Return Policy

At Prokon, your satisfaction with our engineering solutions, digital products, and physical offerings is important to us. Please review our return policy below, which addresses the specific nature of our products and services.

General Conditions

  • For any return or refund request, please contact our customer support team first at info@prokon.si. Please provide your order or service reference number and a clear explanation of your request.
  • All refunds will be processed using the same payment method as the original transaction, unless explicitly agreed otherwise.

For Digital Products

Our digital products include ready-to-use design files, plans, software tools, and other downloadable content (e.g., for CNC machines, laser cutters, 3D printers, or practical plans).

Right of Withdrawal for Digital Products:

Due to the nature of digital products, the right of withdrawal (the 14-day cooling-off period common for online purchases) does not generally apply once the performance (e.g., download, streaming, access to content) has begun.

By purchasing a digital product from Prokon, you expressly consent to the immediate performance of the contract and acknowledge that you lose your right of withdrawal once you have commenced downloading, streaming, or otherwise accessing the digital content.

Refunds for Digital Products:

  • Before Performance Begins: If you purchase a digital product but have not yet downloaded, accessed, or commenced using it, you may be eligible for a full refund within 14 days of purchase. Please contact us immediately to request a withdrawal before accessing the content.
  • After Performance Begins: Once you have downloaded, streamed, or commenced accessing the digital product, refunds are generally not available, unless the digital product is proven to be faulty, corrupted, or fundamentally not as described.

Faulty or Not as Described Digital Products:

If a digital product you purchased is found to be faulty, corrupted, or significantly not as described (e.g., incorrect file, missing content as advertised, technical issues preventing its intended use), please contact us immediately. We will investigate the issue and provide a suitable resolution, which may include providing a corrected file, a workaround, or a refund, in accordance with applicable consumer protection laws.

For Physical Products

Our physical products are typically specialized items, prototypes, or unique designs that may have originated from our internal projects or specific commissions.

14-Day Right of Withdrawal (Cooling-Off Period):

For physical products purchased through our website (distance contracts), you generally have the right to withdraw from the contract within 14 calendar days without giving any reason. This period begins on the day you, or a third party indicated by you (other than the carrier), receive the physical goods.

To exercise your right of withdrawal for physical products:

  1. Notify Us: You must inform us of your decision to withdraw by sending a clear statement via email to info@prokon.si within the 14-day period.
  2. Return the Goods: Once you’ve notified us, you must return the physical goods to us without undue delay and in any event no later than 14 calendar days from the day on which you communicate your withdrawal.

Conditions for Returning Physical Products:

  • The goods must be returned undamaged, unused, and in their original condition.
  • They must be in their original packaging, complete with all accompanying parts, accessories, and documentation.
  • You will be liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods (e.g., if the product shows signs of use beyond simple inspection).

Refunds for Physical Products:

We will reimburse all payments received from you, including the costs of standard delivery (excluding supplementary costs if you chose a more expensive delivery option), without undue delay and in any event no later than 14 calendar days from the day we are informed about your withdrawal. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is earlier.

Return Shipping Costs for Physical Products:

Unless the product is faulty or not as described, the direct costs of returning the physical goods will be borne by you, the customer.

Faulty or Damaged Physical Products:

If you receive a physical product that is faulty, damaged during delivery, or not as described, please contact us immediately. We will investigate the issue and provide a suitable resolution, which may include repair, replacement, or a refund, in accordance with applicable consumer protection laws regarding material defects.

For Services (e.g., Mechanical Design, Engineering Support, Laser Cutting & Welding)

Our core business often involves providing specialized engineering services. Given the custom and project-based nature of these services, specific return or refund policies are typically outlined within individual service agreements, contracts, or project proposals.

  • Service Agreements: The terms for cancellation, revisions, and refunds for our services will be detailed in the specific agreement or quotation you receive for your project.
  • Customer Satisfaction: We are committed to delivering high-quality engineering services. If you have concerns about a service provided, please contact your project manager or our customer support team to discuss.