Returns and Claims

We want you to be satisfied with your purchase from Mimelo. If a product does not meet your expectations or you notice a defect, we will make sure the process is as simple and transparent as possible.

Returning a Product

If you have changed your mind, as a consumer, in accordance with the Consumer Protection Act (ZVPot-1), you may withdraw from the contract within 14 days of receiving the goods, without giving a reason.

The right of withdrawal does not apply in the following cases, as provided by the Consumer Protection Act (ZVPot-1):

  • goods made to the consumer’s specifications or personalized to their individual needs,
  • sealed goods which are not suitable for return due to health or hygiene reasons, if the consumer has unsealed them after delivery (e.g. pacifiers, bottles and feeding accessories, personal care and hygiene products, cosmetics, underwear),
  • other cases provided for by applicable legislation.

How Do I Return a Product?

1. Notify us of your decision at info@mimelo.si or complete the withdrawal form.

2. Send us the product, or return it, no later than 14 days after submitting the notice.

Please send the returned product to: Mimelo, Media Bus d.o.o., Breznikova cesta 7A, 1230 Domžale, unless we inform you of a different return address.

3. Once we receive the returned product, or proof of its dispatch, we will arrange for the refund of the purchase price.

What Condition Should the Returned Product Be In?

The returned product should be:

  • undamaged,
  • clean,
  • free from signs of use beyond what is necessary to establish the nature, characteristics and functioning of the goods,
  • if possible, in its original packaging.

You may examine the product only to the extent that you could do so in a physical store.

Return Costs

The direct costs of returning the product are borne by the customer, unless otherwise specified.

Refund of the Purchase Price

We refund the purchase price no later than 14 days from receipt of the notice of withdrawal from the contract.

In accordance with ZVPot-1, we may withhold the refund until we receive the returned product, or proof that the product has been sent back.

We refund the purchase price using the same payment method used for the purchase, unless otherwise agreed.

Claims

If you believe that a product is not in conformity with the contract or is defective, please let us know as soon as possible at info@mimelo.si.

For faster processing, we recommend that you provide:

  • the order number,
  • first and last name,
  • a description of the defect,
  • the date you noticed the defect,
  • photographs or a video of the defect.

Upon receipt of your message, we will inform you of the next steps.

Returning a Product for a Claim

If handling your claim requires an inspection of the product, we will inform you of the return procedure.

For products that come into contact with food, or are used for feeding, care or personal hygiene, the product must be adequately cleaned before being returned. Products that pose a hygiene risk cannot be accepted for inspection until they have been properly cleaned.

Conformity of Goods

You may exercise your rights relating to the conformity of goods in accordance with the provisions of the Consumer Protection Act (ZVPot-1).

If we determine that your claim meets the statutory requirements, we will proceed in accordance with applicable legislation.

Frequently Asked Questions

Can I return a product without giving a reason?

Yes. As a consumer, in accordance with ZVPot-1, you may withdraw from the contract within 14 days of receiving the goods.

Who covers the return costs?

The direct costs of returning the product are borne by the customer, unless otherwise specified.

When will I receive my refund?

We refund the purchase price no later than 14 days from receipt of the notice of withdrawal from the contract. We may withhold the refund until we receive the returned product or proof that it has been sent back.

What if the product is damaged?

If you notice a defect or damage to the product, please send us a description of the problem and photographs as soon as possible at info@mimelo.si. Together, we will find the fastest solution.

What if I received the wrong product?

If you received the wrong product, please contact us at info@mimelo.si. We will arrange a replacement or another appropriate solution.