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Returns, Withdrawal and Complaints

Your right to withdraw (14 days)

As a consumer, you may withdraw from your purchase without giving any reason within 14 days. The withdrawal period ends 14 days after the day on which you, or a person you have named other than the carrier, receive the goods. If several items from one order are delivered separately, the period ends 14 days after you receive the last item.

To withdraw, send us a clear statement before the period ends. You can:

You may use the model withdrawal form below, but it is not required. To meet the deadline, it is sufficient to send your notice before the withdrawal period has expired.

Cancelling an order before dispatch

If you change your mind before your order has been dispatched, simply email us at [email protected] or use the online withdrawal form. We will cancel the order and refund the full amount, including any delivery cost, without undue delay and within 14 days at the latest. No return is needed in this case.

Returning the goods

Please send the goods back to Monika Strahinič, Brezovica pri Metliki 18, 8330 Metlika, Slovenia without undue delay and no later than 14 days after you have told us that you are withdrawing. The deadline is met if you send the goods before the 14 days have expired.

For furniture and other large items that cannot be sent by post, contact us and we will arrange collection with you.

Cost of returns

You bear the direct cost of returning the goods. For smaller items sent by post, this is usually approx. EUR 5 to EUR 10. For furniture that cannot be returned by post, the cost of collection within Slovenia is at most approx. EUR 90, depending on the size of the item and the collection address. We will tell you the exact cost before arranging a collection.

Returns of faulty or non-conforming goods are always at our expense.

Refunds

We refund all payments received from you, including standard delivery costs, without undue delay and no later than 14 days after we receive your withdrawal notice. We use the same payment method you used for the original purchase, unless you expressly agree otherwise; you will not be charged any fee for the refund. Unless we have offered to collect the goods, we may withhold reimbursement until we receive the goods back or you supply evidence of sending them back, whichever happens first. Where we have offered collection, this withholding rule does not apply.

Condition of returned goods

You may handle the goods as you would in a shop to establish their nature, characteristics and functioning. You are only liable for any loss in value that results from handling beyond what is necessary for this. Please pack the goods carefully; the original packaging is helpful but not required.

Faulty goods and complaints

The right to withdraw is separate from your rights if goods are faulty. We are responsible for any lack of conformity that exists when the goods are delivered and becomes apparent within two years of delivery. Please notify us within two months of discovering the defect by writing to [email protected] with your order number and a description of the problem. You can request a repair or replacement free of charge. We will bring the goods into conformity within a reasonable time, at the latest within 30 days; if more time is objectively needed, we will tell you before the deadline expires and the period may be extended by up to 15 days. If a defect appears within 30 days of delivery, you may terminate the contract immediately and receive a full refund. Where the other legal conditions are met, you may request a price reduction or terminate the contract. Any costs of returning faulty goods are borne by us.

How we handle complaints

Please send complaints by email to [email protected] or by post to Monika Strahinič, Brezovica pri Metliki 18, 8330 Metlika, Slovenia, stating your order number and a description of the problem. We confirm receipt of your complaint within five working days, tell you how long we expect to need to handle it, and keep you informed until it is resolved.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To: Moniq Cozy, Monika Strahinič, Brezovica pri Metliki 18, 8330 Metlika, Slovenia, email: [email protected]

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods:
— Goods: ____________________
— Ordered on (*) / received on (*): ____________________
— Order number: ____________________
— Name of consumer(s): ____________________
— Address of consumer(s): ____________________
— Signature of consumer(s) (only if this form is sent on paper): ____________________
— Date: ____________________

(*) Delete as appropriate.

Statutory guarantee for new furniture and clocks

For new household furniture and clocks covered by Slovenian mandatory-guarantee rules, a guarantee of at least one year applies. This guarantee is separate from, and does not limit, the seller’s two-year liability for lack of conformity. The applicable guarantor, service contacts, guarantee certificate and instructions must accompany the product.

If we dispute the existence of non-conformity, we inform you in writing within eight days. Following termination for non-conformity, we reimburse within eight days after receiving the goods or evidence of return; a price reduction is reimbursed within eight days of the request. These deadlines are separate from the 14-day no-reason withdrawal refund period.