Refund policy
The consumer has the right to notify the company in writing within 14 days of receiving the goods, by contacting us at info@ooo-la-la.com, that they are withdrawing from the contract without having to provide a reason for their decision. The consumer may submit the notice of withdrawal to the company using the withdrawal form (PDF) or by making an unequivocal statement clearly indicating that they are withdrawing from the contract (purchase). The only cost borne by the consumer in connection with the withdrawal is the cost of returning the goods.
The notice is considered to have been submitted on time if the shipment is dispatched within the period specified for withdrawal from the contract. We do not accept cash-on-delivery shipments. The goods must be returned to the company no later than 14 days after the notice of withdrawal.
The received goods must be returned undamaged and in the same quantity, unless the goods have been destroyed, damaged, lost or reduced in quantity through no fault of the consumer.
The consumer does not have the right to withdraw from contracts concerning goods that, due to their nature, are not suitable for return. For example, products cannot be returned if their safety seal has been broken, removed or otherwise damaged; if their packaging or protective film preventing direct contact with the skin has been opened or destroyed; or if we cannot state with certainty that the products have not been opened. These products cannot be returned for reasons of hygiene and health protection.
When returning items purchased using a promotional code, the promotional value is treated as a discount and is not refunded upon return. Only the amount paid is refunded.
We will refund the purchase price as soon as possible and no later than 14 days after receiving the product at our address.
The company will refund the payments received from the consumer using the same payment method used by the consumer, unless the consumer has expressly requested another payment method and does not incur any costs as a result. For more detailed information about the product return procedure, please email us at info@ooo-la-la.com.
If the customer returns the product within 14 days and exercises the right to a refund, the company will refund the total amount paid, including the purchase price of the product, postage costs and transaction costs.
The consumer may exercise their rights arising from a material defect if they notify the company of the defect within two months of the date on which the defect was discovered. In the notice, the consumer must describe the defect in detail and allow the seller to inspect the item. If the customer exercises the right to a refund for a product with a material defect (a product damaged during manufacturing), the seller is required to refund only the purchase price of the product. The seller is not liable for material defects in goods that become apparent more than two years after the product was delivered.
A defect is considered material:
1. if the item does not have the characteristics necessary for its normal use or sale;
2. if the item does not have the characteristics necessary for the particular use for which the customer is purchasing it and which was known, or should have been known, to the seller;
3. if the item does not have the qualities and characteristics that were expressly or implicitly agreed upon or prescribed;
4. if the seller delivered an item that does not correspond to the sample or model, unless the sample or model was shown for information purposes only.
If a product has a material defect and the consumer has correctly notified the seller of the defect, the consumer has the right to request that the company:
- remedy the defect in the goods; or
- refund part of the amount paid in proportion to the defect; or
- replace the defective goods with new, faultless goods; or
- refund the amount paid.
The option to return goods does not apply to software, audio or video media, or if the consumer has opened the safety seal, used the products or carried out similar actions.
Exchange of goods
If you purchased a product in the wrong size or one that is otherwise unsuitable for you, you may exchange it for another product within 14 days of purchase. You must send the undamaged product to our address and inform us which product you would like in exchange. Any difference in price may be paid by you or refunded to your bank account.
Where should the goods be returned?
The goods must be returned to the seller at the following address:
Spletna prodaja Nataša Spreitzer s.p.
Pot na Debeli Hrib 54
1291 Škofljica, Slovenia
We do not accept cash-on-delivery shipments. The customer is responsible for the postage costs of returning the goods.
How should the ordered goods be returned?
Because products purchased online cannot be physically inspected before purchase, we allow customers to return or exchange products within the applicable legal framework. To ensure that the return process proceeds without complications, please follow these instructions:
Open the packaging carefully, try to damage it as little as possible and retain all of it in its original condition. Please note: do not open sealed products.
When trying on clothing, underwear or swimwear, check the size by trying the items on over other clothing and not directly against bare skin.
Products intended for vaginal, anal or oral use, as well as other products that come into contact with bodily fluids, cannot be returned after use for health and hygiene reasons.
Handling a product may cause damage and scratches. Damaged products cannot be returned.
Do not open items with a safety seal. If the seal has been broken, the item cannot be returned. This includes audio and video media.
Products displaying visible signs of use, including dust, hair, scratches, stains or dirt, are not suitable for return because they are considered unhygienic.
Visible signs of installation, including used guides or installation scratches, are damage that may occur during installation. Therefore, do not install products until you are certain that they meet your requirements.
If a product stops working, clean it and return or send it by registered mail, without cash on delivery, to our address: Spletna prodaja Nataša Spreitzer s.p., Pot na Debeli Hrib 54, 1291 Škofljica, Slovenia. If the product is dirty, we will not inspect it and will instead return it to your address.
Products purchased remotely are not intended to be used during the statutory withdrawal period.
Returning damaged shipments
If, upon receiving a shipment, you notice that the product or package is physically damaged, that contents are missing or that it shows signs of having been opened, you may refuse delivery and the delivery provider will return the package to us. If you notice damage to the product after receiving and opening the package, please contact us and we will ensure that the complaint is resolved as quickly as possible.
Complaints
The provider complies with applicable consumer protection legislation. The provider will make every effort to fulfil its obligation to establish an effective complaint-handling system and appoint a person whom customers can contact by telephone or email in the event of any problems. Complaints must be submitted in writing by email to info@ooo-la-la.com. Within five working days, the provider will confirm receipt of the complaint, inform the customer how long the complaint will take to process and keep the customer informed throughout the procedure. The provider recognises that an essential characteristic of a consumer dispute, particularly in relation to judicial resolution, is the disproportion between the economic value of the claim and the costs incurred in resolving the dispute. This is also the main obstacle preventing consumers from bringing disputes before the courts. Therefore, the provider will make every effort to resolve any disputes amicably.