Return and Refund Policy

This policy sets out the terms and procedures for order cancellations, product returns, and refunds for products and services offered by Fidani Plast.

Due to the nature of our business, a significant portion of our products, including windows, doors, PVC and aluminium systems, as well as façade elements, are manufactured according to the customer's measurements, dimensions, technical specifications, and individual requirements.

1. Order Cancellation

The customer may request cancellation of an order only if the order has not yet been processed, has not entered the technical preparation or production stage, and the materials or products have not been specially ordered, processed, or manufactured according to the customer's requirements.

To request cancellation, the customer must contact us as soon as possible by phone or email and provide the order number, full name, contact details, and reason for the request.

If the order has already entered the measurement, technical preparation, material ordering, production, processing, installation, or delivery stage, cancellation may no longer be possible. In such cases, the request will be reviewed individually, taking into account the stage of project completion and any costs incurred up to that point.

2. Custom-Made Products and Products Manufactured to Customer Measurements

Products manufactured specifically according to the customer's dimensions, measurements, colours, materials, technical specifications, or individual requirements are considered customised products.

Due to their customised nature, these products generally cannot be returned solely because the customer has changed their mind once production has started or has been completed.

This does not limit the customer's rights where a product is defective, has been damaged due to our responsibility, or does not correspond to the dimensions, specifications, or characteristics confirmed in the order.

3. Return of Standard Products

For standard products that have not been specially manufactured or customised according to the customer's requirements, a return request may be submitted within the applicable legal period from the date the product is received.

Where applicable, the product must be unused, undamaged, and in the condition in which it was received, together with the relevant documentation, accessories, and components.

Each return request is reviewed individually, taking into account the nature of the product, the terms of the order, and the applicable consumer protection legislation.

4. Defective, Damaged, or Non-Conforming Products

If the customer receives a product that is defective, damaged, or does not correspond to the specifications confirmed in the order, the customer should contact us as soon as possible after discovering the issue.

To review the request, we may require the order or invoice number, a description of the issue, photographs or videos of the product, and other relevant documentation.

After the request has been verified, and depending on the nature of the issue, we may offer repair, correction, replacement of the product, or a refund, in accordance with the specific circumstances and applicable legislation.

5. Procedure for Requesting a Return or Refund

To submit a return or refund request, the customer must contact us by phone or email and provide:

• The customer's full name;
• The order or invoice number;
• The date of purchase or payment;
• The product or service concerned;
• The reason for requesting a return or refund;
• Photographs, videos, or other supporting evidence, where applicable.

Upon receiving the request, Fidani Plast will review it and inform the customer whether the request has been accepted, rejected, or whether additional information is required.

6. Refunds

When a refund request is approved, the refund will, where possible, be issued using the same payment method used for the original transaction, unless the parties agree otherwise or this is not technically possible.

In cases where the statutory right of withdrawal from a distance contract applies, the refund will be processed in accordance with the deadlines and conditions established by applicable legislation.

The time required for the refunded amount to appear in the customer's account may also depend on the customer's bank, financial institution, or payment service provider.

7. Return Costs

Where a return is required due to a defect, damage, or error for which Fidani Plast is responsible, the relevant costs of return, correction, or replacement will be covered by Fidani Plast, depending on the specific case.

In other cases, transport or return costs will be determined according to the nature of the product, the terms of the order, the agreement with the customer, and applicable legislation.

8. Installed Products

For products that have been installed at the customer's premises, any request for correction, repair, replacement, or return will be assessed by taking into account the nature of the product, the work performed, the condition of the installation, and the cause of the issue.

Products manufactured specifically according to the dimensions of the premises and installed at the customer's location are not automatically considered returnable solely because the customer has changed their mind.

9. Contact and Business Information

For any questions, complaints, return requests, or refund requests, you may contact us at:

Trade name: Fidani Plast
Address: Davidoc, Shtime, Kosovo
Location coordinates: 42°26'48.8"N, 21°03'52"E
Phone: +383 43 984 624
Email: fidaniplast@gmail.com

This policy applies to orders and payments made through our website and shall be interpreted in accordance with the legislation in force in the Republic of Kosovo.