Terms and conditions
1. Seller details
Tovarna Organika d.o.o.
Ulica bratov Kotar 1, 1236 Trzin, Slovenia
VAT ID: SI15042766
Registration number: 6406360000
Accounting, information about invoices and orders: +386 41 762 476
Advice, complaints, help with ordering and other information: +386 70 708 148
We are available Monday to Friday from 9 am to 1 pm (CET).
Email: info@tovarnaorganika.si
These general terms and conditions apply to all purchases made on or after 3 September 2025.
2. General provisions
The general terms and conditions of the online shop www.tovarnaorganika.si (hereinafter: the online shop and the website) are drawn up in accordance with the Slovenian Consumer Protection Act (ZVPot-1), the Electronic Commerce Market Act (ZEPT), the Obligations Code (OZ), the General Data Protection Regulation (GDPR), the Slovenian Personal Data Protection Act (ZVOP-2) and international codes of e-commerce. For consumers residing in another country, the mandatory consumer protection provisions of that country also apply.
The online shop is an information system for presenting and selling products to the user. It is operated by Tovarna Organika d.o.o., Ulica bratov Kotar 1, 1236 Trzin, Slovenia (hereinafter: the seller). The user is the person using the system, i.e. the customer of the online shop (hereinafter: the customer). These terms govern the operation of the online shop, the rights of the user and the business relationship between the seller and the user.
The content available to users of this website is protected as copyrighted work under the applicable regulations on copyright and related rights. The holder of the copyright and any other rights in this work is the seller. Without the seller's express written permission, users may not reproduce, distribute, transmit, display or otherwise communicate to the public any work contained on this website.
By registering or placing an order, users expressly agree to these terms, enter into a contractual relationship with the seller and confirm that they have the capacity to hold the rights and obligations arising from it. The customer is bound by the terms in force at the moment the order is placed; the customer is reminded of the terms with every order and, by placing the order, confirms having read them.
These general terms and conditions set out the operation of the online shop »Tovarna Organika«, the rights and obligations of the user and the shop, and govern the business relationship between the seller and the customer.
3. Registration
The user undertakes not to attempt to log in or register to use the online shop under the name of a third party.
If the user later wishes to change their email address, they must send a request to info@tovarnaorganika.si. The change will be made within three working days at the latest, and the user will be informed by email.
If the user wishes to delete their user account, they send a request to info@tovarnaorganika.si. The seller deletes the account manually and informs the user by email. Data on orders already placed and invoices issued are kept after the account is deleted for the periods required by law.
4. Availability of information
Before the customer is bound by a contract or offer, the seller undertakes to provide the following information:
- details of the seller (company name and registered office, registration number),
- contact details that allow quick and effective communication (email, telephone),
- the main characteristics of the products (including after-sales services and guarantees),
- the availability of the products (every product on offer should be available within a reasonable time),
- the delivery conditions (method, place and time of delivery),
- prices, which must be clear and unambiguous and show whether they include taxes, delivery costs and other charges, and how long this information is valid,
- the payment and delivery or performance method, and how long this information is valid,
- how long the offer is valid,
- the period within which the customer may withdraw from the contract and the conditions for withdrawal (a description of the right of withdrawal; where the customer has no right of withdrawal, they are expressly informed of this),
- an explanation of the complaints procedure, including the details of the contact person or customer service.
5. Use
The user may use the seller's website, its services and data only for their intended purpose. The website is not intended for any other purpose, such as systematic collection of data, manually or by software, »hacking« and the like.
The user undertakes not to use the seller's website maliciously. Where there are reasonable grounds to suspect that network activities aimed at congesting the network and/or overloading the seller's website, or threatening the security and/or operation of the seller's or a third party's computers or equipment, are carried out from the user's internet connection, the seller may immediately and without prior notice disconnect the user, revoke their username and password and block access to the website until the breach is remedied.
6. Storage of the contract and contract language
The sales contract between the seller and the customer is concluded when the seller sends the customer the first email about the status of the order (order receipt confirmation). From that moment, all prices and other conditions are fixed and apply to both the seller and the customer.
Purchase contracts (orders) are concluded in Slovenian, Croatian or English, namely in the language of the online shop in which the customer places the order, and are stored electronically. After placing the order, the customer receives the purchase contract at the email address given in the order form. Contracts are also available later on written request sent to info@tovarnaorganika.si
7. Invoice
After the ordered products are delivered, the seller also sends the customer an invoice in PDF format to the customer's email address. The invoice itemises the price and all costs related to the purchase and contains information about the right of withdrawal.
On receipt, the customer should check that the details on the invoice are correct and report any errors to the seller as soon as possible, preferably within eight days of receipt, so that the seller can correct them quickly. For legal entities, the seller does not consider objections to the invoice made more than eight days after receipt.
8. Prices
All product prices are clearly displayed and include value added tax where it is charged. The seller reserves the right to change prices daily unless stated otherwise. Prices shown on the website do not include delivery costs.
Prices apply at the moment the order is placed and have no predetermined validity. Prices apply to payment by the payment methods set out in these terms.
Discount coupons
Before placing the order, the customer may enter a discount coupon code in the cart. A coupon may give a percentage or a fixed amount off and may apply to the whole order, to selected products or product categories, or to delivery costs. The conditions of each coupon (value, validity period, number of uses and any restriction to a specific user) are stated when the coupon is published.
Only one coupon can be used per order, so coupons cannot be combined. A coupon does not apply to products that are already discounted, unless the coupon states otherwise. A coupon cannot be applied after the order has been placed.
A coupon cannot be exchanged for cash. If the coupon value exceeds the value of the order or of the products it applies to, the difference is not paid out and is not carried over to later purchases.
On withdrawal from the contract, the customer is refunded the amount actually paid for the returned products, i.e. the purchase price reduced in proportion to the coupon discount. A used coupon is not restored on withdrawal.
9. Products and photos
Because of the nature of online business, the product range is updated and changed often and quickly. The seller strives to provide clear and complete information on the basic characteristics of the products as stated on their packaging. Products are continuously revised (updated formulations, new packaging), so their content and ingredients may change. The seller strives to keep product information as accurate and up to date as possible. Some mandatory information, the list of ingredients, the quantity and the like may change from time to time. The product the customer receives carries all mandatory information.
The seller recommends that customers always read the information provided by the manufacturer on the packaging or label carefully before using a product. Product information is for personal use only and may not be reproduced or used in any way without the seller's prior consent. The seller reserves the right to make changes to the content of the online shop without prior notice.
All photos are for illustration only and do not guarantee the characteristics of the product. Colours and the appearance of products may differ from the actual products, which does not affect the definition and standard of the product. The seller accepts no liability for minor differences between the products and their presentation in the online shop. Typing errors are possible and the seller accepts no liability for them, which does not affect the customer's statutory rights.
Intended use of products
The products on offer are intended for cosmetic use only. Although some ingredients are of food grade, the seller is registered only for the sale of cosmetic products, so the products are not intended for human consumption.
10. Ordering
In the online shop tovarnaorganika.si, the customer selects a product and quantity and clicks »Add to cart«. The shop confirms that the product was added to the cart. To complete the purchase, the customer clicks on the cart.
To remove a product from the cart, the customer clicks »Remove«.
Before placing the order, the customer reviews the cart, makes any corrections and continues by clicking »Checkout«.
Before completing the purchase, the customer must enter all the details needed to deliver the order in the form (delivery address, first and last name, email, mobile phone number, payment method – company name and VAT ID where applicable).
The mobile phone number is required because the seller passes it on to the delivery service to notify the customer about the delivery. GLS notifies the customer about the delivery by email and SMS. Delivery by the delivery service is not possible without a valid mobile phone number.
When completing the order, the customer confirms that they have read and agree to the terms and conditions.
If the customer agrees with the terms and conditions and the contents of the cart, they click »Place order«. After completing the purchase and paying successfully with PayPal, an order summary is shown. For payment by pro-forma invoice, the summary also shows a QR code for quick payment. Once the order is confirmed, it can no longer be changed.
The seller ensures that during the ordering process the customer expressly confirms by electronic means that placing the order involves an obligation to pay. The button that places the order is labelled with words that clearly indicate that placing the order involves an obligation to pay the seller.
When the seller receives the customer's order, it immediately sends an order receipt confirmation, which concludes the contract (Article 6). Despite the conclusion of the contract, the confirmation does not guarantee that the product is in stock or that dispatch has begun. After receiving the order, the seller checks the availability of the products and delivers them after the check. If an ordered product cannot be delivered, the seller informs the customer and agrees on how to proceed.
The seller reserves the right to call the customer on their contact phone number or contact them by email regarding the order if necessary.
The customer is the person whose details are given when the order is placed. The customer's details or the content of the sales contract cannot be changed later.
The contract is stored on a virtual server leased by Tovarna Organika d.o.o. and managed by Webtasy, d.o.o. The server stores the details the customer entered when ordering, the date, time and IP address of the order, and the acceptance of the terms and conditions.
The customer can always view the contract by sending a request to info@tovarnaorganika.si, and also receives a copy by email when placing the order. Registered customers can also view all their orders in their user profile.
Ordering by phone
The customer can also place an order by phone at +386 70 708 148, Monday to Friday from 9 am to 1 pm (CET). The seller guides the customer by phone through placing the order in the online shop. After the order is placed, the customer receives an order receipt confirmation with the order summary and these terms by email. Orders placed by phone are subject to the same rules as orders placed in the online shop, including the right of withdrawal.
Refusal to deliver
The seller reserves the right to refuse delivery to a customer:
- who has unpaid previous orders,
- who is in a legal or other dispute with the seller,
- who abuses the right to return products,
- who abuses the right to collect products, or
- if the seller finds that it cannot fulfil the order under the stated conditions and with the details available to it.
11. The order has been dispatched
The seller prepares and dispatches the product within the agreed time and informs the customer by email. In this message, the seller also informs the customer about the withdrawal policy and whom to contact in the event of a delivery delay or a complaint.
If the customer decides to cancel the order in time, they must inform the seller immediately by phone at +386 41 762 476 or by email at info@tovarnaorganika.si.
If the order has already been dispatched, the customer refuses the parcel on delivery. Any additional costs of cancelling the order are borne by the customer.
Packing and packaging costs are included in the price of the products purchased.
12. Legal entities
The purchase procedure for legal entities is the same as for consumers, except that the legal entity must select the »invoice to company« option and also confirm that it agrees to these terms.
A customer who requests an invoice in the name of a legal entity is deemed to accept the terms that apply to legal entities. The main difference compared with consumers concerns withdrawal: legal entities may only return delivered products under the guarantee conditions and in case of non-conformity. Legal entities do not have the right to withdraw from the contract within 14 days of receipt without giving a reason, as consumers do.
These general terms and conditions also apply to purchases by legal entities, except for the right of withdrawal described above.
13. Right of withdrawal, return of goods and refund
The customer (this applies only to natural persons acquiring products for purposes outside their business activity) has the right to inform the seller within 14 days of receiving the products that they are withdrawing from the contract, without giving any reason. The period starts on the day after the products are received.
The customer notifies the withdrawal to the seller's email address: info@tovarnaorganika.si.
On withdrawal, the customer returns the product at their own expense by post to the seller's address: Ulica bratov Kotar 1, 1236 Trzin, Slovenia.
Returning the products to the seller within the withdrawal period is deemed to be notice of withdrawal.
The customer must return the product undamaged, in an unchanged quantity and in its original sealed packaging, unless the product was destroyed, spoiled, lost or its quantity reduced through no fault of the customer. The customer may not freely use the products before withdrawing. The customer may inspect and test the products only to the extent necessary to establish their condition. Testing beyond this is deemed to be use, and the customer loses the right of withdrawal.
The only cost borne by the customer in connection with the withdrawal is the cost of returning the products (charged according to the delivery service's price list). The product must be returned to the seller within 14 days of sending the notice of withdrawal at the latest.
The customer has no right of withdrawal for products made to the customer's exact specifications or clearly personalised, products that by their nature are unsuitable for return, products that perish quickly or products whose expiry date has passed.
The customer also has no right of withdrawal for sealed goods that are not suitable for return for health protection or hygiene reasons, if they were unsealed after delivery. This applies in particular to cosmetic raw materials and ingredients whose original packaging has been opened.
Payments will be refunded as soon as possible and no later than 14 days after receipt of the notice of withdrawal. The refund includes the cost of delivering the products to the customer, except for any additional costs if the customer expressly chose a more expensive delivery method than the cheapest standard delivery offered by the seller. The seller may withhold the refund until it has received the returned products or the customer has provided proof of having sent them back, whichever is earlier. The refund is made using the same payment method the customer used, or by transfer to the customer's bank account. Cash refunds are not possible.
If the customer used a discount coupon, only the amount actually paid for the returned products is refunded, i.e. the purchase price reduced in proportion to the coupon discount. A used coupon is not restored (Article 8).
Rights in case of non-conformity of goods are set out in Article 16 of these terms, and rights under the guarantee in Article 15.
Model withdrawal form:
MODEL WITHDRAWAL FORM
To: Tovarna Organika d.o.o., Ulica bratov Kotar 1, 1236 Trzin, Slovenia
email: info@tovarnaorganika.si
I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods:
Name of goods
1.
2.
3.
4.
5.
Ordered on:
Received on:
Name of customer:
Address of customer:
Signature of customer (only if this form is sent on paper):
14. Technical means for identifying and correcting errors before placing the order
Before completing and placing the order, the customer can:
- see and review which products they have selected and added to the cart,
- see and review the price of each product and the total price of the selected quantity,
- see the price and quantity of all selected products,
- change the quantity of the selected products,
- remove products from the cart,
- check and change the details entered,
- change the payment method.
As the seller, Tovarna Organika d.o.o. sends an order receipt confirmation to the email address given by the customer.
If the customer does not want to place the order, they can leave the online shop before placing it.
15. Guarantee
Products carry a guarantee if this is stated on the guarantee card or the invoice. The guarantee is valid if the instructions on the guarantee card are followed and the invoice is presented. Guarantee periods are stated on the guarantee cards or the invoice.
Guarantee information is also given on the product page. If there is no guarantee information, the product has no guarantee or the information is not available at the moment. In the latter case, the customer can contact the seller for up-to-date information.
16. Non-conformity of goods
The seller is liable for any non-conformity of the goods that existed at the time of delivery and becomes apparent within two years of delivery. If the non-conformity becomes apparent within one year of delivery, it is presumed to have existed at the time of delivery.
The customer may exercise their rights in respect of non-conformity if they notify the seller within two months of the day on which they discovered it, by email to info@tovarnaorganika.si or by post to Tovarna Organika d.o.o., Ulica bratov Kotar 1, 1236 Trzin, Slovenia. In the notice, the customer describes the non-conformity precisely and allows the seller to inspect the goods.
The customer first requests that the goods be brought into conformity free of charge by repair or replacement. The seller brings the goods into conformity within a reasonable time, no later than 30 days after receiving the notice. If the seller does not bring the goods into conformity, or if the non-conformity is of such a nature as to justify it, the customer may request a proportionate price reduction or withdraw from the contract. If the non-conformity becomes apparent within 30 days of delivery, the customer may withdraw from the contract immediately.
For other rights and obligations relating to non-conformity of goods, the provisions of ZVPot-1 and the mandatory provisions of the law of the consumer's country of residence apply.
17. Payment methods
The customer can pay for the order:
- by pro-forma invoice – bank transfer by SEPA payment in EUR from bank accounts opened in EU member states,
- by PayPal,
- by pro-forma invoice without VAT – only for VAT registered companies from the EU (see below).
Payments not made as SEPA transfers in EUR, or made from accounts outside the EU or through non-SEPA payment channels (e.g. SWIFT), are not possible. For such payments, any bank charges are borne by the payer according to the bank's price list.
Payment by PayPal
The customer pays directly through their PayPal account. After placing the order, they are redirected to PayPal to confirm the order amount. As soon as the customer's PayPal account is charged, they are redirected back to the shop, where the payment and order status are shown. The PayPal account is charged the actual invoice amount. If the PayPal payment fails but the order has been placed successfully, the customer can contact the seller at info@tovarnaorganika.si for help with the payment or to change the payment method.
Pro-forma invoice without VAT for EU companies
A VAT registered company established in an EU member state other than Slovenia may choose payment by pro-forma invoice without VAT (reverse charge). When ordering, it must select the »invoice to company« option and enter a valid VAT ID. After receiving the order, the seller checks the VAT ID in the VIES system and sends the customer an offer without VAT, which the customer pays by bank transfer. If the VAT ID is not valid, the seller informs the customer and charges VAT. This option is not available to companies from Slovenia or to private individuals.
18. Delivery
Orders are delivered by General Logistics Systems (GLS) to the address the customer gives in the order. Delivery is available to the countries offered in the checkout. The seller reserves the right to choose another delivery service if this allows the order to be fulfilled more efficiently.
Orders are processed and dispatched within 4 working days. Delivery costs depend on the destination country and are shown in the cart before the order is placed.
19. Personal data protection
The person responsible for personal data protection can be reached at info@tovarnaorganika.si
The seller processes the customer's personal data in accordance with the General Data Protection Regulation (GDPR) and the Slovenian Personal Data Protection Act (ZVOP-2). The seller processes the data the customer provides when ordering in order to perform the contract (order processing, delivery, payment, handling complaints), and keeps the data on invoices to comply with legal obligations. For newsletters, the seller processes data only on the basis of the customer's consent, which the customer can withdraw at any time (Article 23).
If the customer wishes to edit or delete their data, they can do so by email to info@tovarnaorganika.si or by a written request by post to Tovarna Organika d.o.o., Ulica bratov Kotar 1, 1236 Trzin, Slovenia.
You can read more about personal data protection in the privacy policy.
20. Complaints and out-of-court resolution of consumer disputes
The seller does not recognise any provider of out-of-court consumer dispute resolution as competent to resolve a consumer dispute that the customer might initiate.
The customer can make a complaint orally – by phone at +386 70 708 148 – or in writing by email to info@tovarnaorganika.si or by post to Tovarna Organika d.o.o., Ulica bratov Kotar 1, 1236 Trzin, Slovenia.
The seller confirms receipt of a complaint within five working days, informs the customer how long it will take to handle it, and keeps the customer informed of its progress.
21. Legal notice
All content published on www.tovarnaorganika.si is the property of Tovarna Organika d.o.o. It may not be copied, reproduced or distributed in any other way without the permission of Tovarna Organika d.o.o. Tovarna Organika d.o.o. is not liable for any problems with the operation of the website and reserves the right to errors and changes to the content published on www.tovarnaorganika.si.
22. Limitation of liability
The seller makes every effort to keep the information published on its website up to date and accurate. The user uses the information on the seller's website at their own risk. The seller is not liable for any direct or indirect damage the user may suffer from using the information and/or services on the seller's website or from any errors or inaccurate information on it.
The seller is not liable for any direct or indirect damage or inconvenience the user may suffer as a result of technical problems or interruptions.
The seller provides suitable equipment only on its own website and is not liable for any irregularities caused by unsuitable equipment or the user's conduct.
The limitations of liability in this article do not apply where the seller's liability cannot be excluded or limited by law, and do not affect the statutory rights of consumers.
The seller may withdraw from the contract only if an obvious error is found, i.e. an error in the essential characteristics of the product or any mistake that is considered decisive according to commercial practice or the intention of the parties, and because of which the seller, had it known, would not have confirmed the order or concluded the contract. This includes obvious pricing errors.
The seller may stop doing business with a user without warning if the user does not comply with the rules for using the online shop.
23. Newsletter subscription
By subscribing to the newsletter, the user agrees that the personal data provided when subscribing are used to send messages related to the seller's business (promotions, news, prize games, advertising messages and the like) to their email address.
The seller sends newsletters using the e-prvak service, which as a data processor processes the email address and other data provided when subscribing solely for the purpose of sending newsletters.
The user can withdraw this consent at any time by clicking the unsubscribe link in any newsletter, or by writing to info@tovarnaorganika.si or to Tovarna Organika d.o.o., Ulica bratov Kotar 1, 1236 Trzin, Slovenia.
24. Links to other websites
Some links on the seller's website may lead to other websites that the seller does not operate, control or check. The seller offers these links only as a convenience. Links to other websites do not constitute an endorsement of products, services or information by the seller and do not imply any connection between the seller and the operators of those websites.
25. Copyright
All copyright on the shop's website (including all images, photos, animations, videos, music, text and files) is the exclusive property of the seller.
26. Cookies
On the first visit to www.tovarnaorganika.si, a cookie banner is shown that informs the user about the use of cookies. In the banner, the user gives consent or clicks a link for more information.
The online shop uses necessary cookies that make it work (e.g. storing the cart, the selected language and the user's login). The seller does not set analytics or advertising cookies without the consent the user gives in the cookie banner.
More information about cookies is available here: cookies.
27. Final provisions
The seller may change these general terms and conditions without the prior consent of users.
Changes do not apply to contracts already concluded. The seller publishes changes on the website together with the date they take effect.
Trzin, 3 September 2025
