Refund policy
Returns and Refunds Policy
This policy applies to consumers who buy from the online shop anaveacare.com.
Seller: Zdravstvena nega, Anavéa Care, Ana Fernandez Jurman s.p.
Address: Trg komandanta Staneta 8, 1000 Ljubljana, Slovenia
Email: info@anaveacare.com
1. Right of withdrawal (14 days)
As a consumer, you have the right to withdraw from the contract within 14 days of receiving the goods, without giving any reason.
The withdrawal period begins on the day after you, or a person designated by you, take possession of the goods. If you ordered several items in one order that are delivered separately, the period begins on the day you receive the last item.
To exercise your right of withdrawal, you must inform us before the period expires by sending a clear statement of your decision to withdraw from the contract to info@anaveacare.com. You may use the model withdrawal form at the end of this policy, but this is not mandatory. To meet the deadline, it is sufficient to send your notice before the 14-day period has expired.
Please return the goods no later than 14 days after informing us of your withdrawal, to:
Zdravstvena nega, Anavéa Care, Ana Fernandez Jurman s.p., Trg komandanta Staneta 8, 1000 Ljubljana, Slovenia
We are unable to process goods received without prior notice.
2. Condition of goods and diminished value
You may open, inspect and try the goods to the extent necessary to establish their nature, characteristics and functioning – just as you would in a physical shop. Opened packaging in itself is not a reason to refuse a return.
You are only liable for any diminished value of the goods resulting from handling beyond what is necessary. In such a case we may reduce the refund proportionately. We will inform you of this in advance, together with an explanation.
Please return the goods together with all the components you received.
3. Return costs
You bear the direct cost of returning the goods, even if delivery was free at the time of purchase. Return the goods using a delivery service of your choice; we recommend a tracked service, as you are responsible for the goods until we receive the parcel.
You do not bear the return costs if the goods were damaged, unsuitable or incorrectly delivered – in this case we cover the costs.
4. Refunds
When we receive your notice of withdrawal, we will refund all payments received from you. If you paid delivery costs when ordering, we will also refund the cost of standard delivery. If you chose a more expensive type of delivery than the cheapest one we offer, we will refund the cost of the cheapest delivery option offered. If delivery was free, we will refund the full purchase price.
We will make the refund no later than 14 days after receiving your notice of withdrawal, using the same means of payment you used for the purchase, unless we expressly agree otherwise. You will not be charged any fees for the refund.
We may withhold the refund until we have received the returned goods or until you have supplied proof of having sent them back, whichever is earlier.
Your bank or card issuer may need a few additional working days to process the refund. If the amount has not appeared in your account 14 days after we confirmed the refund, please contact us at info@anaveacare.com.
5. Exceptions to the right of withdrawal
The right of withdrawal does not apply to:
– sealed goods which are not suitable for return due to health protection or hygiene reasons, if the seal was broken after delivery;
– goods made to your specifications or clearly personalised;
– goods that are liable to deteriorate or expire rapidly;
– goods which, after delivery, are by their nature inseparably mixed with other items;
– digital content not supplied on a tangible medium, if performance has begun with your express prior consent and your acknowledgement that you thereby lose your right of withdrawal;
– services that have been fully performed, if performance has begun with your express prior consent and your acknowledgement that you thereby lose your right of withdrawal.
A reduced price or promotional offer does not exclude the right of withdrawal.
6. Standalone 1:1 consultation
For the 1:1 consultation service, the 14-day withdrawal period begins on the day the contract is concluded (when the order is placed).
You can reschedule or cancel your appointment free of charge up to 24 hours before the start of the consultation by replying to your confirmation email. If you cancel in time, we will refund the full amount.
If the consultation takes place before the 14-day period expires, we will ask you, before it takes place, for your express consent to the service being provided before the period expires and your acknowledgement that you thereby lose your right of withdrawal once the consultation has been completed. You give this consent in the pre-consultation questionnaire. Once the consultation has been completed, a refund is no longer possible.
If you do not attend the consultation without cancelling in time, the service is deemed to have been provided, except in cases of force majeure. If we are unable to deliver the consultation, we will offer you a new appointment or refund the full amount.
7. Individual advice included in kits
Some kits include individual online advice.
If, when booking your appointment, you expressly request that the advice be provided before the 14-day withdrawal period expires and at the same time acknowledge that you will lose your right of withdrawal for that part once the service has been performed, a refund for this service is no longer possible once the advice has been provided.
Your right to withdraw from the purchase of the goods in the kit remains unchanged. If you return the goods after the advice has been provided, we will refund the price of the kit less the value of the advice already provided, which is EUR 49.00.
If you do not use the advice session, the right of withdrawal applies to the full price of the kit.
8. Damaged, incorrect or unsuitable goods
Please inspect your parcel on receipt. If a product is damaged or faulty, or you have received the wrong product, contact us as soon as possible at info@anaveacare.com, attaching a photo and your order number.
In such a case you may request repair, replacement, a price reduction or a refund under the conditions set out by law. We cover the costs of the return and redelivery.
9. Legal guarantee for defects
We are liable for defects in the goods in accordance with the Slovenian Consumer Protection Act. We are liable in accordance with the law for any defect that becomes apparent within two years of delivery. This right is separate from the right of withdrawal under section 1 and is not affected by it.
Please send notice of a defect to info@anaveacare.com with a description of the defect and proof of purchase.
10. Exchanges
We do not offer direct exchanges. The quickest way is to return the item you received using the procedure above and place a separate order for the item you want.
11. Dispute resolution
We aim to resolve all questions by direct agreement – please write to us at info@anaveacare.com.
Zdravstvena nega, Anavéa Care, Ana Fernandez Jurman s.p. does not recognise any alternative dispute resolution provider as competent to resolve consumer disputes.
ANNEX: Model withdrawal form
Complete and return this form only if you wish to withdraw from the contract. Use of the form is not mandatory.
To:
Zdravstvena nega, Anavéa Care, Ana Fernandez Jurman s.p.
Trg komandanta Staneta 8, 1000 Ljubljana, Slovenia
Email: info@anaveacare.com
I hereby give notice that I withdraw from the contract for the following goods or service:
Description of goods / service: ______________________________
Order number: ______________________________
Order date: ______________________________
Date goods received: ______________________________
Consumer's name: ______________________________
Consumer's address: ______________________________
Consumer's signature (only if this form is notified on paper): ______________________________
Date: ______________________________
This is a translation. In the event of any discrepancy, the Slovenian version prevails.