Complaint procedure

COMPLAINT PROCEDURE

Procedure for asserting complaints and warranty rights

1. General

The Complaint Procedure is an integral part of the GTC and governs the assertion of customer rights in cases of non-conformity, warranty rights and delivery defects.

2. Inspection on delivery

Customers are advised to inspect the goods immediately upon delivery (packaging, completeness, conformity with the order). For visible packaging damage, the Customer should request a damage report from the carrier.

B2B customers must notify obvious defects immediately upon delivery and hidden defects immediately upon discovery, at the latest within six months of delivery (Articles 461–462 OZ).

3. Customised goods

For customised goods (in particular keyboards with imprinting), the Provider as a rule does not send a proof for the Customer’s approval. Production is based on the product configuration designed by the Customer in the online configurator and confirmed by placing the order. By placing the order, the Customer confirms the correctness of content, layout, colours, characters and function labels, as well as the IP warranties under Article 11 GTC.

After placing the order, the Customer cannot assert a lack of conformity resulting from the configuration the Customer selected and confirmed in the configurator. Complaints regarding customised goods are limited to manufacturing defects and cases where the goods delivered deviate from the configuration confirmed with the order (e.g. misprints, wrong layout of labels, poor print quality, uneven layout, mechanical or other production defects for which the Provider is liable). Statutory conformity rights and the warranty of faultless operation remain unaffected.

4. How to file a complaint

•       by e-mail to keyboardshop@tipro.si;

•       by post to the Provider's business address;

•       via the online complaint form (if available);

•       in person at the Provider's premises.

5. Content of the complaint

1.    Customer details (name, address, contact);

2.    order/invoice number;

3.    description of the defect;

4.    photographs or video evidence;

5.    copy of invoice or proof of purchase;

6.    warranty card if relevant;

7.    desired remedy.

6. Handling of the complaint

6.1 Acknowledgment

Within 8 days of receipt.

6.2 Technical inspection

By the Provider or an authorised service centre. Inspection costs are borne by the Provider for justified complaints; for unjustified ones, reasonable costs may be charged to the Customer.

6.3 Provider's response

•       Where the existence of a lack of conformity is disputed, the Provider informs the Customer in writing within eight days of receipt of the complaint (Article 85 ZVPot-1); otherwise the Provider responds within a reasonable time, no later than 30 days from receipt.

7. Consumer remedies

Under Articles 81 to 83 ZVPot-1: (i) bringing into conformity (repair or replacement), (ii) proportionate price reduction, (iii) termination of the contract under statutory conditions.

8. Manufacturer's warranty

The Provider, as manufacturer, grants a warranty of faultless operation of 36 months from handover of the goods, under the conditions of the warranty card and Article 17 of the GTC. Warranty rights are additional to the statutory rights regarding conformity and do not limit them.

9. Shipping costs

The Customer sends or delivers the goods subject to the complaint or warranty claim to the Provider’s registered office.

For justified complaints, the costs of postage, transfer and transport of the goods are borne by the Provider, including where the complaint is made under the warranty. For unjustified complaints, the costs are borne by the Customer and may be charged in a reasonable amount after the Customer has been informed of the outcome of the technical inspection.

10. Disputes

The parties shall seek an amicable resolution. The European Commission’s ODR platform was discontinued on 20 July 2025, so consumers may bring the dispute before the competent court; a list of out-of-court dispute resolution bodies in the Member States is published by the European Commission.