Refund policy
Returns and the right of withdrawal
Under applicable consumer protection law, a consumer (a natural person buying goods outside their business activity) has the right to notify us of a decision to withdraw from the contract, without giving a reason, within 14 days of receiving the goods. The period starts the day after the consumer or a person authorised by them receives the goods; for orders with several items delivered in separate parcels, 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 is sent.
How to submit a request
Submit claims and returns quickly and easily through our online portal (no login required, in your language):
Submit a request via the portal →
- Open the portal and enter your first name, surname, email address and order number (in your order confirmation or on the invoice).
- Select the item or items, the type of request (return) and describe the problem.
- Attach photos of the product and packaging, or a video (larger files via a WeTransfer/SwissTransfer link).
- You will receive a case number and confirmation by email; you can check the status at any time via the link in that email.
We reply within the statutory deadline stated when the request is submitted.
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 the event of use, damage or missing packaging, we reserve the right to refuse 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 your request, return the item in one of two ways:
- via our GLS returns system — https://posljipaket.si/sl/vracilo/evitas. The return cost of €3.99 is deducted from the refund, as the buyer bears the cost of return;
- on your own via a carrier of your choice — you pay the postage directly.
The parcel must contain
- 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 sending with tracking.
Refunds
We issue refunds as soon as possible, and no later than 14 days after receiving the withdrawal notice, using the same payment method used for the purchase unless agreed otherwise. We may withhold the refund until the returned goods arrive or proof of dispatch is provided.
Exceptions
- No returns on made-to-measure products or products adapted to the buyer's wishes.
- No returns on personalised products.
- No returns on products that are unsuitable for return for hygiene reasons once the protective packaging has been opened (e.g. dummies, cosmetics, intimate products).
- The right of withdrawal does not apply to digital content not supplied on a tangible medium (e.g. e-books, guides, printable sheets in PDF format) where performance began with the buyer's express prior consent and their acknowledgement that they thereby lose the right of withdrawal.
- Legal entities have no right of withdrawal; returns are possible only under warranty or for lack of conformity.
Digital content and digital products
Digital products (e.g. e-books, guides and printable sheets in PDF format) are supplied electronically, immediately after successful payment, and are not supplied on a tangible medium. Return costs and the return address do not apply to digital products.
Right of withdrawal: under applicable consumer protection law, a consumer cannot withdraw from a contract for the supply of digital content not supplied on a tangible medium where performance began with their express prior consent, they acknowledged that they thereby lose the right of withdrawal, and they were sent confirmation of the concluded contract on a durable medium. By confirming an order containing a digital product, the buyer expressly consents to this.
If the file has not yet been downloaded: if the buyer has not yet downloaded the file, we may still grant a refund at our discretion. Write to us at info@evitas.si quoting the order number.
Problems with a file: if the link cannot be opened, the file is damaged, or it differs materially from the description, tell us at info@evitas.si. We remedy the lack of conformity by enabling a new download or sending an intact file; where that is not possible, the buyer is entitled to a proportionate price reduction or to terminate the contract and receive a refund.
Exchanges and returns at our Nova Gorica store
In our physical store we offer an exchange or credit note within 14 days of purchase, where there is no material defect or lack of conformity 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 carry their labels,
- items delivered in several parts (e.g. prams, high chairs, furniture) have not been assembled.
Please bring the invoice or the order number. In the store we issue a credit note (gift card or credit on a membership card), redeemable in the store. Returns are not possible for hygiene exceptions, personalised products or made-to-measure products.
Damaged, incorrect or faulty product? Submit the claim through the same portal (request type “claim”) — more on the Claims page.
We accept claims and returns exclusively through the portal. If the portal is not working, please let us know at info@evitas.si so we can fix it.
