Returns

Buyer’s right to cancel and return the goods

The buyer has the right to return the ordered goods for any reason within fourteen days of the receipt (Article 43. of the Consumer Protection Act). The buyer must notify the provider in writing of the intended return, no later than fourteen days after receiving the goods, on the e-mail address [email protected] or to the postal address: Obsession d. o. o., Poljanski nasip 6, 1000 Ljubljana and return the goods unused by Pošta Slovenije, DPD or GLS courier with the original packaging within the next fourteen days since the written notice of the withdrawal from the contract to the address Obsession d. o. o., Poljanski nasip 6, 1000 Ljubljana or return the ordered goods personally during shops working hours to any Obsession store in Slovenia.

The original invoice and the completed contract withdrawal form must also be enclosed. The original product packaging must be protected and packed in additional packaging. The cost of returning the goods is borne by the customer.

The customer is obliged to return unsuitable items in the same condition as they were received, unused, undamaged, and with all labels attached. If the original product packaging is included with the items, it must not be used as shipping packaging but must be protected and placed in additional packaging!

The purchase price of the returned goods will be refunded to the customer no later than 14 days in the same manner as the original payment was made, upon receipt of the returned goods at the return address. The exception is cash on delivery, where the refund will be transferred to your specified bank account.

When returning one or more products purchased in promotions or campaigns involving product combinations or linked purchases, where the price of the second product was reduced due to the purchase of the first product at full price or due to a discount applied on a specific product because of a full purchase amount exceeding a certain threshold, it is mandatory to return all purchased items.

The Withdrawal from contract /Return Form can be found at the link below:

Withdrawal from contract / Return Form

Exchanging items for different sizes

Unfortunately, it is not possible to exchange items for another size. In the case of re-ordering returned goods in a different size, we will grant you the same benefits as in the original order after receiving the return. In this case, please, contact us via the e-mail address [email protected]

Obsession Gift card

A gift card is an identification paper issued by the seller Obsession d.o.o. upon payment in paper form and sent to the specified address. Each gift card has a code (unique serial number). The seller Obsession d.o.o. is obliged to accept it as a payment method for any purchase in the online store Obsession d.o.o. It is not possible to exchange the gift card for cash. In the event of the return of the goods, we will refund your gift cards (gift cards you purchased) and the difference in the value to your bank account.

What to do in the case of damaged or opened packages with missing content?

In case of a visibly damaged or open package delivery, reject it from the courier. Do not accept the package as this is the only way to initiate the complaint procedure.

In such a case, the buyer must initiate a complaint procedure with the supplier of the goods (Pošta Slovenije or delivery service DPD d.o.o.) and inform the provider on the e-mail address [email protected]. We will ensure that the complaint procedure will be resolved in the shortest possible time.

Complaint

If the goods do not have the characteristics explicitly promised by the seller, if the seller sent the wrong products, quantity, colour, or the products differ from the buyer's order in any other way, the buyer makes the complaint. The buyer must inform the seller in writing about the complaint procedure via e-mail [email protected]. The seller arranges the receipt of the package from the buyer and covers the costs of the return due to a complaint.

Warranty

In accordance with the law, the manufacturer is obliged to provide the buyer with a guarantee for the faultless operation of the purchased goods. The warranty can be claimed by the customer directly from the manufacturer or its authorised service centre.

The manufacturer is obliged to carry out warranty repairs within the 45 days of receipt of the goods, otherwise replace the item with another, equivalent and faultless. The buyer can also claim the warranty with the seller, but even in this case, the provision from the previous paragraph applies.

The return of the goods under warranty is made in accordance with the conditions specified by the manufacturer on the warranty certificate.

Goods purchased through the Obsession Shop online store with all associated components, invoice and all documentation related to the warranty claim must be delivered via the delivery service of Pošta Slovenije, DPD or GLS to Obsession d.o.o., Poljanski nasip 6, 1000 Ljubljana, Slovenia. The delivery costs of sending the goods are paid by the buyer, unless otherwise explicitly agreed with the customer service via e-mail.

If you wish to return the package at our expense, we must agree in advance in writing via our customer support email [email protected].

Damaged or defective goods

According to the Consumer Protection Act, goods are defective when:

Goods that do not have the necessary characteristics for their normal use;
Goods that do not have the necessary characteristics for a particular use - such use is known to the seller - for which purchase was done;
Goods that do not have the characteristics and features that were explicitly or implicitly agreed and defined for them;
Goods that do not match the samples or models, unless the sample has been displayed for informative purposes only.

Managing and reporting material defects or damaged goods

The buyer must notify us of any material defect, together with a detailed description of it, no later than two months from the day that the material defect was discovered. If more than two years have passed since the receipt of the item, it is no longer possible to claim a material defect. At the same time, the seller must be able to inspect the item.

The right to assert a material defect in an item is regulated by the Consumer Protection Act (hereafter ZVPot).

Goods purchased through the online store Obsession Shop with all related components, invoice and all documentation related to the assertion of material error must be delivered via the delivery service of Pošta Slovenije, DPD or GLS to Obsession d.o.o., Poljanski nasip 6, 1000 Ljubljana, Slovenia. The delivery costs of sending the goods are paid by the buyer, unless otherwise explicitly agreed with the customer service via e-mail.

The form for the material defect or damaged goods claim can be found at the link below:

Material defect / Damaged goods claim Form

Return address

Obsession d.o.o.
Poljanski nasip 6
1000 Ljubljana
Slovenija

We do not accept cash on delivery packages!

Please provide all necessary information and documentation so that we can offer you the appropriate support and resolve your request as quickly as possible.