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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.

Start Your Return via the Returns Portal

The fastest and easiest way to arrange a return or exchange is through our online returns portal.

Open Returns Portal 

To start the process, you will need your order number and the email address used during purchase.

Return Conditions

  • The item must be unused, undamaged, in its original packaging, and returned in the 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, we use an online returns portal.

  1. Open the returns portal or log into your account and click Returns & Exchanges within your order.
  2. Select the product(s), choose the reason for return/exchange, and select your preferred resolution method.
  3. Submit your request – you will receive a return confirmation number (RMA) and shipping instructions by email.

Important: The use of the returns portal (RMA) is intended to provide faster and more transparent processing of requests and does not limit the consumer’s statutory right to withdraw from the contract.

Your Return Shipment Must Include

  • The product in its original condition and packaging
  • A copy of the invoice or order number
  • The return confirmation number (RMA)

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 (excluding any additional delivery costs) 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 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 8 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 or custom-made products.

Damaged Shipments or Non-Conforming Goods

If you receive a damaged or defective product, submit a request through the returns portal and select the reason - I want to file a claim (damaged or incorrect product), then complete all required information.

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.

Important: We cannot process claims without a submitted online RMA request.

Open Returns / Claims Portal 

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 from 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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