Complaints and returns

11. Consumer's right of withdrawal from the contract

Consumers (this applies exclusively to natural persons who buy products for purposes outside their trade or business) have the right to notify the seller within 14 days of receiving the items that they are withdrawing from the contract, without having to give any reason for their decision. The period begins to run one day after the date the items are received.

The consumer notifies the seller of withdrawal from the contract at the seller's e-mail address: info@aroma-herbal.si or by ordinary post to the provider's address.

The withdrawal form for the items is available to users in the following form:

Withdrawal from the contract – return within 14 days - > (Complete this form and send it back only if you wish to withdraw from the contract)

Addressee

Aroma herbal d.o.o.

Litijska cesta 148

1000 Ljubljana

I hereby inform you that I am withdrawing from the contract in accordance with Article 43 of the Consumer Protection Act (ZVPot) for the following items:

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First name and surname: ........................................................................................................................

Address: ...........................................................................................................................................

Town: ................................................................................................................................................

Date of invoice or purchase of the items received:.................................................................................

Date the items were received:.................................................................................

Invoice number ...........................................................

Order number: ........................................................

The purchase price shall be refunded in the same way as the purchase was paid for, or alternatively by bank transfer to the bank account number provided:

SI56_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ opened at the bank .........................................................................

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Date and signature of the buyer

In the event of withdrawal from the contract, the consumer returns the item received either by post or by bringing it in person to the seller's address.

The consumer must return the item to the seller undamaged and in the unchanged quantity, unless the item has been destroyed, spoiled or lost, or its quantity has been reduced, through no fault of the consumer. The consumer may not use the items freely before withdrawing from the contract. The consumer may inspect and try out the items to the extent strictly necessary to establish their actual condition, as is usual in conventional shops. Any "trying out" that goes beyond this counts as use of the goods, and in accordance with the Consumer Protection Act you are yourselves liable for any diminished value of the goods. In other words, the consumer is liable for the diminished value of the goods if the diminution results from handling that is not strictly necessary to establish the nature, characteristics and functioning of the goods.

We recommend that, for products where you establish immediately on receipt that the colour, size or any other characteristic is not as you imagined, you do not open them fully, or do not open them at all if possible. When opening the packaging, take care not to damage it, and keep the packaging, including all the contents that protected your product and its individual accessories, carefully.

The only cost borne by the consumer in connection with withdrawal from the contract is the cost of returning the items (which, if sent by post, is charged according to the delivery service's price list and depends on whether it is a parcel, package or freight consignment). The item must be returned to the seller no later than 14 days after the notice of withdrawal from the contract (purchase) was sent. When sending a product to our address, please note that we do not accept cash-on-delivery consignments.

The consumer has no right of withdrawal from contracts whose subject is an item,

The ordered goods cannot be returned under the stated conditions in the following cases:

1. for goods or services whose price depends on fluctuations in the markets over which the company has no control and which may occur within the withdrawal period;
2. for goods made to the consumer's precise instructions and personalised to their individual needs;
3. for goods that are liable to deteriorate quickly or whose expiry date would pass quickly;
4. for the provision of services, if the company has fully performed the contract and performance of the service began on the basis of the consumer's express prior consent and acknowledgement that they lose the right of withdrawal once the company has fully performed the contract;
5. for the supply of sealed audio or video recordings and computer software, if the consumer has broken the security seal after delivery;
6. for the supply of sealed goods that are not suitable for return for health protection or hygiene reasons, if the consumer has broken the seal after delivery;
7. for the supply of goods which, by their nature, are inseparably mixed with other items;
8. for the supply of digital content not supplied on a tangible medium, if performance began on the basis of the consumer's express prior consent and acknowledgement that they thereby lose the right of withdrawal.

Payments received will be refunded as soon as possible, and at the latest within 14 days of receipt of the notice of withdrawal from the contract and until the products are returned. The company refunds payments received to the consumer using the same means of payment as the consumer used (most commonly payment to a bank account), unless the consumer has expressly requested a different means of payment and the consumer bears no costs as a result.

In the case of withdrawal from the contract where a bonus, discount code or promotional code was used, these funds are treated as a discount and are not refunded to the user. Only the amount actually paid is refunded to the user.

In exceptional cases where items are not returned in accordance with the ZVPot, we may offer the consumer a buy-back of the item with appropriate compensation, which we determine in a record drawn up on return. A buy-back at a reduced value is applied once the consumer confirms it by e-mail. The consumer may use this buy-back amount solely when ordering another item of equal or higher value.

The option of withdrawing from the contract exists so that you can open and inspect the product and, if it does not suit you or your expectations were different, withdraw from the purchase. These recommendations do not apply if the product is defective or does not work at the time of purchase. In that case, a claim for material defect or guarantee applies.

The right to a refund of the purchase price when exercising the guarantee and in cases of material defects is regulated in more detail by the provisions of the Consumer Protection Act and the summarised provisions below.

12. Guarantee

Items carry a guarantee if so stated on the guarantee card or on the invoice. The guarantee is valid provided the instructions on the guarantee card are followed and the invoice is presented. Guarantee periods are stated on the guarantee cards or on the invoice.

Information about the guarantee is also given on the item's presentation page. If there is no information about the guarantee, the item has no guarantee or the information is not known at that moment. In the latter case, the buyer may contact the provider, who will supply up-to-date information.

13. Material defect

The seller must deliver goods to the consumer in conformity with the contract and is liable for material defects in their performance.

A defect is material:

1. if the item lacks the properties necessary for its normal use or for trade;
2. if the item lacks the properties necessary for the particular use for which the buyer is buying it, which was known or should have been known to the seller;
3. if the item lacks the properties and qualities that were expressly or tacitly agreed or prescribed;
4. if the seller has delivered an item that does not match the sample or model, unless the sample or model was shown for information only.

The suitability of the goods for normal use is assessed in relation to ordinary goods of the same type and taking into account any statements by the seller about the characteristics of the goods made by the seller or the manufacturer, in particular through advertising, product presentation or statements on the goods themselves.

The consumer may exercise their rights in respect of a material defect if they notify the seller of the defect within two months of the day on which the defect was discovered. In the notice of the defect, the consumer must describe the defect in more detail and enable the seller to inspect the item. The consumer may notify the seller of the defect in person, in which case the seller must issue a confirmation, or send it to the shop where the item was bought, or to the seller's representative with whom the contract was concluded.

The seller is not liable for material defects in the goods that appear after two years have passed since the item was delivered. A defect in the item is deemed to have existed at the time of delivery if it appears within six months of delivery.

A consumer who has properly notified the seller of the defect has the right to demand that the seller:

• remedy the defect in the goods, or

• refund part of the amount paid in proportion to the defect, or

• replace the defective goods with new, faultless goods, or

• refund the amount paid.

In any case, the consumer also has the right to demand compensation for damage from the seller, in particular reimbursement of the costs of materials, spare parts, labour, transfer and transport of the products incurred in fulfilling the obligations under the previous paragraph of this article. The consumer's rights under the first paragraph lapse upon the expiry of two years from the day on which they notified the seller of the material defect.

14. Complaints

If you have received a consignment that lacks any of the documents, instructions in Slovenian, or guarantees, if the invoice details are incorrect, or in other similar cases, please contact info@aroma-herbal.si with a description of the shortcoming. We will provide you with the appropriate explanation or instructions, or deliver the missing material, as soon as possible.

If there is anything wrong with the product you have received to such an extent that you wish to exchange it, you may return it to our address. Products you return should be unused, undamaged, in the condition in which you received them and in the original packaging; otherwise, if you return a product, we will charge you appropriate compensation, which will be assessed in a record drawn up on return of the goods.

We will verify the validity of your complaint and inform you of the result of the procedure and the next steps within 8 days.