Return and exchange

Return and Refund Policy

1. General Provisions

This policy defines the conditions, procedures, and consumer rights related to product returns and the right to withdraw from a distance contract concluded via the website www.pixsel.si.
The website operator is:

Marko Rebernik
Rebernik d.o.o.
Ulica Hermana Potočnika 37
1000 Ljubljana, Slovenia
info@rebernik.si
+38641631734
(hereinafter: the seller).

The seller complies with all obligations arising from consumer protection laws, GDPR, and other applicable regulations, and aims to handle all return and complaint cases quickly, fairly, and professionally.

2. Right to Withdraw from the Contract

The buyer (a natural person) has the right to notify the seller in writing, within 14 days of receiving the product, that they are withdrawing from the contract, without needing to state a reason.
The withdrawal notice may be sent to the email address: [insert company email], or by post to the company’s address.

The notice should include:
• order number,
• date of purchase,
• full name,
• contact details,
• bank account number (in case of a refund).

3. Returning Products

The buyer must return the product to the seller no later than 14 days after submitting the withdrawal notice.
The product must be returned undamaged, in unchanged quantity, and in its original packaging, unless the product was damaged, destroyed, or lost without the buyer’s fault.

The cost of returning the product is borne by the buyer unless otherwise agreed in writing between the seller and the buyer.
In case of return by post, it is recommended to use a tracked shipment so the return can be verified.

4. Refunds

If the buyer withdraws from the contract, the seller will refund the full purchase price, including basic delivery costs (excluding additional costs if the buyer selected a more expensive delivery option), within 14 days of receiving the withdrawal notice.

The refund will be issued to the buyer’s bank account, as provided in the return form or the withdrawal email.

The seller may withhold the refund until the returned product is received or until proof is provided that the product has been sent back.

5. Exceptions to the Right of Withdrawal

The buyer does not have the right to withdraw from the contract in the following cases:
• products made according to the buyer’s precise instructions or customized to their personal needs (e.g., personalized or engraved items),
• products that are perishable or have a short shelf life,
• sealed products that cannot be returned for hygiene reasons if the buyer has opened the packaging after delivery,
• products that, after delivery, have been inseparably mixed with other items.

6. Complaints and Material Defects

If the buyer receives an incorrect, damaged, or incomplete product, they have the right to file a complaint in accordance with applicable consumer protection laws.

The buyer must notify the seller of the defect within eight days of receiving the goods or as soon as the defect is discovered.

Complaints should be sent to: info@rebernik.si, including a description of the defect, evidence (such as photos), and the order number.

The seller will process the complaint as soon as possible, and no later than 8 working days after receiving a complete complaint, and will provide the buyer with a written response regarding the resolution.

If the complaint is justified, the buyer is entitled to:
• free repair of the product,
• replacement with a new product,
• partial refund, or
• full refund (if repair or replacement is not possible).

7. Returning Products for Service

For complaints involving products that require technical inspection (e.g., batteries, electronic components, vehicle accessories, etc.), the product will be sent to an authorized service center or inspected by the manufacturer.

The seller will inform the buyer of the status via email.

8. Personal Data Protection in Returns

All personal data provided during the return or complaint process is processed exclusively for the purpose of handling the return or complaint, in accordance with GDPR and national data protection regulations.

After the procedure is completed, the personal data will be deleted or anonymized, unless otherwise required by law (e.g., for accounting purposes).

9. Costs, Liability, and Handling Returned Items

The seller is not responsible for lost, damaged, or incorrectly addressed shipments sent by the buyer without proof of posting.

It is recommended that the buyer keeps the proof of shipment until the return is confirmed.
If the product is returned damaged due to improper packaging, the seller is not obliged to refund the full purchase amount.

10. Changes to the Policy

The seller reserves the right to amend or supplement this policy without prior notice.

The current version is always available on www.pixsel.si