Terms & ConditionsPrivacy PolicyCookie PolicyWithdrawal / Returns

Right of Withdrawal & Returns
1. Standard products

Consumers purchasing standard products online generally have the right to withdraw from the purchase contract within 14 days without stating a reason.

The withdrawal period begins on the day the consumer, or a third party designated by the consumer other than the carrier, receives the goods.

2. How to exercise the right of withdrawal

To withdraw from the contract, please notify us clearly before the expiry of the 14-day period.

Send your notification to:

KETNA d.o.o.
Slovenia
E-mail: info@ketna.pro

Please include:

your name
order number
product
date of purchase
statement that you wish to withdraw from the contract

You may use the following wording:

I hereby notify you that I withdraw from the purchase contract for the following goods: .
Order number: [number]
Ordered on / received on: [date]
Name: [name]
Address: [address]
Date: [date]

3. Returning the product

After notifying us of your withdrawal, the goods must be returned without undue delay and no later than 14 days after notification of the withdrawal.

Return address:

Slovenia

Unless otherwise agreed, the customer bears the direct cost of returning the goods.

For large or heavy items such as table bases, return shipping can be substantial. EU rules require the customer to be informed in advance where they are expected to bear return costs, and for goods that cannot normally be returned by post, an estimate of the return cost should be provided before purchase.

For KETNA, I would therefore add a concrete sentence once you know your carriers:

Estimated return shipping cost for large table bases within [region] is approximately €[XX–XX], depending on size, weight and destination.

4. Refunds

Once a valid withdrawal has been exercised, we will refund payments received from the customer within 14 days of being informed of the withdrawal.

We may withhold the refund until the returned goods have been received or until the customer provides evidence that the goods have been sent back.

Refunds are normally issued using the same payment method used for the original transaction.

The cost of standard outbound delivery is refunded where legally required. Additional costs resulting from the customer choosing a more expensive delivery option than the standard delivery offered do not have to be refunded.

5. Condition of returned goods

Customers may inspect goods to the extent necessary to determine their nature, characteristics and functioning.

The customer may be responsible for any diminished value resulting from handling beyond what would normally be permitted when examining the goods in a physical store.

6. Custom-made and personalised products

The statutory right of withdrawal does not normally apply to goods made according to the customer’s specifications or clearly personalised.

This is particularly relevant to KETNA products manufactured with customer-selected:

dimensions
height
width
mounting configuration
custom colour
custom finish
other individually specified characteristics

Where a product is considered custom-made, this will be clearly stated before the customer places the order.

This exclusion does not affect the customer’s rights if the product is defective or does not conform to what was agreed.

7. Damaged or non-conforming products

If the product arrives damaged, defective or does not match the agreed specifications, please contact us as soon as possible:

info@ketna.pro

Please include photographs and your order number.

The statutory conformity rights are separate from the right of withdrawal.