We work hard every day to ensure the satisfaction of our customers, but it can still happen that we send a customer faulty goods.

 

INSPECTION OF PACKAGING UPON DELIVERY

 

• If you have a complaint regarding the packaging upon delivery by the courier, follow these steps:

When the courier delivers your parcel to your home, inspect it thoroughly in the courier's presence upon delivery. If the parcel is physically damaged, shows signs of opening, or is missing content or the content is damaged, you must immediately fill in the damage report provided by the courier. You and the courier must sign the damage report. We advise you to take pictures of the damaged packaging (damage to the package and the waybill).

Please send us a description of the complaint, the photos, and the report as soon as possible to our email address: info@stadionshop.com. Our company will initiate the complaint procedure with the courier service; we will make sure that the complaint is resolved as soon as possible.

 

• In the event of a packaging complaint at a parcel machine, parcel shop or courier service office, follow these steps:

After collecting the parcel, inspect it thoroughly immediately. If the parcel is physically damaged, shows signs of opening or is missing content or the content is damaged, you must immediately fill in a damage report, which will be handed over to you by the staff. You are advised to take pictures of the damaged packaging (damage to the package and the waybill).

Please send a description of the complaint, the photos, and the report as soon as possible to our email address: info@stadionshop.com.  Our company will initiate the complaint procedure with the courier service; we will make sure that the complaint is resolved as soon as possible.

 

MATERIAL DEFECT OF THE PRODUCT

Under EU rules, if goods you buy are found to be faulty or do not look or work as advertised, we must repair, replace, reduce the price, or refund the purchase price.

As a consumer, you can exercise your rights under the law of defects if you notify the seller of the defect within two months of the day on which it was discovered.

If you have a complaint about a material defect of the goods follow these steps:

 

• INSPECT THE GOODS THOROUGHLY AND INFORM US

Carefully remove each product from its original packaging (do not damage the packaging) and inspect it.

If you notice any defect of the goods, please notify us immediately in writing to our email address: info@stadionshop.com. Please include your name and surname and order number in the e-mail. In addition, attach pictures which clearly show:

• the defect of the goods,
• the label,
• our declaration with the five-digit item number.

 

• WAIT FOR OUR WRITTEN REPLY

We will inform you of the next steps regarding your complaint by email as soon as possible.

Do not send the goods back to us. Wait for our reply and instructions, as some of the products we have advertised do not need to be returned.

If you send the goods yourself without our knowledge, we will not cover the shipping costs.

             

• DEADLINE FOR REPLYING TO A COMPLAINT

If the existence of a defect in the goods or an irregularity in the service provided is not disputed, we must comply with your request as soon as possible, but no later than within eight days.

If the existence of a defect in the goods or an irregularity in the service provided is disputed, we must respond to your request in writing no later than eight days after receiving your complaint.

In the event that we destroy or lose a product that has been provided to us for inspection, repair, maintenance or finishing, we are obliged to deliver a new identical product to you within eight days or to pay compensation immediately in the amount of the retail price of the new product.

If the defect cannot be rectified or if it is not rectified within a total of 45 days from the day the seller, manufacturer or authorized service center receives a request from the buyer to rectify the defect, the manufacturer must replace the buyer free of charge with identical, new, and faultless goods.

 

• THE COMPLAINT IS APPROVED

In the event of an approved complaint, a new or repaired product will be sent to your address. As a customer, you are eligible for shipping costs in this case. If the product is not in stock, we will refund the purchase price.

 

• THE COMPLAINT IS NOT APPROVED

In the event of an unapproved complaint, we may, in accordance with the agreement, send the goods, which are the subject of the complaint, back to your address, in the same condition as we received them from you. We will not refund the shipping costs incurred when you shipped the goods to our address.

 

• ACKNOWLEDGEMENT OF LIABILITY FOR MATERIAL DEFECTS

The defect is material:

• if the item does not have the characteristics necessary for its normal use or the market,
• if the item does not have the characteristics necessary for the specific use for which the buyer is buying it, but were known to the seller or should have been known to the seller,
• if the item does not have the qualities and characteristics which were expressly or tacitly agreed or prescribed,
• if the seller has handed over an item which does not correspond to a sample or model, unless the latter has been shown only for the purpose of notification.      

For online purchases, you can file a complaint based on the provisions of the law due to a material defect within two years of the delivery of the item, as evidenced by the original invoice and certificate of delivery of goods. This way, you can exercise your rights in the following ways:

• if you notify the seller of the defect within two months of the date on which the defect was discovered,
• you are obliged to describe the defect in more detail in the complaint form and to give the provider the opportunity to inspect the item,
• you may notify the provider of the defect in person, in which case, as the provider, we must issue a receipt for you,
• the consumer who has correctly informed the provider of the defect has the right to require the provider to: rectify the defect of the goods or return part of the amount paid in proportion to the defect, or replace the defective goods with new faultless goods, or return the amount paid.

A customer who is not a consumer in accordance with the law, exercises their rights to guarantee claims under applicable law.

 

Thank you very much for your purchase and we look forward to cooperating with you in the future.

   

Celje, Slovenia, 5.6.2022