Refund policy
We want you to be happy with your BELO Toys products. If you change your mind about a purchase or something is wrong with your product, we are here to help.
This policy applies to purchases made by consumers through the BELO Toys online store. Your statutory consumer rights remain unaffected.
Seller:
TESNILA GK d.o.o.
Na produ 97
2391 Prevalje
Slovenia
Company registration number: 1956833000
VAT number: SI65867599
Email: info@belo-toys.com
Phone: +386 2 823 42 20
Right of withdrawal
When purchasing through our online store, you have the right as a consumer to withdraw from the contract within 14 days of receiving the goods without giving any reason.
To meet the withdrawal deadline, it is sufficient to inform us of your decision to withdraw before the 14-day period expires.
You can notify us by email at info@belo-toys.com or send us a clear statement of withdrawal to our postal address. You may also use the model withdrawal form provided at the end of this policy, but its use is not mandatory.
After notifying us of your withdrawal, you must return the product no later than 14 days afterwards.
Please return products to:
TESNILA GK d.o.o.
Na produ 97
2391 Prevalje
Slovenia
We recommend including your order number or other information that allows us to identify the corresponding order.
Return shipping costs
If you withdraw from the contract because you have changed your mind, the customer bears the direct cost of returning the product.
We recommend using a trackable shipping method. We cannot accept responsibility for return parcels that are lost before they are delivered to us.
If you are returning a product because it is non-conforming, damaged upon delivery or because you received the wrong product, different rules apply. In such cases, please contact us at info@belo-toys.com before returning the item.
Condition of returned products
You may inspect the product to the extent necessary to establish its nature, characteristics and functioning, similarly to how you would inspect a product in a physical shop.
Please handle the product with care. If the product has been handled or used beyond what is necessary for such inspection, you may be responsible for any resulting reduction in value.
In the case of dog toys, actual use of the product, such as chewing, bite marks or other visible signs of use, may result in a reduction in the value of the product.
Returning the original packaging is appreciated where it is still available, but the absence of the original packaging does not automatically result in the loss of your right of withdrawal.
Refunds
If you validly withdraw from the contract, we will refund all payments received from you, including the cost of our least expensive standard delivery method.
If you selected a more expensive delivery option than our standard delivery method, we are not required to refund the additional delivery cost.
The refund will be made no later than 14 days from the date on which we receive your notice of withdrawal. We may withhold the refund until we receive the returned goods or until you provide evidence that you have sent the goods back, whichever occurs first.
We will normally issue the refund using the same payment method that you used for the original purchase, unless we expressly agree otherwise. You will not incur any additional fees as a result of the refund.
Damaged, incorrect or non-conforming products
If you receive a damaged or incorrect product, or if you believe that the product does not conform to the contract, please contact us as soon as possible at info@belo-toys.com.
To help us process your request more quickly, we recommend providing your order number, a short description of the issue and, where possible, photographs of the product.
TESNILA GK d.o.o. is responsible for non-conformity of goods in accordance with applicable consumer protection legislation.
The seller is liable for any non-conformity that becomes apparent within two years from delivery of the goods. Consumers must notify the seller of any discovered non-conformity within the time limits prescribed by applicable law.
In the event of non-conformity, the consumer has the right to request that the goods be brought into conformity free of charge, generally by repair or replacement, under the conditions prescribed by applicable consumer protection legislation.
If conformity is not restored within the legally prescribed period, or if other statutory conditions are met, the consumer may request a proportionate reduction in the purchase price or withdraw from the sales contract and request a refund.
If the non-conformity becomes apparent within 30 days of delivery, the consumer may, under the conditions laid down by applicable law, withdraw from the sales contract and request a refund without first requesting repair or replacement.
Exercising statutory rights relating to non-conformity is free of charge for the consumer.
Damage during delivery
If the parcel or product is visibly damaged upon delivery, please inform us as soon as possible at info@belo-toys.com.
Where possible, please keep the packaging and send us photographs of the parcel and damaged product. This helps us handle the matter with the delivery provider.
This recommendation does not limit your statutory rights.
Contact
For questions regarding returns, withdrawal from the contract or complaints, please contact us at:
or by phone:
+386 2 823 42 20
Model withdrawal form
Complete and return this form only if you wish to withdraw from the contract. You may also notify us of your withdrawal in another clear manner, such as by email.
To:
TESNILA GK d.o.o.
Na produ 97
2391 Prevalje
Slovenia
info@belo-toys.com
I hereby give notice that I withdraw from my contract for the purchase of the following goods:
Order number:
Order date:
Date the goods were received:
Consumer's full name:
Consumer's address:
Date:
Consumer's signature (only if this form is submitted on paper):