for maintenance or repair, the consumer has the right to withdraw from the contract for those additional services and goods;
• on accommodation not intended for permanent residence, transport of goods, vehicle rental, food preparation and delivery, or leisure services where the company undertakes to fulfil its obligation on a specific date or within a specific period;
• on the supply of digital content that is not delivered on a tangible data carrier, if the provision of the service has begun on the basis of the consumer's express prior consent and with the consent that he thereby loses the right to withdraw from the contract.

How do I return a product?

Send us an email at info@paradiznik.si, write "Return [order number]" in the subject line.

Fill out the returns document and attach it to the shipment along with a copy of the invoice. The document can be found HERE.

The returned product must be unused, undamaged and in the same quantity. The product must also be returned in its original packaging with all manuals and warranty. A copy of the invoice should also be included with the return.

In the event of withdrawal from the contract, the company shall immediately or no later than 14 days after receiving the notice of withdrawal from the contract, return all payments received.

The company returns the received payments to the consumer using the same payment method as the consumer used, unless the consumer has explicitly requested the use of another payment method and the consumer does not incur any costs as a result.

In sales contracts, the company may withhold the refund of payments received until the returned goods have been received or until the consumer provides proof that he has sent the goods back, unless the company offers the option of collecting the returned goods himself.

When returning a product, the provider does not cover the shipping costs, but the consumer. Except in cases where the provider is responsible for the error. We also do not accept packages with a ransom.

If the goods cannot be returned by post according to the price list with the contractual partner for the provision of transport services, we will charge the costs of returning the goods. Even if you find that the shipping cost is too high, please contact us and we will find a solution together.

The consumer is liable for any decrease in the value of the goods:

• if the product is used or there are visible traces of use,
• if the packaging or product is damaged, dirty, the original packaging and other necessary accessories are missing,
• with an open security seal: e.g. for software, audio and video media,
• for products made or supplied to order.

The return policy is not intended for the consumer to test the product for 15 days and then return it, it is only a guarantee, because you were not able to physically see the product before purchasing, that if you do not like it, you can return it. Carefully open the packaging, look at the product, if you do not like it, carefully pack it and return it to our address.