Returns & Refunds

14‑Day Right of Withdrawal (EU/Slovenia)

• You may withdraw from a distance contract within 14 days without giving any reason.
• The withdrawal period expires 14 days after the day you or a person indicated by you receives the goods.
• To exercise the right, notify us with a clear statement (e.g., email) before the 14‑day period ends.
• We will refund all payments received from you, including the cost of the cheapest standard delivery offered, within 14 days of your withdrawal notice. We may withhold the refund until we receive the goods back or you provide proof of return.

Return Eligibility

• Items must be unused, unwashed, and in the same condition that you received them.
• Items should be returned in original packaging with all tags, accessories, and documentation.
• Proof of purchase (order confirmation or receipt) is required.
• Returns should be initiated and shipped back without undue delay and no later than 14 days after you communicated the withdrawal.

Non‑Returnable Items (by law or hygiene)

Unless faulty, the following are generally not eligible for return:

• Custom‑made or personalized items.
• Sealed goods not suitable for return due to health or hygiene reasons once unsealed (e.g., certain apparel, protective equipment).
• Perishable goods.
• Digital content supplied on a non‑tangible medium once download or streaming has begun with your prior consent.
• Gift cards and vouchers.
• Items sold as “final sale” where explicitly indicated.

How to Start a Return

• Email us at lzs@lovska-zveza.si with your order number, items, and reason.
• We will provide instructions and a return address. Please package items securely.
• Include a note with your order number inside the parcel to speed up processing.

Refunds

• Once your return is received and inspected, we will notify you of the approval or rejection.
• Approved refunds are issued to the original payment method within 5–10 business days (bank processing times may vary).
• If the item has been used or damaged by the consumer beyond handling necessary to establish its nature, characteristics, and functioning, we may reduce the refund to reflect the diminished value.

Exchanges

If you need a different size or a replacement for the same item, please initiate a return and place a new order, or contact us and we will advise the best option.

Damaged or Defective Items — Legal Guarantee of Conformity

• If an item is defective or not as described, contact us as soon as possible (ideally within 2 months of discovery) with photos and your order details.
• Under EU/Slovenian law, the seller is liable for lack of conformity for 2 years from delivery (1 year for certain second‑hand items where explicitly agreed).
• Primary remedies are free repair or replacement within a reasonable time. If not possible, you may request a proportional price reduction or a refund.

Return Shipping Costs

• For voluntary returns under the 14‑day withdrawal, you bear the direct cost of returning the goods, unless we state otherwise.
• If items are incorrect, damaged in transit, or defective, we will cover return costs or provide a prepaid label.

International Returns

International customers can return items under the same principles. Please mark the parcel as “Returned goods” to avoid customs charges. Any customs or import fees arising from the return are the customer’s responsibility unless the return is due to our error.

Complaints Handling

• You can submit a written complaint to our contact email or postal address. We will confirm receipt and respond in writing within 8 days.
• If we cannot resolve the dispute, you may seek out-of-court dispute resolution with an approved ADR entity or use the EU ODR platform at ec.europa.eu/consumers/odr.

Governing Law

These terms are governed by the laws of the Republic of Slovenia and applicable EU consumer protection legislation.

Contact

For returns and refunds, contact us at lzs@lovska-zveza.si.