Refund policy

Returns and refunds

14-day right of withdrawal

As a consumer, you may withdraw from the purchase without giving a reason within 14 days of receiving your parcel. Withdrawal applies to products in their unopened and undamaged original packaging.

To withdraw, email us at doo.inklukva@gmail.com with your order number and the products you are returning. Send the products back no later than 14 days after notifying us, to: Medeno srce, Inklukva d.o.o., Blaževa ulica 10, 4220 Škofja Loka, Slovenia. The cost of returning the products is borne by the customer.

We will refund the purchase price, including standard delivery costs, no later than 14 days after receiving your withdrawal notice, using the same payment method you used. We may withhold the refund until we have received the products back or you have provided proof that you have sent them.

Exceptions

The right of withdrawal does not apply to:

food products whose packaging has been opened after delivery (for health protection and hygiene reasons);
food that spoils quickly, such as cakes and fresh desserts;
products made to order or personalised for the customer.

Damaged or wrong product

Please check your parcel when you receive it. If a product is damaged, defective or you received the wrong item, email us as soon as possible at doo.inklukva@gmail.com with a photo of the product and the packaging. We will send you a replacement or refund the purchase price at no extra cost.

Exchanges

We do not exchange products directly. If you would like a different product, return the unopened product following the procedure above and place a new order.