This page explains the procedures for the legal right of withdrawal from an online purchase, voluntary exchange, asserting a lack of conformity of goods, and warranty. These are distinct rights, so please choose the procedure that applies to your case.
1. Quick Overview
| Procedure | When to use | Standard deadline |
|---|---|---|
| Right of withdrawal | You changed your mind about an online purchase | Notification within 14 days of receipt |
| Voluntary exchange | You want a different size, color, or model | Request and return shipment within 14 days of receipt |
| Lack of conformity | Goods are incorrect, damaged, or lack agreed features | Seller liability is generally two years from delivery |
| Warranty | A mandatory or commercial warranty is issued for the product | Term specified in the warranty card |
2. Where to send notifications or goods
ŠPORTNE DEJAVNOSTI, JERNEJ SKOK S.P.
Alpska šola Bovec
Mala vas 111
5230 Bovec
Slovenia
E-mail:
info@alpskasola-bovec.si
Phone: +386 51 688 562
You may send a notification via our online form, by e-mail, by regular mail, or in person at the store. We will confirm receipt for in-person requests. Use of the form is not mandatory; any unambiguous statement containing the information necessary to process your request is sufficient.
3. Legal right of withdrawal from online purchases
For distance contracts, the consumer has the right to withdraw from the contract within 14 days without giving any reason. The period begins when the consumer or a third party, designated by the consumer and other than the carrier, takes physical possession of the goods. If one order is delivered in multiple shipments or parts, the period generally begins upon receipt of the last shipment or part.
How to withdraw
Before the 14-day period expires, send us an unambiguous statement declaring your withdrawal from the contract. For faster processing, please provide:
- full name and contact information;
- order or invoice number;
- products to which the withdrawal applies;
- date of receipt of the products.
If you submit a withdrawal via our online form, we will immediately acknowledge receipt by e-mail. The burden of proof regarding timely withdrawal lies with the consumer, so we recommend keeping proof of your sent notification.
Returning goods
You must return or hand over the goods to us without undue delay and no later than 14 days after informing us of your withdrawal. The deadline is met if the goods are dispatched before the period expires.
The direct costs of returning the goods are borne by the consumer. We do not accept cash-on-delivery shipments. We recommend using a trackable shipping method and ensuring adequate protection of the product during transit.
Condition of returned goods
You may inspect and test the product only to the extent necessary to establish the nature, characteristics, and functioning of the goods, as would be customary in a physical store. You are liable for any diminished value of the goods resulting from handling that goes beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
If possible, return the product with its original packaging, labels, instructions, accessories, and other associated items. The absence of the original packaging does not in itself mean an automatic loss of the right to withdraw, but it may lead to a reduction in value if the product is rendered less valuable as a result.
Refunds
Upon a valid withdrawal, we will refund all payments received without undue delay and no later than 14 days from the date we were notified of the withdrawal, including the cost of the cheapest standard delivery offered for the entire order. We do not refund the extra cost of a more expensive delivery method chosen over the standard one.
In the case of a partial withdrawal, the original delivery cost will be refunded only to the extent that it would have been lower had the returned items not been included. We will perform the refund using the same payment method used for the original transaction, unless we explicitly agree otherwise and you incur no additional costs as a result.
We may withhold the refund until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
Exceptions to the right of withdrawal
The right of withdrawal does not apply to, among other things, goods made to the consumer's specific instructions and tailored to their personal needs, as well as sealed goods that are not suitable for return due to health or hygiene reasons if the seal was broken by the consumer after delivery.
The hygiene exception applies only if the product was properly sealed and the seal was opened after delivery. Legal exceptions do not affect the consumer's rights when goods are non-conforming.
4. Voluntary exchange of size, color, or model
In addition to legal rights, we allow for the voluntary exchange of correctly supplied and conforming products. Please notify us of your request for an exchange and dispatch the item for return within 14 days of receipt.
For a voluntary exchange, the product must be:
- unused, undamaged, and clean;
- free of odors, stains, animal hair, or other signs of use;
- with all original tags, accessories, and associated equipment;
- in original packaging, where this is part of the product or necessary for its protection;
- suitable for resale as a new product.
The buyer covers the cost of shipping the item back. If the conditions for voluntary exchange are met, we cover the cost of the first shipment of the replacement product. For any further voluntary exchanges, the buyer covers the costs of return and new shipping.
Exchange is subject to stock availability. If the desired product is not available, we can agree on an alternative product or a refund. If the replacement product is more expensive, the buyer pays the difference; if it is cheaper, we refund the difference using the agreed payment method.
Voluntary exchange is not a legal right and does not limit the right to withdraw from the contract, the guarantee of conformity, or warranty rights.
5. Lack of conformity of goods
Goods are in conformity when they match the agreed description, type, quantity, and quality, are suitable for the agreed and ordinary purpose, and possess the features, durability, and safety that a consumer can reasonably expect given the nature of the goods and the provided information.
The seller is liable for any lack of conformity that existed at the time of delivery and becomes apparent within two years from the delivery of the goods. The consumer must notify the seller of the discovered non-conformity within two months from the day they discovered it.
How to report non-conformity
In your notification, describe the problem in detail and include the order or invoice number. Attach photographs whenever they may assist in a faster assessment. You must allow us to inspect the goods. You may submit the notification in person, by mail, by e-mail, or via the online form. For in-person reports, we will issue a receipt.
Consumer rights
The consumer may first request the free restoration of conformity and choose between repair and replacement, unless the chosen method is impossible or would incur disproportionate costs compared to the other.
We will restore conformity within a reasonable time, not exceeding 30 days from the notice of non-conformity, without significant inconvenience to the consumer. This period may be extended by a maximum of 15 days under legal conditions, about which the consumer must be informed before the original period expires. Necessary costs, including shipping, transport, labor, and material costs, are borne by the seller.
Under legal conditions, the consumer may request a proportionate price reduction or withdraw from the contract, especially if repair or replacement is not performed, the non-conformity persists, or it is so serious as to justify an immediate price reduction or withdrawal. If the non-conformity manifests within less than 30 days of delivery, the consumer may withdraw from the sales contract and request a refund of the amount paid.
The consumer cannot withdraw from the contract if the non-conformity is minor, with the burden of proof regarding insignificance resting on the seller.
6. Warranty
The warranty is separate from the legal guarantee of conformity and does not limit it. For products for which a mandatory or commercial warranty is issued, the conditions and time limits from the warranty card and applicable regulations apply.
The warranty can be asserted against the warrantor or the authorized service center listed on the warranty card, or against the seller where the law so provides. Please attach the invoice or other appropriate proof of purchase and the warranty card, if issued, to your claim.
7. Incorrect product or damage during delivery
If you receive an incorrect product, an incomplete order, or damaged goods, please notify us as soon as possible. State the order number and attach photos of the product, packaging, and the shipping label, if available. Such a case is treated as a potential lack of conformity of the goods; therefore, the necessary costs of a legitimate claim are borne by the seller.
We recommend that you also note any visible damage to the packaging with the courier upon receipt. Failure to do so does not cause you to lose your legal rights against the seller.
8. Complaints and support
For questions or complaints, write to us at info@alpskasola-bovec.si. In your message, include your contact information, order number, and a brief description of the desired procedure. Every request will be treated according to its actual content, regardless of the subject line or the type of message form used.