Complaints and information

In case of a complaint or the need for additional information, we expect your message to:


Phone: 00386 (0) 41 778 702,

Address and registered office of the company: Rok Toys, d.o.o., Kamniška 24, 1235 Radomlje.

Rok Toys, d.o.o., undertakes to resolve all disputes amicably. If the dispute cannot be resolved amicably, the court in Ljubljana is competent to resolve the dispute.

Out-of-court settlement of consumer disputes

In accordance with legal norms, Rok Toys, d.o.o. does 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.
Rok Toys, d.o.o., which as a provider of goods and services enables online trade in the territory of the Republic of Slovenia, publishes an electronic link to the online consumer dispute resolution platform (SRPS) on its website. The platform is available to consumers here.
That 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 the online settlement of consumer disputes and amending Regulation (EC) No 2016/2004 and Directive 2009/22 / EC.

Right to withdraw from the contract:

The buyer of the ordered goods on has the right to notify the company within 14 days of receiving the goods to the e-mail address: or to tel: 00386 (0) 41-778 -702 (Mon-Fri) : 8-19h) to withdraw from the contract without having to state the reason for his decision.

– if the company has not fully complied with the post-delivery obligation, the withdrawal period is three months. At the end of this period, the consumer’s right to withdraw from the contract expires.

The company returns the received payments to the buyer with the same means of payment as used by the buyer, but if the buyer agrees, the paid amount of the ordered goods is returned to the user’s bank account. Refunds will be made as soon as possible and no later than within 14 days of receipt of the notice of withdrawal.

In order to ensure the certainty, accuracy and timeliness of the return and to provide records of payments, the refund of the payment to the buyer by prior arrangement is made by transfer to his transaction account. The company may withhold payment until it receives the returned goods or until the consumer sends proof that the goods have been returned, whichever occurs first.

If the consumer has already received the goods or the amount and withdraws from the contract, he must return the receipt immediately to the company or he must do so within 14 days after the notification of withdrawal from the contract.

The deadline starts one day after the date of receipt of the ordered goods. Regardless of the form of cancellation, the consumer must provide the company with a copy of the invoice.

Goods received must be returned undamaged and unaltered.

Please inform us before returning the goods to the e-mail address:: or to the phone: 00386 (0) 41-778 -702 (Mon-Fri: 8-19h)


Actual error

The consumer may exercise his rights arising from a material defect if he notifies the seller of the defect within two months of the day on which the defect was discovered.

The seller is not liable for material defects in the goods after the expiration of two years from the date on which the goods were delivered.

A defect in a product shall be deemed to have existed at the time of delivery if it occurs within six months of delivery.

The company must comply with the complaint procedure within 8 days or. reject the complaint in writing within 8 days.

A consumer who has duly notified the seller of a defect has the right to require the seller to:

rectify the defect on the goods or
returns part of the amount paid in proportion to the error or
the defective goods are replaced by new faultless goods or
returns the amount paid.

The buyer must provide a detailed description of the defect in the notice. The buyer must allow the provider to inspect the product.

Definition of material error

The error is real:

if the product does not have the characteristics necessary for its normal use or for marketing;
if the product does not have the characteristics necessary for the specific use for which the buyer buys it, but which was known to the seller or should have been known to him;
if the product does not have the characteristics and features that have been explicitly or tacitly agreed or prescribed;
if the tenderer has delivered a product that does not match the sample or model, unless the sample or model was shown for notification only.

The suitability of a product for normal use shall be assessed in the light of normal goods of the same type and taking into account any seller’s statements on the characteristics of the goods made by the seller or manufacturer, in particular through advertising, product presentation or indications on the goods themselves.

Saving a contract (order)

All completed orders are archived at the address Rok Toys, d.o.o., Kamniška 24, 1235 Radomlje. Orders and copies of invoices are archived at the company’s headquarters. The buyer can obtain a copy by request to the e-mail address: