Refunds
Returns and Complaints
- Right to Withdraw from the Contract
For contracts concluded at a distance, the consumer has the right (under Article 43.c of the Consumer Protection Act) to notify the company within 14 days that they are withdrawing from the contract, without needing to provide a reason for their decision. The notification is considered timely if the shipment is dispatched within this period. The only cost to the consumer related to withdrawing from the contract is the direct cost of returning the goods. If the consumer withdraws from the contract, our company will refund all payments made no later than 14 days after receiving the notification of contract withdrawal.
When does the withdrawal period start?
If the company has fully met its obligation under Article 43.c of the Consumer Protection Act, the withdrawal period starts from the day the consumer received the goods.
Seller's Obligations upon Withdrawal from the Contract
If, in the case of withdrawal from the contract, the customer does not request an exchange of goods, the seller returns the full purchase price within 14 days of receiving the notice of withdrawal from the contract. The seller returns the received payments to the consumer using the same payment method used by the consumer unless the consumer explicitly requested the use of another payment method and provided that the consumer does not incur any costs as a result.
- Return of Goods, Refund
The buyer must return the item to the seller undamaged and in unchanged quantity, unless the item was destroyed, damaged, lost, or its quantity was reduced without the fault of the buyer. The buyer is responsible for any decrease in the value of the goods if the decrease is a result of handling that is not necessary to ascertain the nature, characteristics, and functioning of the goods.
Return the goods to our address: Xan-maX LLC., Bežigrajska 7, 3000 Celje
Download the goods return form here >>Goods Return Form.
Fill out the form and return it by email info@xan-max.com or bring it to our address in person.
The consumer must return the goods, with which they are dissatisfied for any reason, to the seller within 14 days after the message of contract termination. It is emphasized that the goods must be undamaged for a full refund. The consumer cannot and should not use the received goods freely until withdrawing from the contract.
This is not a trial purchase: distance purchase does not grant the consumer more rights than they would have when purchasing in a regular store. The consumer may thus only inspect and test the received goods to the extent necessary to ascertain the actual situation and as is customary in stores (e.g., trying on clothing). Any "testing" and other use that deviates from the aforementioned can be considered as using the goods, which means that the consumer is responsible for any decrease in the value of the goods if the decrease is a result of handling that is not necessary to ascertain the nature, characteristics, and functioning of the goods.
An invoice copy and all other accompanying documents must be attached. The buyer bears the risk of loss, damage, or destruction of the product they wish to return or exchange, unless this occurred without their fault. The only cost that burdens the buyer in relation to withdrawing from the contract is the cost incurred in returning the item purchased.
Goods Exchange Procedure
Xan-max LLC. requires the return of goods to the address Xan-maX LLC., Bežigrajska 7, 3000 Celje in case of a goods exchange requested by the consumer. The company immediately returns the purchase price for the product. The customer can later place a new order for the goods they wish to have. Only when the product arrives at the mentioned address will Xan-maX LLC. send the new product (from the created new order) to the consumer at the given address.
Download the goods exchange form here >> Goods Exchange Form.
Fill out the form and return it by email info@xan-max.com or bring it to our address in person.
- Claiming Warranty
The consumer can claim a defect at any time during the warranty period. The warranty can be claimed for products for which a warranty is mandatory (the list of such products is determined by the Regulation on goods for which a warranty is issued for their faultless operation) and for those for which a voluntary warranty was given. During the warranty period, the consumer can demand the guarantor to rectify the fault free of charge. If the fault cannot be rectified or if the company does not rectify it within a total period of 45 days, the consumer can demand a replacement for a new free product. After this period, the repair of goods is carried out only against payment. Only if the repair is not possible or if the company does not perform it within a total period of 45 days, can the consumer demand a replacement for a new, faultless product.
What is the warranty claim process?
The buyer must, within the warranty period and under warranty conditions, request the rectification of defects in writing from the warranty provider, presenting the product along with the warranty and service sheet and a copy of the invoice. The buyer incurs no costs with the rectification of defects or replacement of the product. If the seller finds that the defect on the product occurred due to improper handling by the buyer, resulting in an unjustified warranty claim, the product will be returned to the buyer at their expense with a written notification.
Download the complaint form here >> Complaint Form.
Fill out the form and return it by email info@xan-max.com or bring it to our address in person.
- Claiming Material Defects
The consumer can claim a defect under the title of material defects for any purchased product (which means that the consumer can claim rights from material defects for a product that did not come with a warranty, the same as they would in the case of not wanting to claim the warranty for a product that came with a warranty).
From the title of material defects, the consumer can claim a defect on the product at the seller, namely within two months of discovering the material defect (for defects that appear on the product after two years from the takeover, the seller is no longer responsible), and can demand according to their choice the rectification of the defect or a refund of the amount paid in proportion to the defect or replacement of the goods or a refund of the amount paid. The consumer must in the notification of the defect more precisely describe the defect and allow the seller to inspect the product. If the defect is not disputable, the company must comply with the consumer's request as soon as possible, at the latest within eight days. If there is a dispute about the defect, the company must provide the consumer with a written answer within the same period.
Download the form for claiming material defects here >> Form for Claiming Material Defects.
Fill out the form and return it by email info@xan-max.com or bring it to our address in person.
- Consumer Rights
The consumer can claim defects on purchased goods under the title of warranty or material defects in accordance with the provisions of the Consumer Protection Act (hereinafter ZVPot).
- Refund
The seller returns the received payments to the consumer within 14 days using the same payment method used by the consumer, unless the consumer explicitly requested the use of another payment method and provided that the consumer does not incur any costs as a result.
- When Goods are Out of Stock
It happens that the consumer places an order online, the seller confirms it, but later informs that the ordered goods are not in stock; the goods were already paid for. The company must fulfill its obligations within 14 days from the conclusion of the contract, unless the parties agree otherwise. If the goods are not available and the seller therefore cannot fulfill its obligations, it must immediately inform the consumer and return all payments made. The money must be returned as soon as possible, no later than 14 days after the notification of withdrawal from the contract.
Source: Consumer Protection Act (ZVPot, Official Gazette of RS, No. 98/04 -; UPB, 117/04 Skl. US, 46/06 Odl. US, 114/06 – ZUE, 126/07, 86/09, 78/11, 38/14, 19/15)
Celje, January 1, 2021