Refund policy
Cancellation of the Contract / Return of Goods
In accordance with Article 43 of the Consumer Protection Act (ZVPot) (Official Gazette of the Republic of Slovenia, No. 98/04), consumers have the right to notify the company within 14 days of receiving the goods* (via email: info@soalsakids.si) of their decision to withdraw from a contract concluded at a distance or outside the company’s business premises, without providing a reason. In such cases, the consumer is responsible only for the direct costs of returning the goods.
If the company is at fault due to incorrect packaging or product damage, the shipping costs for returning the goods will be covered by the company. In all cases, the consumer must include a completed Return Form. Upon receipt of the returned goods, the company will refund all payments in accordance with legal requirements. Refunds will be processed as quickly as possible, and no later than 14 days after receiving the returned goods.
Return Address:
Petra Design s.p.
Zgornja Bistrica 21a
2310 Slovenska Bistrica
Please note that, as specified in point 7 of Article 43 of the ZVPot, it is not possible to return opened underwear, linings, or protective masks for hygiene reasons.
The returned merchandise must be in its original condition: unwashed, undamaged, with tags, and in the original packaging.
Promotions
For items purchased as part of a 1+1 or 2+1 free promotion, the customer must return all items from the promotion, as the contract applies to the entire set. Only when all items are returned is the customer eligible for a refund.
If items purchased in a 1+1 or 2+1 free promotion are to be returned, all related items must be sent back for the refund to be processed, as the promotion is valid only for the full set of items.
Collaborations
Products received under the term "collaboration" (with photographers and influencers) cannot be returned, as they were provided for free or at a discounted price.
In agreement with the seller (Petra Design s.p.), products can be exchanged under the same business terms as stated on the invoice. If the customer decides not to comply with these conditions, the product cannot be returned. Instead, a new invoice will be issued, requiring the customer to pay the difference up to the full regular price of the product.
In the case of an exchange, the customer bears the cost of returning the product and the shipping cost for the new product.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / Non-Returnable Items
Personalized items cannot be returned. This includes products with custom inscriptions, specially made posters for children's rooms, personalized prints, and similar items.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@soalsakidscom.
