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Privacy Policy and Terms of Service

The general terms and conditions of the online store have been compiled in accordance with the Consumer Protection Act (ZVPot), the Personal Data Protection Act (ZVOP-1) and the Electronic Communications Act (ZEKom-1).

The online store (hereinafter also referred to as the “Store”) is operated by the company ETOAA d.o.o., Oražnova ulica 10, 1000 Ljubljana, Slovenia, registration number: 8163782000, tax number: SI71703535, which is also an e-commerce service provider (in hereinafter also the seller or shop).

The General Terms and Conditions determine the operation of the online store, the rights and obligations of the user and the store, and regulate the business relationship between the store and the customer.

The buyer is bound by the general conditions that are valid at the time of purchase (placing an online order). When placing an order, the user is reminded of the general terms and conditions of business and confirms his / her acquaintance with them by placing an order.

Prices and validity of the offer

Prices are valid at the time of placing the order and do not have a predetermined validity. Prices are valid in case of payment with the methods of payment below under the conditions below. All special offers on the website are valid until the specified date or until the stock is sold out. We reserve the right to make errors in the description, price and delivery time. Prices are subject to change without notice.

Upon completion of the purchase, you will receive an order receipt confirmation via email with all the details of your order. The value of the order and the cost of postage can be seen from the price list on the order page and in the e-mail message you receive after confirming the order.

Methods of payment

Products purchased on the website can be paid for by bank transfer, via the Stripe payment system with a credit card or with the Paypal service.

Ordered products will be shipped as soon as the personalized product is finished for you or. no later than 15 working days from receipt of the order.


The sales contract between the store and the customer is concluded in the online store at the moment when the store sends the customer the first electronic message about the status of his order (with the title: Confirmation of receipt of the order). From this moment on, all prices and other conditions are fixed and apply to both the store and the buyer. The buyer is a person with the data as stated when placing the order. It is not possible to change customer data later. The sales contract (i.e. the first electronic order status message) is stored electronically on the store server.

Information on the company’s complaint procedure and information on how to return it

The consumer (this applies only to natural persons who acquire goods for purposes outside their gainful activity) has the right to notify the company (e-mail: within 14 days of receipt of the goods to withdraw from the contract without he should be given a reason for his decision. The deadline starts one day after the date of receipt.

The only cost borne by the consumer in connection with the withdrawal from the contract is the cost of returning the goods (which in the case of shipment is charged according to the price list of the delivery service and depends on whether it is a shipment / package / cargo). The goods must be returned to the seller no later than 30 days from the submitted notice of withdrawal from the contract (purchase) to the address ETOAA d.o.o., Oražnova ulica 10, 1000 Ljubljana, Slovenia.

The consumer shall not be entitled to withdraw from a contract the subject of which is goods which have been manufactured to the consumer’s exact instructions and which have been adapted to his personal needs and which, by their nature, are not eligible for repayment (Personalized products).

Upon withdrawal from a contract where a bonus, discount code or promotional code has been used, these funds are considered a discount and are not returned to the user. Only the amount paid is returned to the user. Upon withdrawal from the contract, the gift voucher is considered as a means of payment and returned to the user as a gift voucher, and the amount paid is returned to the user.

Refunds will be made as soon as possible and no later than 14 days after receipt of the notice of withdrawal.

In the event of withdrawal from the contract, the company shall immediately or no later than 14 days after receipt of the notice of withdrawal from the contract return all payments received. The company shall return the payments received to the consumer by the same means of payment as used by the consumer, unless the consumer has explicitly requested the use of another means of payment and the consumer does not incur any costs as a result.

The consumer cannot claim reimbursement of additional costs incurred if he has explicitly opted for a type of shipment other than the most affordable standard shipment offered by the company. In the case of sales contracts, the company may withhold the refund of payments received until the goods are returned or until the consumer provides proof that the goods have been returned.

The consumer shall bear only the cost of returning the goods in connection with the withdrawal.

The refund of the purchase price is returned to the buyer in the same form as the buyer used in the purchase. If the customer paid after the collection, the money will be transferred to his bank account for easier traceability. In agreement with the trader, the buyer can also request a different way of refunding the payment and the trader will try to satisfy his wishes, if possible and in accordance with the law (it will ensure traceability of cash flow and the trader will have proof to whom the money was transferred and why ).
The return of the received goods to the company within the deadline for withdrawal from the contract is considered a notice of withdrawal from the contract.

In exceptional cases, when the products are not returned in accordance with the ZVPot, we can offer the consumer the purchase of the product with the appropriate compensation, which is determined by the minutes upon return. Discounted redemption is taken into account upon confirmation by the consumer by e-mail. The consumer uses the said redemption only when ordering another product of the same or higher value.

The product contract withdrawal form is available here.

The right to a refund of the purchase price, warranty, material defects and incorrectly performed services is regulated in more detail by the provisions of the Consumer Protection Act (unofficial consolidated text).

Instructions for withdrawal from the contract

When buying online, it is not possible to physically view the products before purchase, so we provide you (within the legal framework) with the possibility of withdrawing from the contract. Because we want you to be able to do this as quickly and without complications as possible, we’ve put together a short list of things to look for when buying remotely:

Carefully open the package and keep it unchanged until you are completely sure that the product is suitable,
damage and scratches may occur when handling the product
Careless removal of protective films and materials can cause damage to the product
visible traces of use (dust, scratches, stains, dirt) are not suitable for withdrawal from the contract.

The buyer is liable for a decrease in the value of the goods if the decrease in value is the result of conduct that is not necessarily necessary to determine the nature, properties and functioning of the goods.

Products purchased remotely are not intended to be used within the statutory time to withdraw from the contract.

The option to withdraw from the contract is intended so that you can open the product, inspect it, and if it does not suit you, or if your expectations were different, withdraw from the purchase. These recommendations do not apply if the product is damaged at the time of purchase. In this case, it is a matter of claiming a material error.

In the event of a material defect, you can assert one of the following claims from the seller, which you choose yourself, within two months from the day you discovered the defect, and no more than two weeks may elapse from the day of purchase.

debugging or
exchange of goods or
refund of the amount paid in proportion to the error or
refund of the amount paid.

You must, of course, notify the seller of the defect, describe the defect in detail in the notice (sent to e-mail: and allow the seller to inspect the product. You can also notify the seller in person, and the seller must issue you a certificate.

If the error is not disputed, we will comply with your request as soon as possible, but no later than within eight days. If the error is disputed, we will respond to your request in writing within the same period. We recommend that you provide as much evidence (written and pictorial) as possible with the notice, which will show that the product was damaged before you received and used it.

In sales contracts, the company may withhold the refund of payments received until the returned goods are accepted or until the consumer provides proof that the goods have been returned, unless the company offers the option to take over the returned goods itself.

The sales contract (order) is stored in electronic form on the provider’s server, and a copy is automatically sent to the customer’s e-mail address. Upon request, the buyer can receive a copy of the contract (order) in electronic form to the e-mail address. The sales contract is concluded in the Slovenian language.

Non-acceptance of the ordered shipment

The buyer is obliged to pick up the ordered items within 14 days of receiving the electronic notification of the completed order, sms confirmation of the completed order or confirmation by e-mail. If the buyer does not accept the ordered items sent by cash on delivery in any case, and the package is returned to the company’s address after the waiting period at the post office or delivery service provider (14 days), it is NOT considered withdrawal from the contract, as the latter is still validly concluded and is a unilateral unannounced withdrawal of the buyer from the contract. The buyer has the option to inform the trader in writing (e-mail or sms) before the expiration of the 14-day deadline for collection of the shipment that he will not be able to pick up the item within the prescribed period, and the trader in agreement with the delivery service an additional 14 days, so the buyer has 28 days to pick up the shipment at no additional cost.

The merchant undertakes to do everything in his power to inform the customer about the possibility of receiving the package, which includes SMS notifications (if the customer enters a mobile phone number when ordering and agrees to receive SMS notifications) and e-mail notifications (in as long as the customer enters a mobile phone number when ordering and agrees to receive e-mail notifications). If the package is returned to the trader’s address, the trader will also inform the buyer by calling the telephone number (if the buyer wrote down the telephone number when ordering and allowed notification via this number) and offer him the solutions listed below.

In case of non-acceptance (if the shipment is returned to the dealer’s address) after 14 days (or 28 days in case of renewal), the buyer is responsible for paying the shipping / returning costs to the company and the contractual penalty covering shipping, packaging and administration costs. In case of one non-acceptance, the buyer can avoid paying the contractual penalty and other costs by re-ordering the same product in agreement with the merchant and taking it over. In this case, he pays no other cost. In the case of two non-acquisitions (the buyer orders twice and does not accept the package twice), the trader will prevent the buyer from paying cash on delivery based on the right to freely decide on the contractual relationship, and the buyer can avoid paying the contractual penalty and costs by ordering the same product pays in advance (Paypal, Moneta, proforma invoice) within 5 working days from the return of the second package to the merchant’s address.

If the buyer, who once did not pick up the shipment, does not want to order again, the merchant sends him a payment slip for the costs incurred, amounting to 3.8 euros for postage to the buyer, 3.8 euros for returning the package back to the merchant and a contractual penalty of 2 eur, so a total of 9.6 eur.

If the buyer, who has ordered the shipment twice and has not taken it over, does not want to re-order and pay in advance, the trader will send him a payment slip for the costs incurred, amounting to 7.6 euros for two postage to the buyer (2 x 3.8 euros), 7.6 euros for double return of the package to the dealer (2 x 3.8 euros) and a contractual penalty of 5 euros, ie a total of 20.2 euros.

In the event that the buyer does not pay the contractual penalty and the costs for which the merchant provides him with a payment slip, the case is handed over to the legal department, which will further regulate the payment and recovery of costs and damages. In this case, the buyer is also responsible for the payment of all court costs and legal costs, and the contractual penalty in the case of recovery through the legal service due to additional costs (administration, sending enforcement) is 20 euros. The total cost of recovering costs through the legal department is therefore 20 euros (contractual penalty) + the cost of postage to the buyer (3.8 euros for one shipment or 7.6 euros for two shipments) + the cost of returning the package to the merchant (3.8 euros for one shipping or 7.6 euros for two shipments) + total court costs.

Purchase process

To make a purchase on the website, enter your details in the order form and click on the order button.

Personalized product you order on is unique, personalized – prepared specifically based on your entered data. Making your product is done by next steps:

Choosing the length, gender, sport and entering name or text to create a personalized medal holder. Add the product to the cart (Add to cart).

Create your personalized product in the process described above. We are not responsible for errors in the selection of any data and entered in the “Name” field and are not the reason for the complaint.

Order confirmation: When you place an order, you will be redirected to a website with a message that your order has been accepted. In addition, you will receive an order confirmation at the entered e-mail address with all the information regarding the type of product, quantity, final price and delivery date.

Order cancellation: The order is considered confirmed if the customer does not cancel the order. Upon receipt of the order confirmation, the trader reviews the stock status or possibility of delivery. If the item cannot be delivered within the written deadline, the buyer is notified of the entered telephone number or. e-mail address. The customer can cancel the order by replying to the e-mail he received when ordering or. calls the phone number posted on the website. The order can be canceled within five hours of placing the order, after which the process of creating a personalized product begins.

Dispatch of goods: The trader prepares and dispatches the goods by the agreed method of shipment within the agreed time.

Notification of arrived shipment: If the delivery service is unable to deliver the shipment to the recipient, the recipient can pick up the shipment at the nearest delivery service parcel within 4 days. In this case, the delivery service will notify the recipient via SMS about the delivered package in the parcel machine.

Procedure for verifying order details

The buyer has the opportunity to check the content of the order before purchase. In the order form it is possible to check at any time before the order:

Name, surname and address of the buyer
Phone number and e-mail address of the customer
Type of ordered goods (item)
Personalized data that will be on the item
Order price
Shipping costs

When the customer submits the order to the entered e-mail address, he receives a summary with the details of the order, which also contains all the above information and the estimated delivery time.

During the working hours of ETOAA d.o.o., the customer can also check the status and details of his order on the -mail published on the website (

Changing the order

The order can be canceled or changed within five hours after the order has been placed, after which time the process of creating a personalized product has already begun and cancellation / changes are no longer possible.

Protection of personal data

The provider undertakes to permanently protect all personal data of the user. The provider will use personal data exclusively for the purpose of fulfilling the order (sending information material, offers, invoices) and other necessary communication.
Under no circumstances will the user’s data be passed on to unauthorized persons. The user is also responsible for the protection of personal data by ensuring the security of his username and password.


The provider will contact the user via means of distance communication only if the user does not explicitly object. Advertising e-mails and / or SMS messages will contain the following components:

will be clearly and unambiguously marked as advertising messages,
the sender will be clearly visible,
the various campaigns, promotions and other marketing techniques will be marked as such, and the conditions for participating in them will be clearly defined,
the method of unsubscribing from receiving advertising messages will be clearly presented,
the user’s wish not to receive advertising messages will be explicitly respected by the provider.

Legal notice

The online store and all data on it, images of articles, graphic and video elements on the website are protected by the Copyright Act and may not be reproduced or used without prior written permission. The brand and logo are owned by ETOAA d.o.o.

Complaints and disputes

The provider complies with applicable consumer protection legislation. The provider makes every effort to fulfill its duty to establish an effective complaint handling system and to designate a person with whom the customer can contact by phone or e-mail in the event of problems. The complaint is submitted via email to The appeal procedure is confidential. The bidder will acknowledge receipt of the complaint within five working days, inform the buyer how long it will take to process it, and keep him informed of the progress of the procedure. The provider is aware that the essential feature of a consumer dispute, at least as far as judicial settlement is concerned, is its disproportion between the economic value of the claim and the costs incurred in resolving the dispute itself. This is also the main obstacle to the consumer not initiating a dispute in court. Therefore, the provider strives to the best of its ability to resolve any disputes amicably.

Notification and E-news

The user agrees that when subscribing to e-newsletters, we periodically inform him about news on the site, news in the offer and promotions. The provider undertakes not to misuse or pass on the user’s e-mail address to a third party in any way. The user can unsubscribe from receiving news at any time.

Company information Name: ETOAA d.o.o., Oražnova ulica 10, 1000 Ljubljana, Slovenia, registration number: 8163782000, tax number: SI71703535, TRR: SI56 6100 0001 9033 881 (Delavska Hranilnica dd), The company is liable for VAT, Date of registration entity in the court register: 13. 3. 2018.

Possibility of out-of-court settlement of consumer disputes

In accordance with legal norms, we do not recognize any out-of-court resolution provider
consumer disputes as competent for resolving a consumer dispute that could be initiated by the consumer
in accordance with the Out-of-Court Settlement of Consumer Disputes Act. ETOAA d.o.o., which as
the provider of goods and services enables online trade in the territory of Slovenia, on its website
publishes an electronic link to the online consumer dispute resolution platform (SRPS).
The platform is available to consumers at this link.

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