General Terms And Conditions

General terms and conditions of Double Trouble online store have been compiled in accordance with Slovenian legislation. 

The owner and operator of the Double Trouble online store available at (hereinafter: the “online store” or “website”), is managed by Medijske rešitve, Nina Luzar s.p., Dobrava pri Škocjanu 59a, 8275 Škocjan, Slovenija (hereinafter: “Double Trouble” or “provider”), which is also an online store service provider.

These general terms and conditions determine the operation of the Double Trouble online store, the rights and obligations of the customer and the provider, and regulate the business relationship between the provider and the customer. The customer is bound by the general terms and conditions that are in force at the time of purchase (online order). When placing an order, the customer is always reminded of the general terms and conditions and confirms his acquaintance with them by placing an order. By using this online store, the customer confirms that he/she is 15 years of age or older, or if he/she is under 15 years of age, that he has received the consent of his parents or guardian to agree to these general terms and conditions (hereinafter: “general terms”).

Double Trouble reserves the right to change the general terms. All changes to the general terms will be published on the website and will take effect at the time of publication or later, after a certain period, if so stated. Double Trouble will ensure that notice of changes to the general terms is clearly visible on the website.

Agreeing to these general terms in full is a condition of being able to use the services provided by Double Trouble through the website. If you do not agree with these general terms, you are obliged to stop using our services immediately. The same applies if you do not agree to subsequent changes to the general terms. 

  1. Our information

Name of the Company: Medijske rešitve, Nina Luzar s.p.

Address: Dobrava pri Škocjanu 59a, 8275 Škocjan

VAT number: 35122439

Register number: 8593272000


Business bank account: SI56 3400 0101 6865 041, Banka Sparkasse d.d.

Entered in the register at: Ajpes Novo mesto

Date of entry:  3.2.2020

  1. Definitions:
  • User: is a person who uses the website and the online store that operates on this website (hereinafter: “user” or “you”). 
  • Member:  is a user who registers on the provider’s website.
  • Guest: is a user who does not register on the provider’s website. 
  • Customer: is a person who uses the provider’s website and makes purchases in the Double Trouble online store.
  • The Double Trouble online store: is an information system intended for the presentation and sale of products. 
  1. Use of the website

The use of the website is conditioned by these general terms, including the applicable regulations of the Republic of Slovenia. By using the website, each user:

  • expressly agrees with the general terms;
  • undertakes to use the website in a lawful manner;
  • undertakes not to use the service for the purpose of publishing or promoting any content and / or advertisement that is contrary to applicable law and public order and morals;
  • is responsible for complying with the applicable regulations of the Republic of Slovenia relating to the use of the website;
  • agrees not to use the Service for commercial, illegal or any purposes other than those set out in these general terms;
  • will not distribute copyrighted content or content owned by another legal or natural person; 
  • will not attempt to obtain, collect and / or store the personal data of other users;
  • will not in any way copy, store or transmit all or part of the content of the website, will not use computer codes, malicious programs or anything that could interfere with, disable or harm this service, service provider or its software and hardware, route provider and telecommunications devices.
  1. Registration 

By registering on the website you become a member of Double Trouble dog mailing list. Both registered members and guests who make a quick purchase and do not need to register before making a purchase have the right to purchase in the Double Trouble online store.

Upon registration in mailing list, the user enters his  e-mail address to which they receive confirmation on e-mail. 

  1. Purchase process

a) Shopping bag

Product selection: Select a chosen product in the online store and product characteristics (e.g. size, colour etc.) and click on the “Add to cart” button. A notification pops up and informs you that the product has been successfully added to the cart. 

To complete the purchase, click the “Checkout” button and the system will take you to the checkout page, where you fill in all the necessary information. 

Under the section “Your order” you can view the quantity, type, size and price of products that you have in your shopping cart and that you will buy by clicking the button “Place order”.

Removing the product from the shopping bag: To remove a product from the shopping bag you have to click a shopping cart icon in the upper right corner of the website. After clicking on the icon you will see the products you added to the shopping bag while browsing the online store. 

To remove a specific product from the shopping bag, click on the shopping cart icon and click on x icon by the product in the shopping bag or change the product quantity by clicking on “-” to set the product quantity to 0 and click on the ''update cart'' button.

b) Checkout

To complete the order, you must click the “Checkout” button in the cart and fill in all the required fields.

Delivery address: You must provide the required contact information marked with an asterisk (name, surname, country, address, place, postal code, e-mail address and telephone number), which we need to confirm and complete your order and deliver you the chosen product.

Delivery cost: calculated according to the price list of Pošta Slovenije and delivery services (e.g. GLS).

Payment method: You can choose from four payment methods, namely: Cash on delivery, Paypall/credit card payment or direct bank transfer.

Coupons: If you have a valid discount coupon or you want to redeem an e-gift card, enter the coupon information in the given field and click the “Apply” button.

Order overview: Under the “Your order” section, the products that you added to the shopping cart while browsing the online store are displayed. The price of an individual product, the cost of postage and the total cost of payment are evident before you complete the order.

Completion of the order: You can view the submitted delivery details, the payment method you have chosen and the contents of the shopping cart. Confirm the order by clicking on the “Place order” button.

If the order has been successfully completed, the website will display “Thank you. Your order has been accepted.”. 

c) Purchase notification process

After placing the order, the customer receives an e-mail notification that the order has been accepted. A

Double Trouble may call the customer on his/her contact telephone number to verify the information or to ensure the accuracy of the delivery.

The purchase process for legal entities is exactly the same as for natural persons (described above), except that at the end of the purchase it is necessary to enter the name of the company and the tax number of the company. Equal payment options are available.

  1. The consumer’s right to withdraw from the contract 

Pursuant to Articles 43č and 43d of the Consumer Protection Act, in the case of distance contracts, the consumer has the right to notify the company by e-mail within 14 days of receiving the goods that he/she withdraws from the contract, without having to state the reason for his/her decision.

In order to exercise the latter right, the consumer must notify Double Trouble that he/she is withdrawing from the contract within 14 days of receiving the goods by sending e-mail to  To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

The consumer must return the received products to the provider no later than 14 days after withdrawal from the contract. The consumer returns the products to the address: Medijske rešitve Nina Luzar s.p., Dobrava pri Škocjanu 59a, 8275 Škocjan, Slovenia.

The only cost borne by the consumer in connection with the withdrawal is the direct cost of returning the goods (postage).

Because we want the withdrawal from the contract to be done quickly and without complications, we have prepared a short list of what to look for when buying remotely:

  • carefully open the package and keep it unchanged until you are completely sure that the product is suitable; 
  • when buying collars, leashes or Softshell dog coats, please check the sizes twice;
  • we do not accept product with the original label removed;
  • Products with visible traces of use (dust, scratches, stains, dirt) is not suitable for withdrawal from the contract because they were used.

The option to withdraw from the contract is intended so that you can open the product, examine it, and if it does not suit you or your dog, or if your expectations were different, withdraw from the purchase. These recommendations do not apply if the product is defective or does not work at the time of purchase. In this case, it is a matter of claiming a defective product (more on the material error under point 14 Liability for faulty products)

The consumer must return the item to the seller undamaged and in unchanged quantity, unless the product is destroyed, damaged, lost or its quantity has decreased without the consumer’s fault (fifth paragraph of Article 43c of Consumer Protection Act). Return products must be unused, undamaged, with a label attached and in the original packaging (see point 12), otherwise the return of the goods will be refused. In the event that the user orders two or more products at the same time, he/she has the right to withdraw from the contract for each individual product.

When returning the goods, the consumer also sends the company an invoice for the goods. We will refund the payment no later than 14 (fourteen) days from the receipt of the returned goods (this refund does not include the cost of returning the goods).

Upon withdrawal from the contract, where the promotional code or discount code was used, these funds are considered as a discount and are not returned to the user. Only the amount paid is returned to the user’s bank account. 

The above, however, does not apply to the purchase of personalized products, for example: dog collar with embroidered name, dog leashe with name, customized softshell dog coat,..  This products are personalized for you and your dog and cannot be excanged or returned, so it's not refundable.

  1. Prices

All prices in the online store are stated in EUR (euros) and do not include value added tax (VAT), because VAT is not calculated on the basis of paragraph 1 of Article 94 of the ZDDV (the provider is not liable for VAT). Prices are valid at the time of placing the order and do not have a predetermined validity.

Prices are valid in case of payment with the payment methods described in point 9 and under the conditions explained above.

Despite the provider’s efforts to provide the most up-to-date and accurate information, the price information may be incorrect. In this case, or in the event that the price of the product changes during the processing of the order, the provider will allow the customer to withdraw from the purchase, while the provider will offer the customer a solution that will be to the mutual satisfaction.

Prices in the online store are subject to change without notice.

  1. Placing an order

The purchase agreement between Double Trouble and the customer is concluded in the online store at the moment when Double Trouble receives order confirmation from the customer for the selected products. From this moment on, all prices and other conditions are fixed and apply to both Double Trouble and the customer.

The buyer receives confirmation via e-mail sent at the end of the order. This is also stored electronically on the Double Trouble server and is available to consumers upon their written request.

  1. Methods of payment 

The Double Trouble online store provides the following payment methods:

  • Cash on delivery,
  • credit card payment,
  • payment with Paypal,
  • direct bank transfer.
  1. Delivery

The provider must deliver the goods in accordance with the terms and conditions of Post of Slovenia or other delivery services. When placing an order, the customer can specify a delivery address that is binding on the provider. Upon delivery, it must provide the customer with additional information regarding the right of withdrawal, especially the conditions and manner of exercising the right itself. It must provide all the necessary information regarding the address to which the customer can turn in the event of a complaint.

In the event that the customer is not at the address at the time of delivery, the package can be picked up in accordance with the business conditions of the Post of Slovenia or delivery services. Double Trouble provides the Post of Slovenia or the selected delivery service with the customer’s contact. The delivery service takes care of communication with the customer regarding delivery. 

Orders that have a marked payment according to the proforma invoice are sent after receiving the transfer to our bank account.

The costs of  delivery for Slovenia is €3,75.

Note: These conditions and the costs of packaging and delivery apply only within the Republic of Slovenia. For orders that need to be delivered outside Slovenia, the delivery time and costs are as follows:

package weight Cost of shipping  delivery time 
up to 250g        5,60 € 2-6 days 
from 250g up to 500g         6,00 €
from 500g up to 1.000g          6,70 €
from 1.000g up to 2.000g         8,50 €
from 2.000g up to 5.000g          21,00 €
from 5kg up to 10kg          25,00 €
package weightCost of shipping delivery time 
up to 250g             6,50 € 3-10 days 
from 250g up to 500g              8,00 €
from 500g up to 1.000g              11,50 €
from 1.000g up to 2.000g             18,50 €
from 2.000g up to 5.000g              26,00 €
from 5kg up to 10kg              31,00 €               
Shipping USA, CANADA
package weight Cost of shipping  delivery time 
up to 250g                             7,50 € 7-14 days 
from 250g up to 500g                           10,00 €
from 500g up to 1.000g                           15,00 €
from 1.000g up to 2.000g                           25,00 €
from 2.000g up to 5.000g                           47,00 €
from 5kg up to 10kg52,00 €
  1. Issuance of invoice

After paying for the ordered products, Double Trouble sends an invoice to the given e-mail address. The invoice breaks down the price and postage costs. The buyer is obliged to check the correctness of the data before placing the order.

     12. Promotional Codes or Coupons

Promotional codes or e-gift cards bring various benefits when purchased and are usually time-limited. You can find the active promotional code on our website, the title page of the advertising message, in our e-notifications or other media.

In the event that the value of the purchase is higher than the value of the coupon, the holder of the promotional code must pay the difference.

To use the coupon, select the product you want to buy and add it to the cart. Select the delivery method, specify the delivery address and select the payment method. Enter the code in the “Promotional code” field and confirm by clicking on the “Apply coupon” button. When you enter the promotional code, the value  is automatically deducted from the price of your order. In the event that the amount of your order is higher than the value of the e-gift card, you settle the difference by paying extra  in the above payment methods.  You then place an online order.

13. Liability for faulty products

As a consumer, the customer has the right to exercise his/her rights arising from a faulty product, taking into account the provisions of the Consumer Protection Act

The consumer may exercise his/her rights arising from a faulty product if he/she informs the seller of the defect within 2 (two) months from the day on which the defect was discovered. The seller is not liable for the defect if the defect appears after two years have passed since the product was delivered. 

The product has a defect when it: 

  • doesn’t match the product description;
  • has different qualities from the model advertised or shown to the client;
  • is not fit for purpose – either its standard purpose or a specific purpose ordered by the customer which you accepted;
  • doesn’t show the quality and performance normal in products of the same type.

The customer have the right to request: 

  • repair of the product;
  • a product replacement; 
  • a price reduction;
  • termination of the contract and full reimbursement.

If you believe that the purchased product has a defect, please contact us as soon as possible via e-mail  and attach your invoice, order number, and images of faulty product/s.

When exercising the rights under this title, the consumer must describe the defect in more detail to the provider in the defect notification and allow the provider to inspect the product.

If the defect is not disputed, the provider must comply with the consumer’s request as soon as possible and within 8 days at the latest. However, if there is a dispute about the defect, the company must give the consumer a written answer within 8 days.

The right to assert a material error is regulated in more detail by the provisions of the Consumer Protection Act (in more detail from Article 37 onwards).

14.  Security

Double Trouble uses appropriate technological and organizational means to protect the transfer and storage of personal data and payments.

Secure authorizations and credit card transactions are handled by  PayPal.

Credit card authorizations are performed in real time by immediate verification of data with banks. Card information is not stored on the Double Trouble server.

15. Protection of Personal Data

You can find more information about personal data protection at: 

The data collected and processed by Double Trouble will only be disclosed if required by the GDPR or when in good faith that such action is necessary for proceedings before courts or other public authorities.


Double Trouble will only contact the user via means of distance communication if the user expressly consents. Double Trouble will respect the user’s wish not to receive advertising messages.

Advertising emails will contain the following components:

a) they will be clearly and unambiguously marked as advertising messages,

b) the consignor will be clearly identified,

c) various campaigns, promotions and other marketing techniques will be marked as such,

d) the method of unsubscribing from receiving advertising messages will be clearly presented.

17. Opinions, Ratings, Recommendations

Opinions, ratings and recommendations written by customers are part of the functionality of the online store and are intended for the community of all users.

Double Trouble allows the opinion to be written by any user of the online store, however, they are reviewed before the final publication. Double Trouble will not publish opinions or contributions that are in any way offensive, inappropriate or that, at the discretion of the provider, do not benefit other users and visitors to the site.

By submitting an opinion or comment, the user expressly agrees to the terms of use of their opinion or comment and allows the publication of part or all of the text in all electronic and other media. Double Trouble has the right to use the content of the opinion or comment indefinitely and for any purpose that is in the business interest, including publication in advertisements or other marketing communications. At the same time, the author of the opinion declares and guarantees that they are the owner of the material copyrights for the written opinions and comments and that they transfer these rights exclusively and indefinitely to Double Trouble.

18. Intellectual Property

The Double Trouble online store and all the information on it, such as images of articles, graphic and video elements on the website are protected and may not be reproduced or used without the prior written permission of the company.

19. Limitation of Liability

Double Trouble makes a best effort to ensure that the information published on the website is up-to-date and correct. However, product features, delivery times, or price can change so quickly that sometimes a company fails to correct information on websites. In such a case, Double Trouble will notify the customer of the changes and allow him to withdraw from the contract or replace the ordered product.

20. Exclusion of Liability

Double Trouble reserves the right to disable the Website or disable access to the Website due to technical or other problems and maintenance, which also means disabling or impeding the use of the Online Store. In case of technical problems on the website, we reserve the right to cancel placed orders that have been affected by a technical error. In case of cancellation of orders, we will notify you as soon as possible, and we will inform you about the following steps. Before accessing and using the website, you must ensure that the equipment is properly protected. The customer must ensure adequate security and confidentiality of the information used to log in to the website.

21. Complaints and Disputes

Double Trouble respects applicable European consumer protection laws and makes every effort to fulfill its duty to establish an effective complaint handling system and to designate a person whom the customer can contact by telephone or e-mail in the event of a problem.

The complaint is to be submitted via e-mail info@doubletroubledog,com. The appeal procedure is confidential. Double Trouble will acknowledge receipt of the complaint within five working days, inform the customer about the length of procedures, and keep them informed of the progress of the proceedings.

Double Trouble is aware that an essential feature of a consumer dispute, at least as far as judicial dispute resolution is concerned, is its disproportion between the economic value of the claim and the costs incurred in resolving the dispute itself. This is also a major obstacle to the consumer initiating litigation. Therefore, Double Trouble strives to the best of its ability to resolve disputes amicably.

In the case of judicial settlement of disputes, the court of the consumer’s domicile has jurisdiction.

Out-of-court Settlement of Consumer Disputes (in Accordance with Article 32 of the Out-of-Court Settlement of Consumer Disputes Act)

In accordance with applicable laws, we do not recognize any provider of out-of-court settlement of consumer disputes as competent for resolving consumer disputes that could be initiated by the consumer in accordance with the Out-of-Court Settlement of Consumer Disputes Act.

Double Trouble, which as a provider of goods and services enables online trade in Slovenia, publishes an electronic link to the online consumer dispute resolution (SRPS) platform on its website. The platform is available to consumers at:

The said regulation derives from the Out-of-Court Settlement of Consumer Disputes Act, Regulation (EU) no. Regulation (EC) No 524/2013 of the European Parliament and of the Council on online settlement of consumer disputes and amending Regulation (EC) No 2016/2004 and Directive 2009/22 / EC.

  1.  Declaration of the Legal Status of the Products

Medijske rešitve Nina Luzar s.p., does not assume any responsibility for damage caused by the delivery, transport and customs clearance of the ordered items.

The buyer agrees to be aware of the legal status of the products in the country where they order, and fully assumes responsibility for the possible consequences of the illegality of the product in the country where they order.

Double Trouble does not have documents that explicitly explain the legal status of products in different countries.

  1. Changes of General Terms and Conditions

The provider may change the existing General Terms and Conditions without prior notice. The user undertakes to check whether the conditions of use have changed.

In the event that the user does not agree with the changed terms of use, they must immediately stop using the website By entering the website, you confirm that you agree with any changes and additions.

  1.  Information on the Compatibility of Digital Content with Hardware and Software

The website is created by the WordPress platform. The average page load time is 3 (three) seconds. The site is compatible with modern web browsers such as Firefox, Chrome, Internet Explorer, Safari, Edge, Android Browser, Opera, IOS, Maxthon and similar systems. The website operates smoothly if network providers have appropriate technical equipment.

Last updated: 15.8.2023