Returns and complaints

In case of distance or off-premises contracts, the consumer has the right to inform the company of the withdrawal from the contract within 14 days without having to state the reason for doing so (Article 134 of the ZVPot-1). When withdrawing from the contract, the consumer must complete withdrawal return form, which are used by the consumer to inform the seller of the intention to withdraw from the contract. The consumer must return the received product to the seller undamaged and in the quantity supplied, unless the product has been destroyed, damaged, lost, or reduced in quantity through no fault of the consumer.
The consumer must return the product to the following address:
AKCS d.o.o.
P. P. 229
SI-1236 TRZIN
EU-SLOVENIA 
EUROPE 
After receiving the completed forms, the company will reimburse the consumer all payments received, including the cost of delivery (with the exception of any additional costs due to the choice of a type of delivery other than the most cost-effective standard form of delivery offered by the company), without undue delay and, in any case, within 14 days of receiving the consumer’s notice of withdrawal from the contract (i.e. the completed forms). 

I do not like the products. How can I return them?

You can arrange the return via the withdrawal return form. The return is possible within 14 days after receiving the parcel as long as the product is packaged in the original, undamaged packaging and has no visible signs of use. If the product was used, shows signs of use, or was damaged after delivery, we cannot issue a refund. Return delivery costs are NOT covered by the company AKCS d.o.o.

I like the product, but it’s a wrong size. Can I exchange the product for a different size?

It is possible to exchange a product for the same product in a different size with, but only under the following conditions:

The product returned by the consumer must be unused, undamaged, in the original packaging, and in unchanged quantity. The goods must not be worn, washed, or tailored to one’s personal needs in any way. If the goods are damaged, dirty, without the original packaging, or if signs of wear are visible (on the inside or outside of the product), the provider reserves the right to reject the return.

The consumer does not have the right to withdraw from the contract when the subject of the contract are goods that were made in accordance with the consumer’s specific instructions or tailored to the consumer’s personal needs, when the subject of the contract are goods that are not suitable for return due to their very nature, and when the subject of the contract are goods that are highly perishable or past their expiry date. It is impossible to return or exchange personalised clothing as well!

The consumer must return the product to the seller undamaged and in the quantity supplied, unless the product has been destroyed, damaged, lost, or reduced in quantity through no fault of the consumer. The consumer must not freely use the products until the withdrawal from the contract. The consumer has the right to review and test out the products to the extent that is necessary to determine the actual state of the products. The consumer is liable for any diminished value of the products resulting from the handling other than what is strictly necessary to establish the nature, characteristics, and functioning of the products.

Damaged products cannot be returned. You can arrange the return of the products via the withdrawal return form together with size exchange e-form. Please fill in both forms. Return delivery costs are NOT covered by the company AKCS d.o.o. 

How long will it take to receive a refund or credit note for returning the order?

Once the parcel arrives back to our warehouse and is checked, we issue a refund or credit note within 14 days in the amount that corresponds to the ordered products using the payment method selected when placing the order.

How can I claim a material defect in a product?

We do our best to offer high-quality products. You can claim a material defect if you believe that a product does not have the characteristics necessary for its normal use via the withdrawal return form together with the complaint e-form. Please fill in both forms. 

What is a material defect? A defect is material if:

  • the product lacks the features necessary for its normal use or for circulation,
  • the product lacks the features necessary for the specific use for which the customer is purchasing it, and this was known or should have been known to the seller,
  • the product lacks the characteristics and features that were expressly or tacitly agreed upon or prescribed,
  • the seller delivered a product that does not match the sample or model, unless the sample or model was shown for information purposes only.

How is the suitability of the product verified?

It is compared to another faultless product of the same type as well as to the statements made by the manufacturer or listed on the product.

How do I claim a material defect?

  1. Fill in the complaint e-form. In the form, write down a detailed description of the defect or issue you have with the product and attach photographs that clearly depict the problem.
  2. Send the product by mail to the address
    AKCS d.o.o.
    P. P. 229
    SI-1236 TRZIN
    EU-SLOVENIA
    EUROPE
     
    We are going to forward the product to the claims department responsible for resolving the claims. You will be informed of the subsequent steps in the complaint procedure via e-mail.
  3. Prior to handing the product to the delivery service, make sure it is suitably protected and prepared for transport. You must use original packaging to protect the product. Alternatively, you can use different packaging that can protect the product the same as original packaging, all with the aim of avoiding any damage in transit. Do not forget to include the withdrawal return form.
  4. Send the product to the address: 
    AKCS d.o.o.
    P. P. 229
    SI-1236 TRZIN
    EU-SLOVENIA
    EUROPE

We recommend you send the product you are returning by registered post as this ensures product traceability. Please beware that it is not possible to send the product at the company’s expense. 

Prior to sending the product, we ask you to please ensure once again that you followed the instructions for product maintenance listed on the label. If there are clear signs of unsuitable product use, the claim will not be approved. The company does not bear the costs of accepting a claim that is not approved.

What is the return address?

Send the products to the address:

AKCS d.o.o. 
P. P. 229
SI-1236 TRZIN
EU-SLOVENIA
EUROPE

After receiving the return, do I get a confirmation that you received the products?

After receiving the returned product, we will send a confirmation of receipt to your e-mail address.

Instructions for returning the products/exchanging the size

  • When returning products to the seller (AKCS d.o.o.), you must fill in the size exchange e-form. You must also fill in the withdrawal return form and attach it to the parcel.
  • Send the products to our address. 
  • We recommend that you use the delivery service that enables parcel tracking and that youprepare the products for transport.
  • Shipping costs are always covered by the sender unless agreed otherwise in advance. We do not accept cash-on-delivery parcels.

When withdrawing from the contract that featured the use of a bonus, a discount code, or a promotional code, these funds are regarded as a discount and are not returned to the user. Only the paid amount is returned to the user’s bank account. When withdrawing from a contract, a gift voucher is regarded as a means of payment, and the amount is returned to the user.

Refunds (with the exception of additional delivery costs) will be carried out as soon as possible and no later than within 14 days after receiving the notice of withdrawal from the contract. The company refunds the amount paid to the consumer using the same payment method as the consumer, unless the consumer explicitly requests the use of a different payment method and the provider does not bear any costs as a result of such request.

The buyer does not have the right to withdraw from the contract concerning the delivery of sealed goods that are unsuitable for return due to health protection or hygiene reasons and were unsealed by the buyer after delivery.

In exceptional cases, when the products are not returned in accordance with the Slovenian Consumer Protection Act (ZVPot), the consumer may be offered the purchase of the product with suitable compensation determined as part of a written record upon the return of the goods. The purchase at a reduced price must be confirmed by the consumer via e-mail. The consumer may claim the aforementioned compensation solely when ordering another product of the same or higher value.

The right to a refund of the purchase price, warranty rights, material defects, and inadequately performed services are regulated in detail by the provisions of the Consumer Protection Act (the unofficial consolidated text).

Handling damaged parcels (Compensation)

If you notice that the product or the parcel is physically damaged upon delivery, if the contents are missing, or if there are signs of opening, you can immediately initiate the compensation procedure with the delivery service Pošta Slovenije.

Delivery service

You do this by bringing the parcel (the package + the contents) to the post office as soon as you notice the damaged or emptied parcel, but no later than 30 days after receiving the parcel. At the post office, make sure to point out that the report on the damaged shipment must be filled out and signed by you. After receiving all the necessary documentation, a claim for compensation is filed with the delivery service. The claim is examined by a commission at the delivery service, and based on the response or approval, the purchase money is returned or a new product is ordered. In cooperation with the delivery service Pošta Slovenije, we will make sure that the compensation claim is resolved as soon as possible.

Complaint form / Size exchange form

We will respond to your complaint as soon as possible, and if the complaint is approved, we will forward you the instructions for returning the product at our cost. After submitting, print the withdrawal return form and attach completed form to the package.