Returns and complaints

The purchase is considered to be made through a Distance Contract. The language in which the contract is concluded is Slovenian.

DESCRIPTION OF THE RIGHT TO WITHDRAW FROM THE CONTRACT:

The customer has the right to notify the company in writing within fourteen (14) days of receiving the goods that they withdraw from the contract, without having to provide a reason for their decision. The deadline starts the day after the date of delivery of the goods.

The withdrawal notice can be sent by the customer via email to info@disave.si, by filling out the form available HERE, or delivered in person or by post to the company's address (listed below).

The easiest way to submit a return request is through your user account, where you can complete the process in a few steps: https://shopify.com/93782704475/account

In the case of withdrawal from the contract, AMOUR Parfums, Tomas Pocak s.p will refund all received payments to the customer no later than fourteen (14) days after receiving the withdrawal notice, including shipping costs (except for additional costs if the customer chose a different type of delivery than the cheapest standard option).

The company may withhold the refund of payments until the returned goods are received or until the customer provides proof that they have sent the goods back.

The customer must return the goods no later than 14 days after notifying the withdrawal. The customer bears the return shipping costs.

The customer may inspect and test the items to the extent necessary to ascertain their nature, characteristics, and functioning – similar to a physical store. In the case of use that exceeds mere testing, the customer is responsible for the reduced value of the product.

❗ Limitation of the right to withdraw – perfumes and cosmetic products

According to Article 135 of the Consumer Protection Act and Article 16 of Directive 2011/83/EU, the customer generally does not have the right to withdraw from the contract if the sealed goods have been opened after delivery and are no longer suitable for return for hygiene or health reasons.

This particularly applies to:

  • laundry perfumes, fragrances, and other cosmetic products,
  • if the packaging has been opened or the product has been used (e.g. spraying perfume, unwrapping the spray).

Such products cannot be offered for sale again, so returns in these cases are not possible, except in the case of defects or non-compliance of the goods.

Replacement of incorrect or damaged goods

If you mistakenly received the wrong product or the product was damaged, please notify us immediately. In this case, we will replace the product free of charge or refund the entire amount, including shipping costs.

Return address:

AMOUR Parfums, Tomas Pocak s.p.
Ledavsko naselje 16
9000 Murska Sobota
Slovenia

Material defect

The customer can assert their rights due to a material defect if they notify the seller (AMOUR Parfums, Tomas Pocak s.p) of the defect within two months from the day the defect was discovered. The customer must describe the defect in detail in the defect notification and allow the seller to inspect the item. The notification of the defect can be communicated to the seller in person, for which the seller must issue a certificate, or sent to the store where the item was purchased, or to the seller's representative with whom the contract was concluded. The seller is not responsible for material defects in goods that appear after two (2) years from the delivery of the item. If the subject of the contract between the seller and the customer is a used item, the seller is not responsible for material defects in goods that appear after one (1) year from the delivery of the item. It is considered that the defect in the item existed at the time of delivery if it appears within six months from delivery.

A defect is material:

  • if the item does not have the properties necessary for its normal use or for sale
  • if the item does not have the properties necessary for a specific use for which the customer is purchasing it, which was known to the seller or should have been known
  • if the item does not have the properties and qualities that were expressly or tacitly agreed upon or prescribed
  • if the seller delivered an item that does not match the sample or model, unless the sample or model was shown only for information

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

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

  • remedy the defect in the goods or
  • return part of the paid amount in proportion to the defect or
  • replace the defective goods with new flawless goods or
  • return the paid amount.

If the existence of a defect in the goods or irregularity in the provided service is not disputed, AMOUR Parfums, Tomas Pocak s.p will comply with the customer's request for asserting a material defect as soon as possible, but no later than eight (8) days. If the existence of a defect in the goods or irregularity in the provided service is disputed, the company will respond in writing to the customer's request for asserting a material defect no later than eight (8) days.

Please send the returned goods to our address:

AMOUR Parfums, Tomas Pocak s.p
Ledavsko naselje 16
9000 Murska Sobota

The form for asserting a material defect can be found HERE. Please fill out the form and return it via email to info@disave.si or send it printed to our address: AMOUR Parfums, Tomas Pocak s.p, Ledavsko naselje 16, 9000 Murska Sobota.

The right to a refund in the case of material defects is governed by the provisions of the Consumer Protection Act (unofficial consolidated text).