Refund policy

1. Right of Withdrawal from the Contract

For distance contracts (online purchases), you as a consumer have the right to notify us within 14 days of receiving the goods that you are withdrawing from the contract, without having to state a reason for your decision.

The withdrawal period begins to run:

  • for sales contracts, on the day you acquire physical possession of the goods;
  • if you have ordered multiple items in one order, on the day you acquire physical possession of the last item;
  • if the goods are delivered in multiple shipments or pieces, on the day you acquire physical possession of the last shipment or piece;
  • for contracts for the regular delivery of goods over a defined period, on the day you acquire physical possession of the first item.

You do not have the right to withdraw from the contract in the case of the following contracts:

  • contracts for goods or services whose price depends on fluctuations in the financial markets over which the company has no control and which may occur within the withdrawal period;
  • contracts for goods that are made to your exact specifications or clearly personalized (e.g. custom-made or personalized products);
  • contracts for goods that are perishable or have a short shelf life;
  • contracts for the supply of goods which, by their nature, are inseparably mixed with other items;
  • contracts for the supply of digital content not supplied on a tangible medium, if the performance has begun with your express prior consent and acknowledgment that you thereby lose your right of withdrawal;
  • contracts for hygiene-sensitive products where the protective seal or packaging has been opened or removed after delivery (e.g. certain textiles, underwear, and similar items);
  • contracts for single-use products and certain spare or replacement parts where it is evident that they have been used.

If you are unsure whether you have the right of withdrawal for a specific product, please contact us at info@bananaway.si, and we will be happy to assist you.

2. How to Exercise the Right of Withdrawal

You may exercise your right of withdrawal by means of an unequivocal statement clearly indicating that you are withdrawing from the contract.

You may do this in one of the following ways:

  • in writing by post to:
    Eurora d.o.o., Podmilščakova 46, 1000 Ljubljana
  • by email to: info@bananaway.si
  • by clearly indicating on the back of the invoice that you are returning the product and sending the invoice together with the product to our address.

You may use your own statement or our withdrawal form, if published on the website.

The withdrawal notice is deemed to have been submitted in time if it is sent within 14 days from the day of receipt of the goods.

The burden of proof that the right of withdrawal has been exercised in due time lies with the consumer.

3. Return of Goods

If you have already received the goods and withdraw from the contract, you must return or hand over the goods to the company or a person authorized to receive the goods no later than 14 days after notifying us of your withdrawal.

Please return the goods to the following address:

Eurora d.o.o.
Podmilščakova 46
1000 Ljubljana
Slovenia

The return is considered timely if the goods are dispatched before the expiry of the 14-day return period.

Please return the products:

  • undamaged,
  • in unchanged quantity, and
  • in the original, undamaged packaging, together with all accompanying documentation and accessories, as far as reasonably possible.

Damaged products, products in altered quantities, or products returned in non-original or damaged packaging may not always qualify as a return under the statutory right of withdrawal. In such cases, we may charge an appropriate reduction in the value of the goods.

Please return the goods as a parcel shipment (not as a letter) and enclose a copy of the invoice. We also kindly encourage you to include a completed withdrawal form, if available.

In the event of withdrawal from the contract, you bear the cost of returning the goods.

Regardless of the method of return, you are not entitled to a refund of delivery costs if the delivery has already been carried out, as delivery constitutes a service that has been fully performed upon handover of the goods.

4. Refund of Payments Received

If you have already paid for the ordered goods, we will refund all payments received in relation to the order, excluding delivery costs, if the delivery has already been carried out.

Refunds will be made without undue delay and no later than 14 days after receipt of your notice of withdrawal from the contract.

If you have already received the goods and withdraw from the contract, we may withhold the refund until we have received the returned goods or until you provide proof that the goods have been sent back, whichever occurs first.

Refunds will be made using the same payment method that you used for the initial transaction, unless expressly agreed otherwise, and you will not incur any additional fees as a result.

5. Does the Product Not Work or Is It Not What You Expected?

If a product does not function properly or does not meet your expectations, please contact us before returning it:

  • Email: info@bananaway.si

Our advisors will assist you with explanations, usage guidance, or possible adjustments. This often helps avoid incorrect use, potential product damage, and unnecessary costs.

6. Damaged or Improperly Used Products

For products that are found upon inspection to be damaged due to improper or inappropriate use or handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods, we cannot accept a claim under the right of withdrawal or statutory conformity.

In such cases, we will notify you and offer you the option to:

  • collect the product at our address:
    Eurora d.o.o., Podmilščakova 46, 1000 Ljubljana, Slovenia
  • have the product returned to you at your expense (delivery costs are charged according to the courier’s price list).