General Terms and Conditions


General Terms and Conditions:

Company information:

Company name: SILVAPRODUKT d.o.o.,

Company address: Dolenjska cesta 42, 1000 Ljubljana

Registration number: 5041716000

VAT number: SI 73253782

E-mail address:

Tel. No: +386 1 280 05 71

The company was registered with the court register of the District Court in Ljubljana, on 28 February 1974, under registration number: 1/00035/00.


The General Terms and Conditions are drawn up in accordance with the consumer protection regulations, based on the recommendations of the Slovenian Chamber of Commerce and Industry and the international codes for online and electronic commerce. The online shop (hereinafter referred to as the “Online Shop”) is operated by SILVAPRODUKT d.o.o., Dolenjska cesta 42, 1000 Ljubljana, a provider of electronic commerce services (hereinafter referred to as the “Merchant”).

By registering in the online shop, the visitor acquires a username identical to his/her e-mail address and a password set by the user. The username and password unambiguously identify and link the user to the data entered. By registering, the visitor confirms and warrants that he or she is a person of full legal age and legal capacity. By registering, the visitor becomes a user and also acquires the right to purchase. By purchasing a product, the user becomes a customer.

These General Terms and Conditions define the operation of the online shop, the rights and obligations of the visitor, the user and the customer, and the business relationship between the Merchant and the user as a purchaser of the products offered in the online shop.

  1. Information accessibility

The Merchant undertakes to make the following information available to the User at all times:

  • the identity details of the Merchant (name and registered office of the company);
  • contact details enabling the User to communicate quickly and efficiently with the Merchant (e-mail address, telephone, etc.);
  • information on the essential features of the products or services offered by the online shop, including after-sales services and any warranties;
  • information on the availability of the products or services offered by the online shop;
  • the method and conditions of delivery of the products or performance of the services, in particular the place and time of delivery;
  • information on the method of payment;
  • information on the temporal validity of the offer from the online shop;
  • information on the period within which it is still possible to withdraw from the contract and the conditions for withdrawal;
  • information on the possibility of returning products and if and how much such return costs the user;
  • information on the User’s complaint procedure and the contact details of the Merchant’s contact person for contact with Users.
  1. Product offer, delivery time and acceptance

Due to the nature of doing business online, the product range in the online shop changes and is updated frequently and quickly.

The delivery time for products in stock is up to 7 working days for delivery addresses in Slovenia, unless the delivery service delivers to the individual delivery address later. For other products, the delivery time for delivery addresses in Slovenia indicated next to the product in the online shop applies. If, in individual cases, the delivery date is not indicated on the product, the Merchant will inform the Customer of this by message or inform the Customer that the ordered product cannot be delivered.

When placing a purchase order, the User may specify one of the following methods for accepting the products:

  • free of charge personal pickup at SILVAPRODUKT d.o.o., Dolenjska cesta 42, 1000 Ljubljana during office hours;
  • paid delivery to the address of the Customer’s choice. Delivery is charged according to the value of the purchase and the weight of the shipment; the delivery price is published on the website and is available to the Customer during the online shopping process;
  • the current price list for parcel delivery is published on the website and is subject to change with changes in the price list of the contracted delivery provider.
  1. Payment methods

The Merchant provides the following payment methods for the purchase of products from the online shop:

  • via PayPal account.
  • via debit and credit cards (Visa, Mastercard, Maestro, American Express).
  • Cash on delivery – you pay to the delivery service provider upon delivery.

When paying for goods or services on delivery, the delivery fee is not charged to the delivery service provider and is included in the sales order for the goods or services.

  1. Prices

The online price applies to all registered users of the Merchant’s online shop. Surcharges may apply to the online price depending on the payment method chosen.

All prices in the online shop are quoted in euros and include VAT, unless explicitly stated otherwise. All prices in the online shop are the prices of the products and do not include delivery charges. All prices are valid only for electronic ordering of products via the online shop.

All prices are valid at the time of order placement and have no predefined validity and are therefore valid only until changed from time to time. Despite the Merchant’s best efforts to provide the most up-to-date and accurate information, it is possible that the price information may be incorrect. In the case referred to in the preceding sentence and in the event that the price of the product changes during the processing of the order, i.e., from the moment of placing the order until the order is confirmed, the Merchant shall:

  • notify the User (Customer) of the new prices, in which case the User (Customer) shall have the option of modifying or cancelling his/her order, in whole or in part, or confirming the order at the new prices, all at no additional cost; or
  • allow the User (Customer) to withdraw from the purchase and, at the same time, offer a mutually beneficial and satisfactory solution.
  1. Purchase procedure

6.1. Technical steps leading to the conclusion of a sales contract

The following technical steps are available to the User (Customer) during the purchase process:

  • logging in to the online shop using an email address or a user password if the User (Customer) has previously created a user account;
  • search for a specific product in the product offer of the online shop;
  • selecting a product for purchase;
  • adding the selected product for purchase to the cart;
  • selecting the size of the packaging for purchase in the cart;
  • specify the quantity of a product to be purchased in the cart;
  • view the price of the selected product in the selected quantity, including the tax charged, if applicable;
  • selecting the method of delivery of the product;
  • selecting the delivery address of the product;
  • selecting the payment method;
  • review of the order with the selected method of delivery of the product and the delivery charges, if any; and
  • confirmation and submission of the order, thereby completing the purchase.

6.2. Technological means to identify and correct errors before placing an order

Before placing an order, the User (Customer) is enabled via a graphical user interface with immediate effect, easily and hassle-free to:

  • see and review which products he/she has selected and added to the cart;
  • see and review the price of each product and the total price of the total quantity of each product or purchase selected;
  • modify the selected quantity of each product and calculate the new price of the modified quantity;
  • remove the selected products that he/she does not wish to purchase from the cart; and
  • calculate the corresponding tax, according to the tax rate applicable to the selected product and its price (tax base).

Before confirming the order, the User (Customer) is given the opportunity via a graphical user interface with immediate effect, easily and hassle-free to:

  • change the chosen method of delivery of the product;
  • change the selected payment method; and
  • review and confirm individual changes.

6.3. Order accepted

After placing an order, the User (Customer) receives an e-mail from the Merchant informing him/her that the order has been accepted. Within 1 hour of receipt of this notification, the User (Customer) has the option to cancel the order without any consequences. Except for the cancellation option, the User (Customer) cannot change the content of the order after placing the order. The User (Customer) shall have at all times available in his/her profile on the Merchant’s website comprehensive information on the status and content of each order.

6.4. Order confirmed

If the User (Customer) does not cancel the order, the order will be processed further. Upon receipt, the Merchant will review the order, check the deliverability of the products ordered and confirm or reject the order with a reason. The Merchant may also contact the User (Customer) by telephone at the contact telephone number provided to verify the information or to ensure the accuracy of the delivery. Upon confirmation of the order, the Merchant shall inform the User (Customer) by e-mail of the estimated delivery date. At this stage, the purchase contract for the purchase of the ordered products between the User (Customer) and the Merchant is irrevocably concluded.

6.5. Goods shipped

The Merchant prepares and dispatches the ordered products within the agreed time limit and notifies the User (Customer) by email. In the e-mail referred to in the preceding sentence, the Merchant shall also inform the User (Customer) of the return policy and the contact persons in case of complaint or delay in delivery.

  1. Purchase Agreement

The Merchant shall issue an invoice to the User who purchases a product from the online shop (in writing upon delivery/collection of the package, or sent electronically to the User’s online mailbox), itemising the costs and explaining the right to withdraw from the purchase by returning the purchased product, if necessary and possible. The Purchase Agreement in the form of a Purchase Order is stored electronically on the Merchant’s server and is accessible to the User (Customer) at any time in his/her user profile. The Purchase Agreement shall be concluded in Slovenian.

The Purchase Agreement between the Merchant and the User (Customer) is concluded at the moment the Merchant confirms the order. From that moment on, all prices and other conditions of purchase are fixed and apply to both the Merchant and the User (Customer).

  1. Right of withdrawal, return of products

The provisions set out in Article 8 below apply to Users (Customers) who are natural persons, namely:

  • The user (Customer) shall have the right to notify the Merchant within 14 days from the date of receipt of the ordered products to the contact e-mail address: that he/she withdraws from the Purchase Agreement, without being required to state the reason for such a decision. In the case of return of goods, it is a mandatory condition that the user (Customer) completes the withdrawal form.
  • In case of return, please provide us with your personal data, current bank account number and a copy of the invoice. The cost of the return is free of charge for the Customer.
  • Purchased products must be returned to the Merchant no later than 14 days from the date of the cancellation notice. Purchased products shall be returned to the Merchant by registered mail undamaged, unused, originally sealed in their original packaging and in unchanged quantity, unless the products are destroyed, damaged, lost or reduced in quantity without any fault on the part of the User (Customer). If the postal package in which the User (Customer) received the Products ordered is physically damaged, missing contents or shows signs of opening, the User (Customer) shall initiate the complaint procedure with the delivery service.
  • You can also return the product in person at SILVAPRODUKT d.o.o., Dolenjska cesta 42, 1000 Ljubljana.
  • For returned products, the Merchant shall refund the amount paid or the gift voucher redeemed to the User (Customer) as soon as possible, but at the latest within 14 days of receipt of the withdrawal notification; any promotional codes and other discounts redeemed shall not be refunded to the User (Customer). The refund shall be made by the same means of payment as used by the consumer. The redeemed gift voucher shall be returned by the Merchant in the form of a credit note.
  1. Delivery

The Merchant will deliver the ordered products to the User (Customer) within the agreed timeframe. The Merchant has contracted an external delivery service for the delivery of the goods. The Merchant reserves the right to choose another delivery service if this will enable the Merchant to fulfil the order more efficiently.

In the case of acceptance of products by payment on delivery, the Customer shall also pay the postage costs, in which case the delivery agent’s commission shall not be charged additionally and shall be included in the purchase order for the goods or services.

  1. Security

The Merchant shall use appropriate technological and organisational means to protect the transmission and storage of personal data and payments. For these purposes, the Merchant uses a 128-bit SSL certificate issued by an organisation authorised for this purpose.

Secure credit card authorisations and transactions are handled by Credit card – Stripe Payments. Credit card authorisations are carried out in real time with instant verification of data with banks. Card data is not stored on the Merchant’s server.

The User is also responsible for his/her own security by ensuring that his/her username and password are secure and that his/her computer is properly protected by software and anti-virus.

  1. Protection of children

The Merchant shall not accept orders from someone it knows or suspects to be a child in the Online Shop without the express permission of the child’s parents or guardians. The Merchant shall not offer free access to products or services in the Online Shop that are harmful to children.

The Merchant will not accept any personal data concerning children without the express permission of their parents or guardians, nor will the Merchant disclose any data accepted from children to any third party other than their parents or guardians.

Any communication to children will be age appropriate and will not exploit children’s confidentiality, lack of experience or sense of loyalty.

  1. Privacy Policy

The Privacy Policy is also part of these General Terms and Conditions and is available on page 1 of the Merchant website.

  1. User reviews and product ratings

Product reviews, comments and ratings provided by users or visitors are part of the functionality of the online shop and are intended for the user community.

The Merchant is not responsible for the content of the opinions, comments and product reviews provided by users or visitors. The Merchant shall review opinions, comments and reviews before publication and shall reject those that are manifestly untrue, misleading, offensive, obscene or, in the Merchant’s opinion, do not provide any benefit to other users or visitors to the online shop. The Merchant is not responsible for the information contained in reviews, comments and ratings and disclaims any liability arising from such information.

By submitting an opinion, comment or review, the User or visitor expressly agrees to the Terms of Use and authorises the Merchant to publish part or all of the text in any electronic or other media. The Merchant shall have the right to use the content of the opinion, comment or review for an unlimited period of time and for any purpose in the Merchant’s commercial interest, including publication in advertisements or other marketing communications. The author of the opinion, comment or review also represents and warrants that he/she is the owner of the material and moral copyrights in the opinions, comments or reviews written and that he/she assigns these rights to the Merchant free of charge, non-exclusively and in perpetuity.

  1. Liability

The Merchant shall use its best endeavours to ensure that the information published in its online shop is up-to-date and correct, but the characteristics of the products, the delivery date or the price may change so rapidly that the Merchant is unable to correct the information published in its online shop in a timely manner. In such a case, the Merchant will inform the User (Customer) of the changes and give the User the opportunity to withdraw from the order or to modify the order.

From the moment of delivery of the shipment of the ordered products to the post office, the Merchant shall not be held liable for cases of physical damage, destruction or loss of the shipment, nor if the contents of the shipment are missing or if the shipment shows signs of opening. In these cases, the User (Customer) must initiate the complaint procedure with the delivery service. In the event of damage to the parcel, he/she shall do so by bringing the parcel to the nearest delivery service unit, in the same condition as received, without adding or removing anything, and completing a claim report. The Merchant will work with the delivery service to ensure that the complaint is resolved as quickly as possible.

  1. Complaints, disputes and application of the law

The Merchant complies with the applicable consumer protection laws. The Merchant has an effective complaints management system in place and has a designated person who can be contacted by phone or email in case of problems. In case of problems, the User (Customer) may contact the following telephone number: 01 280 05 71 for assistance. The User (Customer) can send a complaint to the following e-mail address: The complaint procedure is confidential.

The Merchant will acknowledge receipt of the complaint within five working days and inform the User (Customer) how long it will take to process the complaint and keep the User (Customer) informed of the progress of the complaint. The Merchant will use its best endeavours to resolve any disputes amicably. If no amicable settlement is reached, the local court of law in Ljubljana shall be competent to settle all disputes between the Merchant and the User (Customer). The Merchant and the User (Customer), as participants in electronic commerce, mutually acknowledge the validity of the electronic messages in court.

These General Terms and Conditions and all disputes between the Merchant and the User (Customer) shall be governed by the substantive and procedural law of Slovenia, without the application of rules of private international law which would indicate the application of any other law.

The provisions of the Code of Obligations, the Act on Electronic Commerce on the Market, the Personal Data Protection Act and the Consumer Protection Act shall apply mutatis mutandis to all relationships and rights and obligations not governed by these General Terms and Conditions.

Electronic link to the SRPS online consumer dispute resolution platform:

  1. Material defects

At SILVAPRODUKT d.o.o., we strive to provide you with the best products of the highest quality. If, however, the item you have purchased has a defect that makes it impossible or difficult to use, we can help you. You can claim a material defect if you believe that an item does not have the characteristics necessary for its normal use.

Cases of material defects:

  • the item does not have the characteristics necessary for its normal use or circulation;
  • the item does not have the characteristics necessary for the particular use for which the customer is buying it;
  • the item lacks the characteristics and qualities which were expressly or tacitly agreed or stipulated;
  • the seller has delivered an article which does not correspond to a sample or model, unless the sample or model has been shown only for the purpose of notification.

How to check the suitability of an item?

It is checked against other, faultless items of the same type, as well as against statements made by the manufacturer, the authorised repairer or on the item itself.

Claiming a material defect with the seller.

You can bring or send the item for which you wish to claim a material defect to our offices or to our collection point at SILVAPRODUKT d.o.o., Dolenjska cesta 42, 1000 Ljubljana.

You can bring or send the item for which you wish to claim a material defect to our offices or to our collection point at SILVAPRODUKT d.o.o., Dolenjska cesta 42, 1000 Ljubljana.

If you are returning the item by post, please prepare it for transport first – protect it properly to avoid damage in transit.

You are required to return the item in its original packaging.

In addition to the item, you must also fill in a material defect claim form, detailing the defect or problem you are having with the item, in order for the material defect to be dealt with.

The invoice or a copy of the invoice shall also be attached to the material defect claim form.

  1. Amendments to the General Terms and Conditions

The Merchant may, in the event of amendments to the regulations governing the operation of online shops, data protection and other areas relating to the operation of the Merchant’s online shop or in the event of changes to its own business policy, amend and/or supplement the General Terms and Conditions, which it will inform users of in an appropriate manner, in particular by notifying them via the website. Any amendments and/or supplements to the General Terms and Conditions shall come into force and apply at the end of an eight-day period from the date of publication of the amendments and/or supplements. If a change and/or amendment to the General Terms and Conditions is necessary to comply with the regulations, these changes and/or amendments may exceptionally enter into force and application within a shorter period of time.

A User who does not accept the amendments and/or supplements to these General Terms and Conditions shall cancel his/her registration within eight days of the publication of the notice of the amendment and/or supplement to the General Terms and Conditions, otherwise, after the expiry of this period, the User shall be deemed to have accepted the amendments and/or supplements to the General Terms and Conditions, and no evidence to the contrary shall be admissible. Cancellation of registration shall be made by the User notifying the Merchant of the cancellation by written statement.

We wish you many pleasant and advantageous purchases in our online shop!