1. Your 14-day withdrawal right
For covered distance purchases, you have 14 days from receipt of the goods to tell us that you want to withdraw, without giving a reason. Where one order is delivered in separate parts, the applicable period generally starts when you receive the last item or part.
Send a clear withdrawal statement to adriaessence@gmail.com or by post to Adria Essence d.o.o., Pod bori 2, 1218 Komenda, Slovenia. You may use the model form below, but you do not have to. Sending your notice before the deadline is sufficient. Our approval is not a condition of withdrawal.
2. Returning the goods
Send the goods back without undue delay and within 14 days after telling us you are withdrawing, unless we offer to collect them. Contact customer service for the return-routing instructions before posting; you do not need to wait for instructions to send your withdrawal notice.
Pack the items securely and keep proof of dispatch. Include the order reference so we can identify the return. Original packaging is helpful, but it is not a blanket condition for exercising the legal withdrawal right.
For a change-of-mind return, you pay the direct return postage if that obligation was disclosed before the purchase, unless your offer states that we will pay it. We do not charge a restocking or withdrawal-handling fee.
3. Opened products and personal sets
The withdrawal right can be excluded for sealed goods that are unsuitable for return for health-protection or hygiene reasons when their seal is opened after delivery. The exception applies only where its legal conditions are met and the relevant information was provided before purchase.
Cosmetics are not automatically excluded from returns as a whole. Outside a valid exception, you may be responsible for diminished value caused by handling beyond what is necessary to establish a product's nature, characteristics and functioning.
Choosing a personal bundle of standard products does not by itself make the goods bespoke. Any different rule for a genuinely custom-made product must be explained before you order. None of these exceptions removes your rights for a faulty or misdescribed product.
4. Refunds after withdrawal
We refund the payments due without undue delay and within 14 days after receiving your withdrawal notice. For a full eligible withdrawal, this includes the cost of the least expensive standard outbound delivery we offered. An additional amount you chose to pay for a more expensive delivery method need not be refunded.
We may withhold a refund until we receive the goods or you provide evidence of sending them back, whichever happens first, unless we have offered to collect them. Refunds use the same payment method unless you expressly agree otherwise, at no additional cost to you.
A discounted product retains its statutory rights. Taxes included in a payment are not subject to a blanket no-refund rule.
5. Damaged, faulty or incorrect products
Email adriaessence@gmail.com with your order reference and a description of the problem. Tell us whether the product was damaged, incorrect or otherwise failed to match the contract. Stop using a product that appears damaged or unsafe.
We arrange the remedy required by law without charging you the necessary costs of resolving a conformity problem. Depending on the circumstances, this can involve replacement or repair where appropriate, a price reduction or termination and refund.
Covered EU consumer purchases have statutory conformity protection of at least two years from delivery. The rules concern conformity with the contract and do not extend a cosmetic's expiry date or period after opening. Keep following the product's storage and use instructions.
For purchases governed by Slovenian consumer law, notify us of a conformity problem within two months after discovering it and allow us to inspect the goods. If the problem appears less than 30 days after delivery, you may terminate the contract and request a refund, subject to the rules on a merely minor lack of conformity.
Where repair or replacement is the appropriate remedy under Slovenian law, it must be completed within a reasonable period of no more than 30 days. A justified extension of up to 15 days requires notice of its length and reasons before the original period ends. If we dispute the existence of the problem, we explain this in writing within eight days of receiving the claim.
When a Slovenian conformity claim gives you a right to terminate, we refund the amount paid without undue delay and no later than eight days after receiving the goods or proof of their return. A justified price reduction is refunded within eight days after the request. These deadlines are separate from the change-of-mind withdrawal procedure.
6. Purchases through another retailer
This policy covers purchases agreed directly with Adria Essence. For goods bought from another retailer, contact that seller to exercise your contractual rights. You can still contact us with a product-safety concern.
7. Model withdrawal form
Complete and send this form only if you want to withdraw from the contract. Delete alternatives that do not apply. A signature is needed only if you send the form on paper.
- To: Adria Essence d.o.o., Pod bori 2, 1218 Komenda, Slovenia; adriaessence@gmail.com.
- I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods: [goods].
- Ordered on [date] / received on [date].
- Name of consumer(s): [name].
- Address of consumer(s): [address].
- Signature of consumer(s), only if this form is notified on paper: [signature].
- Date: [date].
8. Help with a return
Our customer-service hours are Monday to Friday, 10:00 to 17:00, Slovenian local time. Email adriaessence@gmail.com or use Contact us. A service-hours schedule does not shorten a legal deadline or prevent you from sending a notice outside those hours.
