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.).
Can I place an order over the phone?
Yes, you can also place an order by phone +386 4 537 85 10.
Do you also ship abroad?
Yes, we ship to all countries, only the shipping price is adjusted.
How do I know what is happening with my order?
You will be informed about the progress of the order to the email you provided when placing the order. You will also receive an email from the delivery service with all the information. You can always call us at +386 4 537 85 10 and we will check the status of your order or where the package is located.
Can I return the products if they don’t fit me?
Yes, you have the right to withdraw from the contract within 14 days of receipt of the goods. The time limit starts one day after the date of receipt of the goods. The goods must be undamaged and unused. Please provide your address and bank account details so we can refund your money.
The consumer only has to pay the direct costs of returning the goods when withdrawing from the contract! The cost of returning goods that cannot be returned by post due to their nature is EUR 50.00 (incl. VAT).
I want 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 [email protected]. Lahko nas pokličete ali pa nam pisno pošljete pritožbo na naslov: 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. Nadalje se vse rešuje v okviru zakonskih obvez glede na vrsto pritožbe. S posebno uredbo Evropske unije je po vsej EU mogoče spore v zvezi s spletnimi nakupi reševati prek platforme ODR. Platforma za reševanje sporov je na voljo na naslovu https://ec.europa.eu/consumers/odr/.