Returns & complaints

Withdrawal from the contract within 14 days

If you are a consumer, for most online purchases you may withdraw from the contract without giving a reason within 14 days of the day you, or a person you designate, receive the goods. If you order several items that are delivered separately, the period starts when you receive the last item or last shipment.

Within this period you may withdraw using the online function “Withdrawal from the contract” (the link is in the footer of every page), by writing to info@hejz.si or with another unambiguous statement. Using the form is not mandatory. It is enough to send your statement before the period ends.

Return the goods without undue delay, at the latest within 14 days of telling us you are withdrawing. Send them or bring them in person to: HEJZ, Gosposvetska cesta 8, 1000 Ljubljana. In an ordinary withdrawal, you bear the direct cost of returning by post; returning in person is free.

Condition of returned goods

You may inspect the goods to the extent needed to establish their nature, characteristics and functioning. You are liable only for reduced value resulting from handling beyond that necessary inspection. The original packaging is not in itself a condition for withdrawal, but protect the product properly for transport and enclose the parts and documents you received.

Refund

We refund all payments received, including the cost of the cheapest standard delivery offered, at the latest within 14 days of receiving your withdrawal statement. We use the same payment method unless we expressly agree otherwise and this causes you no costs. We may withhold the refund until we receive the goods or you provide proof that they have been sent back.

Statutory exceptions

There is no right of withdrawal for goods for which the law provides an exception, for example sealed goods that are not suitable for return for health protection or hygiene reasons if the seal was removed after delivery. We apply an exception only when the product was actually properly sealed, the reason was clearly stated before purchase and the statutory conditions are met. Merely opening ordinary packaging or a “CBD” label does not automatically mean losing the right of withdrawal.

Wrong, damaged or non-conforming goods

If you receive a wrong, damaged or non-conforming product, write to us as soon as possible at info@hejz.si and give the order number, a description of the problem and, if possible, photos. In that case we bear the costs of the necessary return or collection. HEJZ as the seller remains your contact even if we then deal with a supplier or service centre.

The seller is liable for non-conformity that appears within two years of delivery. Notify us of the non-conformity within two months of discovering it. As a rule, you may first request free repair or replacement, unless the chosen remedy is impossible or disproportionate. In cases set by law, you may request a price reduction or withdraw from the contract. If the non-conformity appears less than 30 days after delivery, you may request a refund of the amount paid in accordance with the law.

Guarantee

A commercial or mandatory guarantee applies to products for which it is given or prescribed, under the terms of the guarantee document. The guarantee is separate from your statutory rights concerning non-conformity and does not limit them.

Voluntary clothing size exchange

In addition to your statutory rights, we allow one size exchange for clothing if the item is unworn, unwashed, undamaged and has its original labels. For exchanges by post, you pay for sending the item to us and we send the replacement size once free of charge if it is in stock. Exchanges in the store are free. If the size you want is not available, we will agree on another solution; your right of withdrawal remains unchanged.