Complaints

 

We wish to make your shopping experience via  www.en.copati.com  as relaxed and carefree as possible. Each buyer is offered consumer protection in accordance with the applicable legislation and regulations.

Replacements:

In deciding which size to choose you can help yourself with our instructions and the Size Guide table. If despite this you have chosen the wrong size, you may return the article by regular post to our address stated below. Please include in the package a written request for a replacement article and do not forget to mention the new size and your address.

Damaged or worn products cannot be replaced with new ones. We also do not accept inappropriately packaged or damaged parcels. Tailor-made products also cannot be replaced with new ones.

If you receive the wrong size or wrong article:

Despite the precise records we keep, it may happen that we pack the wrong article or an article of the wrong size. If this happens, please notify us via infocopati.com@gmail.com and you will be sent a response with further instructions. Thank you for your understanding.

Complaints:

Our products are subject to thorough control both in the production stage and before they are dispatched. Despite this, it might happen that we overlook a defect. If this has happened with a product you have bought, please accept our sincere apologies. If you believe that the defect is so significant that a complaint is in order, pack the defected item appropriately and notify us of the defect via infocopati.com@gmail.com (or to other contacts provided for this purpose). Describe the defect and also mention the number of the invoice that was included in the package. You will receive a response in the shortest possible time.

Please note that we do not accept complaints for defects that are a result of negligent use, mechanical damage, or use that does not comply with the intended use.

Despite a complaint, we would be sorry to lose you as a customer so you can rest reassured we will do our best to resolve the complaint to the satisfaction of all parties.

Complaints about products damaged during transport:

If at the time of accepting the delivery from a courier (postman) you notice the parcel is damaged in a way which could mean the products inside could also be damaged, please do not accept the parcel. To be able to resolve your complaint efficiently, demand that the courier (postman) draw up a report. We will consider complaints for products damaged during transport up to seven (7) days after receipt of the goods.

Returns:

If you are not completely satisfied with your products or if you wish to cancel your order, you may do so within 14 days of the date on which you received the parcel. After you have notified us of your order cancellation, you have 30 days to return the product(s), and we will refund the entire purchase price. For this purpose, please send us your details (address, telephone number, number of your bank account) and we will refund the amount to the account indicated within 5 days of the receipt of the returned goods. Please provide us with complete details for payment otherwise we will not be able to refund you.

The cost of delivery for returning the goods shall be borne by the buyer. Goods to be returned must be free of any damage, signs of use, and an invoice shall be included in the parcel together with the goods. In the event of inappropriate or negligent use or mechanical damage we will reject the return. We do not accept cash on delivery.

Address for returns: IKONTO d.o.o., Tekavčeva cesta 15, 3325 Šoštanj E-mail: infocopati.com@gmail.com

Any complaint or return is possible only with an invoice or any other proof of purchase via our online store (copati.com). We reserve the right to inspect the product before resolving your complaint. If you do not receive any response from us within a few days of sending your complaint, this is not because we are refusing to fulfill our obligations. It is possible that due to an error in communication technology we did not receive your complaint or that the parcel got lost on its way to us. If this happens, you are kindly asked to send us a reminder.

Thank you.

You can communicate with us in either Slovene or in English.

IKONTO d.o.o.