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The buyer, who is a consumer, can withdraw from the contract without giving a reason within 14 days of receiving the product and return the product. to assert the right of withdrawal, the sample withdrawal statement found HERE can be used, or the buyer can submit his own withdrawal statement, from which it is explicitly stated that he is withdrawing from the contract with the specified order number. The withdrawal statement is considered timely if it is sent within the deadline set for withdrawing from the contract.

The buyer declares withdrawal from the contract:

via the email address with a statement from which it is explicitly stated that he withdraws from the contract (indicating the order number); whereby the trader confirms receipt of the notice of withdrawal from the contract to the buyer’s email address (“withdrawal received”);

by post to the address POLIS PROJEKT D.O.O., Trg revolucije 4, 2000 Maribor – by completing and signing the resignation letter; the date when the letter is dated by the postal service provider is considered the date of withdrawal from the contract;

to any branch of POLIS PROJEKT D.O.O. – the Nes store. The date of withdrawal from the contract is the date of receipt of the withdrawal statement by the branch office.

The return of the product to the merchant’s office within the withdrawal period is considered a declaration of withdrawal from the contract.

Product return

The buyer is obliged to return the product within 14 days from the day of withdrawal from the contract, either:

with delivery by mail to POLIS PROJEKT D.O.O. Puhova 21, 2250 Ptuj. The buyer bears all costs of returning the goods. The buyer is considered to have returned the goods on time if they are sent before the expiry of the 14 day return period. The date on which the mail is dated by the postal service provider is considered as the date of dispatch. in person by submission to POLIS PROJEKT D.O.O.

The buyer is obliged to return the product unused, undamaged and in the original and undamaged packaging and in the same quantity. The buyer may inspect and test the received product only to the extent that is absolutely necessary to determine the actual condition (nature, properties, operation of the product) and as is usually the case in stores. Any testing that deviates from the above is considered to be a use of the product, which means that the buyer thereby loses the right to withdraw from the contract. If the subject of the return is a product purchased as a set, all pieces of the set must be returned. The return of individual pieces of the set is not permitted.


The purchase price will be refunded within 14 days of receiving the notice of withdrawal from the contract and subject to the return of the products. The merchant reserves the right to withhold the refund of the received payment until he receives the returned products or until the buyer provides proof that he sent the products back to the provider. The merchant returns the received payments to the buyer with the same means of payment that he used, unless the consumer has expressly requested the use of another means of payment and the buyer does not incur any costs as a result. Specifics regarding refunds If a discount in any form (e-coupon, promotional code, etc.) was redeemed when purchasing products, the paid amount of the purchase price will be returned, but not the part of the amount that resulted from the discount.


The buyer can complain about the product directly upon collection (by the driver of the delivery truck) or at the branch office, if the product does not have the properties that the provider expressly promised, if the wrong products are sent or in the wrong quantity, color or otherwise deviate from the buyer’s order.

When a complaint is made, a complaint record is written. The customer’s findings and the requested right of choice regarding the resolution of the complaint are recorded on the complaint record. The buyer has the right to choose a solution, his request (exchange of goods, credit or refund) is recorded on the complaint record. The complaint record is written in two copies, one copy is forwarded to the buyer.

Subsequent complaints regarding the product are treated as the assertion of warranty claims from the title of warranty or material defects and are addressed by the buyer to the provider via:

  • e-mail to,
  • by calling +386 (0) 70 641 404,
  • with a written statement sent by post to the address of the provider POLIS PROJEKT D.O.O., Puhova 21, 2250 Ptuj

If the claims are justified, the buyer is entitled to reimbursement of reasonable shipping costs according to the publicly published tariffs of carriers that offer services to the public, or Pošte Slovenije d.d.

Factual errors

The provider is responsible for material defects of the products.

The error is real:

if the product does not have the properties necessary for its normal use;

if the product does not have properties that are necessary for the specific use for which the buyer is buying it, but which the provider was aware of or should have been aware of;

if the product does not have the properties and features that were expressly or tacitly agreed or prescribed;

if the tenderer has delivered a product that does not match the sample or model, unless the sample or model has been shown for notification purposes only.

The suitability of the product for normal use is checked against ordinary goods of the same type and taking into account the trader’s declarations about the characteristics of the goods, which were given by the trader or the manufacturer through advertising, product presentation or by indications on the product.

If the product has an actual defect, the buyer must inform the provider in writing about the defect, describe the defect in detail and allow the provider to inspect the product.

Liability for material defects of the trader is not given in cases arising from the buyer’s (or third party’s) sphere, and in particular arising from improper use, mechanical damage or unauthorized interventions (repairs).

The buyer can report the actual error in the branches of Polis projekt d.o.o. in Slovenia or send an e-mail to and attach a justification for asserting a material error and enable product inspection. In the case of sending the goods by post, the shipping costs are borne by the buyer. If the physical defect is justified, the buyer will be reimbursed for the shipping costs in addition to the purchase price. The buyer will be informed about the solution within 8 days of receiving the goods at the branch.

The provisions of the Code of Obligations and/or the law governing consumer protection apply to the legal relationship of the parties in relation to material defects.

Collection of products

The buyer is obliged to pick up the products that he returned to the dealer due to a valid complaint, material defect or warranty at the delivery address or in the branch office within 7 days of receiving the notification.


Due to the nature of business on the world wide web, the product range through STI is updated and changed frequently and quickly. The trader strives to provide clear and thorough information to present the basic characteristics (properties) of the products for sale. It also reserves the right to change information without special prior warning.

Images (photographs) of products published in STI are symbolic. Any differences between the picture and the actual product (color deviations, etc.) do not affect the specification of the product itself.

The provider undertakes to provide accurate information on the price of the products. In the event that the price of the product changes during shipping or order submission and receipt or by confirming the order in the provider’s information system, the buyer (regardless of whether he is a consumer) is allowed to withdraw from the contract (purchase) under the conditions set out in the paragraph WITHDRAWAL FROM THE CONTRACT SPP.

The provider is not responsible for occasional non-functioning of the STI.

STI does not apply to sales activities carried out in the provider’s branches (retail outlets), such as, but not exclusively, special discounts for club members, special campaigns such as 3 for 2, redemption of printed coupons with discounts, etc