Refund policy

Return and Refund Policy

Last updated: 11 August 2026

Returns and the right of withdrawal

If you are a consumer in the European Union or European Economic Area, you may withdraw from an online purchase within 14 days without giving a reason. For goods, the 14-day period begins on the day you, or a third party designated by you other than the carrier, receives the goods.

To exercise this right, send an unequivocal statement before the withdrawal period expires to info@pislak.si or to PISLAK, proizvodnja in storitve, d.o.o., Podgorica 74, 1231 Ljubljana–Črnuče, Slovenia. Include your name, address, order number and the items being returned. You may use the model form below, but this is not required.

After notifying us, return the goods without undue delay and no later than 14 days after the date on which you informed us. Send returns to:

PISLAK, proizvodnja in storitve, d.o.o.
Podgorica 74
1231 Ljubljana–Črnuče
Slovenia

Please notify us before sending a return so we can match the parcel to your order. This does not limit your statutory withdrawal rights. We recommend using a tracked shipping service.

Condition of returned goods

You may inspect the goods only as you would in a physical shop to establish their nature, characteristics and functioning. You are responsible only for any diminished value resulting from handling beyond what is necessary for that purpose. Where reasonably possible, return the product with its original packaging and included items.

Return costs

You are responsible for the direct cost of returning goods following a change of mind, unless we agree otherwise. If an item is faulty, damaged on arrival, incorrect or not as described, contact us so we can arrange an appropriate solution and cover reasonable return costs where required by law.

Refunds

We will refund payments received from you, including the cost of our least expensive standard delivery option, without undue delay and no later than 14 days after being informed of your decision to withdraw. Extra delivery costs resulting from your choice of a more expensive delivery method are not refundable.

We may withhold the refund until we receive the returned goods or you provide evidence that you sent them back, whichever occurs first. Refunds are made using the same payment method used for the original transaction unless you expressly agree otherwise, and no refund fee will be charged.

Exceptions

The right of withdrawal does not apply to goods made to your specifications or clearly personalised, if such products are offered. This exception does not affect your rights when goods are faulty or do not conform to the contract.

Faulty or incorrect goods

Your statutory consumer rights remain unaffected. Consumers in the EU benefit from a minimum two-year legal guarantee of conformity. Depending on the circumstances and applicable law, remedies may include repair, replacement, a price reduction or a refund, without charge. Contact info@pislak.si with your order number, a description of the issue and photographs where helpful.

Order cancellation

Contact us as soon as possible if you wish to cancel an order. We can cancel an order until it has been fulfilled. Once it has been fulfilled or dispatched, the return and withdrawal procedure above applies.

Model withdrawal form

To: PISLAK, proizvodnja in storitve, d.o.o., Podgorica 74, 1231 Ljubljana–Črnuče, Slovenia, info@pislak.si

I hereby give notice that I withdraw from my contract for the sale of the following goods: ________
Order number: ________
Ordered on / received on: ________
Consumer name: ________
Consumer address: ________
Date: ________
Signature (only if submitted on paper): ________

Contact

PISLAK, proizvodnja in storitve, d.o.o.
Podgorica 74, 1231 Ljubljana–Črnuče, Slovenia
Email: info@pislak.si
Telephone: +386 1 589 74 40