Returns, Complaints and Withdrawal from Contract

This page contains information about withdrawal from contract, return procedures, complaints and the legal guarantee of conformity of goods.

1. Seller information

APTRADE d.o.o.
Spruha 31
1236 Trzin
Slovenia
Email: info@resin4decor.com

2. What should you do if something is wrong with the product?

If you received the wrong product, a damaged product, an incomplete shipment, or a product that does not conform to the contract, please contact us as soon as possible at info@resin4decor.com.

Please include the following in your message:

• order number,
• customer name,
• a description of the issue,
• photos of the product, packaging or damage, where possible.

We will review your complaint as soon as possible and in accordance with applicable consumer protection law.

3. Damage during delivery

If you notice visible damage to the parcel or packaging upon delivery, we recommend that you take photographs and notify us immediately at info@resin4decor.com.

This does not affect your statutory rights. You are not required to submit a complaint only to the delivery service; you may also exercise your rights directly with us as the seller.

4. Consumer right of withdrawal from contract

Consumers have the right to withdraw from the contract within 14 days from the day of receiving the goods, without giving any reason.

The withdrawal period begins on the day after the goods are received.

The consumer may communicate the withdrawal:

• by email to info@resin4decor.com,
• by post to APTRADE d.o.o., Spruha 31, 1236 Trzin, Slovenia,
• by using the withdrawal form available at the link below.

To exercise the right of withdrawal, it is sufficient to send a clear and unambiguous statement that you wish to withdraw from the contract.

5. Return of goods after withdrawal

If the consumer withdraws from the contract, the goods must be returned no later than 14 days after the withdrawal notice has been sent. The deadline is met if the goods are dispatched before the 14-day return period expires.

Return address:

APTRADE d.o.o.
Spruha 31
1236 Trzin
Slovenia

The direct cost of returning the goods is borne by the customer.

We will reimburse all payments received from the customer, including the cost of standard delivery, without undue delay and no later than 14 days after receiving the notice of withdrawal.

We may withhold reimbursement until we receive the returned goods or until we receive proof that the goods have been sent back, whichever occurs first.

Reimbursement will be made using the same payment method used by the customer, unless the customer expressly agrees otherwise.

6. Condition of returned goods

The consumer may inspect and test the goods only to the extent necessary to establish their nature, characteristics and functioning, as would be possible in a physical store.

The consumer is responsible for any diminished value of the goods if the diminished value is the result of handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

7. Special notice regarding epoxy resin products

Epoxy resin products and epoxy systems are chemical products for which proper storage, accurate dosing, correct mixing, room temperature, humidity, substrate preparation and method of application are important for proper use and final performance.

Customers are strongly advised to carefully read all product instructions, safety warnings and any available technical documentation before use.

Where the product is supplied in sealed packaging, it should, in case of withdrawal, be returned unopened and in its original packaging. If the product has been opened, used, or the packaging has been damaged beyond what is necessary to establish the nature, characteristics and functioning of the goods, the customer may be liable for the diminished value of the goods.

For epoxy products, the final result may also be affected by external factors such as temperature, humidity, incorrect mixing ratio, unsuitable substrate preparation or improper application. Such circumstances do not automatically mean that the goods are non-conforming.

8. Legal guarantee of conformity

The seller is liable for any lack of conformity of the goods that exists at the time of delivery and becomes apparent within two years from delivery, in accordance with applicable consumer law.

If the goods are not in conformity with the contract, the consumer has statutory rights arising from the legal guarantee of conformity. The consumer may submit such a claim using the contact details listed above.

This legal guarantee applies independently of any commercial warranty, if such warranty is expressly offered.

9. Complaints

Customers may submit complaints or claims by email to info@resin4decor.com or by post to the registered address of the company.

We aim to resolve all complaints fairly, efficiently and as quickly as possible.

10. Alternative dispute resolution

In accordance with applicable legislation, APTRADE d.o.o. does not recognise any out-of-court consumer dispute resolution provider as competent for resolving a consumer dispute which a consumer may initiate under the applicable out-of-court consumer dispute resolution legislation.

The European Online Dispute Resolution (ODR) platform is available at:
https://ec.europa.eu/consumers/odr

11. Withdrawal form

Consumers may use the standard withdrawal form, although this is not mandatory. A clear statement sent by email or post is also sufficient.

Download:
• Withdrawal Form - English (PDF)
• Withdrawal Form - Slovene (PDF)