Warranty

Withdrawal from the Contract / Product Returns

When purchasing remotely (online shopping), the consumer has the right to withdraw from the contract within 14 days from the purchase or receipt of goods or digital content without providing a reason and return the product.

To exercise the right of withdrawal, the consumer must notify the provider of their decision to withdraw with a clear statement via email at [email protected].

The consumer may download the withdrawal form from the website and send it to the provider within the deadline or submit any other clear statement indicating withdrawal from the contract. The withdrawal is considered timely if sent within the 14-day withdrawal period. A copy of the invoice or other relevant document must be attached.

If the consumer has already received the goods or digital content delivered on a tangible medium and wishes to withdraw from the contract, they must return the product to the provider along with the original packaging and documentation without undue delay, but no later than 14 days after notifying the provider of the withdrawal. The return is considered timely if the goods are sent before the 14-day deadline expires. The consumer bears the direct return costs.

When Withdrawal from the Contract is Not Possible

You can return any goods purchased from us, except for products that:

• Cannot be returned for hygiene reasons (e.g., opened cosmetic and other products that come into direct contact with the skin).
• If you select gift or eco-friendly packaging, withdrawal from the packaging service is no longer possible once the product has been packed. The same applies to gift-wrapped products, as packaging is done immediately after placing the order.

In the case of withdrawal from the contract where the product’s value has been diminished, a proportionate refund may be issued.

In Case of Withdrawal

If the consumer withdraws from the contract, the provider will refund all payments (excluding delivery costs) within 14 days of receiving the withdrawal notification.

Refunds will be made using the same payment method used during the order. In the case of cash-on-delivery payments, the consumer must provide their bank account (IBAN) in the withdrawal form for the refund.

The seller has the right to withhold the refund until the returned goods are received or until proof is provided that the goods have been sent back.

The consumer is responsible for any decrease in the value of the goods caused by handling beyond what is necessary to establish the nature, characteristics, and functioning of the product. To avoid reductions in the refund amount, please:

• Carefully open the packaging and keep it intact until you are sure the product is suitable.
• Return the product unused, undamaged, in the original packaging to prevent depreciation.
• Handle the product carefully to avoid scratches or damage (especially on lacquered surfaces).
• Do not remove protective seals or security stickers.
• Ensure the product is clean and free of traces of use (dust, hair, stains, dirt, etc.).

If a product’s value is significantly reduced due to the consumer’s handling, the seller has the right to claim compensation for the damage, which can be up to the full retail price.

Order Cancellation

The consumer can cancel an online order free of charge before receiving an email confirmation that the order has been shipped from the Maneks Plus d.o.o. packaging center. The cancellation request must be sent exclusively via email to [email protected].

The user can cancel an order within 2 hours of placing it via email or phone.

The cancellation email must include:

• Subject: Order Cancellation
• Content:
  a) Product name or order number
  b) Buyer’s name and surname
  c) Buyer’s address

Warranty and Product Defects

Warranty

The warranty applies within Slovenia.

A warranty is a manufacturer’s commitment to repair, replace, refund part or all of the purchase price free of charge if the product does not meet specifications or lacks the promised features.

• The warranty period begins on the date of delivery to the consumer.
• If a product covered by a warranty does not meet the stated specifications, the consumer may first request repair.
• If the defect is not corrected within 30 days, the manufacturer must replace the product with a new, faultless unit.
• The warranty period may be extended for up to 15 additional days based on product complexity.
• If the manufacturer fails to repair or replace the product within the given time, the consumer can request a full refund or a proportionate price reduction.

For repaired or replaced products, a new warranty certificate is issued.

The manufacturer covers all costs related to materials, labor, transportation, and repair services during the warranty period.

The warranty does not apply if:

• The product was not used according to instructions.
• There is physical damage caused by improper handling.
• The product was modified or repaired by an unauthorized service provider.

Material Defects & Product Non-Conformity

A material defect means that the product does not have the characteristics necessary for its intended use. Consumers can choose from four options:

1. Request a repair.
2. Request a replacement with a new product.
3. Request a partial refund based on the defect.
4. Request a full refund.

The seller must be notified of the defect within two months of discovery, but no later than two years after receiving the product.

If a complaint is made within the first six months, the seller must prove that the defect was not present at the time of purchase.

A product is considered non-compliant if:

• It does not match the description, type, or quality specified in the sales contract.
• It is not suitable for its intended purpose as described by the consumer.
• It is missing essential accessories or instructions.
• It does not function as expected compared to similar products on the market.

Consumers can file a complaint about a material defect via email to [email protected].

Delivery Guarantee

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

To file a claim, the buyer must:

• Send an email to [email protected].
• Attach a photo of the package (showing the shipping label).
• Attach a photo of the received product with visible damage.

We will prioritize processing the claim and arrange for a replacement product as soon as possible.

You can find a summary of the process under the "Claims & Exchanges" tab at the bottom of the website.

⚠ Note: Maneks Plus d.o.o. accepts returns only for products purchased through the official website. Any unauthorized returns will be sent back at the sender’s expense.