Useful information about

Payments, Delivery, Returns, and Warranty

PAYMENTS

Welcome to the Double Trouble online store, where we offer a variety of convenient payment options to ensure a seamless shopping experience for our valued Slovenian customers. Here's a breakdown of the payment methods available for our Slovenian customers:

  • Cash on Delivery: For those who prefer paying in cash upon delivery, we offer the cash on delivery option. Please note that an additional cost of €1.00 will be applied to this payment method (additional cost charged by our delivery service GLS);
  • Debit/Credit Cards: We accept major debit and credit cards, including Mastercard, Visa, American Express, .... 
  • Advance Invoice (UPN): You can choose to pay via advance invoice (UPN order) to our company's account. 
  • PayPal: Double Trouble online store also supports PayPal, a trusted and widely-used online payment platform that offers both security and convenience.

For our international customers, the same payment methods are available, with the exception of "Cash on Delivery." Unfortunately, "Cash on Delivery" is not an option for international orders.

Please note that a substantial portion of the products in our store are custom-made to meet your unique preferences. For these customized products, payment in advance is required, and you can do so by using your debit/credit card, PayPal, or by transferring the funds to our company's account.

DELIVERY

At Double Trouble, we've established reliable partnerships with GLS and Pošta Slovenije to ensure swift and secure delivery of your shipments. For shipments within Slovenia, we typically rely on GLS, while Pošta Slovenije handles deliveries to other countries. The shipping time varies depending on several factors:

In-Stock Products: If you've ordered a product that is currently in stock (this usually applies to products such as Playdog toys, training leashes, beds, double trouble clothes,...), we're committed to getting it to you as quickly as possible. For Cash on Delivery payments, we'll ship your order on the same day or the following day. If you've chosen other payment methods, your product will be dispatched as soon as we receive the payment. Orders placed during weekends and holidays are promptly shipped on the next business day. The usual delivery time for these orders falls within the 1-3 working day range.

Out-of-Stock Products: If the product you've ordered is not currently in stock, we'll promptly inform you via email or phone, and together, we'll agree on an approximate delivery time.

Custom-Made Products: At Double Trouble, we take pride in crafting custom-made collars and leashes for your pets. For these personalized items, all payment methods are available except for Cash on Delivery, as they are tailored to your specific requirements. Our standard delivery time for these custom-made products is typically one week, possibly a few days longer if there is no personalization involved (such as embroidery of your dog's name). However, the official delivery time for personalized items is two weeks. If you've ordered a personalized product, please allow up to 30 days for delivery. Rest assured, we often complete it well before this time frame, as we are dedicated to delivering the finest custom products designed just for you. Your satisfaction is our top priority at Double Trouble.

 

PERSONAL COLLECTION (Slovenian Customers)

For our valued customers in Slovenia, we are delighted to offer the option of personal collection at two convenient locations. Please note that for personal collection, the only payment method available is in advance. Here are the details for our collection points:

  • Ljubljana Collection Point:

    • Address: Papirniški trg 17, 1260 Ljubljana - Polje
    • Collection Hours: Monday to Friday, from 8:00 AM to 3:00 PM

  • Novo Mesto Collection Point:

    • Address: Qlandia/Supernova Center (specific location details will be provided)
    • Collection Hours: Monday to Friday, after 4:30 PM

These collection points provide you with the flexibility to pick up your orders in person, making it convenient for you to receive your purchases. Kindly note that for personal collection, payment in advance is the sole payment option available, ensuring a seamless and efficient process. 

REFUNDS

In compliance with the Consumer Protection Act (Article 43), you have a 14-day window, beginning from the day you receive the product, to initiate a return if you find the product unsatisfactory. To facilitate this process, kindly contact us via phone or email (info@doubletroubledog.com). The date of your delivery is marked as the starting point for the 14-day return period, which commences when you dispatch the package to the post office.

As per legal requirements, you are not obliged to provide a specific reason for returning the product (withdrawal from the contract). However, we kindly request that you inform us via email, allowing us to better serve you and improve our offerings.

The buyer is responsible for returning the product to the following address:

MEDIJSKE REŠITVE NINA LUZAR S.P.
Dobrava pri Škocjanu 59a
8275 Škocjan
Slovenia

The sole expense associated with returning the goods is the cost of postage.

Please be aware that personalized or customized products are non-returnable or exchangeable. This category includes:

  • Personalized dog collars or leashes with embroidered names or other text
  • Personalized dog collars or leashes with removable patches and embroidered names or other text
  • Customized dog collars or leashes (customization in sizes not listed in our size charts)
  • Customized softshell dog coats (customization in sizes not listed in our size charts)
  • Dog houses and wooden dog stands

In the event of product damage due to negligence or mishandling, the return is not possible. According to the Consumer Protection Act, the buyer must return the item in an undamaged state and in the same quantity, unless the item is destroyed, damaged, lost, or its quantity has decreased through no fault of the buyer.

The consumer is permitted to inspect and test the items to the extent necessary to assess their actual condition but should refrain from using them extensively until withdrawal from the contract.

Upon receiving the notice of withdrawal from the contract, we will refund the purchase price within 14 days. When returning the product, please include the invoice for the product in question, your personal data, and your preferred transaction account for the refunded payment.

WARRANTY AND LIABILITY 

Here's what you need to know about our warranty terms:

Warranty Coverage: We offer a 12-month warranty for all Double Trouble brand products, starting from the date of product delivery to the consumer. During this period, we commit to rectifying, at no cost, any defects resulting from manufacturing or material flaws. If we cannot resolve the issue within 45 calendar days from your request, we'll provide you with a new, identical, flawless product or a refund. 

Proper Maintenance: To ensure the longevity of your product, proper maintenance is essential. Some components may be more sensitive to wear due to their composition.

Warranty Exclusions: Our warranty does not cover damages resulting from improper or negligent use, unauthorized product interventions, mechanical damage, external factors like bites or blows, improper maintenance, regular wear and tear, or unforeseen events.

In particular, but not exclusively, the warranty does not apply in cases of:

  • Mechanical damage (e.g., a bitten collar or leash)
  • Repeated defects due to misuse
  • Incomplete warranty documentation or discrepancies in invoice information
  • Products that have been disassembled, partially repaired with non-original parts, or handled by unauthorized individuals
  • Regular maintenance, consumable parts, or normal product wear and tear are not covered by the warranty.

Enforcing Your Warranty: To claim your warranty, please provide the original invoice issued by the manufacturer or an authorized seller when returning the product to our service center. You can return the product directly to the manufacturer or an authorized dealer. The 45-day repair period begins upon receiving the product for service.

DOUBLE TROUBLE

Medijske rešitve, Nina Luzar s.p.

Škocjan, 15.10.2023