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Refund and Returns Policy

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.

Need help?

Contact us at for questions related to refunds and returns.

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