Returns & Exchanges


According to Zakon o varstvu potrošnikov, the consumer (this applies only to persons who acquire goods for purposes outside their gainful activity) has the right to notify the company (by e-mail at [email protected] or by phone on +386 40 203 135) within 14 days of receiving the goods about withdrawing from the contract without having to state the reason for his decision. The deadline starts one day after the date of receipt. The only cost borne by the consumer in connection with the withdrawal is the direct cost of returning the goods. The goods must be returned to the company no later than 14 days after the notification of the intended return. The return of the received goods to the company within the deadline for withdrawal from the contract is considered a notice of withdrawal from the contract. When returning the goods, the consumer attaches a completed form. LINK

We recommend that the product returned by the consumer is unused, undamaged, in the original packaging and in the same quantity. That the goods are not worn, washed or in any way adapted to personal needs. If the goods are damaged, dirty, without the original packaging or there are visible traces of use (inside or outside the item), the company reserves the right to reduce the value of the returned goods.

The consumer is liable for a reduction in the value of the goods if the reduction in value is the result of conduct which is not necessarily necessary to establish the nature, characteristics and functioning of the goods. The consumer is not responsible for the reduction of the value of the goods if the company does not inform him of the right to withdraw from the contract in accordance with point 4 of the first paragraph of Article 43.b.

By exercising the right to withdraw from the contract, the consumer does not assume any obligations other than the obligations referred to in this Article and the fourth paragraph of Article 43.d and Article 433e of Zakon o varstvu potrošnikov.

The consumer shall not have the right to withdraw from a contract which relates to; goods which have been manufactured to the consumer’s exact instructions, goods which have been adapted to his personal needs and goods which, by their nature, are not eligible for a refund as they are perishable or have expired.

The consumer may inspect and test the products to the extent strictly necessary to establish the actual situation.


  • You must enclose a copy of the invoice and the completed form: DOWNLOAD HERE
  • Items should be sent to the address of the company SWY Brand, online prodaja d.o.o. Sermin 75B, 6000 Koper, Slovenia
  • We recommend that you use a delivery service that allows you to track the shipment and that the items are properly prepared for transport
  • Shipping costs are always borne by the sender, unless otherwise agreed in advance. We do not accept pay-upon delivery shipments.


Upon withdrawal from a contract where a bonus, discount code or promotional code has been used, these funds are considered a discount and are not returned to the user. Only the paid amount will be returned to the user’s bank account or other means of payment (If the user explicitly requests this).

Refund of payments made (except for additional delivery costs) will be made as soon as possible, but no later than within 14 days of receipt of the notice of withdrawal from the contract. The company refunds payments to the consumer with the same means of payment as used by the consumer (usually by payment to a transaction account), unless the consumer has explicitly requested a different means of payment which does not create additional costs.

The consumer has no right to withdraw from the contract in contracts for the supply of sealed goods that are not suitable for return due to health protection or hygiene reasons, if the consumer opened the seal after delivery.

In exceptional cases, when the products are not returned in accordance with the ZVPot, we can offer the consumer the purchase of the product with the appropriate compensation, which is determined by the company. Discounted redemption is taken into account upon confirmation by the consumer by e-mail. The consumer uses the said redemption only when ordering another product of the same or higher value.

The right to a refund of the purchase price, warranty, material defects and incorrectly performed services is regulated in more detail by the provisions of Zakon o varstvu potrošnikov.


If you notice that the item or shipment is physically damaged, the contents are missing or show signs of opening, you can file a compensation procedure with Pošta Slovenije.

Pošta Slovenije

To do this, bring the shipment (packaging + contents) to the post office as soon as you notice damaged or looted shipment no later than 14 days after receipt of the shipment. Please note at the post office that it is necessary to fill in Zapisnik o poškodovani pošiljki, which you also sign. After receiving all the necessary documentation, a claim for compensation is submitted to Pošta Slovenije. The request is processed by a commission at Pošta Slovenije and, on the basis of a response or approval, the purchase price is returned or a new item is ordered. Together with Pošta Slovenije, we will make sure that the compensation is resolved in the shortest possible time.



The consumer may exercise his rights arising from a material defect if he notifies the seller of the defect within two (2) months from the date on which the defect was discovered. The consumer must describe the defect in detail in the defect notice and allow the seller to inspect the item. The seller is not liable for material defects in the goods that appear after two (2) years have elapsed since the item was delivered. A defect shall be deemed to have existed at the time of delivery if it occurs within six (6) months of delivery. The consumer, who has correctly notified the seller of the defect, has the right to require the seller to: correct the defect in the goods or replace the defective goods with a new faultless one.


A material error is considered when:

  • the item does not have the properties necessary for its normal use
  • the item does not have the properties necessary for the specific use for which the consumer is buying it, but which was known to the seller or should have been known to him,
  • the item does not have properties and qualities that have been explicitly or tacitly agreed or prescribed. The suitability of the product is checked with another, flawless item of the same type, as well as with the manufacturer’s statements or statements on the item itself. The buyer must inform us of any material error, together with a detailed description of it, within the legally prescribed period and at the same time allow us to inspect the item. The right to claim a material defect in an article is regulated in more detail by the provisions of Zakon o varstvu potoršnikov.