Refunds and complaints
Return procedure
Before returning goods purchased in the fritshop.si online shop, please contact us by email; info@fritzshop.si to agree on the best solution. In accordance with the Consumer Protection Act, the consumer may withdraw from the contract within 14 days of receipt of the goods ordered, without having to give a reason for his/her decision.
The withdrawal declaration must be submitted within the withdrawal deadline to info@fritzshop.si.
For the Regulation on forms relating to the exercise of the right of access to a distance or off-premises contract , click here >>.
You can return the goods in one of two ways within 30 days of the date of the cancellation notice:
- The purchased goods are sent with the invoice and all related documentation to Masterline d.o.o., Vodovodna cesta 101, 1000 Ljubljana. You must return the products undamaged, in the same quantity and in the original, undamaged packaging. Damaged products, products in altered quantities and products in non-original or damaged packaging cannot be returned. The cost of postage shall be borne by the buyer.
- You must personally present the purchased goods at Masterline d.o.o., Vodovodna cesta 101, 1000 Ljubljana, at your own expense, and return the purchased goods together with the related documentation to Masterline d.o.o., Vodovodna cesta 101, 1000 Ljubljana, Ljubljana, Slovenia, during business hours (weekdays between 9 am and 4 pm, closed on weekends and public holidays) and at Masterline d.o.o., Vodovodna cesta 101, 1000 Ljubljana, Slovenia.
Reimbursement of payments received
If you have already paid for the goods you have ordered, we will refund any payments you have made for the order immediately or, at the latest, within 14 days of receipt of the cancellation notice.
If you have already received the goods and you withdraw from the contract, you must return them within 14 days of the withdrawal notice.
In this case, we will withhold reimbursement of payments received until you have collected the returned goods or until you have provided us with proof that you have sent the goods back.
We will refund the purchase price in the same way as payment was made. If payment was made after the offer was made, we will refund the purchase price to your TRR (personal account). Therefore, please let us know your personal account number or write it down on the Returns Form.
If the product is not working properly, or is not working as you expect, please let us know by emailing info@fritzshop.si , where our technical advisors will be able to help you with the necessary clarifications. This will help you to avoid any misuse of the product, damage to the product itself and possible damage to other things.
We will not be able to consider claims for products that we determine to have been damaged as a result of improper or inappropriate use or handling that is not strictly necessary to establish the nature, characteristics and performance of the goods. If you wish to repossess such a product after a claim has been rejected, we will send it to you and charge you the costs associated with the delivery of such a product.
Guarantee
Products are guaranteed if stated on the warranty card. The warranty is valid subject to the instructions on the warranty card. Warranty periods are indicated on the warranty card. The warranty period starts from the date of receipt of the goods. You can claim the warranty by means of the warranty card, invoice or proof of payment for the goods (bank statement). In accordance with Article 18 of the Consumer Protection Act, the seller does not have to endorse the warranty card separately.
Repair and replacement of products within the warranty period is carried out by Masterline d.o.o. If the repair takes more than 30 days, we will replace the product with a new one, or if this is not possible, we will refund the purchase price in full.
Substantive error
The material error is in the case of:
– if the product does not have the characteristics necessary for its normal use or for circulation;
– if the product does not have the characteristics necessary for the specific use for which the buyer is buying it, which was known or should have been known to the seller;
– if the seller has handed over an item that does not correspond to a sample or model, unless the sample or model was shown only for information; – if the product does not have the characteristics and qualities that were expressly or tacitly agreed or prescribed.
The conformity of goods for normal use shall be assessed in relation to normal goods of the same type and taking into account the manufacturer’s statements concerning the characteristics of the goods and the indications on the product itself.
The buyer may exercise his rights under the material defect if he notifies us of the defect within two months of the date on which the defect was discovered. The Buyer must describe the defect in more detail in the notice of defect. In the event of non-conformity, the Buyer’s claims shall be exercised in the following order (for purchases from 26.1.2023 onwards):
1. request for the goods to be brought into conformity free of charge (repair or replacement)
2. request for a reduction in the purchase price or
3. withdrawal from the contract of sale
The Buyer may request the Seller to restore the conformity of the Goods free of charge within a reasonable period, which may not exceed 30 days from the time of notification.
Collection of items returned for warranty or material defect treatment
The Buyer is obliged to take delivery of the product, which it has handed over to the Seller for warranty or other treatment, after the treatment has been completed. The Buyer shall collect the Product at the collection point at which it was handed over to the Seller in person, or, if it was sent by post, it shall be returned to the Seller at the delivery address.