Returns and complaints

When buying electronics, especially used devices, trust is key. At the Dmitrix online store, we strive to ensure that all devices are thoroughly checked and match their description. If you are still not satisfied with your purchase or if a technical error has occurred, we guarantee a simple and transparent return and complaint process in accordance with the Consumer Protection Act (ZVPot-1).

1. Withdrawal from the contract (14-day return period)

As a consumer, you have the right to withdraw from the contract and return the purchased product within 14 days of receiving the package, without having to state a reason for your decision.

Conditions for returning a product:

The device must be returned in an unchanged state and quantity, unless the device is destroyed, damaged, or lost through no fault of the buyer.
It must be returned in its original or included packaging with all accessories that were included at the time of purchase (charging cables, cases, manuals).
VERY IMPORTANT: Before returning a smartphone, tablet or computer, you must delete all your personal data and log out of all user accounts (Apple iCloud / Find My, Google account, Samsung account). If the device is locked with your account or password, we cannot process the return until you unlock the device.
When purchasing a laptop, you receive a brand new, compatible 65W GaN fast charger completely free of charge (regular price approx. €30).
- Return conditions (14-day period): If you decide to return the laptop within the legal period, you must return the entire set – the laptop and an unused/undamaged charger in its original packaging. If the charger is not returned or is damaged, its regular retail value will be deducted from the refund amount.

Return process:

Download and complete our Form for withdrawal from the contract (PDF). The form is interactive, which means you can easily fill it out directly on your computer or smart device and save it.
Send the completed PDF form as an attachment to the email address info@dmitrix.eu.
Pack the device safely and securely (we recommend using the original packaging and an outer cardboard box) and send it to our address (or bring it in person to Ljubljana by prior arrangement).
The shipping cost for returning goods is covered by the buyer. We do not accept cash-on-delivery shipments.

Refund: We will refund the purchase price within 14 days of receiving the notification of withdrawal from the contract, but we reserve the right to withhold the refund until we actually receive the returned goods. Since we do not accept cash, the refund will be made exclusively by transfer to your transaction account (TRR), which you must provide to us with your return request.

2. Warranty claim

All devices in our offer are protected by a warranty.

New devices: The manufacturer's factory warranty applies, the duration of which is stated on the warranty card.
Used and refurbished devices: We offer our 12-month warranty on flawless operation.

What does the warranty (for used devices) NOT cover? The warranty does not apply in cases of damage caused by improper handling by the user. This includes, but is not limited to:

Physical damage (broken screen, housing damage due to drops or impacts).
Contact of the device with liquid (water ingress, moisture).
Defects caused by interventions by unauthorized persons (e.g., repairs in unauthorized services).
Installation of non-original or malicious software.
Normal battery degradation due to regular use.

3. Material defect

In addition to the warranty, the buyer can claim rights due to a material defect if the product does not have the characteristics necessary for its normal use or if the product does not conform to the description on the website. You must inform us of any material defect within the legally stipulated period, describe the defect in detail, and allow us to inspect the device.

4. How to initiate a complaint or warranty process?

Please contact us before sending the device back, as some issues (especially software-related) can be resolved remotely.

Send us an email at info@dmitrix.eu with a description of the problem and the attached invoice.
Wait for our reply with further instructions.
If the device needs to be sent for inspection or repair, send it to the address: Dmitry Surchin, Reboljeva ulica 4, 1000 Ljubljana

For any additional questions, we are happy to assist you. Our goal is to resolve any inconveniences quickly and to your complete satisfaction.