Withdrawal from the distance purchase contract, complaints and return of products

The consumer has the right to notify the company in writing that he withdraws from the contract within 14 days of receiving the goods, without having to give a reason for his decision. The consumer can submit the notice of withdrawal electronically. You can find the link in the "my account" section or with an unambiguous statement in printed form, from which it is clear that you are withdrawing from the contract (purchase). The only cost charged to the consumer in connection with withdrawal from the contract is the cost of returning the goods. The message is considered to be timely if the shipment is sent within the deadline set for withdrawing from the contract. We do not accept ransom payments. The goods must be returned to the company no later than 14 days after the notice of withdrawal.

You can find a form for withdrawing from the contract when purchasing at a distance here.

The goods received must be returned undamaged and in the same quantity, unless the goods are destroyed, damaged, lost or their quantity has decreased through no fault of the consumer. The packaging must also be undamaged. If the buyer damages the packaging (tears it, covers it with adhesive tape, cuts it), the seller reserves the right to reduce the purchase price by 20%, except when the product is packed in a plastic packaging cover that cannot be opened other than by cutting it.

The consumer does not have the right to withdraw from the contract in the case of contracts, the subject of which are goods that are not suitable for return due to their nature. For example, the return of products where the security seal is broken, removed or damaged in any other way or products where it is open or destroyed packaging or film that protects the product from direct contact with the skin or for products for which we cannot say with certainty that they have not been used. The return of these products is not possible due to hygiene and health protection.

When returning items where a promotional code was used, these funds are considered as a discount and are not returned upon return (the amount paid is returned).

We will refund your purchase price as soon as possible, or no later than 14 days after receiving the product at our address.

The company returns the received payments to the consumer with the same means of payment that the consumer used, unless the consumer has explicitly requested the use of another means of payment and the consumer bears no costs as a result. For more detailed information on the product return process, send an email to the email address info@tvmarket.si or call 080 88 13.

If the buyer sends the product back within 14 days and asserts the right to a refund, the company will refund the entire purchase price (purchase value of the product, postage and transaction costs).

The consumer can assert his rights from a material defect if he informs the company about the defect within two months from the day the defect was discovered. In the error notification, the consumer must describe the error in more detail and allow the seller to inspect the item. If the buyer asserts the right to refund the purchase price for a product with an actual defect (factory-damaged product), the seller is obliged to return only the purchase value of the product. The seller is not responsible for material defects in the goods that appear after 2 years from the delivery of the product.

The error is real:

1. if the thing does not have the properties necessary for its normal use or for traffic;
2. if the thing does not have the properties necessary for the specific use for which the buyer is buying it, but which the seller was aware of or should have been aware of;
3. if the thing does not have the characteristics and features that have been explicitly or tacitly agreed or prescribed;
4. if the seller has delivered a thing which does not correspond to the sample or model, unless the sample or model has been shown only for notice.

If the product has an actual defect and the consumer has correctly informed the seller about the defect, he has the right to request the company to:

• remedy a defect in the goods or
• refund part of the amount paid in proportion to the error or
• replaces defective goods with new, faultless goods or
• returns the amount paid.

The return option does not apply to software, audio and video media or if the consumer has opened the security seal, used the products, etc.

Exchange of goods

If you have purchased a product that is the wrong size or otherwise does not fit you, you can exchange it for another product within 14 days of purchase. You must send the product undamaged to our address and let us know which product you want to exchange. You can pay the possible difference in price or we will return it to your TRR.

Where to return the goods?

The goods are returned to the seller at the address:

Showtec doo
Hero Šaranovića Street 34
2000 Maribor

We do not accept ransom payments. The cost of postage for returning goods is borne by the buyer.

How to return ordered goods?

Since it is not possible to physically view the products when shopping online, we allow customers to return or exchange the product within the legal framework. In order for the return to proceed without complications, it is good to follow the following instructions:

• Open the packaging carefully, try to damage it as little as possible and keep it in the same quantity.
• If you are trying on clothes, underwear and swimwear, check the correct size by trying on other clothes and not on bare skin.
• Products intended for oral use and other products that come into contact with body fluids cannot be returned once used for health and hygiene reasons.
• Damage and scratches may occur when handling the product, and damaged products cannot be returned.
• Do not open items that have a security seal, if the seal is broken they cannot be returned (audio/video content carriers).
• Visible traces of use (dust, hair, scratches, stains, dirt) are not suitable for return because they are hygienically objectionable.
• Visible traces of installation (used guides, installation scratches) are damages that can occur during installation, so do not install the products until you are sure that they meet your wishes.

When you want to return the product, pack it in the original packaging with all accessories, such as Styrofoam, films, protective paper. Wrap the original packaging in a wrapper or wrapping paper or put it wrapped in a package box and send it. Keep in mind that you return the product in a condition that the seller can resell

Products purchased remotely are not intended to be used within the legal withdrawal period.

The possibility of withdrawing from the contract is intended so that you can open the product, examine it and, if it does not suit you, or your expectations were wrong, withdraw from the purchase. These recommendations do not apply if the product is defective or does not work at the time of purchase -> in this case you must return the purchase.

Return of damaged shipments

If, upon receiving the shipment, you noticed that the product or package is physically damaged, its contents are missing, or it shows signs of being opened, you can refuse it and the delivery person will return the package to us. If you notice damage to the product after receiving and opening the package, contact us and we will make sure that the complaint is resolved as soon as possible.

Complaints

The provider complies with applicable consumer protection legislation. The provider will make every effort to fulfill its duty, establish an efficient complaint handling system and designate a person with whom, in case of problems, the buyer can contact by phone or e-mail. Submit complaints in writing by email to: info@tvmarket.si. Within five working days, the provider will confirm that it has received the complaint, inform the customer how long it will take to process it and keep him informed about the progress of the procedure. The provider is aware that an essential feature of a consumer dispute, at least as far as judicial resolution is concerned, is its disproportion between the economic value of the claim and the costs incurred in resolving the dispute itself. This is also the main obstacle for the consumer not to initiate a dispute before the court. Therefore, the provider makes every effort to resolve any disputes amicably.