Refund policy

RETURN & REFUND POLICY

Applicable to the online store: www.postenah.si
Operator: Outclimb d.o.o., Jelovškova ulica 19, 1241 Kamnik, Slovenia

This Return & Refund Policy defines customers’ rights regarding returns, exchanges, complaints, withdrawal from contracts, and refunds.

1. Right of Withdrawal (14 days)

Consumers have the right to withdraw from the contract within 14 days of receiving the product, without providing any reason.

This right applies only to consumers (natural persons purchasing for personal use).

To exercise your right of withdrawal, please send a clear statement to:

đź“© Returns email: info@postenah.si
or by post to the company address.

The 14-day period starts from:

  • the day the consumer receives the goods

  • in case of partial deliveries: the day the last item is received

  • for services: the day the contract is concluded

The provider may request the order number or proof of purchase before processing the return.

2. Conditions for Returns

Returned items must be:

  • unused

  • undamaged

  • clean

  • in original, undamaged packaging

  • complete with all accessories

The customer is responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.

3. Non-Returnable Items

Returns are not accepted for:

  • custom-made or personalized products

  • products unsuitable for return due to hygiene reasons if unsealed (e.g. underwear, certain textiles, where applicable)

  • digital content already downloaded

  • products visibly used or damaged after delivery

  • products without original packaging where packaging is essential for safety, value, or resale

4. Return Procedure

  1. The customer submits a return request via email.

  2. The provider confirms receipt and provides instructions.

  3. The customer sends the item to:

Outclimb d.o.o.
Jelovškova ulica 19
1241 Kamnik, Slovenia

  1. The provider inspects the returned item.

  2. A refund or exchange is processed.

5. Return Shipping Costs

The customer bears the cost of return shipping, except when:

  • the wrong item was delivered

  • the item was damaged upon delivery

  • the item does not match its description

In these cases, return costs are covered by the provider.

6. Refunds

Refunds will be issued no later than 14 days after receiving the returned item.

Refunds will be made using the same payment method used for the original transaction, unless otherwise agreed without additional costs.

The provider may withhold the refund until the returned goods are received or proof of shipment is provided.

7. Exchanges

If the customer wishes to exchange a product (e.g. for a different size, color, or model):

  • exchanges are subject to product availability

  • shipping costs for the replacement item may be charged

8. Defective Products / Complaints

Customers may file a claim for lack of conformity in accordance with applicable consumer protection law if:

  • the product does not have the necessary characteristics for normal use

  • the product does not match the description or sample

  • the wrong product was delivered

  • the product does not function as advertised

Deadlines:

  • within 2 months from discovering the defect

  • up to 2 years from purchase (for new products)

The provider must respond within 21 days.

Complaints can be sent to:
đź“© info@postenah.si

9. Damaged Shipments Upon Delivery

If the package is visibly damaged upon delivery:

  • the customer must immediately notify the delivery service or refuse the shipment

  • a damage report must be completed

  • then contact the provider

10. Returns for EU and Non-EU Customers

This return policy applies equally to all customers, regardless of location.

Note for non-EU customers:
Customs duties and import taxes are non-refundable unless required by local law.

11. Return Processing Time

Standard processing time: 3–7 business days after receiving the item.

Processing times may be longer during peak periods (e.g. Black Friday, holidays).

12. Contact for Returns

Outclimb d.o.o.
Jelovškova ulica 19
1241 Kamnik
Slovenia

Email: info@postenah.si
Phone: +386 51 206 701