Frequently asked questions

Is my purchase safe? Your purchase is completely secure. Your data is protected in accordance with the Personal Data Protection Act and the order and registration process itself is carried out using secure online protocols. However, due to the nature of the internet, you must take certain measures to ensure your own security (antivirus, quality passwords, etc.).

Do you also ship abroad? Do you ship abroad? Currently we do not support foreign customers to buy products in our S-Mediko web store. You can order the items only by sending email to info@medikoel.com and we will prepare you an offer.

How do I know what is happening with my order? You will be notified of the progress of your order by email. If you have any problems, please contact us.

Consumer’s right of withdrawal.

The consumer (this applies only to natural persons who acquire the goods for purposes outside their own gainful activity) has the right to notify the seller within 14 days of taking delivery of the goods that he/she is withdrawing from the contract, without having to give a reason for his/her decision. The time limit starts one day after the date of receipt of the goods.

In order to exercise the right of withdrawal, the consumer must inform Medikoel d.o.o., Jalnova cesta 2, 4240 Radovljica, tel: 04 537 85 10 fax: 04 537 85 10, or by email: info@medikoel.com of its decision to withdraw from this contract (e.g. by letter sent by post, fax or email).

For this purpose, the consumer can optionally use the attached model withdrawal form.

For the withdrawal period to be respected, it is sufficient that the notice concerning the exercise of the consumer’s right of withdrawal is sent before the expiry of the withdrawal period from that contract.

Effects of withdrawal: if the consumer withdraws from the contract, the company shall reimburse to the consumer, without undue delay and in any event no later than 14 days from the date of receipt of the notice of withdrawal from this contract, all payments received, including delivery costs (except for additional costs due to the choice of a type of delivery other than the most cost-effective standard form of delivery offered by the company).Such reimbursement shall be made by the Company using the same means of payment as was used for the original transaction, unless otherwise expressly agreed, and in any event shall not be at any cost to the consumer.

If the consumer withdraws from the contract, he must return or hand over the purchased goods to the undertaking or to the person authorised by the undertaking to take delivery of the goods without delay, or at the latest within 14 days after he has informed the undertaking of his withdrawal from the contract. The consumer is deemed to have returned the goods in time if he sends them before the 14-day return period has expired.

Medikoel d.o.o. may withhold the refund of payments received until the consumer has provided proof of the return of the goods!
The consumer only has to pay the direct costs of returning the goods when withdrawing from the contract!

In the case of a contract of sale, the withdrawal period starts on the day on which: the consumer or a third party other than the carrier appointed by the consumer acquires actual possession of the goods, the consumer or a third party other than the carrier appointed by the consumer acquires actual possession of the last piece of goods, if the subject-matter of the contract is several pieces of goods ordered by the consumer in one order, the consumer or a third party, the consumer or a third person other than the carrier appointed by the consumer shall acquire effective possession of the last consignment or piece of goods if the delivery of the goods consists of several consignments or pieces, the consumer or a third person other than the carrier appointed by the consumer shall acquire effective possession of the first piece of goods if the delivery of the goods is regular over a period of time.

The exercise of the right of withdrawal terminates the parties’ obligations to perform or conclude the contract where the offer to conclude the contract was made by the consumer.

The consumer is liable for diminution in the value of the goods if the diminution in value is due to conduct which is not strictly necessary to establish the nature, characteristics and functioning of the goods. By exercising the right of withdrawal, the consumer does not assume any obligations other than those under the PSC.

The consumer must return the goods to the trader undamaged and in the same quantity, unless the goods are destroyed, damaged, lost or reduced in quantity through no fault of the consumer. The consumer may not use the goods without hindrance until the contract is cancelled. The consumer may inspect and test the goods to the extent strictly necessary to establish the factual situation. Testing an item that deviates from the above is considered to be using the items, which means that the consumer thereby loses the right of withdrawal.

The right to a refund in the event of a guarantee and material defects is regulated in more detail by the Consumer Protection Act.

The cost of returning goods that cannot be returned by post due to their nature is EUR 50.00 (incl. VAT).

I would like to make a complaint. What is the procedure? Our goal is satisfied customers, which is why we strive for quality at every stage, from purchase to delivery! However, if you have had an unpleasant experience during this process and would like to make a complaint, you can do so by emailing info@medikoel.com. You can also call us on freephone 080 81 33 or send us a written complaint to Medikoel d.o.o., Jalnova cesta 2, 4240 Radovljica. The complaint should include your personal details, address and telephone number, as well as the purchase number and a description of the problem.

Once we have received your complaint, we will direct it to the responsible area. We will inform you within 3 working days at the latest about the possibility of resolving your complaint.

I have received defective goods. What to do? The seller (Medikoel d.o.o.) must deliver the goods to the consumer in accordance with the contract and is liable for material defects in its performance.

The error is factual:
1. if the item lacks the characteristics necessary for its normal use or circulation;
2. if the item does not have the characteristics necessary for the particular use for which the buyer is buying it, which were known to the seller or should have been known to the seller;
3. if the object lacks the qualities and characteristics which were expressly or tacitly agreed or prescribed;
4. if the seller has handed over an item that does not match the sample or model, unless the sample or model was shown for information purposes only.

The suitability of the goods for normal use shall be judged by reference to normal goods of the same type and taking into account any representations made by the seller or the manufacturer about the characteristics of the goods, in particular by means of advertising, the presentation of the product or indications on the goods themselves. The consumer can exercise his rights under the material defect law if he notifies the seller of the defect within two months of the date on which the defect was discovered. The consumer must describe the defect in more detail in the defect notification and give the seller the opportunity to inspect the item.
The consumer can notify the seller of the defect in person, with a receipt from the seller, or by sending it to the shop where the item was bought or to the seller’s agent with whom the consumer has concluded the contract.

The Seller is not liable for material defects in the goods which become apparent after two years have elapsed since the goods were handed over.
A defect in the item is deemed to have existed at the time of delivery if it occurs within six months of delivery.

We will:
– rectify a defect in the goods or
– replace the defective goods with new, faultless goods; or
– refund the amount paid.

In any event, the consumer also has the right to claim damages from the seller, in particular for the costs of materials, spare parts, labour, transfer and transport of the products incurred in rectifying the material defect. The consumer’s rights are extinguished at the end of two years from the date on which the consumer informed the seller of the material defect.

If the existence of a defect in the goods or an irregularity in the service is not disputed, the company must comply with the consumer’s request as soon as possible, but no later than within eight days. If the existence of a defect in the goods or an irregularity in the service is disputed, the company must reply in writing to the consumer’s request no later than eight days after receiving it.

Access to the contract for the consumer: Medikoel d.o.o. keeps invoices or purchase contracts in accordance with the law (10 years) from the date of purchase. If the consumer wishes to have access to the contract, he/she must make a written declaration addressed to Medikoel d.o.o., Jalnova cesta 4240 Radovljica. The declaration must include your personal details, the approximate date of purchase and the goods you bought. The company will provide the contract within 8 days.

Complaints and disputes

– The Provider complies with applicable consumer protection legislation.
– In case of complaints, disputes, problems, the customer can contact the provider by phone 080 81 33 or 04 5378 510, or by e-mail at info@medikoel.com. The complaint should be submitted by email to info@medikoel.com. The complaint procedure is confidential.
– For the cases of delivery claim, warranty claim, material defect claim, you can find information and detailed guidance on the complaint procedure itself on the website www.medikoel.com, at the bottom/foot of the website.
– The Provider shall respond to all complaints by email or telephone as soon as possible and within the limits of the legal obligations depending on the type of complaint.
– The Provider is aware that an essential feature of consumer litigation, at least as far as judicial settlement is concerned, is the disproportion between the economic value of the claim and the costs incurred in settling the dispute itself. This is also a major obstacle to consumers bringing a dispute before the courts. Therefore, the Provider shall use its best endeavours to resolve any disputes amicably.
– If the dispute cannot be resolved, the court of the consumer’s domicile has jurisdiction.
– 14. 11. 2015, the Act on Out-of-Court Settlement of Consumer Disputes (Official Journal of the Republic of Slovenia, No. 81/2015, hereinafter the “ZIsRPS”) entered into force. The IRPS Act regulates the out-of-court settlement of domestic and cross-border disputes between businesses and consumers through an out-of-court consumer dispute resolution provider (hereinafter: IRPS provider).

In accordance with the legal norms, the Provider does not recognise any out-of-court consumer dispute resolution provider as competent to resolve a consumer dispute that a consumer may bring under the Act on the Out-of-Court Settlement of Consumer Disputes.

The provider facilitates online commerce in the territory of the Republic of Slovenia and publishes an electronic link to the Online Consumer Dispute Resolution Platform (ODRP) on its website.
https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.show&lng=SL

Please note: “Waste electrical and electronic equipment (WEEE) is a special type of waste due to its composition and its hazardous content and must be separated from other waste and treated and recovered accordingly. To this end, we would like to inform you that you can take your end-of-life electrical and electronic equipment free of charge to the collection facilities of ZEOS d.o.o., which ensures the proper management of WEEE on our behalf. You can find the nearest and most suitable WEEE drop-off location and other information at www.zeos.si.”

You can find answers to your questions about shopping at medikoel.com on the website itself, or if you can’t find the information you are looking for, we are also available to help you individually.

Medikoel is at your service:

at Medikoel d.o.o., Jalnova cesta 2, 4240 Radovljica (Monday to Friday from 8.00 to 16.00).
by phone – 04 5378 510
via email: info@medikoel.com

During Medikoel d.o.o.’s opening hours, we are available for general information, order-related information and collection of ordered products in case you have chosen personal collection.

Frequently asked questions