Refund policy

Returns, Withdrawal, Complaints, and Refunds (Refund Policy)

Last updated: 26.02.2026

1. Contact details and return address

Seller: ALMATIM d.o.o.
Email: info@holistic.si
Phone: +386 30 692 730

Return address (sending parcels):
Holistic center (ALMATIM d.o.o.)
BTC, Moskovska ulica 1
1000 Ljubljana
Slovenia

We do not accept cash on delivery (COD) parcels.

2. Statutory right of withdrawal (14 days)

If you are a consumer (a natural person purchasing outside your business or professional activity), you have the right to withdraw from the contract within 14 days of receiving the goods, without giving any reason.

The withdrawal period expires 14 days from the day on which you (or a third party designated by you) acquires physical possession of the goods.

3. How to exercise your right of withdrawal (14 days)

To exercise your right of withdrawal, email us at info@holistic.si and include:

  • first and last name
  • address
  • phone number
  • order number or invoice number
  • list of products you are returning
  • your bank account (IBAN) and bank name, if the refund will not be made to the original payment method

We recommend attaching a copy of the invoice or order confirmation.

4. Returning the goods

After notifying us of your withdrawal, you must return the goods no later than 14 days to the return address.

  • Please pack the products appropriately and protect them from damage during transport.
  • We recommend using a tracked delivery service.
  • Return shipping costs are paid by the customer, unless otherwise agreed in writing.

You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

5. Exceptions, when withdrawal is not possible

The right of withdrawal does not apply in cases defined by law, including in particular:

  • sealed goods that are not suitable for return due to health protection or hygiene reasons, if the customer has unsealed the product or opened the protective packaging after delivery
  • perishable goods or goods with a short shelf life
  • goods which, by their nature, become inseparably mixed with other items
  • digital content, if the supply has begun and the customer expressly consented to losing the right of withdrawal (where applicable)

If you are unsure whether your product can be returned, please contact us before sending it back.

6. Holistic 3 month satisfaction guarantee

In addition to the statutory 14 day right of withdrawal, we offer a voluntary 3 month satisfaction guarantee for selected Holistic products.

This guarantee does not affect your statutory rights, it is an additional benefit.

6.1 When the guarantee applies

The guarantee is valid for 90 days from the date of delivery for products that are clearly marked on the product page with “3 month satisfaction guarantee”, or where this guarantee is explicitly stated in the product description.

You may claim the guarantee even if:

  • the product has been opened,
  • you have opened multiple bottles,
  • the product has been partially or fully used.

6.2 How to claim the guarantee

Email us at info@holistic.si and include:

  • first and last name
  • order number
  • the product(s) for which you are claiming the guarantee
  • your bank account (IBAN) and bank name, if the refund will not be made to the original payment method

A reason for dissatisfaction is not required, but it is welcome.

6.3 Returning the product

If the product is still in your possession, we may ask you to return it (even if opened) to the return address for record keeping and quality control. If the product has been fully used, returning the product is not required.

6.4 Refund under the guarantee

After we confirm your request, we will refund the purchase price for the product covered by the guarantee no later than 14 days from confirmation of the request, or from receipt of the returned product (if a return is requested).

The guarantee applies to the product purchase price. Shipping costs are generally not refunded, unless required by law.

Return shipping costs under the guarantee are generally paid by the customer, unless we agree otherwise.

6.5 Limitations

The guarantee is intended for fair, good faith product testing. In case of obvious abuse (for example repeated large volume returns to obtain undue benefit), we reserve the right to review the claim individually.

7. Wrong or damaged item on delivery

If you receive the wrong product or the product is damaged on delivery, please contact us as soon as possible, ideally within 48 hours of delivery, at info@holistic.si, and include:

  • order number
  • description of the issue
  • photos of the packaging and the product (where possible)

We will arrange a replacement, store credit, or a refund.

8. Complaints and lack of conformity

If the goods are not in conformity with the contract, you may exercise your rights under applicable consumer protection laws.

Procedure:

  • email us at info@holistic.si
  • provide the order number, describe the issue, and attach photos or supporting evidence
  • if needed, we will provide instructions for returning the product for inspection

We will resolve the complaint no later than 30 calendar days, unless a longer period is justified due to the nature of the case, in which situation we will inform you.

9. Model withdrawal form

Send to info@holistic.si:

Subject: Withdrawal from contract, order [insert order number]

First and last name:
Address:
Phone:
Email:
Order number or invoice number:
Products to be returned (name, quantity):
Date of receipt of goods:
Bank account (IBAN) and bank name:

Date: