We are happy that you have shown us trust by placing an order in our online store. In order to help you maintain that trust, we have gathered all the necessary information for you and attached a form that will facilitate the process of returning products in case you were not satisfied with the product or if it did not meet your expectations.
Right to withdraw from purchase and return of products
As a buyer in the online store LUCIFER CHOCOLATE (www.lucifer-chocolate.si), in accordance with the Consumer Protection Act (ZVPot-UPB2), you have the right to inform us within 14 days of receiving the products that you are withdrawing from the contract, without the need to state a reason for your decision. You must return the rejected products to us immediately or within 14 days of sending the notification, in undamaged, unused, in original packaging, and in unchanged quantity, to the company address – LUCI d.o.o., Šaleška cesta 19a, 3320 Velenje. Returning the received goods within the withdrawal period (14 days) without a special notice of withdrawal is also considered a withdrawal from the contract; in this case, include only the completed Return Form and a copy of the invoice with the return.
How to reutrn your order:
- Within the specified period, inform us via email at choco@lucifer-chocolate.si that you are withdrawing from the contract (purchase).
- The products must be returned to the company address – LUCI d.o.o., Šaleška cesta 19a, 3320 Velenje, at your own expense, immediately or within 14 days of notifying us of your withdrawal, in undamaged, unused, in original packaging, and in unchanged quantity.
- When returning the products, be sure to include the invoice and the completed Return Form. The package must be properly protected, unsealed, and unmarked.
The cost of sending returned goods is covered by the sender. We do not accept shipments with cash on delivery!
Refunds will be processed as soon as possible, but no later than 14 days from the withdrawal from the contract. Payments received will be refunded to you using the same payment method you used for the purchase or to your bank account. We may withhold the refund until we have received the returned goods or until you provide evidence that you have sent the products back.
Returns of personalized products or custom orders are not possible, unless agreed otherwise beforehand.
Complaints
As a buyer, you can file a complaint about products if they do not have the characteristics we explicitly promised, if we sent you the wrong products, in the wrong quantity, color, or if the products otherwise deviate from your order. You can file a complaint within 14 days of purchase and request an immediate replacement for the same, flawless product or within the legally specified period and under the conditions for asserting a complaint due to a defect.
In case of a complaint, you can, within legal limits, request a product replacement or a refund of the purchase price.
You can return products for a complaint by bringing them personally to the company headquarters (LUCI d.o.o., Šaleška cesta 19a, 3320 Velenje) or by returning them by mail at your own expense and after prior arrangement with us. A different method of return at our expense is not possible.
Reporting damaged shipments
If a shipment is physically damaged, missing contents, or shows signs of being opened, as a buyer, you are obligated to initiate a complaint process with the contracted delivery service of the Lucifer Chocolate online store (Pošta Slovenije). You can do this by taking the shipment to the nearest post office in the same condition as you received it (without adding or removing anything) and filling out a complaint report. Together with Pošta Slovenije, we will ensure that the complaint is resolved as quickly as possible.
Important
- The products must be returned to the company address – LUCI d.o.o., Šaleška cesta 19a, 3320 Velenje
- When returning the products, be sure to include the invoice and the completed Return Form.
- The cost of sending returned goods is covered by the sender. We do not accept shipments with cash on delivery!
- If the shipment is damaged, you must file a complaint with Pošta Slovenije – take the shipment to the nearest post office in the same condition as you received it (without adding or removing anything) and fill out a complaint report.
- We advise you to use a delivery service with tracking for returning products and to properly protect the products for transportation (secure packaging).
If you have any additional questions, please contact us at 03 588 30 80 or 031 717 913 or email us at choco@lucifer-chocolate.si.