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Refund policy

Returns and Right of Withdrawal

Consumers (applies to private individuals purchasing goods outside their trade, business, or professional activity) have the right, in accordance with consumer protection legislation, to notify the seller within 14 days of receiving the goods of their decision to withdraw from the contract, without stating a reason.

The withdrawal period begins on the day after the consumer or a person authorized by the consumer receives the goods.

The consumer bears only the direct cost of returning the goods. The goods must be returned to the seller no later than 14 days from the date the withdrawal notice was sent.

How to Submit a Return Request

Click the profile icon in the store menu or visit the returns page and click Request return.

  1. Enter the email address used for your order and click Continue.
  2. You will receive a six-digit login code by email.
  3. Enter the code in the online store to access your orders.
  4. Click Request return on the order you wish to return.
  5. Select the item(s) you want to return or exchange.
  6. Choose the reason for the return and add an optional note.
  7. Submit your return request.

If your return request is approved, you will receive an email with further instructions for returning the item.

Return Conditions

  • The item must be unused, undamaged, in its original packaging, and returned in its original quantity.
  • The goods must not have been worn, washed, or otherwise customized for personal use.
  • In the event of use, damage, or missing packaging, we reserve the right to reject the return or reduce the refund amount accordingly.
  • The consumer is responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

How to Return an Item

For a simpler and more transparent process, please use the return request procedure described above.

  1. Submit a return request through your customer account.
  2. Once the request is approved, prepare the item for return.
  3. Send the return shipment to our address using a shipping provider of your choice.

The customer is responsible for organizing and covering the return shipping costs, except in cases of damaged, incorrect, or non-conforming products.

Customers outside the European Union are also responsible for arranging the return shipment independently.

Your Return Shipment Must Include

  • The product in its original condition and packaging
  • A copy of the invoice or order number

Return Address

Evitas Shop d.o.o.
Industrijska cesta 9
5000 Nova Gorica
Slovenia

Cash-on-delivery shipments will not be accepted. We recommend using tracked shipping.

Refunds

Refunds for payments received will be processed as soon as possible, no later than 14 days from receipt of the withdrawal notice.

Refunds will be issued using the same payment method used for the original purchase unless otherwise agreed.

We may withhold the refund until the returned goods have been received or proof of shipment has been provided.

Exceptions

  • Returns are not possible for custom-made or made-to-order products.
  • Returns are not possible for personalized products.
  • Returns are not possible for products unsuitable for return due to hygiene reasons if the protective packaging has been opened (e.g. baby pacifiers, cosmetic products, intimate products).
  • Business customers are not entitled to withdraw from the contract; returns are only possible within warranty claims or claims related to non-conforming goods.

Exchanges and Returns in Our Nova Gorica Store

In our physical store, we offer exchanges or store credit within 14 days of purchase, provided the item is not subject to a defect/non-conformity claim and the following conditions are met:

  • the item is unused, undamaged, and in its original packaging,
  • textiles and footwear show no signs of use and still have all labels attached,
  • products delivered in multiple parts (e.g. strollers, high chairs, furniture) have not been assembled or installed.

Please bring the receipt or order number for successful processing.

In-store returns are refunded as store credit (gift card or loyalty card credit), redeemable in the physical store.

Returns are not possible for hygiene-exempt categories, personalized products, or custom-made products.

Damaged Shipments or Non-Conforming Goods

If you receive a damaged, incorrect, or defective product, please contact us at info@evitas.com and include:

  • your order/invoice number,
  • a description of the issue,
  • photos or a video of the product and packaging.

In the event of non-conforming goods, we will first provide a free repair or replacement.

If this is not possible or would be disproportionate, you may request a price reduction or withdraw from the contract with a full refund.

For non-conformities appearing within 2 years of delivery, the seller is liable; if they appear within 1 year of delivery, they are presumed to have existed at the time of delivery.

Please notify us of any identified non-conformity within 2 months of the date it was discovered.

If the package is visibly damaged upon delivery, please note this with the courier and send us photos of the packaging and product immediately.

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