Returns and complaints

Returns and complaints

If you have received a damaged or incorrect product, there is a problem with the product or you have changed your mind after buying it, contact us at info@comshop.si, through the contact form or on 051 680 702.

Product complaints

You need proof of purchase to make a complaint. Send your claim to info@comshop.si or through the contact form and include:

• the invoice or order number,
• photographs of the product and packaging,
• a brief description of the problem.

Complaint report

Keep the original packaging until the procedure is completed. After receiving your claim, we will acknowledge receipt and provide a reference number. We will respond to the claim within 8 days at the latest. If the product needs to be inspected, the period starts when we receive it.

Material defects and lack of conformity of the goods

If a product lacks the agreed characteristics or those required by law, you may exercise your rights in respect of material defects or lack of conformity of the goods.

Include the following with your claim:

• the invoice or order number,
• photographs of the product and packaging,
• a brief description of the problem.

By prior agreement, you can send or deliver the product to our address. We will respond to your claim within 8 days.

Invoices issued on or before 25 January 2023 are subject to the rules on material defects; invoices issued from 26 January 2023 onwards are subject to the rules on lack of conformity of the goods under ZVPot-1.

Incorrect or incomplete items

If you have received an incorrect item or part of your order is missing from the parcel, inform us within 8 days of receipt. Send:

• the order or invoice number,
• details of the goods ordered and received,
• photographs of the parcel and its contents.

Damaged items

Report damage no later than 24 hours after receipt. If the outer packaging is damaged, we recommend refusing the parcel.

Send:

• photographs of the product and the outer and inner packaging,
• a photograph of the postal label,
• a brief description of the damage,
• the order or invoice number.

Keep all original packaging and do not use the product.

Parcels delivered by Pošta Slovenije

You can take the damaged parcel, together with its packaging and contents, to the delivery post office and complete a damage report no later than 30 days after receipt.

We can also initiate the procedure. In that case, send us photographs of the product, parcel, inner packaging and postal label, together with a description of the damage, within 30 days of receipt. We will use this information to submit a claim to Pošta Slovenije.

Returning products and withdrawing from the contract

When buying at a distance, consumers can withdraw from the contract within 14 days of receiving the goods without giving a reason.

Use the refund form or send us an unambiguous statement of withdrawal.

You must return the product no later than 14 days after notifying us of withdrawal. It should be returned without visible signs of use, with all documentation and adequately protected for transport.

The return address is Comshop.si, Gotovlje 74 D, 3310 Žalec.

We refund the purchase price no later than 14 days after receiving notice of withdrawal, but may withhold the refund until we receive the goods or proof that they have been sent back. After receiving the goods, the estimated refund period is 3–7 working days.

• Card payment: refund to the card used.
• Cash on delivery, online banking or pro forma invoice: refund to the customer's bank account.

When is withdrawal not possible?

Withdrawal is not possible for certain types of goods, including custom-made products, perishable goods, unsealed software or recordings and sealed hygiene products.

The right to withdraw within 14 days applies to consumers. It does not apply to legal entities or persons engaged in a commercial activity.

Need help?

Email us at info@comshop.si. We will help you choose the appropriate procedure.