Refund policy

This policy applies to purchases of Diabdermix brand products sold in the online store by ANVIalliance d.o.o., company registration number 96670224000, tax number 88593894, with its registered office at Kotnikova 5, 1000 Ljubljana (the “Seller”).

1. Right to withdraw from the contract within 14 days

The consumer may notify the Seller within 14 days of taking delivery of the goods that they are withdrawing from the contract, without giving a reason. If an order consists of several products delivered separately, the period starts on the day the consumer takes delivery of the last product.

Please send your withdrawal notice to diabdermix@gmail.com. Include your full name, order number and the products you are withdrawing from. To meet the deadline, it is sufficient to send the notice before the 14-day period expires.

Products with an opened seal

Under point 7 of paragraph 1 of Article 135 of the Slovenian Consumer Protection Act (ZVPot-1), the consumer has no right to withdraw from the contract for sealed goods that are unsuitable for return for health protection or hygiene reasons if the consumer has opened the seal after delivery.

This exception applies to an individual product only if that product meets the statutory conditions. If a product is sealed with protective film, a security seal or other packaging that ensures the product has not been opened, the consumer cannot withdraw from the contract for that product once the seal has been opened. Opening the outer shipping box or packaging that does not constitute the product seal does not, by itself, amount to opening the seal.

If a product is not covered by this exception, the consumer may still withdraw from the contract even if they handled the product beyond what was necessary to establish its nature, characteristics and functioning. In that case, the consumer may be liable for any resulting reduction in the product’s value.

The right to make a claim for a lack of conformity is unaffected by whether the packaging or seal has been opened.

2. Returning goods after withdrawal

If you have notified the Seller that you are withdrawing from the contract, you must send the goods back no later than 14 days from the day you sent the withdrawal notice.

Send the goods to:
Dunajska cesta 23, 1000 Ljubljana, Slovenija
ANVIalliance d.o.o.

The consumer bears the direct cost of returning the goods, unless the Seller has informed the consumer in advance that it will cover this cost. The consumer is not required to use a particular carrier, but we recommend keeping proof of postage.

3. Refunds

If the consumer validly withdraws from the contract, the Seller will refund all payments received without undue delay and no later than 14 days after receiving the withdrawal notice, including the cost of basic delivery. If the consumer chose a more expensive delivery method than the least expensive standard delivery offered, the Seller is not required to refund the additional cost of that delivery method.

For a sales contract, the Seller may withhold the refund until it has received the returned goods or the consumer has provided proof that they sent the goods back—whichever happens first. The refund will be made using the same payment method the consumer used for the purchase, unless the parties agree otherwise and the consumer incurs no fees as a result.

4. Lack of conformity — making a claim

The Seller is liable for any lack of conformity that existed at the time of delivery and becomes apparent within two years of delivery. If the lack of conformity becomes apparent within one year of delivery, it is presumed to have existed at the time of delivery.

A lack of conformity may include, for example, a Diabdermix product that is damaged on delivery, has already passed its expiry date on delivery, or has a defective dispenser when used normally. The assessment will also take into account the product description, labelling, expiry date and other characteristics the consumer may reasonably expect.

The consumer must notify the Seller of the lack of conformity within two months of discovering it. Please send your notice to anvialliance@gmail.com and include:

• the order number or proof of purchase;
• the product name and a description of the issue;
• when you discovered the issue;
• photographs, if they may help with the assessment.

Please allow the Seller to inspect the product. If the product needs to be sent in for inspection or replacement, the Seller will provide further instructions. The Seller bears the costs associated with bringing the goods into conformity.

Consumer rights in the event of a lack of conformity

As a general rule, the consumer may first request that the goods be brought into conformity free of charge—by repair or replacement, if the chosen option is possible and does not impose disproportionate costs. The goods must be brought into conformity within a reasonable time, which may not exceed 30 days. In cases provided for by law, the period may be extended by up to 15 days, and the Seller must notify the consumer of the extension in time.

The consumer may request a proportionate price reduction or withdraw from the contract and request a refund in the circumstances set out by law—for example, if the Seller does not bring the goods into conformity within the required period, if the lack of conformity is sufficiently serious, or if it becomes apparent within fewer than 30 days of delivery. The Seller bears the cost of returning goods that lack conformity.

5. Questions and contact details

For withdrawal notices, returns and claims for lack of conformity, please contact us at:
Email: diabdermix@gmail.com
Address: Dunajska c. 23, 1000 Ljubljana, Slovenija

The information on consumers’ statutory rights does not limit those rights. Further rules on withdrawal and lack of conformity are set out in the Slovenian Consumer Protection Act (ZVPot-1).