Terms and Conditions

The Terms and Conditions of the e-commerce site www.pomelaj.si are drawn up in accordance with the Consumer Protection Act (ZVPot), the recommendations of the Chamber of Commerce and Industry, and the international codes for e-commerce.

Availability of Information (summary of the legislature)

The provider undertakes to always provide the customer with the following information:

  • the identity of the company (name and seat of the company, registry number);
  • contact information that enables quick and effective communication (e-mail, telephone);
  • essential product or service features (including after-sale services and warranties);
  • the availability of products (each product or service offered on the website should be available within a reasonable deadline);
  • the conditions of the delivery of the product or the rendering of service (delivery method, place, and deadline)
  • all prices must be clearly and unambiguously specified and must also show whether they already include taxes and transport costs;
  • the payment and delivery method;
  • the validity of the offer;
  • the deadline for withdrawing from the contract and the conditions for a withdrawal, as well as information on whether and how much it costs to return the product;
  • the complaint procedure must be explained and all information about the contact person or customer service included.

Product selection

Due to the nature of online shopping, Pomelaj's selection of products is updated and changes frequently and quickly.

Payment methods

The e-commerce site pomelaj.si offers the following payment methods:

  • with cash upon delivery (the online price applies, with the addition of delivery costs in accordance with the price list of Pošta Slovenije);
  • by pro forma invoice;
  • by pickup and payment at the shop at the headquarters of Pomelaj Cooperative in Mala Polana 103, 9225 Velika Polana.

The purchase contract (order) is stored electronically on the provider's server and is accessible to customers 24 hours a day.


Prices are valid at the time of placing the order and do not have a predefined validity.
Prices are valid in the case of payment using the above payment methods and under the above conditions.If the price changes during the processing of the order, the provider shall notify the customer about this and try his or her best to provide the customer with a lower price or provide an appropriate solution to ensure mutual satisfaction.

The purchase process

1. Order in queue
After placing the order, the customer will receive an e-mail notifying them that the order has been accepted into the queue. At this stage, the customer may cancel the order within one hour. The customer may access the comprehensive information about the status and content of the order on the provider's website at any time.

2. Order confirmed 
After two hours have passed since the order was accepted into the queue but no later than 48 hours, the provider reviews the order, checks the availability of the product or service, and either confirms or rejects the order. If necessary, the provider reserves the right to contact the customer via their contact number. After the order is confirmed, the provider notifies the customer with an attached pro forma invoice that states the payment amount. After the pro forma invoice is settled, the provider notifies the customer about the estimated delivery time by e-mail unless the customer requests to be notified before the payment. The purchase contract between the customer and provider is irrevocably concluded after the pro forma invoice is settled. If the customer requires the product immediately or the next day, they must call the provider or notify them about this via e-mail and check the availability of the products. Since the products are handmade and the culinary products are made on an ongoing basis to retain freshness, not all products are kept in stock. It is therefore necessary to check availability when considering fast delivery.

3. Goods shipped 
The provider prepares the goods within the promised deadline, ships them and informs the customer via e-mail. In said e-mail, the provider also informs the customer about the return policy for the goods, who to contact if the delivery is delayed, and who to contact if they wish to file a complaint.

The right to withdraw from the purchase, return of the goods

In contracts concluded at a distance or outside the business premises, the consumer has the right to notify the company about their withdrawal from the contract within 14 days without the need to state a reason for their decision; however, the customer is obliged to cover the costs that arise when the object of the purchase is returned. The customer must notify the provider about their intention of returning the goods in writing within 14 days after receiving the goods by sending an e-mail to info@pomelaj.si and return the goods within the following 14 days. They must submit a copy of the invoice that the customer receives with the delivered goods. The provider is not obliged to accept shipments that are paid for upon delivery or shipments that do not meet the provider's terms and conditions.

In the case of a withdrawal from the contract, the company immediately or no later than 14 days after receiving the notification about the withdrawal from the contract reimburses the consumer for all payments made to the company.

The company reimburses the consumer via the same payment method used by the consumer, unless expressly requested otherwise.

The consumer does not have the right to withdraw from a contract whose subject matter is a product that has been made according to the precise instructions of the consumer, which has been adapted to meet their personal needs, which by its nature is not suitable to be returned, which is perishable, or which has already expired. The customer is also not entitled to return damaged products, products that are discolored due to exposure to unsuitable weather conditions, or products with mold caused by improper storage.

Material defect

The consumer may exercise their rights in the case of a material defect if they inform the provider of the defect within two months from the day on which the defect was discovered. The consumer must accurately describe the defect in the notification and allow the provider to inspect the product.

The consumer may notify the provider about the defect in person to receive a confirmation by the provider or send the product to the store where they purchased it or to the provider's representative with whom they have concluded the contract.

The provider is not responsible for material defects on the goods that arise two years after the product was delivered. A defect in a product is considered to have existed at the time of delivery if it occurs within six months of delivery. The rights of the consumer from the first paragraph shall expire two years after the day on which the consumer notified the provider of a material defect.

In the case of culinary products, defects shall be considered during the product's shelf life if the product is stored in accordance with the manufacturer's instructions.


The provider must deliver the goods or render the service within the promised deadline.At the time of delivery, the customer receives a form for returning products that contains additional information about the right of withdrawal and the terms and methods for exercising that right. The form contains all necessary information on who the customer may contact in the event of a complaint and regarding the warranties and service or other services provided after the conclusion of the contract.

The right to privacy

The provider undertakes to permanently protect all personal data. The data shall only be used to send informational material, offers, and invoices, as well as to enable other necessary communication. The user's data shall in no way be transmitted to third parties.

Protection of children

Any communication aimed at children must be age appropriate and may not exploit children's trustfulness, lack of experience, or sense of loyalty. The provider may not accept orders from someone they know or suspect to be a child without the explicit permission of their parents or legal guardians.

The provider may not accept any personal data regarding children without the explicit permission of their parents or guardians. The provider may also not transmit any data received from children to third parties, the exception being their parents or legal guardians.The provider may not offer free access to products or services that are harmful to children.

Exemption from liability

The provider shall do their best to provide up-to-date and correct information that is published on their pages; however, product features, as well as their availability and price may change so quickly that the provider fails to correct the information on their website. In this case, the provider shall notify the customer about the changes and allow them to cancel the order or replace the ordered product.The provider is not responsible for the content of product reviews written by visitors. The provider shall inspect each review before it is published and reject those that contain obvious untruths or are misleading or offensive. The provider is not responsible for the information in the reviews and is exempt from any liability arising from the information in the reviews.

Complaints and disputes

The provider complies with the applicable consumer protection legislation.The provider is obliged to establish an efficient system for processing complaints and to designate a person whom the customer can contact via telephone or e-mail in the event of problems. The complaints procedure is available on the website, easy to use, and confidential.

The provider shall confirm the receipt of a complaint within five business days and notify the customer about the duration of the processing of the complaint. The provider shall keep the customer informed about the progress of the procedure.

The provider is aware that an essential feature of a consumer dispute, at least as far as litigation is concerned, is the gap between the economic value of the claim and the costs that arise during the settlement of the dispute itself. This is also a major obstacle that discourages consumers from bringing a dispute to court. Accordingly, the provider shall strive to reach a mutually amicable solution to any dispute.

Out-of-court settlement of consumer disputes

In accordance with legal norms, ZRP POMELAJ z.o.o. does not recognize any out-of-court consumer dispute settlement contractor as competent to settle a consumer dispute that could be brought by the consumer under the Out-of-Court Settlement of Consumer Disputes Act.

www.pomelaj.si, an e-commerce website that provides goods and services in the Republic of Slovenia, provides a link to the Online Dispute Resolution (ODR) platform on its website.

The platform is available here.

The above rules follow from the Out-of-Court Settlement of Consumer Disputes Act, Regulation (EU) No 524/2013 of the European Parliament and of the Council of 21 May 2013 on online dispute resolution for consumer disputes and amending Regulation (EC) No 2006/2004 and Directive 2009/22/EC.

We wish you a pleasant shopping experience!

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