Shipping & Returns

Lu&Friends

This policy applies to consumer purchases for personal use from our online shop, rather than purchases for a trade, business or profession.

Shipping

We deliver to Slovenia and Croatia using a courier service.

The free delivery threshold is calculated after discounts, excluding postage. Prices include VAT. Working days exclude weekends and relevant public holidays. Including dispatch, estimated delivery is approximately 4–6 working days from confirmation of your paid order. Any different product-specific timeframe is shown before purchase.

For a missing, delayed or damaged parcel, contact info@luvos.si. We remain responsible for the goods until you or your nominated recipient, other than the carrier, physically receive them.

Returns

Your 14-day right to return

You may withdraw from your purchase without giving a reason within 14 days, starting on the day after you, or someone you nominate other than the carrier, physically receive the goods. For products from one order delivered separately, the period starts after receipt of the last product.

Before this period expires, email info@luvos.si, write to our returns address below, or use Withdraw from contract. You may use the form at the end of this page or any clear statement identifying your decision to withdraw. Sending your withdrawal statement before the deadline is sufficient. No prior approval is required. Please identify your order and the products concerned.

Online withdrawal is acknowledged by email without delay, with the statement's content and submission date and time.

Send the goods back within 14 days of notifying us. Posting within that period is sufficient. You arrange and pay for return postage when exercising your 14-day right to withdraw. We do not provide free return shipping or reimburse this cost. This does not apply to valid claims for faulty or incorrect goods, for which we cover necessary return costs. Keep proof of posting and do not send returns cash on delivery.

Returns address
LUVOS d.o.o. – Lu&Friends Returns
Ulica Malči Beličeve 66
1000 Ljubljana, Slovenia

Product condition

You may inspect and try on the trousers as necessary to check their fit and function. Please fit them on a clean, dry dog indoors. If you intend to return them, avoid walks, prolonged wear, washing or alterations, and keep the trousers clean and undamaged.

If handling beyond necessary inspection reduces the product's value, we may reduce the refund by the actual, evidenced loss in value, as permitted by law. This may include excessive dog hair, stains, odours or damage resulting from use. Any deduction is assessed individually and explained with supporting evidence; there are no automatic cleaning or restocking fees.

Normal traces of careful fitting do not automatically justify a deduction. The fact that an item cannot be resold as new does not, by itself, remove your right to withdraw. Please include all supplied parts and tags and use the original packaging where possible; missing packaging or removed tags do not automatically exclude a return.

You are not liable for diminished value if we failed to give the required withdrawal information before purchase.

Refunds and exchanges

We refund the amounts due within 14 days of receiving your withdrawal notice, without undue delay. We may wait until we receive the goods or proof that you have sent them back, whichever comes first.

Refunds go to your original payment method unless you expressly agree otherwise at no additional cost. Return postage is paid by you and is not reimbursed, except for valid claims for faulty or incorrect goods.

For withdrawal from the entire order, we refund the product price and any standard delivery charge you paid. Premium delivery supplements are not refunded. For partial returns, we refund only delivery costs attributable exclusively to the returned items. Originally free delivery is not charged retrospectively.

Sale items have the same statutory return rights. We offer no additional trial period or direct size exchanges: return the original item and place a new order for your preferred size. This does not limit your rights if we supplied an incorrect or non-conforming product.

Incorrect or faulty products

Contact info@luvos.si with your order details and a description of the problem, and allow us to inspect the goods. Photos are helpful but optional.

Goods are covered by the statutory legal guarantee of conformity. We are responsible for defects that existed at delivery and become apparent within two years. Notify us within two months of discovering the defect. Normal wear and tear and damage caused by misuse are not covered.

You are entitled to free repair or replacement, or a price reduction or refund where the statutory conditions are met. We cover necessary costs, including transport, for valid claims. Applicable Slovenian and Croatian consumer rights and statutory time limits apply. These rights are separate from the 14-day right to withdraw.

Contact and complaints

Send written complaints to info@luvos.si or our postal address. We acknowledge receipt without delay. For consumers in Croatia, we respond in writing within 15 days of receiving the complaint, stating whether we accept it as justified. This does not extend any shorter statutory deadline or refund deadline.

Lu&Friends is operated by LUVOS, poslovanje z nepremičninami, d.o.o., Ulica Malči Beličeve 66, 1000 Ljubljana, Slovenia.
Company registration: 8864454000 · VAT ID: SI39290484
Email: info@luvos.si

Withdrawal form

Use is optional. Send only if you wish to withdraw.

To: LUVOS, poslovanje z nepremičninami, d.o.o., Ulica Malči Beličeve 66, 1000 Ljubljana, Slovenia; info@luvos.si

I/We give notice that I/we withdraw from my/our contract of sale of:

Goods: ........................................................................
Ordered on / received on: ......................................................
Consumer name(s): .............................................................
Consumer address: .............................................................
Order number (optional): .......................................................
Date: .........................................................................
Signature (paper forms only): .................................................