Refund and Cancellation

Our return policy is part of and should be read in conjunction with our terms of sale. We reserve the right to change this return policy at any time. Last update of the return policy was 01/03/2018.

It is important that you check your order or details for receipt and always before use. If any errors occur or problems arise, they must be reported to us immediately so that we can carefully examine this circumstance.

Before attempting to return an order, you need to contact our customer service to request a return authorization number. Without this number, it can be difficult to process your return, which means the process may take longer.

RIGHT TO CANCEL ORDER

You have the right to cancel this contract within 7 days without explanation. Within 7 days from the date of purchase, or a third party, in addition to the carrier and specified by you, acquires physical possession of the goods. To exercise the right to termination, you must inform us of your decision to terminate this Agreement with a clear statement. Please make sure that the items returned are closed and in the original packaging. Unnecessary goods must be in pristine condition with undisturbed retail seal.

CONSEQUENCES OF CANCELLATION

If you refuse this Agreement, we will refund you all payments received from you, including the cost of delivery. We will refund without undue delay and no later than:

  • (a) 7 days after we receive the goods from you; or
  • (b) (if earlier) 7 days after you provide evidence that you have returned the goods; or
  • (c) if the goods have not been delivered, then 7 days after we are informed of your decision to terminate the contract.

We will make a refund using the same means of payment that you used for the initial transaction, unless you expressly agreed otherwise. In any case, you will not incur any fees as a result of the refund. You will have to bear the direct costs of returning the goods.

TYPICAL CANCEL FORM

To: CEDAR.WORLD, D.O.O., Liminjanska cesta 96, 6320 Portoroz, Slovenija
I hereby inform you that I am terminating the contract of sale of the following goods:
By ordering:
Sequence number (account number):
Name (full name) of the customer:
Customer Address:
Customer Signature (only when sent on paper):
The date:

WHAT SHOULD I DO IF I RECEIVED AN INCORRECT PRODUCT?

We have high standards in the packaging and packaging of products, but there are errors when sending the order.

Please accept our apologies if you received the wrong item. As part of our client tasks, we will make our proposal to resolve this issue with high speed, ease and with absolute minimal inconvenience for you. We will consider each case individually when considering product returns; in some cases, we may need additional information, such as photographs, so that we can choose the best course of action. Our goal is to provide the best solution for you as quickly as possible.

WHAT TO DO IF MY PRODUCT IS DAMAGED?

Although we take care to prevent any damage to your goods during transit, it is possible that problems may arise. Please accept our apologies if you receive a damaged item. We ask you not to refuse delivery, but to accept the goods and immediately contact us. Failure can actually lead to a delay in returning the package.

You can contact us by e-mail: info@chaga.si Please attach all images (photos) of damaged products to the message. A member of our team will consider the details and offer the best solution to your request.

HOW DO I ORGANIZE A RETURN?

Please contact us in order to arrange the return of your goods. We will need to know your account number or order number, reasons for the return.

All items must be shipped to

CEDAR.WORLD, D.O.O.
Liminjanska cesta 96
6320 Portoroz
Slovenia

Please pack the goods securely and make sure that our return form is enclosed inside.

You will need to receive proof of postage when sending products to us. Proof of postage is necessary for us to track returns by mail, and in the event of delays or losses along the way. If you request a replacement, but the product is not available, we will refund to your original account used when purchasing the product. When returning products, you will be liable until the goods are delivered to our warehouse. Therefore, please make sure that you send your goods back to us using the delivery service that insures you on the cost of the goods.

Will you reimburse postage for returning goods?

We will be happy to reimburse postage for returning goods due to our error. For instance:

  • If we sent you the wrong item
  • If the item is damaged or defective

We will not refund the cost of postage if the product was not damaged or defective and had no other defects and where no error was found during testing or use. The cost of sending the goods back will depend on the goods and will be reported to you after the testing process is completed.

COMPLAINTS

If you are not satisfied with the way we handled the return or exchange of any product, we ask you to report it.

Our goal is to solve the problem for you!
Contact our representative by phone: +386 70 422 782

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