Terms of service

 

General Terms and Conditions of Business

General Terms and Conditions of Business
 In connection with your visit to the online store https://www.calmuu.pet and the purchase of products therein, the following General Terms and Conditions of Business shall apply.

 

 

1. Seller / provider of the online store

Seller / provider:

Anja Uranjek s.p.
 Vrbje 83c
 3310 Žalec
 Registration No.:7381751000
 VAT ID: 62567853
 E-mail: info@calmuu.pet

(hereinafter: the “Company”)

The Company is not a taxable person for value added tax (VAT).

 

 

2. Introductory definitions

For the purposes of these General Terms and Conditions, the terms below shall have the following meanings:

  • Online store https://www.calmuu.pet (hereinafter: the online store):
     means the online store available at https://www.calmuu.pet, including associated subdomains and the server and other infrastructure on which the online store’s offer is made available to the buyer.

  • Anja Uranjek s.p. (hereinafter: the Company):
     is the developer and provider of the online store and the seller of related products and services listed in various parts of the online store.

  • General Terms and Conditions of Business of the online store https://www.calmuu.pet (hereinafter: the General Terms and Conditions):
     by means of these General Terms and Conditions, the Company regulates the conclusion of distance contracts with consumers via the internet in connection with the purchase of goods or services from the offer of the online store. Such activity constitutes an information society service under the Consumer Protection Act, the Electronic Commerce on the Market Act, the Electronic Communications Act and other applicable legislation, and requires the Company to provide the consumer with the information contained herein. 

  • Offer of the online store:
     comprises the offer of goods, goods with digital elements, digital content and services that the Company itself or with the assistance of its partners offers to consumers via the online store for distance purchase. The offer of the online store always represents the offer that was available to the consumer in the online store on the date of purchase and included the main characteristics of the goods, content or services to an extent suitable to the medium used and to the goods, content or services themselves.

  • Digital content:
     data produced and supplied in digital form via the online store or its components, which form part of the online store’s offer. In the case of the purchase of digital content, the content may be supplied either as a one-off download or as a continuous supply of the selected content, depending on the details and description provided in the offer or in the description of the particular digital content in the online store.

  • Digital service:
     a service that enables the consumer to create, process or store data in digital form or access to such data, or a service that enables the sharing of data in digital form or any other form of interaction with such data uploaded or created by the consumer or other users of the service.

  • Functionality:
     the ability of the goods, digital content or digital service to perform their functions ,having regard to their intended purpose.

  • Visitor of the online store (hereinafter: user or visitor):
     a person who visits or navigates through the online store and its subpages.

  • Purchase:
     conclusion of a distance contract for the purchase of selected products, services or digital content/services via the submission of an online order at the published price, in accordance with the descriptions and specifications in the online store’s offer and in accordance with the terms and provisions of the General Terms and Conditions applicable at the time the order is placed.

  • Consumer:
     Under the Consumer Protection Act, a consumer is a natural person who acquires or uses goods and services for purposes outside his or her trade, business or profession.

  • Buyer:
     a visitor or consumer who completes a purchase in the online store. Suppose the buyer does not meet the definition of a consumer (e.g. a legal entity purchases in the online store). In that case, the Company is not obliged to provide such a buyer with those guarantees which these General Terms and Conditions grant to consumers under the Consumer Protection Act. In such cases, the Company reserves the right, after the order has been submitted, to inform such buyer which provisions of these General Terms and Conditions apply or govern their relationship, whereupon the buyer may decide whether to maintain the order.

  • Product/goods:
     any movable item in the offer of the online store, including the quantity and/or specification and/or functionality and other characteristics contained in the corresponding description.

  • Service:
     where the consumer purchases (i.e. orders) the performance of a service from the offer of the online store, the Company undertakes under these General Terms and Conditions to perform the service for the consumer (within the deadlines, quantities and specifications and in compliance with the other characteristics contained in the corresponding description of the service in the online store’s offer), and the consumer pays the stated price therefor.

  • Serious outages:
     outages which result in the online store and its subdomains or a dedicated part of the online store becoming unavailable and which cause unavailability of the online store and thus a longer interruption in the availability or access to digital content or services which, according to their description, may be continuously supplied or accessed in a dedicated part of the online store.

  • Dedicated part of the online store:
     a special part of the online store (or an integrated plugin or platform) where, if part of the offer of the online store enables the purchase or supply of streaming or otherwise limited digital content or services, digital content or services are made available to the buyer after purchase. The dedicated part of the online store may – if so provided in these General Terms and Conditions or in the description of a specific digital content or service – be available to the buyer under special conditions (e.g. a successfully created user account, payment of a monthly fee, etc.).

  • Consumer Protection Act:
     means the Consumer Protection Act (ZVPot-1) (Official Gazette of the Republic of Slovenia, No. 130/22), as amended from time to time.

 

 

3. Copyright and intellectual property protection

The text of these General Terms and Conditions and other legal documents of the online store, as well as the associated software and all databases (including their selection, arrangement and composition), and all content, including all texts, graphics, logos, trademarks, images, audio and video recordings, are the exclusive property of the Company or its partners.

The licence terms for the use of digital content and services from the online store’s offer, developed either by the Company or by third parties, are further defined in the licence terms contained in the respective digital content or service or on dedicated links.

Any unauthorised reproduction, modification, distribution, transmission, re-publication, display or performance of the software or content of the online store is strictly prohibited.

 

 

4. Access to the online store and liability for uninterrupted operation

To visit and use the online store, the visitor must have his or her own communication device with appropriate hardware and software that enables downloading, displaying and exchanging data and information via the internet.

Visiting and using the online store is free of charge (excluding the usual and foreseeable costs incurred by the visitor for the use of the communication device, such as electricity, internet connection, mobile data, etc.).

The visitor is responsible for the correct operation, use and protection of his or her own communication device (e.g. password security, security of the e-mail account used to exchange key messages with the Company in connection with the purchase, installing browser and software updates, etc.).

Despite the Company’s continuous efforts to ensure that access to and operation of the online store is offered in an expected, safe, unobstructed and correct manner, outages beyond the control of the Company may occur, which may result in restricted operation or unavailability of the online store. The Company assumes no liability in this regard.

Consequently, the Company shall not be liable to visitors for any limited or discontinued availability of the online store or for any consequences of outages of its operation (except as expressly provided in the section “Access to digital content/services and permitted and serious outages” with regard to the unavailability of digital content or services). By visiting and using the online store, the visitor agrees to this.

In the event of outages of the online store, the Company reserves the right to cancel all orders placed during a partial or complete outage of the online store. In such cases, the Company will notify all visitors who have validly placed orders at that time and will individually agree with them within a reasonable time on a refund of the purchase price and/or the delivery of the products.

 

 

5. Registration of a user account

Purchases in the online store can be made with or without the registration of a user account.

The visitor registers a user account by entering the required data on the login subpage (i.e. by navigating to the icon in the upper right-hand corner of the online store) and confirming the registration.

Upon receipt of the data, the Company will contact the visitor via an automated e-mail sent to the e-mail address provided and will confirm successful registration. Upon registration, the user obtains a username and password that were validly entered at registration.

By successfully registering a user account, the visitor becomes a user of the online store and thus acquires the right to place orders. By registering a user account, the visitor confirms that he or she accepts the then-applicable General Terms and Conditions regarding the registration, use and cancellation of the user account.

By successfully registering a user account, each registered user guarantees to the Company that:

  • The data provided when creating the user account is true and accurate,

  • He or she will use the online store for lawful and correct business;

  • He or she will not infringe the copyright or intellectual property rights of the Company or third parties when using the online store and entering data into the online store’s forms.

Each registered user must carefully safeguard the password of his or her user account and prevent the username and password from coming into the possession of unauthorised persons.

The registered user may not transfer the password to a third party (e.g. a person outside his or her company) and may not allow third parties to use the online store for their own business or private purposes.

All damage and risk directly or indirectly related to the misuse, loss or theft of the username or password (or part thereof) shall be borne solely by the registered user.

For any misuse, loss or theft of the username or password attributable to intentional or negligent conduct of the registered user that causes damage to the Company or a third party (which may consequently bring a claim against the Company), the registered user is liable to the Company for damages under the rules of civil law.

 

 

6. Age limitation for the use of the online store and placing orders

The Company does not accept orders from persons under 15 years of age or from persons with limited or revoked legal capacity.

In accordance with the principle of data minimisation, the Company does not condition the visit to the online store or the purchase on the entry of the buyer’s date of birth and does not verify the age of visitors or buyers by other means.

By visiting the online store, navigating through it and placing an order, the visitor therefore guarantees that he or she is older than the above age limit and has full legal capacity or has obtained the necessary consent from his or her parent or guardian regarding the purchase to be made in the online store.

If the Company subsequently discovers that it processes personal data of a person who has not reached the above age, the Company reserves the right to withdraw from the performance of any uncompleted order and to delete the personal data of such person.

In its advertising and promotional activities, the Company does not deliberately advertise goods, services or digital content/services from the online store’s offer in a manner that could cause physical, mental or other harm to children or exploit their trust or lack of experience.

 

 

7. Language versions of the online store and the language of business

The content of the online store is available to Slovenian consumers in the Slovenian language, and the Company conducts its business with them in Slovenian.

The Company follows the principle of full and equal access of every consumer to the online store and strives to treat all consumers equally, regardless of their nationality or place of residence. Exceptions may arise in connection with special sales conditions (e.g. licence restrictions on the purchase of digital content, limited availability of payment methods, etc.) or with a limited list of countries to which the Company delivers its goods or provides its services, as set out in the relevant sections of these General Terms and Conditions.

If a visitor wishes to voluntarily access another language version of the online store and such a version is already published, he or she may do so by changing the domain extension in the browser from “.si” to the extension corresponding to the other language version of the online store, or in another generally recognised way (e.g. by clicking on a foreign flag icon available on the relevant part of the online store).

The visitor may at his or her own discretion, switch to another language version of the online store and make a purchase there.

Purchases made on other language versions of the online store will, as a rule, be governed by the general terms and conditions published on that language version of the online store, if the consumer is a resident of that country and the Company has actively advertised its goods or services to that consumer.

 

 

8. Conclusion of the sales contract, validity and application of these General Terms and Conditions

These General Terms and Conditions constitute a sales contract between the Company and the buyer, concluded in relation to the selected products on the basket subpage at the time of purchase, i.e. when the buyer clicks the “Buy now” button or another equivalent button clearly labelled as a button for purchase or order submission on the last step of the purchase process (as further described in the section “Purchase process in the online store and technical steps for concluding the contract”) and receives on the e-mail address entered (or on the e-mail address associated with his or her registered user account, if the purchase is made as a registered user) a confirmation of receipt and confirmation of the order.

Buyers are kindly requested to carefully read these provisions before making any purchase in the online store.

Purchases already made will always be assessed in accordance with the General Terms and Conditions applicable at the time of the respective purchase.

All purchases made before 26 January 2023 (i.e. before the entry into force of the new Consumer Protection Act-1) will be assessed in accordance with the provisions of the last official version of the Consumer Protection Act in force until that date (i.e. in accordance with ZVPot and not ZVPot-1).

In the event of any inconsistency between the provisions of these General Terms and Conditions and any other provisions that may have been published on the online store’s subpages or elsewhere, the provisions contained in these General Terms and Conditions shall prevail.

If a competent court or other competent authority finds that any provision of these General Terms and Conditions is null or otherwise unenforceable in connection with a particular distance purchase (i.e. a contractual relationship with a consumer who has entered into a contractual relationship with the Company by purchasing in the online store, which is governed by these General Terms and Conditions), the remaining provisions of these General Terms and Conditions shall continue to apply, to the extent possible.

Nothing in these General Terms and Conditions shall create an agency or partnership relationship between the Company and the visitor of the online store or the buyer.

These General Terms and Conditions do not regulate personal data protection or the use of cookies in connection with the online store and do not provide information under Article 13 of the General Data Protection Regulation (GDPR). These matters are regulated in the General Information on Personal Data Protection, published at: https://www.calmuu.pet/terms-of-use.

 

 

9. Amendments to these General Terms and Conditions

Changes to the functionality of the online store, new legal requirements or other justified reasons may require amendments to these General Terms and Conditions.

If these General Terms and Conditions are amended, the Company will inform visitors and buyers via its usual electronic communication channels and/or by posting a timely notice on the online store and/or on its official social media profiles.

The publication of such notice and the fact that the buyer places a new order after the amendments to these General Terms and Conditions constitute the buyer’s consent to the relevant amendments.

If the buyer does not agree with the amendments to these General Terms and Conditions, he or she must notify the Company thereof at the latest before placing the next order under the amended conditions. In such cases, the Company has the right to refuse to do business with such buyer or to withdraw from the contract within a withdrawal period agreed with the buyer.

On the subpage https://www.calmuu.pet/splosni-pogoji-poslovanja of the online store, only those General Terms and Conditions that are valid at the time of purchase will be published.

The information referred to in the section “Pre-contractual information and information provided by the Company as an information society service provider” form an integral part of the contract between the Company and the buyer in the event of a purchase and may be amended after the purchase only with the express consent of both the Company and the buyer.

 

 

10. Storage and access to the text of these General Terms and Conditions

The Company undertakes to permanently store these General Terms and Conditions and their previous versions. Any buyer may at any time request the Company to provide the General Terms and Conditions that were in force at the time of his or her purchase, and the Company will provide them free of charge on a durable medium within a reasonable time.

The buyer may contact the Company in this regard at any time by sending a request to the Company’s official e-mail address (info@calmuu.pet).

 

 

11. Purchase process in the online store (technical steps for concluding the contract)

The visitor completes the purchase in the online store by using a communication device and following the steps below:

  1. navigation to the online store via a browser opened on the visitor’s device;

  2. searching and viewing products in the online store’s offer by clicking on the symbolic images of the products;

  3. reviewing the description and characteristics of the product and product availability, reviewing the price and selecting the quantity to be purchased by entering the desired quantity in the appropriate field;

  4. adding the selected product to the basket by clicking the “Add to cart” button;

  5. continuing shopping by navigating to other products or by clicking the “X” sign, another subpage in the background of the pop-up window or the “Continue shopping” button, or proceeding to view all products in the basket by clicking the “Go to cart” button;

  6. reviewing the products in the basket and their prices and quantities, including the review of the total price including VAT (marked in red) and excluding VAT (marked in grey), indicating any specifics regarding delivery (e.g. delivery to the door, delivery to the city centre, delivery in the afternoon) and clicking the “Checkout” button to proceed to the next step of the purchase;

  7. if a user account has not been created – entering the required data to complete the order (name, surname, e-mail address for delivery, postal code and town, country or region and telephone number for information in connection with the order) and/or company details;

  8. clicking the “Continue to payment” button;

  9. on the “Payment” step, the visitor reviews all data and makes the payment; by clicking the “Pay now” button and upon successful submission of the order, the contract is concluded;

  10. in the order confirmation, the buyer receives an order summary, order number, status, a list of ordered products, quantities and the total price including all costs.

Upon confirming the order, the Company may additionally inform the buyer by e-mail of the expected delivery time if it differs from the one stated in the online store at the time of purchase. If the two deadlines differ, the buyer may withdraw from the contract without consequences and the Company will refund the payment made. If the functionality is available, the buyer may also receive a tracking code in a separate message once the order has been dispatched.

 

 

12. Withdrawal from the contract by the Company

The Company reserves the right, for justified reasons, to withdraw from a concluded contract even after receipt and confirmation of an order, in particular where:

  • the ordered products from the confirmed order are no longer available.

  • an obvious error or essential mistake has been identified in the product description or price;

  • the buyer has provided incorrect or untrue data;

  • the buyer purchases as a consumer, although the purchase is in fact made by a legal entity or for resale;

  • payment has been declined or cannot be effected;

  • the Company has received a notification of card misuse or a criminal offence;

  • there are reasonable grounds to suspect that the buyer will abuse the right to return products;

  • insolvency proceedings have been initiated or are ongoing against a legal entity,

in which cases the provisions of the section “Refunds to the buyer in the event of withdrawal from the contract” of these General Terms and Conditions shall apply mutatis mutandis.

 

 

13. Technical means for identifying and correcting errors before submitting an order

Before submitting an order, the visitor is enabled through the graphical interface, with immediate effect, in a simple and user-friendly manner, to:

  • see and review the selected goods, services, digital content or goods with digital elements added to the basket;

  • see the description, price and total value of the order;

  • change the quantity of the selected goods, with the price automatically adjusted;

  • remove products that he or she does not wish to purchase.

Before confirming the order, the visitor is also enabled to:

  • change the quantity of the selected goods or delivery details;

  • change the payment method;

  • review and confirm individual changes to the order;

  • go back at any time using the “Back” button or by clicking on the menu of the online store.

 

 

14. Product prices

All product prices apply at the time of purchase and remain valid until a new price list is issued or individual product prices in the online store’s offer are updated. The product offer is valid until stocks are exhausted.

Prices in the online store are selling prices of products and do not include delivery costs. Delivery costs are displayed when the delivery method is selected and are added to the total purchase price, as provided in the section “Delivery” of these General Terms and Conditions.

In the event of discounts and other promotions, price reductions will always be clearly displayed, with a clear distinction between the price before and after the reduction, except in the case of promotional codes, which are applied when the code is entered.

The unit price is not indicated separately where it is the same as the selling price or where indicating it would not assist in comparing prices. All prices in the online store are in euros (EUR) and include VAT.

Product prices are not personalised on the basis of automated decision-making.

 

 

15. Payment methods

Purchases in the online store may be paid using the following methods, which are available to the buyer for selection on the final step of the purchase process:

  • payment by bank card, as indicated on the final step of the purchase;

  • payment via PayPal;

  • payment via Stripe.

Any costs associated with a particular payment method are indicated at the final step of the purchase.

Upon receipt of payment according to the selected payment method, the Company will hand the order over to its delivery partners as soon as possible, as specified in the section “Delivery” of these General Terms and Conditions.

 

 

16. Issuing the invoice

The Company issues an invoice to the consumer for the goods sold, the service provided or the digital content supplied:

  • in paper form inserted in the parcel, or

  • in the form of a .pdf document sent to the buyer’s e-mail address.

The Company issues the invoice free of charge, regardless of the form and method of delivery of the invoice.

The invoice itemises the price per item and any VAT amount (if applicable) and sets out all other costs associated with the purchase.

The Company enables the buyer to verify the correctness of the invoiced amount in relation to the agreed characteristics and quantity of the purchased goods, the service performed or the digital content supplied.

The buyer must verify the correctness of the submitted data before placing the order.

The buyer may contact the Company regarding the correction of an already issued invoice via the Company’s official e-mail address (info@calmuu.pet).

The Company reserves the right not to consider late objections regarding the correctness of issued invoices if the errors on the invoice arise from conduct or omissions on the buyer’s side.

 

 

17. Delivery

The Company cooperates with various delivery partners selected at its own discretion. The Company and its delivery partners deliver products within the territory of the Republic of Slovenia (and, exceptionally, to other countries if expressly stated on the final step of the purchase process at the time of purchase).

Available delivery options are visible to the buyer and can be selected on the last step of the purchase.

If the buyer is offered a delivery option that is faster than the Company’s standard delivery option (which will be marked either as “express delivery” or identifiable by an earlier delivery date), then in the event of withdrawal from the contract within 14 days without giving any reason, only the amount of the standard delivery option (i.e. the price of the cheapest delivery method offered by the Company) will be refunded, as set out in the section “Withdrawal from the contract within 14 days without giving any reason” of these General Terms and Conditions.

17.1 Expected delivery time

Together with its delivery partners, the Company delivers products every day of the week, except Sundays and public holidays. Unless otherwise stated, the expected delivery time is 2–3 days from order confirmation, depending on the delivery address entered by the buyer.

Deliveries are usually made between 08:00 and 20:00 (Monday to Friday).

The expected delivery time is for information purposes only. The actual delivery time from the moment the Company hands over the product to the delivery service is beyond the Company’s control.

The Company reserves the right to extend the expected delivery time by up to 48 hours and is not liable for any damage suffered by the buyer or by any third party due to the delivery partner exceeding the expected delivery time or due to circumstances beyond the Company’s control (e.g. natural disasters).

17.2 Delivery price

The delivery price is indicated next to each delivery method on the relevant step of the checkout process. When a particular delivery method is selected, the corresponding delivery price is added to the total purchase price.

For all orders exceeding the publicly disclosed value stated on the online store, delivery is free of charge.

 

 

18. Discounts, promotional codes, coupon codes and vouchers

Promotional codes, coupon codes and vouchers (gift cards) may be redeemed by entering the relevant code in the appropriate field on the relevant step of the purchase process, as described in the section “Purchase process in the online store”.

  • Discounts and other benefits affecting the product price, as well as discounts on specifically marked products, do not accumulate.

  • Promotional codes, coupon codes and vouchers may be used in combination with a discount on a particular product; however, only one such code or voucher may be applied per product.

  • Promotional codes, coupon codes and vouchers cannot be exchanged for cash or any other benefit from the Company.

 

 

19. Special product labels

  • New products:
     a product that had not been available for purchase before being listed in the online store’s offer may be marked with the “New” label. Such label will be displayed for a minimum of 14 days and a maximum of 2 months.

  • Discounts:
     a product may be marked with “Discount” or “Promotion!” or a crossed-out price if its price has been reduced compared to the previous price. The amount of the reduction is indicated next to the product, together with the average price in the last 30 days before the reduction.

  • Sold-out products:
     products that cannot currently be supplied may be marked with “Currently out of stock” or “Currently unavailable”.

  • Reviews and ratings:
     the Company may publish product ratings and reviews obtained via partners, surveys or e-mail.

 

 

20. Withdrawal from the contract within 14 days without giving any reason

20.1 Consumer’s right of withdrawal

A buyer who qualifies as a consumer has the right to notify the Company within 14 days that he or she is withdrawing from the contract, without having to state any reason.

The buyer may also withdraw from the contract by sending the Company a statement clearly indicating that he or she is withdrawing from the contract.

Upon exercising the right of withdrawal, the obligations of both the Company and the buyer regarding the performance of the contract cease.

20.2 When withdrawal is not possible

Pursuant to Article 135 of the Consumer Protection Act, withdrawal from the contract is not possible in the case of:

  • goods made to the consumer’s specifications;

  • goods that are liable to deteriorate or expire rapidly;

  • supply of sealed audio or video recordings and computer software, if the consumer has unsealed the security seal after delivery;

  • supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.

20.3 When withdrawal is possible and how to exercise it

In all other cases, the buyer may withdraw from the contract without giving any reason within 14 days by notifying the Company thereof. The withdrawal is deemed timely if it is sent within 14 days from the day on which the buyer receives the goods. The buyer bears the burden of proof regarding the exercise of the right of withdrawal.

Upon receipt of the withdrawal notice, the Company will promptly inform the buyer thereof.

20.4 When the withdrawal period starts running

The 14-day withdrawal period starts:

  • on the day when the buyer or a third person other than the carrier acquires physical possession of the goods;

  • on the day of receipt of the last item where the order relates to multiple goods delivered separately;

  • for digital content supplied on a tangible medium – on the day the medium is received;

  • for services or digital content not supplied on a tangible medium – on the day the contract is concluded.

20.5 Notification of the Company by e-mail

The buyer may withdraw from the contract by sending a notice to the e-mail address info@calmuu.pet. It is recommended to state the order number.

20.6 Notification of the Company using a withdrawal form

The buyer may submit the withdrawal form to the Company by sending it to the physical address stated in the form or by sending a scanned version of the completed form to the e-mail address stated in the form.

The buyer may also use the withdrawal form by copying it onto paper and sending it to the Company’s address (or by copying it into an e-mail and sending it to the e-mail address stated at the beginning of these General Terms and Conditions).

 

 

21. Permitted testing and use of goods before withdrawal

The buyer must return the goods undamaged and in the same quantity. Use of the goods is permitted only to the extent necessary to establish the nature and functioning of the product. In the case of diminished value of the goods, the Company may claim compensation.

 

 

22. Return of goods in the event of withdrawal

If the buyer has already received the goods, he or she must return them to the Company within 14 days of sending the withdrawal notice, unless the Company itself collects the goods. The buyer must keep proof of return. The Company does not accept shipments sent cash-on-delivery.

 

 

23. Refunds to the buyer and costs

The Company will refund all payments received within 14 days of receiving the withdrawal notice, unless it assesses that the conditions for withdrawal have not been met in accordance with the law. The refund will be made using the same means of payment used by the buyer for the original transaction, unless the buyer has expressly agreed otherwise.

The Company may withhold the refund until it has received the goods back or until the buyer has supplied evidence of having sent back the goods, whichever is earlier.

 

 

24. Withdrawal from the contract for digital content

Withdrawal is not possible where:

  • the performance of digital content has begun before the expiry of the withdrawal period;

  • the consumer has expressly consented to such performance; and

  • the consumer has acknowledged that he or she thereby loses the right of withdrawal.

If a contract for the supply of digital content is terminated, the Company refunds a proportionate part of the purchase price, provided the statutory conditions are met.

 

 

25. Refunds in cases where codes or vouchers were used

If a voucher or discount code was used at the time of purchase, only the amount actually paid shall be refunded to the buyer upon withdrawal. The voucher or code is not reissued.

Where payment was made using a gift voucher, a new voucher will be issued to the buyer in the value of the voucher used.

 

 

26. Non-conformity of goods and goods with digital elements

In accordance with the Consumer Protection Act, the Company supplies the buyer with goods that meet:

  • the subjective requirements for conformity of goods;

  • the objective requirements for conformity of goods; and

  • the objective requirements for conformity of goods with digital elements, where applicable,

and is liable for any lack of conformity that existed at the time the goods were delivered.

26.1 Subjective aspects of conformity

The consumer may exercise rights against the Company about non-conforming goods where the goods do not conform to the sales contract as set out in Article 72 of the Consumer Protection Act, in particular where the goods:

  • do not correspond to the description, type, quantity and quality agreed;

  • are not fit for any particular purpose for which the consumer needs them and which the consumer has made known to the Company;

  • are not delivered with accessories and instructions as agreed;

  • are not updated, where such updates were agreed.

26.2 Objective aspects of conformity

The goods must also meet the objective criteria for conformity as set out in Article 73 of the Consumer Protection Act, in particular:

  • be fit for the purposes for which goods of the same type would normally be used;

  • correspond to the type, quality and sample or model that the Company has made available to the consumer;

  • be delivered with any accessories, packaging and instructions which the consumer may reasonably expect.

26.3 Aspects of conformity of goods with digital elements

Goods with digital elements are also non-conforming if the Company fails to ensure that the consumer is informed about updates, including security updates, necessary to keep the goods in conformity with the digital elements, and if such updates are not supplied for a period:

  • which the consumer may reasonably expect, having regard to the type and purpose of the goods and the digital elements and the circumstances and nature of the contract, where the contract provides for a one-off supply of digital content or digital service; or

  • of two years after the delivery of the goods with digital elements, where the contract provides for continuous supply of digital content or a digital service for a specified period; or

  • for which the digital content or digital service is to be supplied in accordance with the contract, where the contract provides for continuous supply for a period longer than two years.

If the consumer does not install the updates supplied within a reasonable time, the Company is not liable for lack of conformity resulting solely from the failure to install the update, provided that:

  • the Company informed the consumer of the availability of the update and the consequences of failing to install it; and

  • the consumer’s failure to install or incorrect installation was not due to incomplete installation instructions provided by the Company.

26.4 Lack of conformity due to incorrect installation

If installation is part of the sales contract and is carried out by the Company or under its responsibility, any lack of conformity resulting from incorrect installation of the goods is considered to be a lack of conformity of the goods.

If the consumer installs the goods that are to be installed by the consumer and the incorrect installation results from shortfalls in the installation instructions provided by the Company or, in the case of goods with digital elements, by the Company or the entity supplying the digital content or service, any lack of conformity resulting from the incorrect installation shall be deemed to be a lack of conformity of the goods.

 

 

27. Exercise of warranty claims in case of non-conformity of goods and goods with digital elements

27.1 Time limits for exercising warranty claims

The consumer may exercise his or her rights in respect of non-conforming goods if he or she notifies the Company of the lack of conformity within 2 months from the date on which the lack of conformity was discovered.

The right to exercise warranty claims for non-conforming goods (or goods with digital elements) expires 2 years from the date on which the consumer notified the Company of the lack of conformity.

The Company is liable for any lack of conformity that exists at the time the goods are delivered and becomes apparent within 2 years from delivery.

27.2 Notice by the buyer to the Company

The consumer may notify the Company of the lack of conformity:

  • in person (the Company will issue a confirmation of receipt);

  • by sending the notice to the store or business unit of the Company where the goods were purchased; or

  • by sending the notice to the Company’s representative with whom the sales contract was concluded.

The Company recommends that notices of lack of conformity be submitted in writing, i.e.:

  • by regular mail, or

  • by e-mail sent to the address indicated at the beginning of these General Terms and Conditions.

The consumer must describe the alleged lack of conformity in sufficient detail in the notice and, where possible, attach supporting evidence (e.g. invoice, photographs, video recordings).

27.3 Buyer’s warranty claims

In the event of a lack of conformity, the consumer who has notified the Company thereof is entitled to:

  • request that the Company bring the goods into conformity free of charge;

  • request a proportionate reduction of the purchase price; or

  • withdraw from the sales contract and request a refund of the paid amount.

The consumer may withhold payment of any outstanding part of the purchase price until the Company has fulfilled its obligations. The consumer is also entitled to reimbursement of any costs incurred in connection with exercising the warranty claim.

27.4 Time limit for remedying lack of conformity

The Company must bring the goods into conformity free of charge within a reasonable time, but no later than 30 days from receipt of the notice of lack of conformity. This period may be extended by no more than 15 days, in which case the Company will notify the consumer (usually by e-mail).

27.5 When the consumer cannot choose repair or replacement

The consumer may choose between repair or replacement of the goods, except where:

  • the chosen remedy is impossible; or

  • it would impose disproportionate costs on the Company compared to the alternative remedy.

The Company may refuse to repair or replace the goods if it is impossible or would impose disproportionate costs.

27.6 Reduction of the purchase price and withdrawal from the contract

The consumer may request a proportionate reduction of the purchase price or withdraw from the contract where:

  • the Company has not repaired or replaced the goods in accordance with the law;

  • the lack of conformity persists despite attempts to remedy it;

  • the lack of conformity is so serious that it justifies immediate withdrawal; or

  • the Company will not bring the goods into conformity without significant inconvenience to the consumer.

Where the consumer requests a proportionate reduction of the purchase price, the reduction is determined in line with the diminished value of the goods received compared to the value the goods would have had if they were conforming.

27.7 Time limit for refunding the purchase price

Where the consumer withdraws from the contract due to lack of conformity, the Company must refund the purchase price no later than 8 days after receiving the goods back or receiving proof of return.

 

 

28. Exercise of warranty claims in case of non-conforming services

In the event of irregularities in the performance of a service, the consumer may:

  • request that the irregularities be remedied free of charge;

  • request that the service be performed again;

  • request a reduction of the purchase price; or

  • withdraw from the contract and request a refund of the paid amount.

 

 

29. Conditions of purchase of digital content/services

This section governs the purchase and supply of digital content or services. It does not apply to digital content that is included in goods with digital elements.

29.1 Conclusion of the contract for the purchase of digital content/services

The buyer may purchase digital content or services in accordance with the process described in the section “Purchase process in the online store”. By completing the purchase, a contract for the supply of digital content or services is concluded.

29.2 Supply of digital content/services

After a successful purchase, the Company will provide the digital content or service to the buyer without undue delay:

  • by e-mail, or

  • by granting access to a dedicated part of the website.

If delays occur, the Company will attempt to repeat the supply or, in arrangement with the buyer, use another appropriate supply method.

29.3 Access to digital content and permitted outages

In the event of outages affecting access to digital content, the Company will provide the buyer with proportionate compensation (e.g. a refund of part of the purchase price), in accordance with the law and the nature of the service.

29.4 Information on compatibility and interoperability of digital content

Compatibility of digital content is specified in its description. Unless otherwise stated, it is assumed that digital content is compatible with standard systems (e.g. Microsoft, MacOS, Android, iOS) and common formats (.pdf, .mp3, .mp4, etc.).

In case of any ambiguity or questions regarding digital content, the consumer may contact the Company via e-mail at info@calmuu.pet.

 

 

30. Non-conformity of digital content / digital services

In accordance with the Consumer Protection Act, the Company supplies the buyer with conforming digital content or digital services.

30.1 Subjective aspects of conformity of digital content

Digital content or a digital service does not conform to the contract for the supply of digital content or digital services as set out in Article 110 of the Consumer Protection Act, in particular where it:

  • does not correspond to the description, type, quantity and quality;

  • does not have the functionality, compatibility, interoperability and other features as set out in the contract.

30.2 Objective aspects of conformity of digital content / digital services

Digital content or a digital service is also non-conforming where it does not meet the purposes for which digital content or a digital service of the same type is normally used, as set out in Article 111 of the Consumer Protection Act (e.g. it is not supplied with the accessories and instructions that the consumer may reasonably expect to receive, where appropriate).

30.3 Non-conformity of updates of digital content / digital services

Updates of digital content or services are non-conforming if the Company fails to ensure that the consumer is informed of updates, including security updates, necessary to keep the digital content or digital service in conformity with the contract and fails to supply such updates during the period:

  • for which digital content or a digital service is to be supplied in accordance with the contract, where the contract provides for continuous supply of digital content or services for a specific period; or

  • that the consumer may reasonably expect, having regard to the type and purpose of the digital content or digital service and the circumstances and nature of the contract, where the contract provides for a one-off supply or a series of individual supplies.

30.4 Non-conformity due to incorrect integration of digital content / digital services

Any lack of conformity of digital content or digital service resulting from incorrect integration into the consumer’s digital environment is deemed to constitute lack of conformity of the digital content or digital service if:

  • integration was carried out by the Company or under its responsibility; or

  • the contract stipulates that integration is to be carried out by the consumer, but the incorrect integration was caused by shortcomings in the integration instructions provided by the Company.

 

 

31. Exercise of warranty claims in case of non-conforming digital content / digital services

In the event of non-conformity of digital content or a digital service, the consumer may, under the conditions of this section:

  • request that the digital content or digital service be brought into conformity;

  • request a proportionate reduction of the purchase price; or

  • withdraw from the contract for the supply of digital content or digital services.

The consumer is also entitled to claim compensation from the Company, in particular where non-conforming digital content or a digital service causes damage to hardware or other digital content or services owned by the consumer and the damage is not attributable to the consumer’s conduct or omission.

31.1 Bringing digital content / digital services into conformity

The consumer may request that the digital content or service be brought into conformity, except where this would be:

  • impossible; or

  • would impose disproportionate costs on the Company, having regard to all relevant circumstances, including the value the digital content or service would have if it were conforming and the significance of the lack of conformity.

The Company must bring the digital content or service into conformity within a reasonable period from the time the consumer notified the Company of the lack of conformity, free of charge and without significant inconvenience to the consumer.

31.2 Reduction of the purchase price or withdrawal from the contract

The consumer may request a proportionate reduction of the purchase price or withdraw from the contract in the following cases:

  • bringing the digital content or service into conformity is impossible or disproportionate;

  • the Company has not brought the content or service into conformity within a reasonable time;

  • the digital content or service remains non-conforming;

  • the lack of conformity is so serious as to justify an immediate reduction of the purchase price or withdrawal; or

  • the Company has declared or it is clear that it will not bring the content or service into conformity without significant inconvenience to the consumer.

If the contract provides for the supply of digital content or services for a specified period in return for payment, the purchase price is reduced for the period during which conformity was not ensured.

The consumer may withdraw from the contract only if the lack of conformity is not minor. The burden of proof lies with the Company.

31.3 Refunds

If the consumer withdraws from the contract, the Company refunds all payments made. If conformity has been ensured only partially, the Company refunds a proportionate part of the purchase price.

Refunds are made within 14 days from the date on which the consumer informed the Company of the decision to withdraw, using the same means of payment that the consumer used for the original transaction, and without any additional costs for the consumer.

31.4 Use of digital content / digital services after withdrawal

After withdrawal from the contract, the Company may not use the content created by the consumer, except as provided by law. The Company may restrict the consumer’s further use or access (e.g. via his or her user account).

After withdrawal, the consumer must refrain from using the digital content or service and from making it available to third parties. If the content was supplied on a tangible medium, the consumer must return the medium to the Company without undue delay and at the Company’s expense if requested.

31.5 Package contracts and withdrawal

If the purchase includes digital content or services in a package together with other services or goods, the above provisions apply only to the digital part. The buyer may also withdraw from other parts of the contract where it is not reasonably acceptable to keep the remaining elements of the contract. In such case, the buyer does not bear any additional costs, penalties or charges.

 

 

32. Guarantee of flawless operation for certain products

By issuing a guarantee, the Company or the manufacturer undertakes to repair or replace the goods free of charge, or to refund part or all of the purchase price, where the goods do not have the characteristics or properties set out in the guarantee certificate or in advertising.

If the advertising terms are more favourable than those in the guarantee certificate, the advertising terms shall apply unless they were corrected before the purchase.

The guarantee does not affect the consumer’s rights under the mandatory warranty of conformity of goods. These rights also apply to buyers who are not consumers.

32.1 Issuing and validity of the guarantee certificate

Goods are covered by a guarantee if this is indicated in the guarantee certificate or on the invoice. The Company or the manufacturer issues a mandatory or voluntary guarantee in accordance with the law.

Unless otherwise stipulated in the guarantee certificate, the guarantee is valid in the territory of the Republic of Slovenia.

32.2 Servicing, spare parts and maintenance

The manufacturer ensures, against payment, repairs, maintenance and spare parts for at least three years after the expiry of the guarantee.

If the list of authorised service providers does not include service providers for Slovenia, buyers may contact the Company directly via e-mail.

32.3 Consumer’s rights under the guarantee

If goods covered by a mandatory guarantee do not have the characteristics or properties specified in the guarantee certificate or advertising, the consumer may first request that the defects be rectified.

If the defects are not rectified within 30 days from the date on which the manufacturer or authorised service provider received the consumer’s request to rectify the defects, the manufacturer must replace the goods free of charge with new, identical and faultless goods.

This period may be extended by the shortest time necessary to complete the repair or replacement, but by no more than 15 days. In determining the extension, account shall be taken of the nature and complexity of the goods, the nature and seriousness of the lack of conformity and the effort required to complete the repair or replacement. The manufacturer must inform the consumer of the extension of the period and the reasons therefor before the expiry of the 30-day period.

If the manufacturer does not repair or replace the goods within the specified periods, the consumer may request a full refund of the purchase price from the manufacturer or request a proportionate reduction of the purchase price.

If the consumer requests a proportionate reduction of the purchase price, the reduction is proportionate to the decrease in the value of the goods received compared to the value the goods would have had if they had been conforming.

Regardless of the above, the consumer may request a refund of the purchase price from the manufacturer if the lack of conformity appears within less than 30 days from delivery of the goods.

For replaced goods or replaced essential parts of the goods, the manufacturer issues a new guarantee certificate.

The manufacturer or authorised service provider may provide the consumer with similar goods for temporary free use during the repair of goods covered by a mandatory guarantee.

If the manufacturer does not provide substitute goods for temporary use, the consumer is entitled to claim compensation for damage suffered due to being unable to use the goods from the time the repair or replacement was requested until completion.

The costs of materials, spare parts, labour, transfer and transport of goods incurred in the repair of defects or replacement of goods with new ones are borne by the manufacturer.

32.4 Procedure for exercising rights under the guarantee

The buyer must, within the guarantee period and in accordance with the guarantee conditions, submit a written request to the guarantor or an authorised service provider to rectify the defects and must provide:

  • the goods;

  • the guarantee certificate;

  • the service booklet (if applicable); and

  • a copy of the invoice.

The buyer does not bear any costs related to the rectification of defects or the replacement of the goods.

For faster and more efficient handling of the guarantee, the buyer may send the goods directly to the nearest authorised service provider. Otherwise, the buyer may send a written claim with a detailed description of the defect and the goods to the Company, either:

  • by e-mail to the e-mail address provided at the beginning of these General Terms and Conditions, or

  • by regular mail to the Company’s registered office.

If the Company finds that the defect in the product is due to improper handling by the buyer and that the guarantee claim is therefore unjustified, it will return the product to the buyer with a written notice at the buyer’s expense.

The consumer’s rights under the guarantee certificate expire two years after the date on which they were exercised.

Questions regarding which goods are covered by a guarantee and how the buyer can exercise guarantee rights may be addressed to the Company via the e-mail address provided at the beginning of these General Terms and Conditions.

 

 

33. Complaints procedure

The Company has established a system for handling complaints relating to goods, services and digital content from the online store’s offer, as well as complaints relating to purchases in the online store.

In the event of a complaint, the visitor or buyer may contact the Company via the e-mail address provided at the beginning of these General Terms and Conditions.

The Company will:

  • acknowledge receipt of the complaint within a reasonable time by e-mail, and

  • send its decision on the complaint within 15 working days, also by e-mail.

This concludes the complaint procedure with the Company.

The Company will make every reasonable effort to resolve any dispute amicably. If an amicable settlement is not reached:

  • the court with subject-matter jurisdiction at the seat of the Company (or the closest court with jurisdiction) shall have exclusive territorial jurisdiction for the settlement of all disputes between the Company and the visitor or buyer.

These General Terms and Conditions and all disputes between the Company and the visitor or buyer shall be governed by Slovenian substantive and procedural law.

For all relationships and rights and obligations not regulated by these General Terms and Conditions, the provisions of:

  • the Obligations Code,

  • the Electronic Commerce on the Market Act,

  • the Personal Data Protection Act, and

  • the Consumer Protection Act,

shall apply mutatis mutandis.

 

 

34. Out-of-court resolution of consumer disputes

In accordance with the applicable regulations, the Company does not recognise any out-of-court consumer dispute resolution provider as competent for resolving any consumer dispute that a buyer may initiate under the Out-of-Court Resolution of Consumer Disputes Act in connection with products purchased in the online store.

The Company offers the online store in the territory of the Republic of Slovenia, i.e. within the European Economic Area, and therefore publishes on its website an electronic link to the Online Dispute Resolution (ODR) platform.

 

 

35. Permitted use of the online store

The online store may only be used for the following private and non-commercial purposes:

  • browsing the online store and products and content therein;

  • interacting with buttons, contact forms and other elements of the online store for the purpose of making a purchase;

  • sharing and posting a link to the online store;

  • using any dedicated parts of the online store (e.g. registering a user account);

  • any other purposes logically connected with the activity of the online store and representing established, safe and expected use.

The Company reserves the right to block access to the online store for a visitor, former buyer or registered user if there are serious and substantiated reasons related to suspected abuse, fraud, criminal conduct or a threat of serious harm to the Company or its partners, and to initiate appropriate proceedings against such persons.

The use of automated systems or software to extract data from the online store for commercial purposes (“screen scraping”) is strictly prohibited.

 

 

36. Recurring purchases (automatic ordering of products)

At the time of purchase, the buyer may select the option of a recurring purchase, under which the selected product is automatically ordered and dispatched every 30 days (or at another selected interval).

By selecting this option, the buyer agrees that:

  • at each dispatch interval, payment will be automatically made at the price applicable at that time; and

  • the same payment method as used for the first order will be charged.

The buyer may cancel the recurring purchase at any time:

  • by clicking on the link included in each order confirmation e-mail; or

  • by sending a cancellation request to info@calmuu.pet.

The cancellation applies to all further orders and takes effect as of the next order if submitted at least 2 days before the next dispatch date.

 

 

37. Pre-contractual information and information provided by the Company as an information society service provider

The Company ensures easy, direct and permanent access to its information (company details, registered office, e-mail address, registration and VAT numbers, register of entry and registration number, and VAT status) at the bottom of the online store or at the beginning of these General Terms and Conditions.

The Company is not obliged to publish information on competent supervisory authorities, chambers or professional licences, as it does not require any special licences or chamber membership for its activity.

For the supply of goods or services, the Company must issue an invoice and deliver it to the buyer.

The information provided in this section, together with other pre-contractual information provided by the Company to the consumer, form an integral part of the contractual relationship between the Company and the buyer.

 

 

38. Entry into force of these General Terms and Conditions

These General Terms and Conditions constitute version 1.0.

They are valid and applicable as of 14 November 2025.