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Claims & Complaints

Delivery Complaint

If the buyer receives a product that was damaged during transport or does not match the order, the issue must be reported within 48 hours of delivery.

To file a complaint, the buyer must send an email to [email protected], including:

  • A photo of the package (clearly showing the shipping label).
  • A photo of the received product, clearly displaying the damage or incorrect item.

We will prioritize the claim and arrange for a free replacement as soon as possible. Late claims will be treated as a standard product complaint.

Product Complaint

The buyer has 14 days from the date of receipt to file a complaint about any ordered product without providing a reason. The buyer can choose to exchange the product or receive a refund for the order.

To file a complaint, the buyer must send an email to [email protected] within the 14-day period. We will respond as soon as possible with instructions. The buyer will receive an online return or exchange form, which must be completed for the complaint to be processed successfully.

Complaint Procedure

  1. The buyer sends an email to [email protected] with the complaint request.

  2. We respond as soon as possible with instructions and provide a link to the online complaint form.

  3. The buyer must complete the online form. Once submitted, the buyer will receive a PDF copy via email.

  4. If the product needs to be returned, the PDF form must be included in the package for identification. If printing is not possible, the buyer should write the order number on a note and include it in the package.

  5. If the product arrived damaged or defective and the buyer can provide photo or video proof, they must select YES in the complaint form under "Is the product damaged?" and attach the media.

    • In this case, the product does not need to be returned.
    • The exchange or refund will be processed based on the submitted evidence.

  6. If the product is being returned, the buyer must ship it within 14 days of submitting the complaint form to:

    Maneks plus d.o.o., Perovo 27, 1241 Kamnik

    • The shipping cost is covered by the sender.
    • Cash-on-delivery returns are not accepted.
    • The refund will be issued via bank transfer (IBAN) or the original payment method.

  7. We will process the complaint within 14 days of receiving either the proof of damage or the returned package.

When the Buyer Cannot Withdraw from the Contract

All purchased products can be returned except for items that:

  • Cannot be returned for hygiene reasons (e.g., opened cosmetics or other products that come into direct contact with the skin).
  • Have been gift-wrapped or eco-packaged, as the service is considered fulfilled once the packaging is completed.

For returned products that have been used, only a partial refund will be issued based on their changed condition and functionality.

Withdrawal from the Contract

If the buyer withdraws from the contract, the provider will refund all payments, excluding delivery costs, within 14 days of receiving the withdrawal notice.

  • Refunds will be processed via the original payment method.
  • If the payment was made via cash-on-delivery, the buyer must provide their bank account (IBAN) in the withdrawal form.
  • The seller has the right to withhold the refund until the returned product is received or until proof of shipment is provided.

The buyer is responsible for any decrease in the product's value if the damage was caused by handling beyond what is necessary to inspect its nature, characteristics, and functionality.

To ensure a full refund, follow these guidelines:

  • Open the packaging carefully and keep it intact.
  • Return the product unused, undamaged, and in its original packaging.
  • Handle the product carefully to prevent scratches or damage.
  • Do not remove protective seals or security stickers.
  • The product must be clean and free of usage traces (dust, hair, stains, etc.).

If the product's value is significantly reduced, the seller has the right to claim compensation up to the full purchase price.

 

Final Notes

✅ Only claims meeting the above conditions will be processed.
⚠ Maneks Plus d.o.o. only accepts returns for products purchased through the official website. Any unauthorized returns will be sent back at the sender’s expense.

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