Customer Care
Returns and Withdrawal
You can withdraw from your purchase within 14 days, without giving a reason. You pay the return postage when you change your mind. Faulty or damaged goods are covered separately below.
How to Withdraw
The withdrawal period ends 14 days after the day you, or a person you name other than the carrier, receive your order. If it arrives in more than one parcel, the period runs from the last one.
- Before that period ends, send a clear statement that you wish to withdraw to info@saluxe.eu, or by post to Saluxe, Andrejka Söke s.p., Kidričeva ulica 35, 9220 Lendava, Slovenia. You can use our withdrawal form, but you do not have to. Sending your notice before the deadline is enough.
- Send the goods back to the same address without undue delay and no later than 14 days after telling us. You meet this deadline if you send the goods before those 14 days end. You do not need our approval or a return authorization number.
You pay the return postage. Pack everything well so it travels safely; any sturdy box will do – it doesn’t have to be ours. Put your order number inside, and keep the postage receipt until your refund arrives.
Your Refund
We’ll refund all payments received from you, including the cost of our standard delivery, without undue delay and within 14 days of receiving your withdrawal notice. If you chose a more expensive delivery option, we do not have to refund the extra amount above the least expensive standard delivery we offered.
We may wait until we receive the goods back or you provide evidence that you have sent them, whichever happens first. We’ll use the same payment method you used for the purchase, unless you expressly agree otherwise, and you will not pay a refund fee.
Checking and Handling the Contents
You may unpack and check the goods as you would in a shop. You are liable only for any loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. We do not charge a restocking fee.
Lighting a palo santo or incense stick is using it, not checking it. You can still return your order, but we may take the value of a used stick off your refund.
Withdrawal Form
Fill in our withdrawal form on screen or print it, then send it to us by email or post. Using it is optional: a short message in your own words works just as well.
Faults and Damage
Your withdrawal right is separate from the two-year legal guarantee for non-conformity under Slovenian consumer law (ZVPot-1). We are responsible for a lack of conformity that exists at delivery and becomes apparent within two years of delivery, including goods that are faulty or do not match the agreed description.
Contact info@saluxe.eu and tell us what is wrong. If your order arrived damaged or with an incorrect or missing item, photos help us understand the problem. When the problem is ours, so is the cost of sending anything back.
If something is faulty, we’ll replace it free of charge – or repair it, where that makes sense for the product. If neither is possible, or we don’t put things right within a reasonable time, you can ask for a price reduction or a full refund, as the law allows.
Every stone is natural, so its shape, color and size differ a little from the photos and from one stone to the next. That alone isn’t a fault. If a piece arrives damaged or isn’t what we described, it’s covered as above.