Shipping and Returns
The company Soven d.o.o. delivers via the DPD delivery service – express mail, where the package is delivered to your home within 24 hours. If the customer is unreachable, the delivery service leaves a message to which the customer can respond and arrange for redelivery.
The company Soven d.o.o. charges for the delivery of packages throughout Slovenia 5 euros with 22% VAT, regardless of the size and weight of the package, which you are also reminded of when completing the order. Postage varies depending on country selection. If you want to pick up the package in person, please indicate this in the notes section.
The company offers its customers a special benefit, FREE POSTAGE for larger orders over 200 euros.
- Personal pickup in Selnica ob Drava and packages over 200eur: FREE
Items ordered on Soven.si are shipped as soon as possible. We pay special attention to our central warehouse in Selnica ob Drava, as speed and convenience of delivery are of key importance to us. If the items are in stock in our central warehouse, they usually go out factory store.
You can also pick up the items in person at our pick-up point in the :
EXHIBITION SHOWROOM Selnica ob Drava, Mariborska c. 48, 2352 Selnica ob Drava the same day. Monday-Friday: 9:00 a.m. – 3:00 p.m
- Delivery of parcels by express mail DPD up to 199.99 euros: 15.00 euros
Treatment of damaged shipments (compensation)
If, upon receiving the shipment, you noticed that the item or shipment is physically damaged, has minor contents or shows signs of being opened, you can file a claim for compensation with DPD. Do this as indicated on the DPD website (www.dpd.com/si). Please report this to the depot responsible for you as soon as possible. Have the package information ready: package number, sender’s address and recipient’s address. We will take care of everything else.
Tel.: 003861 513 23 00
If the package was delivered to you by DPD and you find that the item or physical shipment is damaged, has small contents or shows signs of being opened, you can file a claim for compensation. Damage must be reported within 7 calendar days from the date of receipt of the package to the e-mail address firstname.lastname@example.org. When reporting the damage, we will also need photos of the packages, (inner) packaging, damaged item, DPD label and a description of the damage. You can also arrange with the clerk to pick up the damaged package at your address.
Return of goods
More important instructions for returning items:
- When you return items to the seller (SOVEN d.o.o.), you must attach a form for withdrawing from the contract. Also attach a copy of the invoice.
- You can return the items in person at the pick-up points or send them to the address of the seller SOVEN d.o.o., Mariborska cesta 48, 2352 Selnica ob Drava
- We recommend that you use a delivery service that allows you to track the shipment and that you properly prepare the items for transport (you can use the original packaging or other suitable safe packaging).
- Shipping costs are always borne by the sender, unless otherwise agreed in advance. We do not accept ransom payments.
Returning an item for legal entities
If you want a business account, you accept the business terms and conditions that apply to the business. We allow companies, independent entrepreneurs and other legal entities to return shipments of items within the warranty conditions.
Legal entities do not have the option of withdrawing from the contract within 14 days or refunding the purchase price, as this applies to consumers (natural persons).
For any additional questions, call us at 02/674-0574 or write to us at email@example.com. We will be happy to answer you.
Factual error/appeal procedure
Return within 14 days (Withdrawal from the contract)
In accordance with the Act on Consumer Protection and the codes of conduct specified therein, the company Soven provides consumers with the following:
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 (e-mail address: firstname.lastname@example.org) within 14 days of taking over the goods that he withdraws from the contract, without he should be given a reason for his decision. The deadline starts counting one day after the date of collection. The only cost charged to the consumer in connection with withdrawal from the contract is the cost of returning the goods (which, in the case of shipping, is charged according to the price list of the delivery service and depends on whether it is a shipment/package/cargo). The goods must be returned to the seller no later than 14 days from the notification of withdrawal from the contract (purchase) referred to in Article 43.č.
The consumer does not have the right to withdraw from the contract, in contracts whose subject is goods that were manufactured according to the consumer’s exact instructions (special order), which were adapted to his personal needs, and which, due to their nature, are not suitable for return. The possibility of withdrawing from the contract is not possible when purchasing a product that the consumer has already used.
The consumer must return the item to the seller undamaged and in the same quantity, unless the item is destroyed, damaged, lost or its quantity has decreased through no fault of the consumer. The consumer may not use the articles unhindered until the withdrawal from the contract. The consumer may inspect and test the items to the extent necessary to determine the actual condition. The consumer is responsible for a decrease in the value of the goods if the decrease is the result of conduct that is not absolutely necessary to determine the nature, properties and functioning of the goods.
In any case, the company withholds the refund of received payments until the moment of acceptance of the returned goods or until the review of the suitability of the returned goods by the company’s expert committee.
In case of withdrawal from the contract where a bonus, discount code or promotional code was used, these funds are considered as a discount and are not returned to the user. Only the paid amount is returned to the user’s TRR. When withdrawing from the contract, the gift voucher is considered as a means of payment and the amount is also returned to the user.
Refund of payments made, including delivery costs (except for additional costs due to choosing a type of delivery that is not the cheapest standard form of delivery offered by the company). will be carried out as soon as possible, but no later than within 14 days of receiving the notice of withdrawal from the contract. The company returns the received payments to the consumer using the same means of payment that the consumer used (which is most commonly by payment to a transaction account), unless the consumer has explicitly requested the use of a different means of payment and the consumer bears no costs as a result.
The return of the received goods to the company within the withdrawal period is considered a notice of withdrawal from the contract.
In exceptional cases, when the products are not returned in accordance with the ZVPot, we can offer the consumer the purchase of the product with appropriate compensation, which is determined in the minutes upon return. The purchase with a reduced value is taken into account upon confirmation of the consumer by e-mail. The consumer benefits from the aforementioned redemption fee only when ordering another product of the same or higher value.
The Product Contract Withdrawal Form is available here.
The rules for refunds, guarantees, material defects of consumers and improperly performed services have changed the provisions of the Protection Act (unofficial consolidated text).
Access to Codes of Practice: Consumer Protection Act
The above applies to errors of fact and general errors.
Withdrawal of the contract by the consumer for products from the set
If the consumer decides to withdraw from the contract for one of the products that made up the set, he can request an exchange of the product. The consumer can return one or more products from the set. When withdrawing from a contract for a product from a set, the consumer receives a new product.
Instructions for withdrawing from the contract
When buying online, it is not possible to physically view the products before purchase, so we give you (within the legal framework) the option of withdrawing from the contract. Because we want you to be able to do this as quickly and without complications as possible, we have prepared a short list of what to pay attention to when buying remotely:
- carefully open the packaging and keep it in its unaltered state until you are completely sure that the product is suitable,
- when buying clothes, check the appropriate size by trying on other clothes (not on bare skin),
- You can return the product in person at the pick-up point at the company’s headquarters, an inspection by a company clerk is mandatory
when handling the product, damage, scratches and dirt may occur – (greasy hands, make-up, stains) handle such products with particular care, because in the case of stains, we will consider the product to have been used.
The possibility of withdrawing from the contract is intended so that you can open the product, inspect it and, if it does not suit you, or your expectations were different, withdraw from the purchase. It should be taken into account that the products are made by hand, that the color shades may deviate from the actual ones, due to the dyeing with natural substances and the natural product, a completely identical tone is impossible, therefore the products are marked with a lot of color (yarn).
We reserve the right to make deviations in width, length, color, model, but not more than 20%.
Return of goods for legal entities
If you want a business account, you accept the terms of business that apply to businesses. The main difference is in 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 not possible. Purchases by legal entities are also subject to the General Terms and Conditions of Soven d.o.o. , withdraws from the contract with the difference in the previously mentioned options.