Refund policy
Returns and right of withdrawal
Consumers (private individuals purchasing goods outside their business activity) have the right, in accordance with consumer protection law, to notify the company within 14 days of receiving the goods of their decision to withdraw from the contract without giving a reason. The period starts the day after the consumer or a person authorised by them receives the goods; for orders with several items delivered separately, from receipt of the last item. The only cost borne by the consumer is the direct cost of returning the goods. The goods must be returned no later than 14 days after the withdrawal notice was sent.
How to submit a request
Claims and returns are submitted quickly and easily through our online portal (no login, in your language):
Submit a request via the portal →
- Open the portal and enter your first name, last name, e-mail address and order number (found in the order confirmation or on the invoice).
- Select the item(s), the request type (return) and describe the issue.
- Attach photos of the product and packaging or a video (large files via a WeTransfer/SwissTransfer link).
- You receive a request number and a confirmation e-mail; you can check the status at any time via the link in the e-mail.
We reply within the statutory period shown when you submit the request.
Return conditions
- The item must be unused, undamaged, in its original packaging and in unchanged quantity.
- The goods must not have been worn, washed or otherwise adapted to personal needs.
- In case of use, damage or missing packaging we reserve the right to reject the return or reduce the refund amount.
- The consumer is liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
How to return an item?
After submitting the request, return the item in one of two ways:
- via our GLS return service — https://posljipaket.si/sl/vracilo/evitas. The return fee of 3,99 € is deducted from the refund, as the cost of the return is borne by the customer;
- yourself via a carrier of your choice — you pay the postage directly.
The shipment must include
- the product in its original condition and packaging,
- a copy of the invoice or the order number.
Return address
Evitas Shop d.o.o.
Industrijska cesta 9
5000 Nova Gorica
Slovenia
We do not accept cash-on-delivery parcels. We recommend tracked shipping.
Refunds
Refunds are processed as soon as possible and no later than 14 days after receipt of the withdrawal notice, using the same payment method as the original purchase unless otherwise agreed. We may withhold the refund until the goods are received or proof of shipment is provided.
Exceptions
- Returns are not possible for custom-made products or products adapted to the customer's wishes.
- Returns are not possible for personalised products.
- Returns are not possible for products unsuitable for return for hygiene reasons if the protective packaging has been opened (e.g. pacifiers, cosmetics, intimate products).
- Business customers have no right of withdrawal; returns are only possible under warranty or non-conformity claims.
Exchanges and returns in our Nova Gorica store
In our physical store we offer an exchange or store credit within 14 days of purchase, provided there is no defect/non-conformity claim and the following conditions are met:
- the item is flawless, unused and in undamaged original packaging,
- textiles and footwear show no signs of use and still have their labels,
- items delivered in several parts (e.g. strollers, high chairs, furniture) have not been assembled.
Please bring the receipt or order number. In-store we issue store credit (gift card or loyalty card credit), redeemable in the physical store. Returns are not possible for hygiene exceptions, personalised and custom-made products.
Damaged, incorrect or defective product? Submit a claim through the same portal (request type “claim”) — see the Claims page.
Claims and returns are accepted exclusively through the portal. If the portal is not working, let us know at info@evitas.com so we can fix it.
