Warranty

We strive to provide you with the best products from reputable manufacturers, but if your purchased product does not work as it should, we can help. First, check if your product still has a valid warranty. You can claim the guarantee with an invoice.

1. Direct complaint to an authorized repairer

The fastest way to file a complaint is directly with an authorized repairer. For contacts of authorized service technicians for your product, you can contact us at +386 70 700 802 or at info@jjana.si. You can bring the products to the service in person or send them by post. Some repairmen (mainly for larger white goods) also come to your home and repair the item there.

The authorized repairer is obliged to carry out the warranty repair within 45 days of receiving the goods. If the defects are not rectified within a total period of 45 days from the day the manufacturer, seller or authorized service received a request from the consumer to correct the defects, the manufacturer must replace the goods with identical, new and faultless goods free of charge to the consumer. If the manufacturer or an authorized repairer does not repair or replace the goods with a new one within the time limit specified in the previous paragraph, the consumer may terminate the contract or request a reduction in the purchase price. The transfer of goods under warranty is carried out in accordance with the conditions specified by the manufacturer on the warranty card, and the buyer does not incur any costs.

2. Enforcement of the warranty at the seller

At Trgovina Jana, we will be happy to help you claim your warranty. You can bring the product for which you want to claim the warranty in person or send it by post to our office, and we will make sure that your product reaches an authorized repairer.

1. Fulfill Warranty claim form. In the form, describe in detail the error or problem you have with the product.
2.  Bring the item to our branch or send it by post. If you return the item to our pick-up location, your item will be sent to the complaints department, which is in charge of handling complaints. You will be informed about the further complaint procedure by the complaints department.
   
3. If you are returning the product by mail, first prepare it for transport. Protect the product properly before handing it over to the carrier. You must protect the product with the original packaging or packaging that can protect the product as well as the original packaging to avoid damage in transit. Do not forget to attach the data form and a copy of the invoice.
4. Send the products to:

Jana invest d.o.o.

Kolodvorska cesta 16a

1330 Kočevje

Uveljavljanje garancije

If you want to return the shipment at our expense, you can do so by informing us via e-mail at reklamacije@jjana.si. You must attach a copy of the invoice and the warranty claim form to the email. If possible, in accordance with this agreement, we will send a delivery service to your address, which will pick up the shipment.

Attention: a different method of forwarding (sending) at the expense of Trgovina Jana is not possible. All claims without attached documents will be rejected.

How long does the warranty process take?

The manufacturer or an authorized repairer is obliged to carry out the warranty repair within 45 days of receiving the goods, otherwise, replace the product with another, equivalent and faultless product. If the defects are not rectified within a total period of 45 days from the day the manufacturer, seller or authorized service received a request from the consumer to correct the defects, the manufacturer must replace the goods with identical, new and faultless goods free of charge to the consumer. If the manufacturer or an authorized repairer does not repair or replace the goods with a new one within the period specified in the previous paragraph, the consumer may terminate the contract or request a reduction in the purchase price.

What documents do I need to attach when claiming the warranty?

To carry out the warranty procedure, we need:

• Attach a copy of the invoice.
• Attach duly completed Warranty claim form

In case of warranty claim, do I have to send the item in the original packaging?

In case of returning the product, the buyer must protect the product properly before handing it over to the carrier. The product must be protected by the original packaging or packaging that can protect the product in the same way as the original packaging.

Can I return the item without accessories in the event of a warranty claim?

In case of warranty claim, you must hand over the product to the seller or service center together with all the accessories that you received together with the product, for example: cables, chargers, headphones and the like.

If I only have problems with the product's accessories (cables, chargers, headphones), can I send only the accessories for warranty?

No. In any case, you must send the product with all accessories to the warranty, because only in this way will the service be able to properly check their operation.

How will I receive a repaired product?

If you sent the product directly to an authorized service center for warranty processing, you will only get it returned in the way you agreed with the service technician. If you claimed the warranty through our complaints department, we can return the item to the address you provided when claiming the warranty or, if you so agree, you can pick it up at our office.

What are the conditions for a refund or exchange of an item?

The item is under warranty (does not apply to items that do not have a warranty or that has expired). The item is complete (it has all the parts that the customer received at the time of purchase, this does not include the packaging).