Returns and Complaints

RETURNS AND COMPLAINTS

Termination of the Contract

When making a distance purchase, the consumer has the right to cancel the contract within 14 days without giving a reason.

In the case of a sales contract, the 14-day withdrawal period begins on the day the consumer or a third party other than the carrier, designated by the consumer, takes physical possession of the goods.

If multiple products are ordered in a single order and are delivered separately, the period begins on the date of receipt of the last product or the last shipment.

To exercise the right of withdrawal, the consumer must clearly notify the seller of the withdrawal from the contract before the 14-day period expires.

The following may submit a notification:

by email:
online@polzela.com

or by mail:
SIREKAR nogavice d.o.o.
Cvetlična ulica 3
3313 Polzela
Slovenia

In the notice, the consumer must clearly state their decision to withdraw from the contract and, if possible, include the name, order number, and date the order was placed.

The consumer may also use the model withdrawal form posted on this page, but its use is not mandatory.

To ensure timely withdrawal, it is sufficient for the consumer to send the notice before the 14-day period expires.

Returns

If the consumer has already received the goods and withdraws from the contract, the consumer must send or deliver the goods without undue delay, and no later than 14 days from the date on which the consumer notified the seller of the withdrawal, to the following address:

SIREKAR Socks, Ltd.
Cvetlična Street 3
3313 Polzela
Slovenia

The deadline is considered met if the consumer ships the goods before the 14-day period expires.

The consumer bears the direct costs of returning the goods, unless the return is due to a valid complaint regarding nonconformity of the goods or an error by the seller in fulfilling the order (for example, the wrong product was shipped). In these cases, the seller covers the return costs. We do not accept shipments with cash on delivery or with postage due.

Returns are possible even without the original receipt or the seller’s return form. To expedite processing, we recommend that the consumer provide the order number or include another proof of purchase.

The consumer is liable for any decrease in the value of the goods if such decrease results from handling that is not strictly necessary to ascertain the nature, characteristics, and functioning of the goods.

The consumer may inspect and try on the product to the extent normally permitted in a physical store. For products worn directly on the body, we recommend that the consumer try them on over their own underwear.

We recommend that consumers return the merchandise unworn, unwashed, undamaged, and with the original tags, hang tags, and packaging, if possible, without prejudice to their right to inspect and try on the product.

If the goods were handled to a greater extent than is strictly necessary to determine their nature, characteristics, and functioning, the seller may claim a reduction in the value of the goods. Such handling does not, in and of itself, preclude the timely exercise of the right to rescind the contract.

Refunds

The seller shall refund all payments received to the consumer without undue delay and no later than 14 days after receiving notice of withdrawal.

It also reimburses the cost of the least expensive standard shipping method offered by the seller. If the consumer has chosen a more expensive shipping method, the additional costs of such shipping are not subject to reimbursement.

The refund shall be made using the same payment method that the consumer used for the original transaction, unless the consumer expressly agrees to a different method and does not incur any additional costs as a result.

The seller may withhold the refund until the returned goods are received or until proof is provided that the goods have been shipped back, whichever occurs first.

Any discounts, promotional codes, and other benefits are taken into account when calculating the refund amount. The refund cannot exceed the amount actually paid.

Exceptions to the Right of Withdrawal

The consumer does not have the right of withdrawal in the cases specified in ZVPot-1. With regard to the offerings on Polzela.com, this applies in particular to:

• goods manufactured according to the consumer’s precise instructions and tailored to the consumer’s personal needs, such as a product with custom embroidery, engraving, printing, or other personalization;
• Sealed goods that are not eligible for return for health or hygiene reasons, if the consumer has broken the safety or hygiene seal after delivery.

The mere fact that the items in question are underwear, socks, tights, or swimwear does not, in and of itself, preclude the right of withdrawal.

If the product was delivered in sealed packaging for hygiene reasons, a return is not possible after the seal has been broken, where so provided by ZVPot-1.

Recommendations regarding the return of unworn, unwashed, and undamaged merchandise, as well as the retention of tags, hang tags, and packaging apply to the extent consistent with the consumer’s statutory right to inspect and try on the product. These recommendations do not affect the consumer’s statutory rights in the event of nonconformity of the goods.

If a specific product is subject to a legal exception to the right of withdrawal, the consumer is clearly informed of this before placing an order.

Complaints Regarding Nonconforming Goods

The seller is liable for any nonconformity that existed at the time of delivery of the goods and becomes apparent within two years of delivery.

Goods are nonconforming, in particular, if:

1. does not serve the purposes for which goods of the same type are normally used;
2. does not possess the characteristics and qualities that a consumer could reasonably expect, given the nature of the goods, the seller’s or manufacturer’s public statements, or the information provided prior to the conclusion of the contract;
3. does not conform to the description, sample, or model that the seller presented to the consumer;
4. is not supplied with all the accessories, instructions, packaging, or other equipment that a consumer could reasonably expect;
5. It does not have the usual durability, functionality, compatibility, or safety for goods of the same type.

The consumer must notify the seller of the identified nonconformity within two months of the date on which it was discovered.

If a lack of conformity becomes apparent within one year of delivery, it is presumed to have existed at the time of delivery, unless the seller proves otherwise or unless such a presumption is incompatible with the nature of the goods or the lack of conformity.

Consumers may submit a complaint to:

online@polzela.com

The notice should:

• describes the identified nonconformity in detail;
• provide the order number or other proof of purchase;
• If possible, include photos;
• allow the seller to inspect the goods.

The original receipt is not the only acceptable proof of purchase.

Rights arising from nonconformity of goods do not depend on whether the product is returned with its original labels or in its original packaging. If the product is nonconforming, the consumer may still exercise their rights even if the packaging has been removed or the product has been used to the extent necessary to ascertain its nature, characteristics, and functioning.

The consumer may first request that the goods be brought into conformity free of charge, choosing between repair and replacement, unless the chosen method is impossible or would impose disproportionate costs on the seller.

The seller must bring the product into compliance within a reasonable period of time, not exceeding 30 days from receipt of the notice. This period may be extended by up to 15 days under the conditions prescribed by law, and the consumer must be notified of this extension in a timely manner.

If the seller fails to bring the goods into compliance, the nonconformity persists, or other legal conditions are met, the consumer may request a proportionate reduction in the purchase price or rescind the contract and request a refund of the amount paid.

A consumer may also withdraw from the contract immediately if the nonconformity becomes apparent within 30 days of delivery. Withdrawal is not permitted if the nonconformity is merely minor.

The seller shall bear the costs necessary to file a valid claim for nonconformity, including the costs of shipping or picking up the goods.

If the existence of a defect is disputed, the seller must notify the consumer in writing within eight days of receiving the claim.

If a consumer withdraws from a sales contract due to a lack of conformity, the seller must refund the amount paid without undue delay, but no later than eight days after receiving the goods or proof that the consumer has returned the goods.

In the event of a proportional reduction in the purchase price, the seller shall refund the corresponding portion of the purchase price within eight days of receiving the request.