Terms and conditions

The general terms and conditions of the online shop FILO d.o.o. are drawn up in accordance with the Consumer Protection Act, with the recommendations of the GZS and international codes for e-commerce.


  • the provider is FILO d.o.o., Jurčičeva 8 , 2000 Maribor
  • user is the person who uses our system, i.e. the customer in the online store
  • online shop is an information system designed to present and sell products to the user


When registering in an online shop, the visitor obtains a username that is identical to the address of his e-mail and a password of his choice. The user name and password unambiguously define and link the user to the completed data. After registration, the visitor becomes a user and acquires the right to purchase. The general terms and conditions of the operation of the online store will be the construct (www.filo-company.com) of the user’s rights and the business relationship between the provider and the buyer.

The provider undertakes to provide the customer with the following information at all times:

  1. company identity (name and registered office, register number)
  2. contact addresses that enable fast and efficient communication (e-mail)
  3. essential characteristics of goods or services (including after-sales services and guarantees)
  4. availability of the products (any product or service offered on the website should be available within an understandable period)
  5. conditions of delivery of the product or execution of the service (method, place and time of delivery)
  6. all prices must be clearly and unambiguously determined, show whether they already contain taxes and transport costs
  7. payment and delivery method
  8. time validity of the offer
  9. the period within which it is still possible to withdraw from the contract ; in addition, about if and how much it costs the customer to return the product
  10. the complaint procedure, including any details of the contact person or customer service, must be clarified.

Purchase process

When you select the product you want to buy, you add it to your shopping cart by clicking on the “add to cart” button. You can find the cart symbol at the top right. If you scroll or click on it, you’ll see the contents of your cart with the products you’ve accumulated (picture, description, and price of the product). You can change the amount in your cart before you complete your purchase, or you can remove individual products from your cart.
To do this, press “+” to increase the number of selected products to reduce the number of selected products, press “-” to remove each product from the cart, press the “x” character.

You can then continue shopping and adding products, or you can go to the end of your purchase.

Once you have selected all the products and you have checked in your cart that you have the right products in it, continue to click on the check mark. In this step, you enter your personal information if you are purchasing as a guest. Customers who have already registered with our system in the past will automatically fill in the data with their password when you re-sign in.

In the next step, you can select the payment method by clicking and checking all the information you enter (personal information, delivery address, selected products and quantities of selected products, payment method) before completing the order, if they are correct.

Before completing the order (BUY NOW button), confirm by clicking on the Terms of Business button and privacy policy once you have read:

– I have read and agree to the terms and conditions of the website

– I have read and fully agree with the privacy policy

To complete the purchase, press the BUY NOW button. The online shop automatically “generates – creates” the order and sends an e-mail with the details of the order (products, prices, quantities, user data…) to the e-mail you entered. With this order is confirmed, the products will be shipped as soon as possible. If the delivery date is more than 2 working days, the tenderer shall inform the buyer thereof.

By completing the order, you assume the obligation to take over the order and receive a copy of the order by e-mail. The award of your order thus obliges you to pay for it.


Cancellation of the order is possible up to 1 hour after the order is awarded or until 12:00 (valid for orders placed just before 12:00). After this hour, the parcels are delivered to the delivery service and in most cases the next working day at the addressee.


The provider sends the invoice to the customer in pdf format to the customer’s e-mail address. The user pays by payment card, via comic book or by budget on TRR (valid for Slovenia).
The invoice shall break down the price and costs associated with the purchase and the notice of the right of withdrawal is given.
The buyer is obliged to verify the correctness of the information before placing the order.

Turn on common sense, take the bill:

Delivery date

For products in stock, the supply of goods is 1-2 working days. In the event of a longer delivery period, we will inform you of the delivery time by e-mail or by telephone.


Ask the bank through which you make the payment for the amount of the payment fee after the budget. Payment after budget is not paid at the price list of The UPN form. This means that you pay the price+cost of shipping goods worth EUR 2.99 for the slovenian area. Free delivery over 100 €.

Transfer information:

FILO d.o.o., Jurčičeva 8 , 2000 Maribor

TRR: IBAN SI56 3000 0001 5879 324 (Sberbank d.d.)

Reference: SI00 (+order number)


The order is only valid for 3 working days. THUS, WE ALSO KEEP ITEMS AFTER BUDGETING FOR ONLY 3 WORKING DAYS. After three days, you are deemed to have departed from the purchase, reverse your order and return the items for sale.


Paypal represents a simple, above all, safe way to pay orders online. Your credit card number is not known to us as a retailer. You can use Viso, Mastercard, AmericanExpress, and you can use Youro, Mastercard, AmericanExpress when making payments using Paypal,… To start using Paypal, you need to create a user account that is free of charge and provides users with anonymous, secure, and fast business.


The discount concession codes are date-specified and are valid only on the listed products at regular prices and when the customer is directly in the order. This automatically calculates the discount.  The benefit codes do not apply to already discounted products. Subsequent entry of a code in an order already placed where the code has not been entered by the customer is not possible, nor is the code applicable to orders already placed in the past time. Discount codes are mutually exclusive, which means that you can only use one discount code at a time in your order.
Discount codes do not apply to newly selected products that are the subject of a change for an order that has already been made.

Right of withdrawal, return/exchange of goods

WITHDRAWAL: The consumer has the right to inform the undertaking within 14 days that he is withdrawing from the contract without having to give a reason for his decision. The withdrawal period is 14 days from the date on which you or the third party you or the third party you have indicated, and this is not the carrier, have taken over the ordered goods.
The notice of withdrawal may be submitted by the consumer to the undertaking using a form found on the link WITHDRAWAL OR an unambiguous statement clearly from which he is withdrawing from the contract (ZVPot Article 43.db). You can also make a statement by e-mail: info@filo-company.com.
The communication shall be deemed to be timely if the consignment is delivered within the withdrawal period. The only cost to the consumer in connection with the withdrawal is the direct cost of returning the goods. He must return the latter to the company no later than 14 days after the notification of his resignation. The products must be unused, undamaged and in their original packaging with their documents, otherwise you are liable for a reduced value of the goods due to handling of goods which are not strictly necessary to determine their nature, characteristics and functioning.

If you withdraw from this Agreement, we must reimburse you immediately and at the latest within 14 days of the date on which we received the notice of your withdrawal from this Agreement any payments we have received from you. The cost of returning the goods is self-covered. The return of the payment can be withheld until the returned goods are received.
An entity shall return the payments received to the consumer using the same means of payment as the consumer, unless the consumer has expressly requested the use of another means of payment and the consumer does not bear any costs as a result.

The consumer may carry out a tour and test of the goods received only to the extent strictly necessary to establish the facts and as is customary in the shops. Any ‘examination’ which deviates from the foregoing may be regarded as the use of the goods and the consumer shall be liable for the reduction in the value of the goods if the reduction is the result of conduct which is not strictly necessary to establish the nature, characteristics and functioning of the goods.

If a customer returns the package to a company account, or sends a ransom package, the company rejects it. The cost of any return of the goods is borne by the buyer.

CHANGE OF GOODS: If you have purchased an item that you would like to replace with another item, send a message to info@filo-company.com. The cost of sending the goods to us is borne by the buyer.  Benefit from us: we cover the cost of shipping the goods at the first exchange from us to you. The cost is only charged by returning the item to us. For any subsequent exchange, the cost of shipping in both directions is borne by the customer. The exchange time is possible within 14 days of pick-up.

We change only unused product, without smell, unshried, in packaging that is also intact, unmacheted, whether it’s cardboard, PVC bag containing the product and must be accompanied by all additives such as booklets, decorative paper, etc. if part of the product at the time of purchase, also intact. So, we can only change the product with the packaging the same as you received it.

The product you washed, used or otherwise changed its original appearance and would like to return because you changed your mind is not subject to refund. Recovery is possible only under the conditions laid down under ‘Right of withdrawal’.

When changing goods, the prices on your account and paid for the products you purchased are, of course. For newly selected products, prices in the online store are taken into account at the moment we receive your purchased products for exchange. When changing products, it is not possible to cash in coupons or discount codes, as they are intended for use with a NEW PURCHASE.


In cases where you have received a shipment which is not accompanied by all the documents,the invoice information is not correct and in other similar cases, please contact the info@filo-company.com . We will provide you with the appropriate explanation, instructions or deliver the missing material as soon as possible.

We advise that when you receive the goods, you review them and if you find an error on goods that do not comply with the one listed in the online store, please inform us via email info@filo-company.com where we will agree on a further procedure. The purchased item is returned along with undamaged packaging and unharmed any accessories (cartons, booklets, PVC bags,…). Packaging is part of a sales item. If part of the packaging is torn, damaged, or the products are sent without a component of the packaging (cardboard, PVC bags,…), the product is considered to have been used. The cost of returning the goods is borne by the buyer.


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 end-use for which the buyer purchases it, but which is known to or should have been known to the seller;
  • if the product does not have characteristics and merits which have been expressly or silenced or prescribed;
  • if the tenderer has delivered a product which does not match the model or model, unless the sample or model has been shown for notification only.

The suitability of the product for normal use shall be assessed in relation to normal goods of the same type and taking into account any sellers’ statements of the characteristics of the goods made by the seller or producer, in particular by advertising, presentation of the product or making statements on the goods themselves.

The buyer may exercise his rights in kind if he informs the provider of the error within two months of the date on which the error was detected. The provider shall not be liable for any faults in the goods which show up after two years since the matter was delivered.

The right to make a claim of rem of an error of law is specified in more detail by the Consumer Protection Act.


The buyer may advertise the error at any time within the warranty period. The consumer may claim the warranty for products for which a warranty is mandatory (the list of these products is laid down in the Rules on goods for which performance guarantee is issued) and for those for which a voluntary warranty has been issued. Within the warranty period, the consumer may request the guarantor to fix the error free of charge. If the error cannot be corrected or the company does not correct it within a total period of 45 days, the consumer may request a replacement for a new free product.

What is the warranty enforcement process?
The buyer must request correction of the defects within the warranty period and under warranty terms and under warranty terms, provided by the warranty giver, presenting both the product and the warranty certificate and a copy of the invoice. The customer does not have any costs by correcting or replacing the product. If the seller finds that the defect on the product was caused by improper conduct by the buyer, which makes it shown that the warranty claim is unjustified, he will send the product back to his expense by written notice.



If you have noticed that the shipment is physically damaged, is missing content or shows signs of opening, please inform us immediately at info@filo-company.com where you will receive any further information. We will initiate the complaint procedure at Pošta Slovenije. Leave the package in the same condition as you received (without adding or removing anything), and keep the original packaging! When you report damage, we will also need photos of the package, (internal) packaging, damaged item, mailing stickers and description of the damage.

The request is handled by the Commission at Pošta Slovenije and, on the basis of their reply or approval, the buyer is returned to the buyer or ordered a new item. We will endeavour to ensure that the complaint is resolved as soon as possible.


When you process your order and place it at the post office, you receive a message from us at the e-mail address you entered at the time of the order so you can expect the package in the coming days. If the mailer cannot personally hand you over the package, he will give you a Notification of receive shipment in your mailbox. The time to pick up the order at the post office is 15 days. You have so long the package that awaits you, and if you do not pick it up, it will return to our address.  If, for any reason, you do not have notices from the postman, please contact us at info@filo-company.com and we will provide you with information to pick up the package without this ticket.

Validity of the offer

When purchasing, prices are valid at the time of confirmation of the order. All prices include VAT other than second-hand items for which VAT is charged pursuant to Article 48 and 49 of the VAT and pursuant to Article 50. Article C of the VAT is not shown.


The provider shall use appropriate technological and organisational means to protect the transfer and storage of personal data, orders and payments.


The provider may only be contacted by means of distance communications by the provider if the former does not expressly object.

Archiving contracts

The contract entered into by the provider and the user is permanently stored with the company FILO D.O.O. online store, Filo d.o.o., Jurčičeva ulica 8, 2000 Maribor. The buyer can obtain a copy by requesting an e-mail address info@filo-company.com

Advertising e-mails shall contain the following components:

  1. clearly and unambiguously be marked as advertising messages
  2. the consignor must be clearly visible
  3. various campaigns, promotions and other marketing techniques must be marked as such. The conditions for participation in them must also be clearly defined.
  4. user’s desire not to receive advertising messages must be respected


The provider complies with the applicable consumer protection legislation. The complaint may be submitted by e-mail address info@filo-company.com. Within five working days, the provider will confirm to your e-mail address that he has received a complaint and will inform you of the estimated time of treatment. The tenderer is aware that the essential feature of a consumer dispute, at least as far as the court resolution is concerned, is its disproportionate nature between the economic value of the claim and the costs incurred in resolving the dispute itself. This is also the main obstacle not to bring a dispute before a court. The tenderer shall therefore do its utmost to resolve any disputes by mutual agreement.
Online store filo-company.com does not recognise any provider responsible for out-of-court dispute resolution (IRPS) that could help the consumer resolve disputes through the European Commission’s online dispute resolution platform




FILO d.o.o.

Year of establishment: 13.4.2010

SKD: C24.330 – cold profiling and folding

Reg. Authority: District Court Maribor

Tax number: SI60509163

Registration number: 3722945000

Company contact: info@filo-company.com
Contact online sales (info, orders, complaints): info@filo-company.com


We answer your messages or calls on Fri,000-12:00.