Refund and Returns Policy

Effective Date: 12 October 2026

At VOC Trgovina, vse za dom, vrt in gradbeništvo d.o.o., we are fully committed to delivering high-quality, durable gardening tools and supplies for all home gardening enthusiasts across Slovenia and the wider European Economic Area. This Refund and Returns Policy is formulated in strict compliance with EU Consumer Rights Directive 2011/83/EU, Slovenian national consumer protection regulations, and the latest 2026 EU digital withdrawal rules, to clearly outline our standardized return and refund procedures. Most importantly, this policy explicitly confirms that we do not support any “refund only” requests that do not require returning the purchased merchandise, to protect the legitimate rights of both our valued customers and our small, family-run gardening supplies business. By placing an order on our website www.voctrgovina.com, you fully acknowledge that you have read, understood and agreed to all terms laid out in this policy.

1. Core Rule: No “Refund Only” Requests Accepted

To maintain fair and transparent trading practices for all parties, ‌we strictly do not approve any full or partial refund application where the customer does not return the purchased physical merchandise‌. This rule applies to all product categories on our platform, including our gardening trowels, plant labels, watering cans, pruning tools and all other gardening supplies. Any attempt to submit a “refund only” request without returning the items will be automatically rejected, and no funds will be disbursed under such circumstances.

This policy is enacted to eliminate malicious “white-picking” and fraudulent exploitation of loose mechanisms that have harmed countless small gardening supplies merchants in recent years. All our merchandise is priced fairly with narrow profit margins designed to make reliable gardening tools accessible for new plant parents on balconies, windowsills and small home gardens. Unwarranted refund-only claims would impose irreversible financial losses on our operations, and may even force us to discontinue the affordable, high-quality gardening products our 105,000+ happy customers have come to trust.

The only extremely limited exception to this rule applies to scenarios where the delivered product has irreversible, severe safety defects that pose a direct hazard to personal safety, and returning the defective item would create unavoidable safety risks for the customer. Such cases will be assessed on an individual basis by our dedicated support team, and we reserve full and final discretion to approve or reject any such exceptional requests.

2. Eligibility for Standard Return and Full Refund

You are eligible to apply for a full refund upon returning your purchased items, under the following conditions:

You submit your return application within 14 natural days starting from the exact date you or your designated representative takes physical delivery of the ordered merchandise. This 14-day withdrawal right aligns fully with EU consumer protection regulations, and no hidden clauses will be imposed to shorten this statutory period.
The returned products are kept in original, unused condition. You are allowed to open the original packaging to inspect the item quality and conduct reasonable functional testing to confirm it meets your expected gardening needs. The product is still considered eligible for return as long as no excessive wear, permanent damage or modification (such as scratched blades on trowels, cut labels on tools, or dried soil residue on watering cans) is caused by actual usage beyond simple quality check.
The returned items are not part of the statutory exclusion categories outlined by EU consumer rules. These non-returnable items include customized engraved plant labels that are manufactured exclusively to your personal specifications, perishable gardening seeds with short shelf life, and sealed digital gardening guide content that you have already accessed after delivery.

To align with the 2026 June 19 EU new “Withdrawal Button” requirement, we have installed a clear, easily accessible one-click return application function on your personal account order details page of www.voctrgovina.com. You can submit a formal return request directly through this portal without sending extra emails or contacting customer service in advance, which will generate an automatic confirmation notification sent to your registered email immediately after submission.

3. Return Processing and Refund Timeline

Once your return application is approved by our team, we will send you a detailed return shipping address within 2 working days: Lava 42, 3000 Celje, Slovenia. For standard “change of mind” returns, you will be responsible for covering the reasonable return shipping cost, which will be clearly notified to you before you proceed to send the parcel. We do not accept unpaid return parcels sent to our warehouse.

After our warehouse team receives and verifies that your returned items meet all return eligibility requirements, we will process your corresponding full refund within 14 natural days. The refund will be sent back to your original payment method via the same transaction path you used when placing the order. If the returned item is confirmed to have manufacturing quality defects that do not match our product description, we will fully cover both your return shipping cost and issue the full product refund at no extra charge to you.

4. Illegitimate Refund Only Handling

If we detect that you have submitted a false or malicious refund only request with fabricated quality problem claims, we reserve the right to record your relevant information in our internal fraud prevention system, reject all your subsequent new order applications on our website, and pursue corresponding legal liabilities if the claimed amount constitutes illegal possession of property according to Slovenian local laws.

If you have any questions about this Refund and Returns Policy, you can reach our support team at any time via email at [email protected], call us at +386 3 425 6560, or send physical mail to our registered address at Lava 42, 3000 Celje, Slovenia. We will respond to your inquiry within maximum 3 working days.