Complaints and returns

All products are inspected and delivered undamaged before shipment. We will carefully pack your products in a delivery box to ensure they arrive undamaged and in their original packaging.

 

In accordance with Article 37 of the Consumer Protection Act, in case of a product defect, you may request the company to replace the defective product with a new, flawless product, refund the amount paid, or repair the damage to the product. In the case of a partial refund, the company will return the portion of the amount paid corresponding to the products with return status.

 

You can return the goods within 8 days of purchase. If more than 8 days have passed since the purchase, unfortunately, we cannot offer you a refund or exchange.

 

Product Exchange

The exchange of purchases made through the online store is handled by BIOGARDENIA d.o.o., Taborska cesta 38d, 1290 Grosuplje, Slovenia.

The products must be unopened, unused, unchanged, undamaged, and in their original packaging. The deadline for product exchange is 8 days from the date of receiving the goods.

Product exchange is only possible after providing the receipt or a copy of the receipt.

After receiving the returned item, we will inspect the return shipment and send you an email confirming the receipt of the returned item. We will also notify you whether your return has been approved or rejected.

If the complaint is accepted, the refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 8 business days.

 

Refund Delays

If you have not yet received your refund, please first check your bank account again.

Then contact your credit card issuer, as it may take some time before the refund is officially posted.

Next, contact your bank. There is often some processing time before the refund is reflected in your account or card balance.

If you have done all of this and still have not received your refund, please email us at info@rossen.si.

 

Product Replacement

Replacement of goods is only carried out in the case of damaged goods. If you would like to exchange the product for the same item, please email us at info@rossen.si or contact BIOGARDENIA d.o.o., Taborska cesta 38d, 1290 Grosuplje, Slovenia.

 

Delivery

If you want to return a product, send it to the following address: BIOGARDENIA d.o.o., Taborska cesta 38d, 1290 Grosuplje, Slovenia.

The return shipping costs are borne by the customer. Shipping costs are non-refundable.

If you are returning a higher-value shipment, consider using a trackable shipping service. We do not guarantee receipt of the returned product if it is sent via regular mail (without tracking).