Complaints

The company iTrade Online d.o.o. the sale of new products for which the Consumer Protection Act
The advertising period for all products is 24 months, unless otherwise stated in the product description.

Based on Article 14 of Regulation (EU) no. 524/2013 of 21/05/2013 on the online resolution of consumer disputes The European Commission enables the online resolution of consumer disputes on a platform that can be accessed at the following link: http://ec.europa.eu/consumers/odr/.

Consumer rights
The consumer has the right to purchase the product, submit an online complaint at the following link within 24 months of purchasing the product. ONLINE QUESTION.
The consumer is obliged to provide the following information when making a complaint: the order number and a description of the defect.
After the established complaint - the consumer, the consumer has the right to: \ t
Exchange of the purchased product for a new product, i.e. a product of the appropriate brand (model, type) or
Repair of the product at the expense of the seller or
A refund of the amount paid for this product equal to the retail price of this product on the date of return, within 6 months of purchase.
Return Address:
The company Kelmar d.o.o.
Gregorčičeva Street 26
5270 Ajdovščina
phone 018282799

First read the procedure instructions if you want to complain about a product or service for any reason:

The purchased product does not meet your expectations
You can return purchased products within 15 days. The product you are returning must be packed in its original packaging and without signs of use or damage.
We reserve the right to refuse a refund or reduce the amount refunded if:
the product is used and cannot be sold as new,
the original packaging is missing or damaged or
supporting parts are missing.
The cost of returning products without defects is borne by the buyer.
ONLINE QUESTION

Contract withdrawal form -
You received an incorrect or incomplete product.
We strive to deliver shipments accurately and in the shortest possible time. Errors are possible - we apologize if you received the wrong product or an incomplete shipment from us.
Send a complaint and attach to us:
the number of the order or delivery note that you received by e-mail is also indicated on the label on the package.
photos from the received shipment - products, packaging and labels.
ONLINE QUESTION


You ordered the wrong product - you want to exchange it
If you make a mistake with your order, you can exchange the product within 15 days from the order date. The product you are returning must be packed in its original packaging and without signs of use or damage.
After verifying the products we received from you, you will receive a credit note from us.
Then you need to create a new order and enter the credit number, we will reduce the amount of the order.
If the amount of the new order is smaller - we issue a voucher for the difference.

The cost of returning defective products is borne by the buyer.
ONLINE QUESTION


The product is wrong
If you received the wrong product - please provide the following information:
order number or delivery note
a brief description of the problem
Depending on the type of product, we may request additional information or send additional instructions for verification, activation, etc.
Do not ship the product until you have obtained our approval.
ONLINE QUESTION


Product complaint within the complaint period
If you have a complaint regarding the correctness of the product, please provide us with the following information:
order or invoice number
a brief description of the problem
Depending on the type of product, we may request additional information or send additional instructions for verification, activation, etc.
Do not ship the product until you have obtained our approval
ONLINE QUESTION


Delivery delay
After the shipment has been sent, you will receive a delivery note with the courier service and shipment number.
Courier services operate according to their own schedule and we cannot influence the speed of delivery after receiving the shipment.
Regarding package delivery, please contact the courier service first.
If you cannot get information from the courier service, submit a request with the necessary information:
no. delivery notes
information you received from the courier service (lost or unknown shipment, etc.)
We will check the information and let you know. If the shipment is lost, we will send you a new one as soon as possible.
ONLINE QUESTION
* In the case of a return of goods and a refund of money to a buyer who previously paid with one of the payment cards, in part or in full, regardless of the reason for the return, iTrade Online d.o.o. is obliged to return the purchase price exclusively via VISA, EC/MC and Maestro payment methods, which means that the bank will return the money to the cardholder's account at the seller's request.