Refund Policy

Returns and complaints

Dear customers,

The online store Reliveshop.si operates in accordance with the Consumer Protection Act of the Republic of Slovenia, which protects the basic rights of consumers when purchasing products and services.

The entire return/complaint process for products that are inadequate, defective or wrongly delivered is described below. We kindly ask you to follow the following procedure.

The return deadline is 14 (fourteen) days from the day the goods were delivered to the buyer or to a third party designated by the buyer who is not the carrier, and if the following conditions are met:

Refund terms:
  1.  It is necessary to have an original invoice.
  2.  The original packaging must not be damaged.
  3.  Food products must not be opened or used. Packaging, labels and associated declarations must be correct and undamaged.
  4.  Clothing and footwear must be clean, unworn and unwashed and have all the relevant original declarations. Changing socks and underwear is not possible for hygiene reasons.
  5.  Fitness equipment and props must be unused, have undamaged packaging and have all associated declarations.
  6. Salt lamps, crystals, books must not be damaged or used.
Complaints (due to a defective or damaged item) are approved within the warranty period if the item is defective, i.e. if the item cannot be used for its intended purpose.
Refunds or complaints cannot be made if the product is visibly used, opened or washed (clothing), visibly damaged, but it is not a factory defect, but the buyer's negligence, long-term wear or improper maintenance.
If the product has a hidden defect (a defect that could not be detected by a normal inspection upon receipt), which the buyer discovers after opening the product - the buyer is entitled to unilateral cancellation of the contract and refund, replacement of the product, correction of the defect or price reduction.
In cases where a product that is different from the one purchased is delivered to the Buyer, the latter has the right to deliver the ordered Product, but if this is not possible, the Buyer has the right to a refund of the purchase price, shipping costs and return of the Product. The buyer is obliged to return the wrongly delivered Product.
We would like to remind you that we are not responsible for items that you return damaged. If you would like us to resend these items to you, then you are responsible for the shipping costs.
If you buy goods from a RELIVE branch, you do not have the right to return the goods (for a refund) based on EU rules, unless the product is defective. If the goods are technically flawless and meet all the stated conditions for return, we can grant you an exchange for another product of the same or higher value for an additional fee.
The procedure for returning items purchased via the reliveshop.si online store
  1. Request for a refund - send a request for a possible refund or complaint to our customer service, in writing by e-mail to splet@relive.si. In the claim, describe exactly the problem, problem or defect on the product that is the subject of the complaint. In the case of complaints, be sure to attach appropriate photos of the item you are complaining about, with a visible problem and a description of the damage.
  2. Refund confirmation - After receiving your refund request, we will check the matter and contact you within 48 hours (2 working days) to the e-mail you entered.
  3. Return Packaging - Once the return has been confirmed and approved, you must prepare the items for return and shipping, and include a copy of the original invoice. All shipments must be safe for transport, this means that all products and their packaging must be returned in their original condition. It is recommended to pack the product in the original packaging or in packaging that guarantees the safety of the product during transport so that it is not damaged.
  • Shipping - In the case of a return due to the wrong size, send us the invoice and item/s to the address below:

Gemis d.o.o. PE RELIVE, Lenartova pot 28, 8250 Brežice. You can also deliver the products in person to our office at Lenartova pot 28, 8250 Brežice.

Return costs are borne by the buyer

  1. Control and confirmation of the return is carried out as soon as the item is returned to the warehouse. The correctness of the item and the execution of the return is confirmed to the buyer via email.
  2. Refunds are made after confirmation of the correct condition of the returned item, and the funds are returned to the customer's account depending on the payment method used for the order or a voucher for the purchase in the online store www.reliveshop.si is issued to you. You can expect a refund from 14 working days after receiving the returned goods.

If you have ordered a product that does not suit you or did not meet your expectations (but meets the conditions for a return), please follow the complaints procedure. After completing the complaint procedure, you can order a new product that suits you.

In case of additional questions, contact us at splet@relive.si or contact us by phone (051 334 145).