Withdrawal from the contract, returns, complaints, conformity of goods and warranties
1. Right to withdraw from the contract
In distance contracts, the consumer has the right to notify the company within 14 days of receiving the goods that they withdraw from the contract, without having to state a reason for their decision.
The withdrawal period begins on the day when the consumer or a third party other than the carrier and designated by the consumer acquires actual possession of the goods.
To exercise the right of withdrawal, the consumer must inform the company of their decision by an unequivocal statement sent to:
HAJDI.SI d.o.o.
Bukovžlak 101, 3000 Celje
Email: reklamacije@hajdi.si
Download the WITHDRAWAL FROM CONTRACT / GOODS RETURN FORM.
Use of the form is not mandatory. The withdrawal statement is considered to have been submitted on time if it is sent within 14 days of receiving the goods.
Seller’s obligations in the event of withdrawal from the contract
If the consumer withdraws from the contract, the company shall refund the payments received, including the costs of standard delivery, no later than 14 days after receiving the notice of withdrawal from the contract.
The company may withhold the refund until it has received the returned goods or until the consumer provides proof that the goods have been sent back, unless the company offers to collect the returned goods itself.
The refund shall be made using the same payment method used by the consumer, unless the consumer expressly agrees to the use of another payment method and does not incur any additional costs as a result.
If the consumer has chosen a non-standard delivery method that is more expensive than the cheapest standard delivery method offered by the company, the company is not obliged to reimburse the additional costs of such choice.
2. Return of goods
The consumer must return the goods no later than 14 days from the day on which they informed the company of the withdrawal from the contract.
Goods must be returned to the address:
HAJDI.SI d.o.o.
Bukovžlak 101, 3000 Celje
Marked as: RETURN
The direct cost of returning the goods shall be borne by the consumer, unless expressly agreed otherwise.
The consumer is responsible for any reduction in the value of the goods if the reduction in value results from handling that is not necessary to establish the nature, characteristics and functioning of the goods.
The consumer may handle the goods only to the extent necessary to establish the nature, characteristics and functioning of the goods, as they could do in a store.
3. Exceptions to the right of withdrawal from the contract
The consumer does not have the right to withdraw from the contract in the cases specified by ZVPot-1, in particular for:
- goods made according to the consumer’s precise instructions and adapted to their personal needs,
- goods that are perishable or expire quickly,
- sealed goods that are not suitable for return for health protection or hygiene reasons if the consumer has opened the seal after delivery,
- sealed audio or video recordings and computer software if the consumer has opened the security seal after delivery,
- goods which, by their nature, are inseparably mixed with other items.
If the right of withdrawal from the contract does not exist for a particular product or the consumer loses it under certain conditions, this is stated with the product or during the purchase process where necessary.
4. Voluntary warranty or warranty for faultless operation
The warranty is separate from the statutory guarantee of conformity of goods. Exercising the warranty does not affect the consumer’s rights under ZVPot-1 arising from non-conformity of goods.
The warranty applies to products for which a warranty statement or warranty certificate has been issued, and to products for which a warranty is mandatory under applicable regulations. If a warranty has been issued for a product, the consumer receives a warranty certificate or warranty information upon delivery, where necessary depending on the type of product.
The warranty is provided by the guarantor specified on the warranty certificate or warranty statement. The guarantor may be the manufacturer, importer, distributor or seller, depending on the individual product and the attached warranty documentation.
The consumer exercises rights under the warranty within the warranty period and under the conditions stated on the warranty certificate or warranty statement. To exercise the warranty, the consumer must submit the product, a description of the defect, a copy of the invoice or other proof of purchase, and the warranty certificate where one was issued.
A warranty claim may be submitted by the consumer to:
HAJDI.SI d.o.o.
Bukovžlak 101, 3000 Celje
Email: reklamacije@hajdi.si
or directly to the guarantor or authorised service provider, if so stated in the warranty documentation.
If the warranty claim is justified, the defect shall be remedied in accordance with the warranty terms and applicable regulations. If, after inspection, it is determined that the warranty claim is not justified because the defect occurred due to improper use, mechanical damage, inadequate maintenance or another reason not covered by the warranty, the consumer shall be informed of this.
Download the COMPLAINT / CLAIM FOR NON-CONFORMITY OF GOODS OR WARRANTY FORM.
5. Statutory guarantee of conformity of goods
The company is liable to the consumer for non-conformity of goods in accordance with the provisions of ZVPot-1.
For goods, the company is liable for non-conformity that exists at the time of delivery of the goods and becomes apparent within a period of two years from delivery of the goods, unless ZVPot-1 provides otherwise for specific cases.
Goods conform to the contract when they correspond to the description, type, quantity, quality, functionality and other characteristics as specified in the contract, and when they are suitable for the normal use of goods of the same type and have the characteristics that the consumer may reasonably expect given the nature of the goods and the public statements of the company or manufacturer.
If the consumer believes that the goods do not conform to the contract, they may notify the company at:
Email: reklamacije@hajdi.si
Address for complaints:
HAJDI.SI d.o.o.
Bukovžlak 101, 3000 Celje
The consumer must describe the non-conformity in the notice and allow the company to inspect the goods.
In the event of non-conformity of goods, the consumer may, under the conditions specified by ZVPot-1, request:
- restoration of conformity of the goods, in particular repair or replacement,
- a proportionate reduction of the purchase price,
- withdrawal from the contract and refund of the amount paid.
The consumer may first request repair or replacement of the goods, unless the chosen remedy is impossible or would cause the company disproportionate costs compared with another remedy.
The consumer may request a proportionate reduction of the purchase price or withdrawal from the contract in the cases specified by ZVPot-1, in particular if the company does not restore conformity of the goods, if conformity is not restored within a reasonable time or if the non-conformity is not insignificant.
The statutory guarantee of conformity of goods applies independently of any voluntary warranty. A voluntary warranty does not exclude or limit the consumer’s rights arising from non-conformity of goods.
Download the COMPLAINT / CLAIM FOR NON-CONFORMITY OF GOODS OR WARRANTY FORM.
6. Consumer rights
The consumer has rights arising from the statutory guarantee of conformity of goods in accordance with ZVPot-1. If a warranty has been issued for a product, the consumer may also exercise rights under the warranty, whereby the warranty does not exclude or limit their statutory rights arising from non-conformity of goods.
More detailed information on exercising non-conformity of goods and warranty rights is provided in the sections “Statutory guarantee of conformity of goods” and “Voluntary warranty or warranty for faultless operation”.
7. Refund of the purchase price
The seller shall refund the payments received to the consumer within 14 days using the same payment method used by the consumer, unless the consumer has expressly agreed to the use of another payment method and the consumer does not incur any costs as a result.
8. When goods are out of stock
It may happen that the consumer places an order online, the seller confirms it, but later informs the consumer that the ordered goods are not in stock; the goods have already been paid for. The company must fulfil its obligations within 14 days of the conclusion of the contract, unless the parties agree otherwise. If the goods are not available and the seller therefore cannot fulfil its obligation, it must immediately inform the consumer and refund all payments made. The money must be refunded as soon as possible, and no later than within 14 days after receiving the notice of withdrawal from the contract.
Source: Consumer Protection Act (ZVPot-1)
Celje, 25.5.2026
