Refund within 14 days

What does returning goods within 14 days mean?

The consumer (the above applies exclusively to natural persons who acquire goods for purposes outside of their commercial activity) has the right to notify the company within 14 days of receiving the goods (e-mail address:&nbsp spa@jjana.si) to withdraw from the contract without having to give a reason for his decision. The deadline begins one day after the date of collection of the ordered item. The cost charged by the consumer in relation to the cancellation of the contract is the cost of returning the goods (which is calculated according to the delivery service price list and depends on whether it is a consignment/package/cargo). & NBSP; the consumer may also be liable for a reduced value contracts (purchase).

The customer must return the goods received undamaged and in the same quantity, unless the goods are destroyed, damaged, lost or their quantity has decreased through no fault of the consumer.

What does this mean in practice?

The buyer may not use the goods unhindered until withdrawing from the contract, but only due to the nature of the online store (distance contract) has the opportunity to reconsider the purchase. The buyer may inspect the product and perform a test that is absolutely necessary to determine the actual condition.

For an easier understanding of the rights to return products, we quote the explanation of the market inspectorate (source: Information – Bulletin of the Chamber of Commerce of Slovenia, January 20, 2012, number 3):

Pregarding the right to withdraw from a contract concluded at a distance, it is necessary to know that it is a withdrawal from the contract without there being anything wrong with the thing itself, but however, this right goes to the consumer due to the very nature of the contract – the conclusion of a distance contract. The right to withdraw from the contract does not mean that the consumer does not know what he is buying (in principle, the consumer also knows what he is ordering for other things), but only that he thinks about his decision within the statutory deadline and, in the event that this decision was rushed, changes his decision and withdraws from the contract. 

It should also be known that concluding a distance contract does not give the consumer more rights than otherwise concluding a contract in the classic way (that is, by visiting a store). Thus, the consumer cannot and must not use the received goods unhindered all the time until the withdrawal from the contract, as this is not a trial purchase, where testing the goods would be a condition to keep the contract in force. The consumer may inspect and test the received goods only to the extent necessary to determine the actual condition and as is usually the case in stores. Any “testing” that deviates from the above can be considered as use of the goods, which means that the consumer thereby loses the right to withdraw from the contract. 

The right to withdraw from the contract does not give the consumer any more rights, but only the possibility to reconsider his decision to purchase and in the event that this decision was hasty, he changes his decision and withdraws from the contract, but does not give him the right to use the goods.

Returns procedure

You can return items in two ways:

1. In-person return 

You can make an in-person return at our Jana invest d.o.o. store at Kolodvorska cesta 16a, 1330 Kočevje.

Return procedure:

1. Complete the Return form for items within 14 days.
2. Attach a copy of the receipt for the item you are returning.
3. Properly protect the item. Only products in original and undamaged packaging can be returned; items must be free of visible signs of use and in their original condition. 
4. For electronic devices, where possible (e.g. phones, tablets, laptops), restore factory settings.

2. Return by mail

You can also return the product by mail. We recommend choosing a delivery service that provides shipment tracking.

1. Complete the Return form for items within 14 days.
2. Attach a copy of the receipt for the item you are returning.
3. For electronic devices, where possible (e.g. phones, tablets, laptops), restore factory settings.
4. Prepare the product for transport and protect it appropriately. Only products with original and undamaged packaging may be returned; products must be free of visible signs of use and in their original condition. Do not forget to include the return form and a copy of the receipt.
5. Send the products to the following address:

Jana invest d.o.o.
Kolodvorska cesta 16a
1330 Kočevje
Slovenija
Product returns

Attention: All returns without the required documents will be rejected.

Frequently Asked Questions

When can I exercise my right to return an item within 14 days?

The possibility of withdrawing from the contract is intended so that you can open the product, examine it and if it does not suit you, or if your expectations were different, withdraw from the purchase. These recommendations do not apply if the product is defective or does not work at the time of purchase. In this case, it is about asserting a material defect or warranty. The right to a refund, warranty, material defects and improperly performed services are more precisely governed by the provisions Consumer Protection Act (official consolidated text).

Can I return an item within 14 days if I am a legal entity (business purchase)?

If you purchased an item with a business account, you have accepted the terms of business that apply to businesses. The main difference is the possibility of withdrawing from the contract: We allow companies, sole proprietors and other legal entities to return product shipments under warranty conditions. The aforementioned organizations do not have the option of withdrawing from the contract within 14 days of receiving the goods, without having to state a reason for their decision, as is the case for consumers (natural persons). Unfortunately, a refund is therefore not possible. Purchases by legal entities are subject to General terms and conditions  of the online store Trgovina Jana, with the difference in the previously mentioned options, is withdrawing from the contract. For any additional questions, call us on +38670 700 805 or write to us at spa@jjana.si. We will be happy to answer you.

Which documents must I attach when returning items within 14 days?

To carry out the procedure for refunding the purchase price upon withdrawal from the contract or for a return within 14 days, we need a copy of the invoice for the purchased product. 

When will I get my money back?

We will refund your purchase to your account as soon as possible, but no later than 14 days from your return application, but only after the items have been returned to the warehouse (in the case of returns by post).

What is the legal basis for withdrawing from the contract within 14 days?

The right to a refund, warranty, material defects and improperly performed services are more precisely governed by the provisions Consumer Protection Act (official consolidated text).

How do I properly check whether the article fits me so that I can still return it?

When you receive the item, first make sure that it has undamaged packaging and carefully remove the packaging. Keep the packaging until you are sure that the item fits you and that it works without problems. Check its basic functions without removing the protective films. Only remove these when you are absolutely certain that you intend to keep the item. The consumer may not use the goods unhindered until withdrawal from the contract. He may, however, inspect and test the goods to the extent that is absolutely necessary to determine the actual situation.

The customer must return the goods received undamaged and in the same quantity, unless the goods are destroyed, damaged, lost or their quantity has decreased through no fault of the consumer.

The buyer may not use the goods unhindered until withdrawing from the contract, but only due to the nature of the online store (distance contract) has the opportunity to reconsider the purchase. The buyer may inspect the product and perform a test that is absolutely necessary to determine the actual condition.

For an easier understanding of the rights to return products, we quote the explanation of the market inspectorate (source: Information – Bulletin of the Chamber of Commerce of Slovenia, January 20, 2012, number 3):

Regarding the right to withdraw from a contract concluded at a distance, it is necessary to know that it is a withdrawal from the contract, without there being anything wrong with the thing itself, but this right to the consumer due to the very nature of the contract – the conclusion of a contract at a distance. The right to withdraw from the contract does not mean that the consumer does not know what he is buying (in principle, the consumer also knows what he is ordering for other things), but only that he thinks about his decision within the statutory period and in the case , that this decision was hasty, changes its decision and withdraws from the contract. 

It should also be known that concluding a contract at a distance does not give the consumer more rights than otherwise concluding a contract on the classic way (that is, by visiting a store). Thus, the consumer cannot and must not use the received goods unhindered all the time until the withdrawal from the contract, as this is not a trial purchase, where testing the goods would be a condition to keep the contract in force. The consumer may inspect and test the received goods only to the extent necessary to determine the actual condition and as is usually the case in stores. Any “testing” that deviates from the above can be considered as use of the goods, which means that the consumer thereby loses the right to withdraw from the contract. 

The right to withdraw from the contract no longer gives the consumer any right, but only the possibility to reconsider his purchase decision, even after he has already received the goods, and in the event that this decision was hasty, changes his decision and withdraws from the contract, but does not give him the right to use the goods.

Do I have to return the item in its original packaging?

In the case of returning the item, the buyer must properly protect the item before handing it over to the carrier. The item must be protected by the original packaging or packaging that can protect the item in the same way as the original packaging.

Can I return the item without accessories?

In case of withdrawal from the contract, you must return the item together with all accessories that you received together with the item, for example: cables, chargers, headphones.

When do we start counting 14 days?

When withdrawing from the contract, the 14-day period begins 1 day after taking over the item.

If I return an item for which I claimed a bonus, discount, gift certificate or some other benefit, what amount do I get refunded?

When withdrawing from a contract where a bonus, discount code or promotional code has been used, these funds are considered as a discount and are not returned to the user. Only the paid amount will be returned to the user’s TRR or other means of payment, insofar as the user expressly requests this. The gift voucher is considered as a means of payment when withdrawing from the contract, and therefore the amount of it, in case of withdrawal from the contract, is returned to the buyer.

Which items cannot be returned?

The consumer does not have the right to withdraw from the contract, for contracts the subject of which are goods that have been manufactured according to the consumer’s precise instructions, that have been adapted to his personal needs, that are not suitable for return due to their nature, that are perishable or that have already expired. The possibility of withdrawing from the contract is not possible when purchasing software or audio and video media if the consumer has opened the security seal.

Withdrawal from the contract not possible for goods:

• for goods or services, the price of which depends on fluctuations in the markets, over which the company has no influence and which may occur during the withdrawal period from the contract;
• for goods that are manufactured according to the exact instructions of the consumer and adapted to his personal needs;
• for goods that, due to their nature, are not suitable for return, are perishable or expire quickly;
• for the service provided, if the company fulfills the contract in full and the provision of the service began based on the consumer’s express prior consent and consent to lose the right to withdraw from the contract when the company fully fulfills it;
• sealed audio or video recordings and computer programs, if the consumer has opened the security seal after delivery;
• sealed goods that are not suitable for return due to health protection or hygiene reasons, if the consumer has opened the seal after delivery; when buying food for small animals, if the packaging is open or damaged;
• goods which, due to their nature, are inseparably mixed with other items;
• digital content that is not delivered on a tangible data carrier, if the provision of the service began based on the consumer’s express prior consent and consent.

The prize obtained cannot be paid out or returned to JJSPA account under any circumstances.