Returns

Withdrawals, product returns and complaints are handled by INTERFOOD ADRIA d.o.o. For questions and notices, please email office@interfood-adria.eu. The consumer rights described below apply to individuals who purchase for purposes outside their trade, business or profession.

1 Withdrawal without giving a reason

When shopping online, consumers have the right to notify us of their withdrawal from the contract within 14 days of receiving the goods, without giving a reason. If an order is delivered in several shipments or items, the period begins when the last shipment or item is received. Receipt by a third party designated by the consumer, other than the carrier, also counts as receipt of the goods.

You can withdraw by sending an unequivocal statement to office@interfood-adria.eu or by post to INTERFOOD ADRIA, trgovina in storitve, d.o.o., Kotnikova ulica 5, 1000 Ljubljana, Slovenia. You can also submit your statement using the online Withdrawal from contract form, which is also linked in the website footer.

To help us process your withdrawal, please provide your full name, order number and the products concerned. An unequivocal statement is sufficient; use of the prescribed form is not compulsory. Your withdrawal is timely if you send the statement before the 14-day period expires. If you submit it through the online form, we will acknowledge receipt by email without delay.

2 Food returns and exceptions to the right of withdrawal

The right of withdrawal is not excluded simply because the product purchased is food. Unopened products with a longer shelf life can be returned where no statutory exception applies.

Consumers do not have the right to withdraw without giving a reason in the case of:

·       goods which are liable to deteriorate or expire rapidly;

·       sealed goods which are not suitable for return for health protection or hygiene reasons, if the seal is opened after delivery.

Opening the outer transport packaging does not, in itself, mean that the product seal has been opened. These exceptions do not exclude your rights in respect of goods that are non-conforming, damaged or incorrectly supplied.

3 How to return goods

After notifying us of your withdrawal, return the goods without undue delay and within a further 14 days at the latest. The return is timely if you dispatch the goods before that period expires.

Return address:
GLS Fulfillment
Pot k sejmišču 30
1231 Ljubljana – Črnuče
Slovenia

Please mark the parcel: Vračila Interfood Adria.

The consumer bears the direct cost of returning the goods when withdrawing without giving a reason. We do not reimburse return postage in this case.

Protect the goods appropriately against damage during transport. The consumer is liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. The statutory exceptions for unsealed goods continue to apply regardless of this provision.

4 Refunds

If you withdraw from the entire contract, we will reimburse all payments received, including the amount paid for the least expensive standard delivery option we offered for your delivery address. If you paid EUR 3.99 for the original standard delivery to Slovenia or EUR 7.99 for delivery to another EU country we serve, we will also refund that amount. If the original delivery was free, no delivery charge was paid and there is no delivery amount to reimburse. We do not reimburse return postage for withdrawal without giving a reason.

We will issue the refund without undue delay and within 14 days of receiving your withdrawal notice at the latest. We may withhold reimbursement until we receive the returned goods or evidence that they have been dispatched, whichever occurs first.

We will use the same means of payment as you used for the purchase, unless you expressly agree to another method at no additional cost to you. For card payments, refunds are normally made to the card used for the purchase. For cash on delivery payments, which are available only for delivery to Slovenia, we will agree a refund by bank transfer with you and obtain the necessary bank details.

5 Non-conformity of goods and complaints

If you receive a damaged, incorrect or otherwise non-conforming product, email us at office@interfood-adria.eu. The seller is liable for non-conformity that exists at delivery and becomes apparent within two years of delivery. For food products, their nature, agreed characteristics, shelf life and specified storage conditions are taken into account. This liability does not mean that food remains fit for consumption for two years regardless of its stated expiry date.

Notify us of the non-conformity within two months of discovering it and describe it precisely. Please provide your order number or other proof of purchase, identify the product and describe the problem. If possible, include photographs, the batch details and the expiry date. Photographs are not a mandatory condition for exercising your statutory rights. You must allow us to inspect the goods; we will agree with you how they will be returned or collected for inspection.

If non-conformity becomes apparent within one year of delivery, it is presumed to have existed at delivery, unless we prove otherwise or the presumption is incompatible with the nature of the goods or the non-conformity.

The consumer may initially request that the goods be brought into conformity free of charge through repair or replacement, unless the chosen remedy is impossible or would involve disproportionate costs. For food products, replacement is normally the appropriate remedy. We will bring the goods into conformity within a reasonable period, no longer than 30 days from notification, and without significant inconvenience to the consumer. Where legally justified, this period may be extended by up to 15 days; we will notify you of the reasons and duration of the extension before the original period expires.

The consumer may request a proportionate price reduction or terminate the contract if we do not bring the goods into conformity as required by law, if we lawfully refuse both repair and replacement, if the non-conformity persists despite an attempt to remedy it, if it is sufficiently serious, or if it is clear that we will not remedy it in time and without significant inconvenience. If the non-conformity becomes apparent in less than 30 days after delivery, the consumer may terminate the contract and request a refund without first requesting replacement. Termination is not available for a merely minor non-conformity; the seller bears the burden of proving that it is minor.

The seller bears the necessary costs of a justified complaint, including postage and transport. If the consumer has already paid these costs, we will reimburse them. Goods returned following termination due to non-conformity are returned at the seller’s expense.

If the existence of non-conformity is disputed, we will notify the consumer in writing within eight days of receiving the claim. Following termination due to non-conformity, we will refund the amount paid immediately and no later than eight days after receiving the goods or evidence of their return. For a price reduction, we will refund the appropriate amount within eight days of receiving the claim. Rights arising from non-conformity expire two years after the seller is notified.

Rights arising from non-conformity are not restricted by the 14-day withdrawal period or by the exceptions that apply to withdrawal without giving a reason.

6 Damaged parcels

If you notice damage to the parcel when it is delivered, we recommend notifying the delivery driver, requesting a damage report and taking photographs. Please email office@interfood-adria.eu about any damaged or missing product. The absence of a carrier’s damage report does not exclude your statutory rights.

Further information about purchases and customers’ rights is available in our General Terms and Conditions.

Effective date: 29 September 2026.