Refund Policy

1. Right of Withdrawal (The 14-Day Cooling-Off Period)

 

As a consumer in the European Union (EU), you have the right to withdraw from this contract within 14 calendar days without giving any reason.

• The withdrawal period will expire after 14 days from the day on which you receive the goods.

• To exercise the right of withdrawal, you must inform us of your decision by an unequivocal statement (e.g., a letter sent by post or e-mail) to the contact details provided below.

 

2. Eligibility for Returns

 

To be eligible for a return, your item must be:

• Unused and in the same condition that you received it.

• In the original packaging.

• Returned within 14 days from the day you notified us of your decision to withdraw.

 

Important Note on Custom-Made Items:

 

Since your items are custom-made after your order is placed, we can only accept returns if the item meets the conditions above.

• Exceptions: We cannot accept returns for items that were specially personalized (e.g., specific names or custom text that prevents resale), unless the item is defective, damaged, or significantly differs from the product description.

 

3. Return Process

 

1. Notification: Send an email to luhovibe@yahoo.com stating your order number and reason for return.

2. Confirmation: We will confirm your return request and provide you with the exact return address.

   • DO NOT send your purchase back to the sender's address without prior authorization, as this may delay your refund.

3. Shipping: You are responsible for paying for your own shipping costs for returning your item (unless the item is faulty/damaged). Shipping costs are non-refundable.

Return Address: Luka Horžen s.p., Globoko 13c, 8254 Globoko, Slovenia

 

4. Faulty, Damaged, or Incorrect Items

 

If the item you received is defective, damaged, or if you received the wrong item, please contact us immediately (within 7 days of receipt) at luhovibe@yahoo.com.

• We will require photographic evidence of the defect or damage.

• In this case, we will either send a replacement free of charge or issue a full refund, and we will cover the return shipping costs or arrange a collection (if applicable).

 

5. Refunds

 

Once we receive your returned item and inspect it, we will send you an email to notify you that we have received your returned item and whether the refund is approved or rejected.

• If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 14 calendar days after we received the goods or proof that you have returned them.

 

6. Contact Information

 

If you have any questions concerning our returns policy, please contact us at:

• Email: luhovibe@yahoo.com