Returns, withdrawal from the contract, complaints and guarantee

1. The consumer's right of withdrawal

A consumer may withdraw from a contract concluded in the online shop within 14 days without giving any reason. The period starts on the day the consumer, or a person designated by the consumer to receive the goods (not the carrier), receives the goods; if the order is delivered in several shipments, on the day the last shipment is received.

The deadline is met if you send your withdrawal statement before the period expires.

2. How to withdraw

1. Inform us of your withdrawal by an unequivocal statement: by e-mail to trgovina@totus.si or in writing to Totus d.o.o., Tacenska cesta 25, 1210 Ljubljana-Šentvid. You may use the form below, but it is not obligatory. We acknowledge receipt of your statement by e-mail.
2. Return the goods without undue delay and no later than 14 days after you informed us of your withdrawal: send them to the address above or bring them to the showroom (Monday to Friday, 8:00–16:00).
3. Enclose a copy of the invoice or state the order number.

The consumer bears the direct cost of returning the goods. We do not accept cash-on-delivery parcels.

3. Refunds

We refund all payments received from you, including the cost of ordinary delivery, without undue delay and no later than 14 days after receiving your withdrawal statement.

We may withhold the refund until we have received the returned goods or until you have supplied evidence of having sent them back.

We make the refund using the same means of payment you used for the purchase (to the card or to the bank account), unless you expressly request otherwise. You incur no fees as a result of the refund.

4. Condition of returned goods

Return the goods undamaged, unused and in the same quantity, preferably in the original packaging, with all accessories and documentation.

You may inspect and test the goods to the extent necessary to establish their nature, characteristics and functioning — as you could in a shop. The consumer is liable for any diminished value of the goods resulting from handling beyond that extent (for example using a blade or tool for work).

5. When the right of withdrawal does not apply

Under ZVPot-1 the consumer has no right of withdrawal, among others, for contracts for:

• goods made to the consumer's specifications or clearly personalised (for example blades, saw blades, sanding belts or drive belts made or ordered to measure);
• sealed goods which are not suitable for return for health protection or hygiene reasons, if unsealed by the consumer after delivery (for example some personal protective equipment);
• goods which, by their nature, have been inseparably mixed with other items after delivery;
• services (for example tool sharpening) that have been fully performed, with the consumer's express consent, before the withdrawal period expired.

6. Business buyers

Legal entities, sole traders and other buyers who purchase goods for their business have no statutory 14-day right of withdrawal. Goods may be returned only by prior written agreement with the seller; the goods must be unused and in the original packaging, and the buyer bears the cost of the return.

7. Withdrawal form

You can copy the text into an e-mail and send it to trgovina@totus.si. Complete it only if you wish to withdraw from the contract.

WITHDRAWAL FORM
(complete and send this form only if you wish to withdraw from the contract)

To: Totus d.o.o., Tacenska cesta 25, 1210 Ljubljana-Šentvid, e-mail: trgovina@totus.si

I hereby give notice that I withdraw from my contract of sale of the following goods:
........................................................................

Order number: ........................................
Ordered on: ....................   Received on: ....................

Name of consumer: ........................................
Address of consumer: ........................................
Bank account (IBAN) for the refund, if the purchase was not paid by card: ........................................

Date: ....................
Signature of consumer (only if this form is sent on paper): ....................

8. Liability for conformity of goods (consumers)

The seller is liable to the consumer for any lack of conformity that exists at the time of delivery and becomes apparent within two years of delivery. A lack of conformity that becomes apparent within one year of delivery is presumed to have existed at the time of delivery, unless the seller proves otherwise or the presumption is incompatible with the nature of the goods or of the lack of conformity.

The consumer must notify the seller of the lack of conformity within two months of the day it was discovered. The notice should describe the lack of conformity in detail and the consumer should allow the seller to inspect the goods.

The consumer may first require the goods to be brought into conformity free of charge, that is, repaired or replaced. If that is impossible, is not done within a reasonable time or would impose disproportionate costs on the seller, the consumer may require a proportionate price reduction or withdraw from the contract and claim a refund. If the lack of conformity becomes apparent within less than 30 days of delivery, the consumer may withdraw from the contract immediately.

Normal wear of consumables and blades (for example a blade becoming blunt or sandpaper wearing out) and damage caused by improper use or by disregarding the manufacturer's instructions do not constitute a lack of conformity.

9. Guarantee

Items for which the manufacturer issues a guarantee are covered by the guarantee terms stated on the guarantee certificate or in the item's documentation. For technical goods for which the law prescribes a mandatory guarantee (for example electric hand tools), the guarantee lasts at least one year from delivery.

A guarantee claim is made with the invoice and the guarantee certificate, either to the seller or to the manufacturer's authorised service centre. The guarantee neither excludes nor limits the consumer's rights under the liability for conformity of goods.

10. How to make a complaint

1. Send the complaint to trgovina@totus.si, report it by phone on 041 676 857 or write to Totus d.o.o., Tacenska cesta 25, 1210 Ljubljana-Šentvid. State the order or invoice number, describe the defect and, if possible, attach photographs.
2. We acknowledge receipt of the complaint. If the lack of conformity is not disputed, we meet the claim as soon as possible and within eight days at the latest. If it is disputed, we reply in writing within eight days of receiving the complaint.
3. Deliver or send the goods to us as agreed. Where the complaint is justified, we bear the costs of transport, repair or replacement.

11. Business buyers — material defects

Buyers who are not consumers are subject to the rules of the Obligations Code on liability for material defects: the goods must be inspected on receipt, obvious defects reported immediately and hidden defects immediately after discovery, but no later than six months after delivery. The manufacturer's guarantee applies under the terms of the guarantee certificate.

12. Dispute resolution

We try to resolve any dispute amicably. In accordance with the statutory requirements, the seller does not recognise any provider of out-of-court consumer dispute resolution (IRPS) as competent to resolve a consumer dispute that a consumer could initiate under the Slovenian Out-of-Court Resolution of Consumer Disputes Act (ZIsRPS). See the General terms and conditions for more.