Refund policy

Our refund policy lasts 14 days. If more than 14 days have passed since the purchase, we can no longer offer you a refund or replacement.

Refund procedure:

WARNING: Purchased products must be returned undamaged in the original packaging!

1. Secure the returned product properly and place it in a box together with the completed and signed Return Form.

2. The Refund Form can be found here.

3. Send the package to the address: QONVERTO d.o.o., Milčinskega ulica 47, 1000 Ljubljana

4. You will receive a refund no later than within 14 days of receiving the notice of withdrawal.

The right to withdraw from the purchase, return the products

The buyer has the right to notify the provider within 14 days from the date of receipt of the ordered products that he withdraws from the sales contract, without having to state the reason for such a decision. He may use the prescribed form for notification of resignation, but this is not necessary. The return of purchased products to the provider within the deadline for withdrawal from the sales contract is considered a notice of withdrawal. The only cost borne by the buyer due to the withdrawal from the sales contract is the cost of returning the products to the provider.

Purchased products must be returned to the provider immediately or no later than within 14 days from the date of submission of the notice of withdrawal from the sales contract. Purchased products must be returned undamaged in the original packaging, in unaltered quantity, unless the products are destroyed, damaged, lost or their quantity has decreased without the fault of the buyer.

For returned products, the provider returns the paid amount or used gift voucher to the customer as soon as possible, but no later than within 14 days of receiving the notice of withdrawal. The provider returns the received payments to the buyer with the same means of payment as used by the buyer, unless the buyer has explicitly requested the use of another means of payment and if the buyer does not bear any costs as a result. The provider returns the used gift voucher in the form of a credit.

Although we always operate in good faith, changes in the online store can lead to errors.

The bidder undertakes to rectify the detected error as soon as possible.

The user can notify the provider of the error via e-mail at info@sugaronly.com

If the error has led to unjustified costs, the provider undertakes to try to settle them as soon as possible.

The bidder carefully packs all products in the delivery box before shipping. All products are undamaged before inspection, carefully inspected and in the original packaging.

It is considered that the message of resignation or. the product is shipped on time if the shipment is delivered on time.

In the case of distance purchases, the bidder may withhold the refund of payments received until the return of the returned goods or until the buyer provides proof that the goods were returned, unless the bidder offers the option to take over the returned goods.

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

Resolving factual errors and customer rights

The error is real:

• if the thing does not have the properties necessary for its normal use or for marketing;

• if the thing does not have the properties necessary for the special use for which the buyer is buying it, but which was known to the bidder or should have been known to him;

• if the thing does not have properties and qualities that have been explicitly or tacitly agreed or prescribed;

• if the bidder has delivered a thing that does not match the sample or model, unless the sample or model was shown only for the purpose of notification.

The buyer must inform the bidder and provide a detailed description of the defect no later than two months from the date on which the defect was discovered. The provider is not responsible for defects that occur after 2 years from the purchase. The buyer must allow the provider to inspect the product.

If the customer complains about the product within the first six months of receiving the product, the provider must prove that the customer’s complaint is unjustified, ie that the product is not defective. If the customer files a complaint after six months from the receipt of the product, the existence of the defect must be proved by the customer himself.

The user who has correctly notified the provider of the error has the right to require him to:

• rectify the defect in the goods or

• returns part of the amount paid in proportion to the error or

• replaces defective goods with new faultless goods or

• returns the amount paid.

The decision as to which of the warranty claims it will make is solely on the part of the consumer and is not tied to any order in which they are made.

If the existence of a defect in the goods is not disputed, the provider must comply with the user’s request as soon as possible, but no later than within eight days.

The provider must respond in writing to the user’s request no later than eight days after its receipt, if the existence of a defect in the goods or an irregularity in the service provided is disputed.