Return & Refund Policy
Effective Date: August 9, 2026
This Return & Refund Policy applies to purchases made through shungite-tolvu.com.
Nothing in this policy limits or excludes any mandatory consumer rights that apply under applicable law.
1. Return and Withdrawal Period
European Union
Consumers in the European Union generally have the right to withdraw from an online purchase within 14 days after receiving the goods, without giving a reason, subject to applicable legal exceptions.
To exercise this right, you must inform us of your decision to withdraw within the applicable 14-day period.
After notifying us of your withdrawal, the goods must generally be sent back within a further 14 days.
United Kingdom
Consumers in the United Kingdom generally have the right to cancel an online purchase within 14 days after receiving the goods, without giving a reason, subject to applicable legal exceptions.
After notifying us of cancellation, the goods must generally be returned within a further 14 days.
United States and Other Countries
For customers outside the European Union and United Kingdom, we voluntarily accept eligible returns requested within 30 days after delivery, unless mandatory local consumer law provides greater rights.
2. How to Request a Return
To request a return or exercise a statutory right of withdrawal, contact us at:
Email: shungitetolvu@gmail.com
Please include your order number and clearly state that you wish to return the product or withdraw from the purchase.
When we receive a withdrawal or cancellation notice by email, we will acknowledge receipt by email as soon as reasonably possible.
Contacting us before sending the goods helps us provide the correct return address and process your return efficiently.
For statutory withdrawal rights, prior authorization from us is not required for the withdrawal to be valid, provided that you notify us within the applicable legal period.
For administrative purposes, we may provide a return reference number to help identify and correctly route your return. This administrative process does not limit any statutory consumer rights.
3. Return Address
EU customer returns are normally directed to our return location in Slovenia.
U.S. customer returns may be directed to our U.S. return location.
We will provide the appropriate return address based on the customer’s location and the circumstances of the order.
Contacting us before sending the return helps ensure that your package is routed correctly and processed without unnecessary delay.
This is an administrative shipping instruction only and does not make prior authorization a condition for exercising any statutory right of withdrawal.
4. Condition of Returned Products
Returned products should be sent back with all included accessories and components and, where reasonably possible, in their original packaging.
For returns made under a statutory EU or UK right of withdrawal, customers may inspect and handle the product only to the extent reasonably necessary to establish its nature, characteristics, and functioning.
If handling goes beyond what is reasonably necessary and results in diminished value, an appropriate deduction may be made where permitted by applicable law.
For voluntary returns outside statutory consumer rights, products should be returned in substantially the same condition in which they were received.
5. Products Excluded From the Right of Withdrawal
Where permitted by applicable law, the statutory right of withdrawal may not apply to certain products, including:
- goods made to the customer’s specifications;
- clearly personalized products;
- custom engraving or inscriptions;
- other products for which applicable consumer law provides an exception to the right of withdrawal.
An exclusion will only be applied where it is permitted by applicable consumer law.
6. Return Shipping Costs
European Union
For statutory EU withdrawals, the customer bears the direct cost of returning the goods where the customer was informed before purchase that such return costs would be their responsibility, unless we have agreed to bear those costs or applicable law requires otherwise.
United Kingdom
For UK change-of-mind cancellations, the customer is responsible for the direct cost of returning the goods where applicable and where this was properly disclosed before purchase, unless we have agreed to bear those costs or applicable law requires otherwise.
United States and Other Voluntary Returns
Unless otherwise required by applicable law or agreed by us, customers are responsible for the direct cost of returning goods when the return is due to a change of mind or another voluntary return reason.
Damaged, Defective or Incorrect Products
If you receive a damaged, defective, or incorrect product, please contact us. Where the problem is our responsibility or where required by applicable consumer law, the customer will not be required to bear the necessary return shipping costs.
7. Refunds
Refunds are issued to the original payment method unless another method is expressly agreed and permitted by applicable law.
European Union Withdrawals
When an EU consumer validly exercises the statutory right of withdrawal, we will reimburse payments received from the consumer, including the cost of our least expensive standard delivery option, as required by applicable law.
If the customer selected a more expensive delivery method, such as express shipping, we are not required to refund the additional cost above our least expensive standard delivery option.
Reimbursement will be made without undue delay and no later than 14 days after we are informed of the decision to withdraw.
Where permitted by law, we may withhold reimbursement until we receive the returned goods or until the customer provides evidence that the goods have been sent back, whichever occurs first.
United Kingdom Withdrawals
When a UK consumer validly exercises the statutory right to cancel, we will reimburse payments received from the consumer, including the cost of our least expensive standard delivery option, as required by applicable UK consumer law.
If the customer selected a more expensive delivery method, such as express shipping, we are not required to refund the additional cost above our least expensive standard delivery option.
For returned goods, reimbursement will be made without undue delay and no later than 14 days after we receive the returned goods or evidence that the goods have been sent back, whichever is earlier.
Other Eligible Returns
For eligible voluntary returns outside statutory withdrawal rights, refunds are normally processed after the returned product has been received and inspected.
Once we issue a refund, your bank, card issuer, PayPal, or other payment provider may require additional time to post the refund to your account.
8. Damaged, Defective or Incorrect Orders
If your order arrives damaged, defective, or different from what you ordered, please contact us as soon as reasonably possible at shungitetolvu@gmail.com.
To help us investigate the issue quickly, we may ask you to provide:
- your order number;
- photographs of the product;
- photographs of the packaging;
- a photograph of the shipping label, where relevant.
For EU consumers, goods that do not conform to the contract are covered by applicable statutory conformity rights.
Depending on the circumstances and applicable law, remedies may include repair or replacement free of charge and, where the legal conditions are met, an appropriate price reduction or termination of the contract and refund.
EU consumers generally benefit from a minimum two-year statutory legal guarantee of conformity, subject to applicable national rules that may provide greater protection.
Mandatory legal guarantee and conformity rights are not limited by this Return & Refund Policy.
9. Lost or Undelivered Orders
If tracking indicates that an order has not been delivered, please contact us so that we can investigate the shipment with the carrier.
If a shipment is confirmed as lost, we will provide an appropriate remedy, which may include a replacement shipment or refund.
If tracking shows that a shipment was delivered but you cannot locate it, please contact us. We will review the available tracking and delivery information and assist with an investigation.
Our responsibilities regarding delivery are not excluded or reduced where mandatory consumer law provides otherwise.
10. Tracking Your Return
We recommend using a trackable shipping method and keeping proof of shipment until your return has been completed.
For statutory EU and UK withdrawals, proof that the goods have been sent back may be relevant to the timing of reimbursement under applicable law.
11. Model Withdrawal Form for EU Consumers
You may use the following form if you wish to withdraw from your contract. Use of this form is optional. You may also communicate your decision to withdraw through another clear and unequivocal statement.
To:
KARELIA, trgovina in storitve, d.o.o.
Prešernova ulica 49
9000 Murska Sobota
Slovenia
Email: shungitetolvu@gmail.com
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
________________________________________
Ordered on / received on:
________________________________________
Name of consumer(s):
________________________________________
Address of consumer(s):
________________________________________
Signature of consumer(s) (only if this form is submitted on paper):
________________________________________
Date:
________________________________________
12. Legal Consumer Rights
This policy provides information about our return process but does not replace or restrict mandatory consumer protection rights.
Consumers in the European Union benefit from statutory rights concerning distance contracts and the legal conformity of goods. Consumers in the United Kingdom and other jurisdictions may have additional mandatory rights under applicable local law.
Where any provision of this policy conflicts with mandatory consumer protection law, the mandatory legal provision will apply.
13. Governing Law
KARELIA, trgovina in storitve, d.o.o. is established in Slovenia.
This policy is governed by applicable Slovenian and European Union law, without depriving consumers of mandatory protections that may apply under the law of their country of residence.
14. Contact Information
KARELIA, trgovina in storitve, d.o.o.
Prešernova ulica 49
9000 Murska Sobota
Slovenia
Email: shungitetolvu@gmail.com
Website: shungite-tolvu.com