General terms & conditions

These General Terms and Conditions govern the conditions for the purchase and sale of goods and services in the Pikaluna online store, accessible at: www.pikaluna.com, operated by ROVELTO d.o.o.

1. General Terms and Conditions

1.1 The General Terms and Conditions (hereinafter the general terms) of ROVELTO d.o.o. (hereinafter the “Provider”) form an integral part of all contracts between the Provider and buyers of products (hereinafter “customers”) who do business with the Provider.

1.2 The provisions of the general terms also apply to all offers, pro forma invoices, preliminary contracts, legal-business statements and other services arising from the business relationship between the Provider and the customer.

These General Terms and Conditions are drawn up in accordance with the Consumer Protection Act (ZVPot-1), the General Data Protection Regulation (GDPR), the Electronic Commerce Market Act (ZEPT) and the Electronic Communications Act (ZEKom-1).

1.3 Use of terms:

Customer is a natural or legal person who is in a legal-business relationship with the Provider, regardless of their legal or status form.

Consumer is any customer who is a natural person and acquires or uses the Provider’s goods or services for personal purposes or for purposes outside their professional or gainful activity.

Offer is a unified term for an offer in various forms, a pro forma invoice or another form of proposal for the conclusion of a contract that the Provider offers to the customer.

Contract is an agreement in written form concluded between the Provider and the customer. An offer or pro forma invoice that the Provider sends to the customer and that the customer accepts or confirms is also deemed to constitute the conclusion of a contract. These general terms form an integral part of every contract.

The subject of the contract may be: goods, which may be all products from the Provider’s sales catalogue.

1.4 With regard to informing the customer about delivery, conclusion, withdrawal from or amendment of the contract and all other information, the dispatch theory applies. This means that the date on which the Provider sends the notice via the communication medium is deemed to be the date of notification of the customer.

1.5 All notices to customers relating to the delivery of the subject of the contract, the conclusion of or withdrawal from the contract and other information are given by the Provider via e-mail to the address provided by the customer. The Provider also informs by ordinary mail, telephone or in another manner agreed with the customer.

2. Application of the General Terms and Conditions

2.1. These general terms take priority and therefore fully replace missing, differing and conflicting contractual provisions between the Provider and the customer.

2.2. These general terms replace any general terms and other documents of the customer, unless the Provider expressly excludes the application of these general terms in writing.

2.3. These general terms form an integral part of the contracts concluded between the customer and the Provider. By signing the contract or by otherwise entering into the contractual relationship, the customer fully agrees with the content of these general terms and confirms that they are fully acquainted with the content of these general terms.

2.4. These general terms are available at the web link: https://pikaluna.com/si/terms-and-conditions/. Acquaintance with the general terms and conditions is also possible at the Provider’s business address.

2.5. The submission of a valid order in the Provider’s online store is deemed to constitute the signing of the contract.

2.6. These general terms bind the consumer only if the consumer was expressly notified of their existence prior to the conclusion of the contract, pro forma invoice, preliminary contract or offer.

3. Amendments to the General Terms and Conditions

The Provider undertakes that every amendment to the general terms and conditions will be published on the website: https://pikaluna.com/si/terms-and-conditions/ with the date of entry into force of the amendment.

The general terms are binding in the form and with the content that was available to the parties on the day of conclusion of the contract.

In the event of any amendment to the general terms, the amendments become binding on the customer from the day on which the customer becomes acquainted with them.

The customer is deemed to be acquainted with the amendments at the moment the amendment is published on the website pikaluna.com/si/terms-and-conditions and upon confirmation of the order submission. The customer is thereby deemed to agree with the amendment to the general terms.

Should the customer declare that they do not agree with the amended terms and conditions, the Provider has the right to withdraw from the contract.

The amended terms and conditions are also binding on consumers if the consumer has consented to the amendment by a written statement, contract or annex. Otherwise, consumers are subject to the general terms that were in force at the time of conclusion of the contract.

In the event that an individual provision in the contract or general terms were to be invalid or unenforceable, or if a legal gap were to arise, this does not affect the other provisions in the contract or general terms, whereby the contracting Parties agree that, instead of the invalid, unenforceable or non-existent provision, a provision shall apply that is closest in its purpose and aim to the original purpose of the contract.

4. Availability of information

(summary of legislation)

The Provider undertakes to provide the following information on its website at all times:

Company identity data (company name, registered office, registration and VAT number, data on entry in the register stating the register and entry number)
Contact details (e-mail address, telephone number)
Information on the basic characteristics of products and services (including information on after-sales services and guarantees)
Information on the availability of products
Delivery conditions (method, location and date of delivery)
Unambiguously stated prices, including data on additional tax and transport costs
Payment and delivery methods
Period of validity of the offer
Conditions and deadlines for withdrawal from the contract
Notification of liability for material defects
Data on the complaints procedure

The Provider undertakes not to set any contractual terms that would be unfair to the consumer, in accordance with the provisions of ZVPot-1. Unfair contractual terms are null and void.

5. Conflict of legal provisions

In the event that these general terms conflict with other general terms of the Provider, the provision that is more precise in the specific case applies.

The Provider and the customer may exclude the application of individual provisions of these general terms if those provisions are inconsistent with the provisions of the contract or with the general purpose of the contract.

Insofar as these general terms conflict with consumer protection regulations, the relevant consumer legislation applies in that part.

6. Offer of articles

Due to the nature of doing business over the World Wide Web, the offer of the PIKALUNA brand is updated and changes frequently and rapidly.

7. Prices

The prices of products published on the website are stated in euros (EUR) and include VAT, except where expressly stated otherwise for an individual product. A reduced price is deemed to be the previous regular selling price of the product, which is reduced for a definite or indefinite period of time.

Published prices refer exclusively to the products and do not include delivery costs, unless expressly stated otherwise. They are valid at the moment of order submission and when using the payment methods and under the conditions stated in these general terms and conditions.

8. Payment methods

The company enables the following payment methods:

cash on delivery via the partner GLS – the delivery service may also charge a commission fee for the payment;
payment via the PayPal application to the provider’s bank account,
various other forms of electronic payment by payment cards (credit card, gift voucher, etc.).

The company issues the customer an invoice on a durable and/or electronic medium, with itemised costs and instructions on how to withdraw from the purchase and return the products, if necessary.

The purchase contract (order) is stored in electronic form on the Company’s server.

The security of personal data and payments is within the domain of the payment service providers. For everything else, the company uses appropriate technical and organisational means to ensure the security and confidentiality of personal data and payment information.

9. Order placement procedure

9.1 Purchase procedure before order submission

9.1.1 Selecting products

Before submitting an order, you need to select the desired products in the online store. You do this by clicking the “Add to cart” button in the view of an individual product.

9.1.2 Cart confirmation or order summary

After appropriately selecting the products, you move to the cart or checkout page (link to page: https://pikaluna.com/si/checkout/). Here you can review your selected products again and change their quantity accordingly, add new products or remove them from the cart. This page also enables a special discount field called “Coupon”.*

*Promotions are mutually exclusive. One coupon may be used per order. Coupons do not apply to gift vouchers.

9.1.3 Sign-in

In this step of the purchase, you need to sign in and submit your personal data. The submission of personal data is intended solely for delivery and is in accordance with the GDPR. You may complete the purchase as a guest (quick purchase, without further storage of data).

9.1.4 Address

When selecting the address, you specify your desired delivery address. The delivery address may differ from your personal address – in that case we therefore send the selected products to the chosen address.

9.1.5 Delivery

When selecting delivery, you can choose the delivery method (standard delivery, parcel shop) by clicking on the desired delivery.

9.1.6 Payment

The last step is intended for the final check and final confirmation of your order. By clicking the button, you agree with the submitted order and the terms and conditions and definitively confirm your purchase.

9.2 Purchase procedure after order submission

9.2.1 Order in the queue

After submitting the order, the buyer receives a notification by e-mail that the order has been received and is BEING PROCESSED.

9.2.2 Order confirmed

The order proceeds to further processing once the Company reviews the order, checks the availability of the ordered articles and confirms the order or rejects it with reason. The Company may, in order to verify the data or ensure the accuracy of delivery, call the buyer on the contact telephone number they added when submitting the order, or send them an e-mail. Upon confirmation of the order, the Company informs the buyer by e-mail of the expected delivery period. The purchase contract for the ordered articles between the buyer and the provider is concluded at this stage.

9.2.3 Goods dispatched

The Company dispatches the goods as soon as possible and informs the buyer thereof by e-mail.

10. Issuing invoices

The Company sends the customer the invoice for the ordered goods or service in the form of a PDF document to the e-mail address that the customer provides upon purchase on the Company’s website.

It is the customer’s duty to review all data and order specifications before placing the order. Objections regarding inaccuracies in issued invoices raised subsequently are not taken into account.

11. Order cancellation

When the customer submits an order, they receive an e-mail confirming receipt of the order. The customer has the right to cancel the order before they receive the Provider’s electronic notification that the shipment will be handed over to the postal service. Subsequent cancellation of the order is not possible.

The contract or order is sent to the customer at the e-mail address that they entered when submitting the order.

The online store provides technical means for recognising and correcting errors before order submission, namely the page warns the customer that they have not filled in all the required fields. Before completing the order, a summary is available in which the customer can check and edit their entered data. In the event of incorrect entry, the customer can correct errors in the cart.

If you wish to cancel your order before it has been dispatched, you must notify us at the e-mail address [email protected]. The cancellation request must contain the customer’s first and last name and the order number. Where possible, we will arrange the cancellation, but we reserve the right that this is not always possible.

12. Provider’s withdrawal from the contract and return of goods

More detailed rules on withdrawal from the contract and return of goods

In accordance with the applicable legislation, the consumer has the right to withdraw from the contract within 14 days of receipt of the product without the obligation to state the reason for their decision.

If the goods have already been delivered, the consumer must return the product to the provider or to a person authorised by the provider to receive returns, without undue delay, and no later than within 14 days of the day on which they notified the provider of the withdrawal from the contract.

The provider returns the purchase price for the returned products to the consumer no later than within 14 days of receiving the returned goods or proof that the goods have been sent back. The provider does not make refunds of the purchase price in cash.

The delivery cost is not refunded, unless stated otherwise at the conclusion of the contract.

In the event of withdrawal from the contract, the costs of returning the products are borne by the consumer, except where the law provides otherwise.

The right of withdrawal from the contract belongs exclusively to consumers, i.e. natural persons who purchase products for purposes outside their professional or gainful activity. Legal entities, sole proprietors and other persons carrying out an activity do not have this right, unless the law provides otherwise.

The consumer is liable for the diminished value of the goods where the diminution occurred as a result of handling that exceeds what is strictly necessary to establish the nature, characteristics and functioning of the product.

The amount of the consumer’s liability due to the diminished value of the goods may reach at most the regular retail value of the product on the day of purchase. Until the final decision on the purchase, the consumer uses the products with care, returns them undamaged, unused, in the same quantity and, where possible, in the original packaging.

The consumer may inspect and test the product only to the extent comparable to the usual inspection of products in a physical store. The packaging should be opened carefully and, as far as possible, kept undamaged. Labels and protective elements should remain attached to the products until the suitability of the product is established.

In the case of clothing, the consumer should check the suitability of the size over other clothing and not directly on the skin, as improper handling may affect the hygienic suitability and value of the product.

If, upon receipt of the return, the provider establishes damage to the product, signs of use, missing parts or quantitative discrepancies that are not the result of a usual inspection of the product, the provider may claim a reduction of the refund of the purchase price in proportion to the diminished value of the goods.

The mere fact that a diminution in the value of the goods has occurred does not deprive the consumer of the right to withdraw from the contract.

For additional information regarding returns or withdrawal from the contract, the consumer may contact the provider at the e-mail address [email protected].

Before returning the products, the consumer must complete the return form, which is published on the provider’s website.

If the consumer has chosen a more expensive delivery method than the cheapest standard delivery offered by the provider, the provider is not obliged to refund the difference in delivery costs.

The purchase price is refunded to the same means of payment as was used at the time of purchase, unless the parties agree otherwise.

For payments by credit or debit card, the refund is made to the same card used for the order. For payments by cash on delivery or by bank transfer, the refund is made to the consumer’s transaction account.

The consumer is responsible for the accuracy of the data provided for the refund of the purchase price. If, due to an incorrectly stated transaction account or a mismatch between the transaction account number and the actual account holder, additional costs arise in resolving the refund (additional communication via e-mail) or in communication with the bank or the unauthorised recipient, the provider may charge the consumer the actual administrative costs incurred (€5.00).

The provider enables the return of all products in accordance with these general terms and conditions and the applicable legislation.

The customer sends the products for return to the address: Rovelto d.o.o., Ljubljanska cesta 45d, 1241 Kamnik, Slovenia.

Return of products

If an individual product does not suit the consumer, they may return it.

Direct exchange of products or exchange of size is not possible, so we recommend that you return the unsuitable product and place a new order for the desired product or size.

You may exercise the right of withdrawal from the contract (return) within 14 calendar days in accordance with the provisions of our General Terms and Conditions and the applicable legislation. For products purchased in special promotions, sales or other special offers, additional conditions may apply, described in Article “12.1. Returns for purchases with promotional benefits”.

To exercise withdrawal from the contract, you must complete the return form. The consumer may also provide the required data by e-mail to the address [email protected].

Pack the products in packaging suitable for shipping, label the parcel appropriately and send it to our address: PIKALUNA (Rovelto d.o.o.), Ljubljanska cesta 45d, 1241 Kamnik.

After submitting the return form, you can create a GLS label for the return shipment. After entering the required data, the system prepares a return label, which the consumer prints and attaches to the parcel with the products for return. The parcel is then handed over to a selected GLS parcel locker or GLS drop-off point.

Once we receive the returned shipment and check its contents, we process the request without undue delay. We refund the purchase price no later than within 14 days of receiving the notice of withdrawal from the contract, whereby we may withhold the refund until we receive the returned goods or proof that the goods have been sent back. After receiving the returned goods and verifying their suitability, we refund the purchase price without undue delay, and at the latest within 14 days. We usually process returns within a few business days of receiving the returned goods. The purchase price is refunded by the same means of payment as was used for the order, unless the parties expressly agree otherwise.

In the case of using an organised GLS return, a return cost of €4.50 is deducted from the refund of the purchase price. The return of incorrectly delivered products, where an error in shipping occurred on our side (wrong product, model or size), is free of charge for the customer.

If you return the product via another delivery service, you bear the return costs yourself. We recommend using a service with shipment tracking, as without proof of dispatch or delivery we cannot confirm receipt of the shipment. If, when placing the order, you chose a more expensive delivery method than the cheapest standard delivery, we are not obliged to refund the difference in delivery cost.

Returned products must be clean (without a pronounced odour, hairs or stains), undamaged and provided with the original labels. The products must not be used beyond the extent necessary to establish their nature, characteristics and functioning. Please return the products in the original packaging (Pikaluna bag with barcode), if possible.

In accordance with the applicable legislation, we reserve the right to a proportionate reduction of the refund of the purchase price where the value of the product is diminished due to handling by the consumer that exceeds a usual inspection of the product.

The stated conditions do not affect the consumer’s rights arising from the non-conformity of goods or other rights provided by the applicable legislation.

12.1 Returns for purchases with promotional benefits

Certain benefits (a free gift, free delivery or another promotional add-on) are tied to reaching a minimum order amount. Since the benefit is conditional on the total value of the purchase, a partial return of goods directly affects its validity. The rules in this section apply to all orders for which any promotional benefit was granted at the time of purchase.

Gift with purchase

Where a free gift (hereinafter: promotional item) was granted with the order as a benefit for reaching a certain minimum purchase amount, the following applies:

If the value of the returned articles causes the total value of the retained goods to fall below the conditional threshold, the buyer is obliged to return the promotional item together with the return. The promotional item must be returned in the same condition as upon receipt — unused, unwashed, with all labels and in the original packaging.

If the buyer does not return the promotional item or returns it in an unsuitable condition, the Provider reserves the right to deduct from the total refund amount the retail value of the promotional item, valid as at the date of the original purchase. In that case the refund will be reduced by the stated amount, and a statement of account will be issued to the buyer.

If the value of the retained goods after the partial return remains above the threshold, the conditions of the benefit remain fulfilled and the return of the promotional item is not necessary.

Free delivery

Where delivery was granted free of charge as a benefit for reaching a certain minimum purchase amount, the following applies:

If the value of the returned articles causes the total value of the retained goods to fall below the threshold for free delivery, the buyer loses the right to free delivery for that order. In that case the Provider reserves the right to deduct from the refund amount the standard delivery costs that would have been charged at the time of purchase without the promotional condition.

If the value of the retained goods after the partial return remains above the threshold, free delivery remains valid and nothing is deducted from the refund.

Discount on the second item

If the customer uses a promotional benefit with a discount on the second item, and then subsequently returns part of the products from the package that were purchased at full price, while retaining the discounted product, the full price of the retained article is taken into account upon the return, since the condition is no longer fulfilled.

Common rules for promotional benefits

The conditional threshold and the type of benefit are evident from the conditions of the individual promotion that were valid at the time of purchase.

The Provider reserves the right to check the total value of the retained goods after each partial return and to adjust the refund amount accordingly.

In the event of several consecutive partial returns, the value of the retained goods is added up cumulatively — each return is taken into account in relation to the total remaining order amount.

By submitting an order for which a promotional benefit was activated, the buyer is acquainted with these conditions and accepts them as part of the contractual relationship.

13. Exceptions to the right of withdrawal

The consumer does not have the right to withdraw from the contract in the cases specified by ZVPot-1, in particular:

for goods made according to the consumer’s precise instructions or adapted to their personal needs,
for sealed goods that are not suitable for return for health-protection or hygiene reasons, if the protective seal was opened after delivery,
for goods that, by their nature, are inseparably mixed with other items,
for perishable goods.

Despite exceptional efforts to provide the most up-to-date and accurate data, it may happen that a price datum is incorrect. In that case the provider will enable the buyer to withdraw from the purchase.

We reserve the right to reject an order for which we establish that, under the stated conditions and with the data at our disposal, we cannot fulfil it. In the event that the buyer has already paid the entire purchase price by pro forma invoice, we return it, including delivery costs, within 14 business days.

The Provider also has the right to withdraw from the contract in the event that a customer who is not a consumer becomes insolvent or unable to pay, or if they have blocked funds on their business account for more than 15 days, or if compulsory settlement or bankruptcy proceedings are initiated or merely proposed.

The Provider has the right to withdraw from the contract after a prior warning and the granting of an additional period for the fulfilment of the contract, if the customer does not fulfil their obligations, if the customer provides the Provider with untrue data that hinders or prevents the fulfilment of the contract, and if they do not pay their obligations in accordance with the contract and these general terms.

In the event that the Provider establishes that the customer is abusing the services provided by the Provider (e.g. but not exclusively: orders several shipments online while collecting only one shipment, repeatedly fails to collect a parcel, etc.), the Provider reserves the right to restrict or disable such a customer’s access to the services after having given the customer a prior warning and offered them an additional period for the fulfilment of the contract.

The total number of products that a user may purchase in the online store is limited to 20. For larger orders, please contact [email protected].

14. Restriction or disabling of the use of services

The Provider reserves the right to temporarily or permanently restrict the user’s access to the online store or to individual services where it establishes conduct that constitutes abuse of the system, causes business damage or disproportionately burdens the provider’s operations.

Abuse may be deemed to include in particular:

repeated ordering of shipments without collection,
repeated ordering of products with the intention of unjustified returns,
deliberately causing delivery or order-processing costs,
other conduct that deviates from the usual and fair use of the online store.

Before restricting access, the Provider will take into account the circumstances of the individual case and act proportionately.

An individual order may be limited in quantity. The maximum total number of products in a single order is 20 items. For larger orders, the buyer may contact user support in advance.

15. Exclusion and limitation of liability

The Provider strives to provide up-to-date, correct and complete information on the website, but cannot exclude the possibility of errors in descriptions, prices, stock or other data.

Product photographs are of an informative nature and may in certain cases deviate from the actual appearance of the product.

The user must themselves ensure appropriate technical protection of their equipment, software and internet access.

The Provider may, for technical reasons, maintenance, upgrades or other justified reasons, temporarily restrict or interrupt the operation of the online store or access to individual functionalities.

The Provider is not liable for any damage, costs or loss of data that the user may incur due to the temporary unavailability of the website, disruptions in operation or technical errors, except where liability arises from mandatory provisions of legislation.

The limitations of liability do not apply in cases of intent, gross negligence or in cases where the limitation of liability is not permissible by law.

16. Complaints and grievances

The buyer may send a complaint or grievance:

to the e-mail address [email protected],
in writing to the address of the company’s registered office.

The Provider will confirm receipt of the complaint or grievance and keep the buyer informed of the progress of the procedure.

The Provider strives to resolve all disputes amicably.

17. Out-of-court settlement of consumer disputes

In accordance with the Out-of-Court Settlement of Consumer Disputes Act, the provider does not recognise any provider of out-of-court settlement of consumer disputes as competent to resolve a dispute.

18. Protection of personal data

The Provider processes personal data in accordance with the applicable legislation in the field of personal data protection.

Details of the processing of personal data are set out in the Privacy Policy published on the provider’s website.

19. Limitation of liability

The Provider strives to provide up-to-date and correct data in the online store.

Product photographs are symbolic and do not guarantee the characteristics of the product.

The Provider is not liable for:

occasional non-functioning of the website,
minor deviations in the colours of products due to screen settings,
damage arising from improper use of products.

The limitations of liability do not apply in cases where liability cannot be limited or excluded in accordance with the applicable legislation.

20. Copyright

The contents of the online store, including texts, photographs, graphic elements and logos, are protected by copyright.

Without the prior written consent of the provider, they may not be copied, reproduced or used for commercial purposes.

21. Amendments to the general terms

The Provider may amend these general terms due to changes in legislation, business processes or the functionalities of the online store.

The amendments enter into force upon publication on the website.

An individual order is subject to the general terms that were in force at the time of order submission.

22. Final provisions

For matters not regulated by these general terms, the applicable legislation of the Republic of Slovenia applies.

Any disputes are resolved before the court with subject-matter jurisdiction.

These general terms apply from the day of publication on the website onwards.

Date of last update: 21 May 2026.