Returns and Complaints

We strive to provide you with the best products from recognized manufacturers, but we understand that sometimes situations arise where you need to return a product or claim warranty. We will help you resolve any issues with your order.

1. I received a product I did not order

Did you receive an incorrect product that you did not order? We apologize for the inconvenience and kindly ask you to return the product so we can replace it with the ordered item.

2. Material Defect

2.1 When is a defect considered material?

  • When the product does not have the properties required for its normal use or trade,
  • When the product does not have the properties required for the special use for which the customer is purchasing it, which was known or should have been known to the seller,
  • When the product does not have the properties and characteristics that were expressly or tacitly agreed upon or prescribed,
  • When the seller delivered a product that does not match the sample or model, unless the sample or model was shown for informational purposes only.

2.2 How is product suitability verified?

It is verified against another, defect-free product of the same type, as well as against statements from the manufacturer, authorized service provider, or specifications on the product itself.

3. Warranty

The warranty period depends on the product. The warranty becomes valid from the date of sale, which you prove with the invoice. The warranty applies only to the original configuration as stated on the invoice.


3.1 The warranty does not apply in the following cases…?

  • if the warranty period has expired;
  • if visible mechanical damage is present or the customer handled the product carelessly or unprofessionally;
  • due to force majeure, maintenance, etc.;
  • in case of dropping, breaking, spilling, exposure to moisture and temperature, explosion, direct lightning strike, direct electrical energy impact due to ground fault

3.2 Filing a Complaint

Dear customer, if you wish to file a complaint regarding ordered material due to damage or any other reason, we have prepared a complaint form, which you can find at this link.
(The form is in electronic format, which means you do not need to print it and fill it out manually, but simply enter the data in the blank fields, save the document, and send it to us by email.)
We will make every effort to ensure your complaint is handled fairly and as quickly as possible!

3.2.1 Unjustified Complaint

If the complaint proves to be unjustified, the customer will be charged a diagnostic fee of €20 + VAT.

Return at DRM collection point – Ljubljana, Celje, or Sežana.

You can bring the product you wish to return to our collection point. Please also bring the invoice and the completed product return form (Complaint Form), which you can find here.

Return by Mail

If you cannot return the product to our collection point, you can use the option of returning by mail. We recommend using a delivery service that allows package tracking. Prepare the products appropriately for transport (you may use the original DRM d.o.o. packaging or other suitable secure packaging).

If you wish to return an incorrectly delivered product at our expense, please arrange this in advance with our call center staff, who can be reached at +386 (0)5 73 11 908 or by email at prodaja@drm.si.

In case of return by mail, you must do the following:
1. Complete the form for product returns, which is the source of all information we need to process the return.
2. Attach a copy of the invoice for the product you are returning.
3. Restore the product to factory settings, if it is an electronic device that has this option.
4. Prepare the product for transport. Properly protect the product 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 during transport. Do not forget to include the form with the data and a copy of the invoice.
5. Send the products to the following address:
DRM d.o.o.
Orleška cesta 16
6210 Sežana