General Terms

A visitor becomes a guest by logging in to the online store www.tengo.si via e-mail. A visitor becomes a member by confirming registration in the online store www.tengo.si. Guests and members of www.tengo.si (hereinafter also referred to as “the user” or “the users”) acquire the right to purchase goods from the online store www.tengo.si. 

By registering in the online store as a member of www.tengo.si, the visitor obtains a user name identical to his/her e-mail, as well as a password. The user name and password of a member of www.tengo.si unambiguously identify and link the member to the information entered. 

A visitor becomes a guest by logging in to the online store www.tengo.si via e-mail. A visitor becomes a member by confirming registration in the online store www.tengo.si. Guests and members of www.tengo.si (hereinafter also referred to as “the user” or “the users”) acquire the right to purchase goods from the online store www.tengo.si. 

By registering in the online store as a member of www.tengo.si, the visitor obtains a user name identical to his/her e-mail, as well as a password. The user name and password of a member of www.tengo.si unambiguously identify and link the member to the information entered.

The contract between the seller (www.tengo.si online tennis store) and the user (the customer) is concluded in the online store www.tengo.si as soon as www.tengo.si sends the customer an electronic message about the status of their order (with the subject:  TENGO - Specialized tennis store - Order confirmation). From that moment on, all the prices as well as other terms and conditions are fixed and apply to both www.tengo.si and the customer. The customer is the person whose personal information was given at the time of placing the order. It is not possible to subsequently change the customer information. 

The contracts are concluded in Slovene.  The contract (i.e. the electronic message about the order status) is stored in electronic form on the www.tengo.si server.

The www.tengo.si online tennis store undertakes that it shall provide the customer with the following information before the former is bound by a contract or an offer: 

1. information about the company www.tengo.si (name and registered office, registration number), 
2. the contact information that enables the user to communicate quickly and efficiently (e-mail, phone),
3. the essential characteristics of the products (including after-sales services and guarantees) as well as the period of validity of this information, 
4. the availability of products (every product offered on the website should be available within a reasonable timeframe),
5. terms of product delivery (including the method, location and due date of delivery), 
6. the prices, which must be clearly and unambiguously set and must state whether they already include taxes, shipping costs and/or other charges, as well as the period of validity of this information, 
7. deadline within which it is possible to withdraw from the contract and conditions for withdrawal (description of the right to withdraw in accordance with Article 43 of the Slovenian Consumer Protection Act; 
8. note that if the customer does not have the right to withdrawal in accordance with Article 43 of the Slovenian Consumer Protection Act, he/she must be explicitly informed of this fact),
9. an explanation of the complaint process, including any contact information or customer contact information. As the provider, the www.tengo.si online tennis store does not vouch for the accuracy and completeness of the information on the website, nor does it vouch for the accuracy and completeness of the text and images. The photographs may differ from the actual products. 

Online pricing 

Online pricing applies to all users, registered at www.tengo.si, that have shared their data with www.tengo.si.  To become registered users, guests are required to register at the online store as members of www.tengo.si or sign in as a one-time guests.  

Regular price 

Regular price applies to the purchases made by unregistered users.  Products are available at a regular price solely when purchased at the pickup location of Tengo d.o.o. The regular price is normally higher than the online price.  Customers can also register to become members of www.tengo.si at www.tengo.si pickup locations or place their orders as guests at www.tengo.si and thus, by sharing their data with Tengo d.o.o., enjoy the benefits of online prices.  

All online store prices are in EUR and include VAT (value added tax). The prices listed on the website do not include shipping costs. 

The prices are valid at the moment of placing the order and have no expiry date, excluding promotions, where the offer validity period is explicitly stated.  

The prices apply to the purchases made by using the aforementioned payment methods under the aforementioned terms and conditions.  

At the www.tengo.si online store, we are working towards maintaining the accuracy and currency of the information listed on the website.  Despite our efforts, however, product characteristics, delivery periods and prices are constantly changing, which may prevent us from updating the information listed on the website as soon as the changes occur.  In such cases, the customer will be informed of the change and given the option to cancel the order or choose a different product. 

As a rule, discounts, promotional codes etc. are not cumulative.

Consumer’s right to withdrawal 

The consumer (customer) (applies exclusively to natural persons who have purchased the product for non-commercial use) has the right to inform the seller of their withdrawal from the contract without having to state the reason for their decision, within 14 days of collecting the products. The day following the date of the collection of the products counts as the first day of withdrawal period.  

The consumer (customer) must send a withdrawal notice to the seller’s e-mail address: info@tengo.si. 

The withdrawal form is available here. 

If a consumer (customer) withdraws from the contract, they must send the received product back to the seller’s address, Tengo d.o.o., Sternadova ulica 5, 1000 Ljubljana, or bring it to the seller’s pickup location in person. 

Returning the received products to the company within the withdrawal period serves as a notice of intention to withdraw from the contract.  

The product that the consumer (customer) returns to the seller must be intact and its quantity unchanged, unless the product has been destroyed, damaged, broken or lost by no fault of the consumer (customer).  Prior to the withdrawal from the contact, the consumer (customer) may not use the products as they please.  The consumer (customer) may examine and test out the products only to the extent that is necessary in order to determine their actual condition.  The consumer will be liable for any reduction in the value of the items if the latter is caused by handling the items in a manner that is not absolutely necessary in order to determine their nature, characteristics and functionality. 

When withdrawing from the contract, the only cost that may need to be borne by the consumer (customer) is the cost of returning the items (if posted, the cost shall be calculated according to the delivery service price list and will depend on the type of shipment - parcel/package/consignment). The product must be returned to the seller within 30 days of the withdrawal notice being sent. 

If a product has been delivered to a home address upon the conclusion of the contract outside of business premises, the seller shall collect it at their own expense, if the nature of the product prevents it from being returned in the usual way by post. 

The consumer (customer) shall not have the right to withdraw from contracts for products that have been customized in accordance with consumer’s (customer’s) exact instructions and adjusted to suit their individual requirements.  

Refunds will be carried out as soon as possible, no later than within 14 days of the receipt of the withdrawal notice. The company shall return the received payments to the consumer (customer) using the same means of payment as have been used by the consumer (usually a bank transfer to a current account), unless the consumer (customer) has expressly requested another means of payment and this does not incur additional costs for the consumer (customer). Refunds in cash are not possible! 

If a bonus, a discount code or a promotional code has been used, it is considered a discount and is as such not refunded upon withdrawal.  The consumer (customer) will only be refunded the amount they paid.  A gift voucher is considered a payment method and will thus be returned to the consumer (customer) in the form of a gift voucher upon withdrawal from the contract, while the paid-up amount will be refunded to the consumer (customer). 

The right to a refund of the purchase price, the warranties and the refunds due to material defects as well as defective services are regulated in more detail by the provisions of the Consumer Protection Act (the unofficial consolidated text).  

Exchanges 

Within 14 days of the receipt of the shipment, the consumer (customer) has the right to submit a written request to exchange the purchased items that are not to their liking for different ones, this can be done by filling out the enclosed Exchange form. The form may be sent either by email (to info@tengo.si) or by post (to the address of the company’s headquarters). The consumer (customer) must return the items to the company within 30 days of submitting the written notice, covering the costs of returning the items themselves. The products must be unused, intact and in their original packaging.  A copy of the invoice must be enclosed.  The consumer (customer) shall bear the costs of returning the items.  Reshipment costs shall be borne by the seller, www.tengo.si. If the seller does not succeed in delivering the replacement items within 15 days of receiving the inadequate items, they guarantee to issue a full refund. 

Return/exchange policy

- When returning the items, the withdrawal form and a copy of the invoice must be enclosed;

 - The address for returns: Tengo d.o.o., Sternadova ulica 5, 1000 Ljubljana;

 - When returning the items, we recommend using a delivery service that allows you to track your parcel, or Pošta Slovenije.  The items need to be packaged appropriately and adequately for transport (we recommend using our packaging or another secure alternative) in order for the items to remain intact. - Shipping costs are to be borne by the consignor.

- We do not accept packages with cash. 

- To print the form, click here: FORM.

What is considered a material defect? 

The suitability of the product for its intended use is determined by comparing the product in question with another faultless product of the same type, as well as with the manufacturer's statements or statements on the product itself. 

How to get a remedy of a material defect? 

The customer must notify us of any material defects, together with a precise description, within the statutory time limit, and allow us to inspect the product.

Defective Product Claim Form can be found here.  

The right to claim a remedy of a material defect in a product is regulated in more detail by the provisions of the Consumer Protection Act.

The www.tengo.si specialized tennis store offers the following payment methods: 

 1. Cash on delivery:

 - Pay with cash on delivery by GLS: Payment is made in cash upon the receipt of the product delivered by GLS.   Payment is made in cash upon the receipt of the product delivered by Pošta Slovenije.  When paying with cash upon delivery (cash on delivery), you will be charged with additional costs;

- Pošta Slovenije charges a fee for this service in the amount of EUR 1.05+VAT for orders up to EUR 98.00, of 1.07 % of the package value+VAT for orders from EUR 98.00 to 501, and 5,36 EUR+VAT for orders over EUR 501.00. The fee will be charged even for the orders over 65.00 EUR that qualify for free shipping. You can avoid paying the fee only if you choose to pay for the order via bank transfer.

 - Credit card payment on delivery:

 - Credit card payment on delivery through a GLS courier’s POS terminal.

 - Credit card payment on delivery at the post office, see the Pošta Slovenije price list.

2. Proforma invoice: via bank transfer, as specified on the invoice* 

3. Credit card payment (MasterCard® and Visa)* 

4. In-store collection: 

- cash or credit card payment (Activa, MasterCard®, Visa, Visa Electron, BA Maestro, Diners Club), 

- up to 24 installments with a Diners Club card. 

*Your order will be processed once the funds are deposited into our account.

Delivery method, shipping costs and order processing 

Free shipping* on all orders over EUR 65.00, excluding special deliveries.  

On the territory of Slovenia, our packages are delivered by Pošta Slovenije and GLS, both of which deliver the majority of the packages the next working day following the receipt of the shipping confirmation (subject to availability). 

The package is shipped the same day the order is placed. 

Products that have been ordered before noon and are currently in stock will be shipped to your address on the day the order has been placed, whereas the products that are out of in stock will be shipped within 8-14 days. 

In-store collection is also possible with a prior appointment at our warehouse at Sternadova ulica 5, 1000 Ljubljana.

Shipping costs 

Table of shipping and in-store collection costs: 

Pickup location/delivery 

Sternadova ulica 5, 1000 Ljubljana         Free Delivery 

by Pošta Slovenije under EUR 65.00        EUR 5.00  

Delivery by GLS under EUR 65.00           EUR 5.00  

Delivery over EUR 65.00*                          Free 

*Not applicable to special deliveries.  

Delivery on the territory of Slovenia 

Our partners will deliver the packages to the address given at the time of placing the order.  You can add multiple different shipping addresses to your profile and then select the preferred one when placing the order. 

Since the delivery service delivers the products during Pošta Slovenije working hours (and the working hours of the postal workers concerned), you may request that your order is shipped to any name and/or address, for example, to your work address. The same applies to the GLS delivery service. If you have chosen cash on delivery as your preferred payment method when placing your order, please make sure that the recipient has enough cash on them to cover the payment.  If you choose for your order to be delivered to your work address, it will be handed over to the person authorized to receive mail.  

If you are not at the given address at the time when your order arrives (company, office, hospital, student housing etc.), the courier will leave a message with further instructions.  You’ll usually be required to visit the nearest post office. 

When paying with cash upon delivery (cash on delivery), you will be charged with additional costs; the post office charges a fee for this service in the amount of EUR 1.05 for orders up to EUR 98.00, of 1.07 % of the package value for orders from EUR 98.00 to 501, and 5,36 EUR for orders over EUR 501.00. GLS will charge you a fee of 1,43 % + VAT if you choose to pay with a debit or credit card at the courier’s POS terminal. You can avoid this by paying via bank transfer or with your credit card online. 

Delivery periods 

We will keep you informed about any extensions of delivery periods by e-mail.  If the extended delivery period is inconvenient to you, you can let us know and the product will be removed from your order or replaced with another. 

How do I place an order at the www.tengo.si specialized tennis store? 

To order products from our store, you first need to add them to cart and then continue to check-out. You can search for products under the categories listed above and use the filters on the left in order to make the search easier.  You can also use the search box at the top of the page.  

All the products listed on the website are in stock and ready for shipping. When you have found a product that matches your needs, click “Add to cart”. Multiple products can be added to the cart or easily removed from it. 

1st step: Edit the cart 

This step allows you to remove the items you no longer wish to order from the cart by clicking the “Trash bin” button. The quantity of the products can be changed in the “Quantity” field.  In the lower right corner of the screen where you can also see your shopping cart, there is an “Empty the cart” button that can also be used to remove items from your cart. When you have completed editing your shopping cart, you can continue by clicking the “Next step” button that can be found on the lower right side of the screen displaying your shopping cart. 

2nd step: Shipping details and payment method selection 

If you are not signed into the online store yet, you will be automatically redirected to the Sign-in page.  

Here, you can either choose to sign in (in case you have already registered as a user with your e-mail and password - if you have forgotten your password, click Reset password) or, if you are a new user, register as a new user by clicking “Register”. In order to register, you need to fill out all the fields marked with * in the registration form - account information.  

You can also make a purchase as a guest. Simply fill out the Shipping and billing details. 

Once you sign in, you will automatically be redirected back to the shopping cart, where you need to choose the “Delivery details and payment” option. 

This step allows you to once again check the contents of your shopping cart and the shipping and billing details, as well as choose the payment method and delivery option. When you have completed your selection, click on the  “Next step” button on the lower right side of the screen displaying your shopping cart. 

3rd step: Order and payment confirmation 

This step allows you to once again check whether the selected items, billing information, shipping information, payment method and delivery type are correct. Below, the website will notify you once again that: “All the information needed for checkout has been entered.  At this point, you are still able to go back and edit the contents of the cart or change the billing and shipping details.” If you have chosen PayPal as your payment method, the website will notify you: “You will be redirected to the Paypal payment page.” 

If all the details are correct, you can click on the “Checkout” button on the lower left side of the page displaying your shopping cart.  

4th step: Order completed 

Your order has been successful.  The website will notify you: 

“Dear customer, you have successfully completed your purchase. The reference number for your order is #, it can be tracked on ”Orders” section of the My account page. 

An invoice will also be sent to your e-mail address.  The ordered items will be sent to you by post. 

TENGO Sporting Goods

The www.tengo.si online tennis store complies with all current consumer protection laws. Users can send us their appeals and complaints either by e-mail (info@tengo.si) or by post to: 

TENGO d.o.o. 

Sternadova ulica 5 

1000 Ljubljana 

The www.tengo.si online tennis store has to confirm the receipt of the complaint within five days, notify the user of the time it will take for the complaint to be processed and keep them informed about the process.  

The www.tengo.si online tennis store shall strive to resolve any disputes amicably. If that is not the case, the competent court in the city of the company’s headquarters shall have jurisdiction.  

Out-of-court settlement of consumer disputes 

In accordance with valid legal provisions, TENGO d.o.o. does not recognize any out-of-court consumer dispute resolution provider as competent to resolve a consumer dispute that could be initiated by a consumer under the Out-of-Court Settlement of Consumer Disputes Act. 

TENGO d.o.o., a provider of goods and services, who manages an online store in the territory of the Republic of Slovenia, has published a link to the Online Dispute Resolution platform on its website. 

The platform is available to consumers here. The said arrangement derives from the Out-of-Court Settlement of Consumer Disputes Act, Regulation (EU) no. 524/2013 of the European Parliament and of the Council on the online settlement of consumer disputes, as well as Regulation (EC) No. 2016/2004 and Directive 2009/22/EC.