Refund and Returns Policy

HomeRefund and Returns Policy

Refund and Returns Policy

  1. Provider Information

The provider and operator of the Elato online store is:

AGORAVET, pakiranje, d.o.o.
Ulica Alojza Kajina 4
1000 Ljubljana
Slovenia

Company registration number: 8702403000
VAT ID: SI87951002
E-mail: info@agoravet.net
Telephone: +386 69 788 903

  1. Right of Withdrawal

In the case of a distance contract, the consumer has the right to withdraw from the contract within 14 days without giving any reason.

To exercise the right of withdrawal, the consumer must inform the provider of the decision to withdraw from the contract by means of a clear and unambiguous statement. The notification may be sent to info@agoravet.net.

The consumer may also use the model withdrawal form provided at the end of this document, but use of the form is not mandatory.

  1. Start of the Withdrawal Period

For a sales contract, the 14-day withdrawal period begins on the day on which the consumer, or a third party designated by the consumer other than the carrier, acquires physical possession of the goods.

If a single order contains several items that are delivered separately, the period begins on the day on which the consumer or the designated third party acquires physical possession of the last item or the last delivery.

  1. Return of Goods

If the consumer has already received the goods and withdraws from the contract, the goods must be returned without undue delay and no later than 14 days from the day on which the consumer informed the provider of the withdrawal.

Return address: AGORAVET, pakiranje, d.o.o., Ulica Alojza Kajina 4, 1000 Ljubljana, Slovenia.

The goods are deemed to have been returned on time if the consumer sends them before the expiry of the 14-day return period.

After receiving the notice of withdrawal, the provider may, where necessary, provide the consumer with instructions for returning the goods.

  1. Return Costs

The direct cost of returning the goods is borne by the consumer, unless the provider expressly determines otherwise or the consumer was not informed of this obligation in advance.

  1. Handling of Goods and Diminished Value

The consumer may handle the goods only to the extent necessary to establish their nature, characteristics and functioning.

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.

A reduction in the value of the goods does not in itself automatically result in the loss of the right of withdrawal, but the provider may claim an appropriate reduction in value from the consumer in accordance with applicable law.

  1. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply in the cases provided for by ZVPot-1.

For products offered in the Elato online store, where the statutory conditions are met, this may include, among other things, goods that are liable to deteriorate or expire rapidly, as well as sealed goods that are not suitable for return due to health protection or hygiene reasons if the consumer has unsealed them after delivery.

If a statutory exception to the right of withdrawal applies to a particular product, the consumer will be appropriately informed.

  1. Refund of Payments

In the event of a valid withdrawal from the contract, the provider will refund the consumer, without undue delay and no later than 14 days from the day on which the provider receives the notice of withdrawal, all payments received, including the cost of the least expensive standard delivery method offered by the provider for the order concerned.

The refund is generally made using the same payment method used by the consumer for the purchase, unless the consumer expressly agrees to another method and does not incur any additional costs as a result.

The provider may withhold the refund until the returned goods are received or until the consumer provides evidence that the goods have been sent back, unless the provider collects the returned goods itself.

If the consumer expressly chose a more expensive delivery method than the least expensive standard delivery method offered by the provider, the provider is not required to reimburse the additional costs resulting from that choice.

  1. Damaged, Incorrectly Delivered or Non-Conforming Goods

The right of withdrawal from the contract without giving a reason is separate from the consumer’s rights in the event of non-conforming, damaged or incorrectly delivered goods.

If the product is damaged upon delivery, incorrectly delivered or does not conform to the contract, the customer should notify the provider at info@agoravet.net and provide the order number, a description of the problem and, where possible, photographs of the product or packaging.

Such claims are handled in accordance with the provisions of ZVPot-1 concerning conformity of goods and without prejudice to the consumer’s other statutory rights.

  1. Contact

For questions regarding withdrawal from the contract and returns, please contact us at info@agoravet.net.

  1. Model Withdrawal Form

(Complete and return this form only if you wish to withdraw from the contract.)

To: AGORAVET, pakiranje, d.o.o., Ulica Alojza Kajina 4, 1000 Ljubljana, Slovenia; e-mail: info@agoravet.net

I hereby give notice that I withdraw from the contract for the sale of the following goods:
______________________________________________

Order number: ______________________________

Order date: ______________________________

Date of receipt of goods: ______________________________

Consumer’s first and last name: ______________________________________________

Consumer’s address: ______________________________________________

Date: ______________________________

Consumer’s signature (only if this form is submitted on paper): ______________________________