Refund policy

In accordance with the provisions of ZVPot-1, the consumer may withdraw from the contract within 14 days without having to state a reason for their decision.

The consumer may notify the travel agency of his withdrawal from the contract by filling out the withdrawal form , or by notifying the travel agency in writing, with an unambiguous statement that he is withdrawing from the contract.

The burden of proof for the asserted right of withdrawal from the contract lies with the consumer.

If the consumer has already received the goods and withdraws from the contract, he shall return them to the company or the person authorized by the company to take over the goods, immediately or at the latest within 14 days after the notification of withdrawal from the contract. In the event of withdrawal from the contract, the Provider must, within 14 days of withdrawal from the contract, return all payments received that were charged to the consumer upon conclusion of the contract (placement of the order), using the same means of payment as the consumer used, unless the consumer has expressly agreed to another means of payment. The latter shall not return payments received that the Provider is obliged to return for the stated reason in cash.

In the case of a sales contract, the company may withhold the refund of payments received until the returned goods have been received or until the consumer provides proof that he has sent the goods back, unless the company offers the option of collecting the returned goods himself.

Items sealed in protective foil are not returnable once the foil has been opened. The right of withdrawal does not apply to sealed goods that are not suitable for return for health or hygiene reasons if the protective packaging has been opened after delivery (Article 16(e) of Directive 2011/83/EU).

Items that are custom-made or personalized according to the buyer's wishes are not returnable. The right of withdrawal does not apply to goods that have been made to the consumer's specifications or have been clearly personalized (Article 16(c) of Directive 2011/83/EU).

By completing the purchase of an e-book, you expressly agree that the performance of the contract begins immediately after payment, and you confirm that you thereby lose the right to withdraw from the contract in accordance with Article 43f of the Consumer Protection Act.

In the event of returning goods and withdrawing from the contract in accordance with the provisions of ZVPot-1, the User only covers the costs of returning the goods.

A consumer is a natural person who acquires or uses goods and services for purposes outside their professional or gainful activity. The possibility of withdrawal from the contract in accordance with ZVPot-1 therefore does not apply to legal entities .

The consumer is liable for the diminished value of the goods if the diminished value is the result of conduct that is not strictly necessary to establish the nature, properties and functioning of the goods.

The consumer's liability for the reduced value of the goods may amount to the full regular retail price of the goods on the day of purchase of the goods. Due to the aforementioned liability for the reduced value of the goods, the Provider recommends that the consumer return the goods for which he claims withdrawal from the contract undamaged, unused and in the same quantity, unless the product is destroyed, damaged, lost or the quantity has decreased, all through no fault of the consumer. In the event that the Provider determines that the returned goods are damaged or that the returned quantity does not match, the consumer is responsible for the reduced value of the goods if the reduced value is the result of conduct that is not strictly necessary to determine the nature, properties and functioning of the goods.

The consumer is only liable for any diminished value of the goods resulting from handling of the goods that is not strictly necessary to determine the nature, characteristics and functioning of the goods. The consumer may inspect and test the products to the extent strictly necessary to establish the actual condition, i.e. the consumer examines the goods with all due care and in the manner that he would normally do in a shop. The provider recommends that the consumer carefully open the packaging, keep it in its original condition, and keep the labels attached to the product until he is sure that the product is suitable. Since it is clothing, the provider suggests that the child check the appropriate size by trying it on over other clothing and not on bare skin, whereby the provider also recommends that the consumer be careful not to see traces of makeup and powder.

The provider cannot deprive the consumer of the right to withdraw from the contract and thus receive a refund solely on the basis of a decrease in the value of the goods due to the consumer's actions.

In the case of partial withdrawal from the contract and the return of only individual products, any promotional discounts that were determined as a discount on an individual product in the box (e.g. 3 for 2 promotion, discount on the third product in the basket, etc.) are taken into account upon return in such a way that the amount of the calculated discount is evenly redistributed across all products in the basket. The consumer is thus entitled to a refund of the purchase price in the amount of the value of the returned product, taking into account the discount calculated on all products in the basket.

Requests for additional information can be sent to the email address info.bodyqueen@gmail.com

RETURN OF GOODS in case of defective goods or damaged products

If the company is responsible for the packaging or the product is damaged, the company will cover the return shipping costs. In any case, the consumer must enclose a completed Return or Exchange Form with the package.

Return address:

Body Queen Cosmetics
Rozmanova Street 13
6250 Ilirska Bistrica

*Our company does not assume the risk of refund delays that may arise due to the bank or online bank transfer application.

Article 135 (exceptions to the right to withdraw from the contract)

Unless the contracting parties have agreed otherwise, the consumer does not have the right to withdraw from the contract referred to in the previous article in the following contracts:

about goods that are manufactured according to the consumer's precise instructions and adapted to his personal needs;

on goods that are perishable or have a short shelf life;

on the delivery of sealed goods that are not suitable for return due to health protection or hygiene reasons, if the consumer has opened the seal after delivery;

on the supply of goods which, due to their nature, are inseparably mixed with other items;

about the purchase of gift cards, which are transferable securities and are not subject to return or exchange;

(1) In the event of non-conformity of the goods, the consumer who has notified the seller of the non-conformity of the goods is entitled, under the conditions and in the order set out in this section, to:

1 requires the seller to bring the goods into conformity free of charge;
2 requests a reduction in the purchase price in proportion to the lack of conformity or withdraws from the sales contract and requests a refund of the amount paid.

(2) The consumer may withhold payment of the remaining part of the purchase price or part of that remaining part of the purchase price until the seller has fulfilled his obligation under this section. The consumer shall exercise this right by making a statement informing the seller of his decision.

(3) In any case, the consumer also has the right to demand compensation from the seller for damages, in particular reimbursement of the costs of materials, spare parts, work, transfer and transportation of goods, which arise due to the exercise of the warranty claim referred to in the first paragraph of this article.

ESTABLISHING COMPLIANCE

(1) The consumer may require the seller to bring the goods into conformity free of charge and without significant inconvenience to the consumer, within a reasonable period of time from the moment the seller is informed of the lack of conformity, which shall not exceed 30 days, taking into account in particular the nature of the goods and the purpose for which the consumer requires the goods.

(2) The period referred to in the previous paragraph may be extended to the minimum period necessary to complete the repair or replacement, but not more than 15 days. The nature and complexity of the goods, the nature and seriousness of the lack of conformity and the effort required to complete the repair or replacement shall be taken into account when determining the extended period. The seller shall inform the consumer of the number of days for which the period may be extended and the reasons for its extension before the expiry of the period referred to in the previous paragraph.

(3) The conformity of the goods shall be deemed to have been established free of charge if the seller also bears the payment of the necessary costs incurred in establishing the conformity of the goods, in particular the costs of shipping, transport, labour or materials.

(4) In order to restore the conformity of the goods, the consumer may choose between repair of the goods and replacement of the goods with new, faultless goods, unless:

• the fulfillment of the selected warranty claim is impossible or
• the fulfillment of the selected warranty claim represents a disproportionate cost for the seller compared to another warranty claim, taking into account all the circumstances.

(5) The circumstances referred to in the second indent of the previous paragraph are, in particular, the value that the goods would have had if they were not non-conforming, the significance of the non-conformity and the possibility of securing another warranty claim for the consumer without significant inconvenience.

(6) The seller may reject the consumer's warranty claim to establish the conformity of the goods if repair and replacement are not possible or if they would cause him disproportionate costs, taking into account all the circumstances, including those referred to in the previous paragraph.

(7) Where the repair or replacement of the goods is necessary to restore conformity, the consumer shall make the goods available to the seller. Where the replacement of the goods is necessary to restore conformity, the seller shall take back the replaced goods at his own expense.

(8) Where goods which were installed in accordance with their nature and purpose before the lack of conformity became apparent must be removed for the purposes of repair or replacement of the goods, the obligation to repair or replace the goods shall also include the removal of the non-conforming goods and the installation of replacement or repaired goods or the covering of the costs of such removal and new installation.

(9) The consumer is not required to pay for the normal use of the replaced goods in the period prior to the replacement.

Reduction of the purchase price and withdrawal from the sales contract

(1) The consumer may request a proportional reduction of the purchase price or withdraw from the sales contract in any of the following cases:

• the seller has not repaired or replaced the goods or, where applicable, has not completed the repair or replaced the goods in accordance with this Act or has rejected the consumer's warranty claim for the establishment of conformity of the goods in accordance with the sixth paragraph of the previous article;
• the non-conformity exists even though the seller has attempted to establish conformity;
• the nature of the lack of conformity is so serious as to justify an immediate proportional reduction of the purchase price or withdrawal from the sales contract, or
• the seller has stated or it is obvious from the circumstances that the seller will not bring the goods into conformity within a reasonable time or without significant inconvenience to the consumer.

(2) Notwithstanding the previous paragraph, the consumer may withdraw from the sales contract and request a refund of the amount paid if the lack of conformity occurs within less than 30 days of the delivery of the goods.

(3) If the consumer requests a proportional reduction in the purchase price, the reduction in the purchase price shall be proportional to the reduction in the value of the goods received by the consumer compared to the value that the goods would have had if they were in conformity.

(4) The consumer shall exercise his right to withdraw from the sales contract by means of a statement informing the seller of his decision to withdraw from the sales contract.

(5) Where the lack of conformity relates only to part of the goods supplied under the sales contract and there is a reason for withdrawal from the sales contract in accordance with the first or second paragraph of this Article, the consumer may withdraw from the sales contract in respect of those goods and any other goods acquired together with the non-conforming goods, if the consumer cannot reasonably be expected to retain only the goods which are in conformity.

(6) When the consumer withdraws from the sales contract, the consumer shall return the goods to the seller at the seller's expense.

(7) The consumer may not withdraw from the sales contract if the lack of conformity is only minor. The burden of proof as to whether the lack of conformity is minor shall be borne by the seller.

Notification of non-conformity and inspection of goods

(1) The consumer may exercise his rights arising from a lack of conformity if he notifies the seller of the lack of conformity within two months from the date on which the lack of conformity was established.

(2) The consumer shall describe the non-conformity in detail in the notice of non-conformity.

(3) The consumer may notify the seller of the lack of conformity in person, of which the seller shall issue a receipt, or may send it to the store where the goods were purchased, or may notify the seller's representative with whom he concluded the sales contract.

(4) The consumer shall allow the seller to inspect the goods that the consumer claims are non-conforming.

In the event of withdrawal from the contract for items purchased in the 1+1 or 2+1 free promotion, the customer must return all items, as the contract is concluded for all items. Only in the event of the return of all items is the customer entitled to a refund.

If the customer received a gift (promotional product) with the purchase, they must also return it in the event of withdrawal from the contract. If the gift is not returned, the seller reserves the right to deduct the value of the gift from the refund.