withdrawal from the purchase

Withdrawal from the purchase

Pursuant to the Consumer Protection Act (ZVPot), the customer always has the right to withdraw from the purchase or distance contract even after he has already received the ordered product and can return it without explanation. In this case, the purchased product must be in unopened, unaltered and undamaged packaging, unless the product is destroyed, damaged, lost or its quantity has decreased without the fault of the buyer. Customer pays all return shipping costs. he products must be returned to the address EMMA d.o.o., Rožna dolina 52, 4248 Lesce, Slovenia, not later than 14 days after the written notification that he or she withdraws from the purchase.

The withdrawal from the purchase is possible within 14 days from the date the customer physically received the items or was physically taken over by someone else on customer’s behalf. After the expiration of this day, the withdrawal from the purchase is no longer possible. The cancellation must be in writing to the EMMA’s physical or electronic address. The form you can find at the end of this page in pdf and word format. It is sufficient that the notice regarding your right of withdrawal is sent before the expiry of the withdrawal period.

When returning the items, the customer should also send back invoice for items, personal data and transaction account on which he or she wishes payment is refunded. EMMA will refund the invoice amount, including delivery charges (except for the potential additional delivery costs arose due to customer’s decision on special delivery and shipping) within 14 days of receipt of the notice of withdrawal. EMMA will make such a refund to the transaction account of the customer. In any case, the customer will not have any additional costs due to transaction process.

EMMA has the right to hold the refund until it receives the returned items or clear evidence that the items have been shipped. The returning costs are entirely paid by the customer.

In case the products were purchased with a specific discount (promotional campaigns and special offers), EMMA refunds the amount actually paid by the customer and not full price of certain product.