Complaints and returns

Inspection of the shipment upon delivery

We recommend that customers inspect the package upon delivery whenever possible.
If there is any visible damage to the package, we advise not to accept the shipment and to immediately inform the seller.

This provision does not affect the customer’s right to subsequently file a complaint regarding hidden defects or product non-conformity, in accordance with applicable regulations.

Product complaints

If after opening the package you find that the delivered product does not match the ordered item, has a defect, is damaged, or if the invoice information is incorrect, you have the right to submit a complaint.

Complaints can be submitted via email at info@rossen.si or by phone at +386 70 499 736, with mandatory proof of purchase (invoice or order number).

Customers also have the right to complain about hidden defects discovered later, within the legally prescribed period.

Right of withdrawal

The customer has the right to withdraw from the purchase, without stating any reason, within 14 days from the day of receiving the product, in accordance with the Consumer Protection Act.

To exercise the right of withdrawal, a clear statement must be sent via email to info@rossen.si.

Return conditions

Returned products must be:

• unused, undamaged, and unaltered
• in original packaging
• returned within 14 days from sending the withdrawal notice
• accompanied by proof of purchase

Upon receipt, the product condition will be inspected. If the product has been used, damaged, or improperly handled, the refund may be reduced or refused in accordance with the law.

For health and hygiene reasons, cosmetic products that have been unsealed or used after delivery (e.g. opened creams, serums, products with removed protective seals) cannot be returned, except in cases of material defects.

Refunds

The refund will be processed no later than 14 days after receiving the returned product or proof that the product has been sent back.

Return shipping costs are borne by the customer, except in cases of incorrect or defective products.