We Respond Faster to Friendly Questions

Slovensko - Odstop od pogodbe,garancija, neskladnost blaga

We are not the best because we never make mistakes, but because we know how to solve problems in the best possible way when they arise. 

Why shop at Enaa? For more than 25 years, we have received top ratings for friendliness and fast problem resolution. 

We understand that you would like the fastest possible solution. However, remotely – based only on photographs or a phone call – we cannot accurately assess the condition of a product or promise a solution in advance. This is why it is important that you allow us to inspect the product as soon as possible.

To help you as quickly as possible, please follow these instructions and contact us as soon as possible. 

Don't forget the Product Return Form. 

The content on this page is a summary intended to inform customers and does not affect any rights under the Consumer Protection Act or any other legal rights and obligations of the parties involved. 

Nearest Service Center for Warranty Repairs

You may exercise your warranty rights with the warranty provider (manufacturer or importer) and at authorized service centers throughout Slovenia. In most cases, service providers for major household appliances perform repairs at your home. Check with your nearest service center.

Claims Upon Delivery of the Shipment

If you received an incorrect quantity of ordered products compared to the quantity stated on the delivery documents, if the shipment is open or damaged, if the delivered product is broken, destroyed, or in any other similar situation, please notify us immediately. We recommend inspecting the shipment immediately upon delivery and in the presence of the delivery driver. Pay special attention to packages marked GLASS, FRAGILE or similar. Any rattling noise during handling is usually a sign that the contents may be damaged. 
Please document any damage with photographs. Whenever possible, complete a damage report together with the delivery driver and send both the report and photographs to our contact address.

If you return the products you are claiming to our address, please include a copy of the invoice and a properly completed Product Return Form to ensure the fastest possible processing.

Invoice Corrections and Rejections

Please follow the rule: one invoice – one customer. If you purchase both personally and on behalf of your company, you must register twice. You may use the same email address, but the passwords must be different. Individuals who require an invoice issued to a legal entity, as well as legal entities ordering goods for other companies or organizations within their group, are requested to create a separate Enaa account for each customer.

If you are VAT registered, please enter your VAT information in your profile before placing the order.

Please verify all invoice details before submitting your order. 

Subsequent invoice changes are time-consuming and in certain cases impossible. In particular, it is not possible to reject an invoice and request a new invoice issued to another person more than eight (8) days after receipt of the goods. Any justified requests for invoice recipient changes that comply with these rules will be handled by cancelling the original order and issuing a new quotation and invoice to the new recipient.

Warranty and Authorized Service Centers

All products are covered by the importer's or manufacturer's warranty and have guaranteed servicing and spare parts availability in Slovenia. Warranty claims are subject to the warranty terms stated in the warranty certificate supplied with each product. We recommend first contacting your nearest authorized service center, where the entire process can usually be completed quickly and professionally. 

You may exercise warranty rights at authorized service centers by presenting the warranty certificate, invoice and any other documents specified on the invoice. Is your warranty certificate not stamped? Don't worry. In accordance with applicable legislation, a warranty certificate does not need to be stamped by the seller. Our invoice together with the unstamped warranty certificate containing the warranty statement and the identity of the warranty provider is sufficient. 

If you send the product to us, please include a copy of the invoice, the warranty certificate and a properly completed Product Return Form to ensure the fastest possible processing.

A warranty is an obligation by which a company undertakes to repair or replace goods free of charge, refund part of the purchase price or refund the full purchase price if the goods do not have the characteristics stated in the warranty certificate or the relevant advertising message. Special regulations specify which technical products must be covered by a mandatory one-year warranty. For information purposes only, warranties generally do not cover consumables, batteries, Ni-Cd, NiMH and other rechargeable batteries, light bulbs, software, floppy disks, video and audio tapes, fuses, electronic components and similar items. Please note that with LCD displays, not every dead pixel constitutes grounds for a warranty claim. 

The warranty may become void in the following cases:

• improper handling or damage caused by negligence,
• connection to an incorrect voltage or electrical current type,
• improper use, negligent handling, mechanical damage, or defects caused by force majeure events (power surges, lightning strikes, etc.),
• unauthorized intervention, repair or modification by a third party, or where it is established that someone has interfered with the product without our written authorization,
• modifications made to the goods,
• unprofessional installation of additional components or unauthorized wiring of switches, potentiometers, plugs and similar elements,
• use of components that do not originally belong to the product, 
• the warranty does not apply to consumables (batteries, cartridges, toners, paper, etc.) or to data stored on data carriers. 

For most products sold through Enaa, warranty certificates and warranty statements are issued by importers, suppliers or manufacturers. Gambit trade, as the operator and seller through Enaa, issues warranty certificates only for products that we import directly. All warranty providers guarantee at least the following minimum conditions: 

• The warranty is valid within Slovenia for at least the minimum statutory period. During this period, the warranty provider guarantees the characteristics and proper operation of the product when used correctly and in accordance with the supplied instructions.
• The customer exercises warranty rights by presenting the delivery note or invoice, warranty certificate or other documents showing the date of delivery, together with a description of the defect, and submits these together with the product to the warranty provider or an authorized service center. 
• If the product does not meet the specifications or lacks the characteristics stated in the warranty certificate or advertising message, the customer may first request repair of the defect. 
• If the defect is not remedied within a total of 30 days from the date the warranty provider receives the customer's request for repair, the warranty provider must replace the product free of charge with an identical new and faultless product.
• The deadline referred to above may be extended by the shortest period necessary to complete the repair or replacement, but by no more than 15 additional days. The extended period shall take into account the nature and complexity of the goods, the nature and seriousness of the defect, and the effort required to complete the repair or replacement. The customer must be informed of the extension and the reasons for it before expiration of the original deadline.
• If the product is not repaired or replaced within the deadlines specified above, the customer is entitled, upon request, either to a full refund of the purchase price or to an appropriate reduction of the purchase price.
• If the customer requests a proportional reduction of the purchase price, the reduction shall correspond to the decrease in value of the goods received compared to the value the goods would have had if they had been compliant.
• The customer is also entitled to a full refund if the lack of conformity appears within 30 days after delivery of the goods.
• A new warranty certificate must be issued for replacement goods or for any major component replaced with a new one.
• Where possible, the customer has the right to use a comparable product free of charge during the repair period for products covered by a mandatory warranty. If this is not possible, the customer is entitled to compensation for losses resulting from the inability to use the product from the date repair or replacement was requested until completion.
• The warranty provider shall also cover the costs of materials, spare parts, labor, transfer and transportation incurred in remedying defects or replacing the product.
• Paid maintenance services, spare parts and accessories must remain available for at least three years after expiration of the warranty period.
• The warranty does not exclude consumer rights arising from the statutory guarantee of conformity of goods. Consumers have a legal right to assert claims against the seller free of charge in the event of non-conforming goods.
• The warranty statement may not limit any other statutory rights. 

Withdrawal from Contract for Consumers

Natural persons (consumers), more specifically individuals who purchase or use goods and services for purposes outside their professional or commercial activity, have the right, in the case of distance contracts, to withdraw from the contract within 14 days of receiving the goods. Withdrawal may be communicated through the electronic Withdrawal from Contract form, by using the Model Withdrawal Form, or by any other clear and unequivocal statement.

After submitting the electronic Withdrawal from Contract form, we will send confirmation of receipt of the withdrawal to the provided email address without undue delay.

Legal entities wishing to return or exchange purchased products should follow the instructions in the section Other Returns and Complaints further below on this page. 

Consumers may also return purchased products to our address without prior notice, provided they include a clear statement of withdrawal from the contract. Merely sending a product to our address does not constitute withdrawal from the contract. We also require your written and clearly expressed decision to withdraw from the contract. We recommend enclosing the completed Model Withdrawal Form with the returned products.  

If a consumer submits a Withdrawal from Contract, the received goods must be returned to our address at the consumer's expense no later than 14 days after submitting the withdrawal.

In the event of withdrawal from the contract, you are responsible for any diminished value of the goods if the reduction in value results from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. A consumer may inspect and test the goods only to the extent necessary to determine their nature, characteristics and operation, in the same way that would be possible in a physical retail store. We therefore recommend: 

• that products for which you immediately determine that the color, size or another characteristic does not meet your expectations are not fully opened, or not opened at all if possible, 
• that clothing and footwear are tried on while ensuring that all tags, labels and similar markings remain attached.

Withdrawal from the contract is not possible for contracts concerning:

• goods or services whose price depends on fluctuations in financial markets beyond the company's control and which may occur within the withdrawal period;
• goods manufactured according to the consumer's precise instructions or clearly customized to the consumer's personal needs;
• goods that are liable to deteriorate rapidly or expire quickly;
• services that oblige the consumer to make a payment where the company has fully performed the contract and performance began with the consumer's prior express consent and acknowledgment that the right of withdrawal would be lost upon full performance;
• the supply of sealed audio or video recordings and computer software if the consumer has opened the security seal after delivery;
• the supply of newspapers, periodicals or magazines, except for subscription contracts for such publications;
• the supply of sealed goods that are not suitable for return for health protection or hygiene reasons if the seal has been broken or removed after delivery. This generally includes, but is not limited to, food products, dietary supplements, medicines, cosmetics, pet food and similar goods. If the packaging remains unopened and undamaged, the right of withdrawal is preserved;
• the supply of goods which, after delivery, are inseparably mixed with other items due to their nature;
• the supply of alcoholic beverages whose price was agreed upon at the conclusion of the sales contract and whose delivery may take place after 30 days, where the actual value depends on market fluctuations beyond the company's control;
• contracts concluded at public auctions;
• contracts where the consumer expressly requested a visit by the company to perform urgent repair or maintenance work. If, during such a visit, the company provides additional services not expressly requested by the consumer or supplies goods other than spare parts necessary for maintenance or repair, the consumer retains the right of withdrawal regarding those additional services or goods;
• contracts for accommodation other than residential accommodation, transportation of goods, vehicle rental services, catering services or leisure services where the company undertakes to provide the service on a specific date or within a specific period;
• the supply of digital content not supplied on a tangible medium where performance has begun and, where the contract obliges the consumer to make a payment, provided that:
  • the consumer gave prior express consent for performance to begin during the withdrawal period,
  • the consumer acknowledged that they thereby lose the right of withdrawal, and
  • the company provided confirmation in accordance with the applicable provisions of consumer protection legislation.

When sending products to our address, please note that we do not accept shipments sent cash on delivery.

Returned goods will be inspected and your withdrawal request will be processed no later than three business days after receipt of the returned goods at our address.

In the event of withdrawal from the contract, we will refund the purchase price within the statutory period. The refund may be withheld until we receive the returned goods or until you provide proof that the goods have been sent back to our address, whichever occurs first.

If we determine that the value of the goods has diminished, we will provide you with an assessment of that reduction. If you disagree with the assessment, you may submit your own proposal regarding compensation or reject our assessment entirely. If we are unable to reach an agreement or if you are unwilling to compensate for the diminished value of the goods, we will enforce our rights in accordance with applicable legislation. 

Please note: the provisions of this section apply only to consumers.

Non-Conformity of Goods

A consumer who believes that the purchased goods were not in conformity with the contract at the time of purchase, including but not limited to cases where the goods do not correspond to the description, type, quantity, functionality or other characteristics specified in the contract, may notify us of the non-conformity no later than two months after the defect is discovered, and in any event no later than two years from the date of purchase. After one year from delivery, the burden of proving the non-conformity rests with the customer if we do not agree with the customer's claim. 

To determine whether a lack of conformity actually exists and how conformity may be restored, we must first inspect the goods. In practice, the impact of the non-conformity on the functionality and usability of the goods is taken into account. Minor defects that do not significantly affect the use of the product will generally first result in repair or replacement. In such cases, the customer cannot immediately demand replacement or a refund. It is presumed that the non-conformity existed at the time of delivery if it becomes apparent within one year after delivery of the goods, unless we, as the seller, prove otherwise or such presumption is incompatible with the nature of the goods or the nature of the non-conformity. 

To report a non-conformity, please return the product to our address together with a copy of the invoice, the warranty certificate (an unstamped certificate is also valid) and a properly completed Product Return Form, thereby ensuring the fastest possible processing. Please return the product for inspection, repair or replacement in the condition in which you received it. 

Where a lack of conformity is established, a consumer who has notified us of the non-conformity in accordance with the law may: 

• withdraw from the sales contract and request a refund if the non-conformity appears within 30 days of delivery of the goods. In practice, the impact of the non-conformity on the functionality and usability of the goods will also be taken into account; 
• request that conformity of the goods be restored free of charge through repair or replacement;
• request a proportionate reduction of the purchase price or withdraw from the sales contract if we fail to repair or replace the goods in accordance with the law.

Please note: the provisions of this section apply only to consumers. We recommend that legal entities follow the instructions in the sections Warranty and Authorized Service Centers and Other Returns and Complaints.

Gift Vouchers – Withdrawal, Returns and Complaints

When purchasing gift vouchers, you may withdraw from the contract and request a refund only if the gift voucher has not yet been redeemed for a purchase or payment. Please note that if you are dissatisfied with a product or service purchased using a gift voucher, any request for withdrawal, complaint, return or similar claim must be addressed directly to the merchant where the gift voucher was redeemed. In such cases, the merchant's terms and conditions apply, not those published on Enaa. The terms published on Enaa apply only to the purchase of the gift voucher itself.

Other Returns and Complaints

If you receive a shipment that does not include all required documentation, instructions in Slovenian, warranty certificates, cables, promised software on CD, DVD or other media, if invoice details are incorrect, or in any other similar situation, please contact us at our contact address with a description of the issue. We will provide an appropriate explanation, instructions or the missing materials as quickly as possible.

In situations where you cannot withdraw from the contract, claim non-conformity of goods or request a warranty repair, we will review your complaint, return or exchange request individually. 

Unused products in undamaged original packaging, including laptops on which the customer has not installed software, activated software licenses or registered the product with the manufacturer, may usually be accepted for return within two to three days after delivery. The customer bears the costs of return, exchange and restoration to original condition, typically amounting to approximately 20% of the product value, or more if the reduction in value of the returned goods is higher for any reason.  

In such cases, please contact us before returning goods to our address. We recommend including a photograph and a properly completed Product Return Form, selecting and completing item 7. Other.

Alternative Consumer Dispute Resolution

In accordance with the Alternative Dispute Resolution for Consumer Disputes Act, Regulation (EU) No 524/2013 of the European Parliament and of the Council on online dispute resolution for consumer disputes, and the related amendments to Regulation (EC) No 2016/2004 and Directive 2009/22/EC:

• we declare that we do not recognize any provider of alternative consumer dispute resolution as competent to resolve a consumer dispute that a consumer may initiate under the Alternative Dispute Resolution for Consumer Disputes Act;
• we publish a link to the Online Dispute Resolution Platform.