Widerrufsrecht

Returns & Refund Policy

Effective: 2026-04-21

This policy sets out your rights to cancel, return, and refund goods purchased from eluxena.com. It is separate from the statutory 2-year guarantee of conformity (legal warranty) — see Section 4.

1. 14-day right of withdrawal

If you are a consumer resident in the European Union, you have 14 calendar days from the day you (or a third party you nominated, other than the carrier) received the goods to withdraw from the purchase contract without giving any reason.

For orders containing multiple items delivered separately, the 14-day period runs from the day you received the last item.

How to withdraw

Send an unambiguous statement of withdrawal to us before the 14 days expire. You can:

  • email hello@lemonabird.com with your order number and the items you wish to return, or
  • use the withdrawal form in Annex A below (not mandatory), or
  • include a note with the returned parcel.

Returning the goods

Send the goods back to us within 14 days of sending the withdrawal statement. You bear the direct cost of return shipping unless we explicitly agree otherwise. Use a trackable service — we cannot refund items we never receive.

Return address: JOLI d.o.o. — Eluxena Returns Celjska cesta 6 3250 Rogaška Slatina Slovenia

Refunds

We will refund all payments received from you, including the original (standard) delivery cost, within 14 days of receiving your withdrawal statement. We may withhold the refund until we receive the goods back or until you provide proof that you have sent them, whichever is earlier.

Refunds are issued to the original payment method. There is no fee.

Value reduction

You are only liable for any diminished value of the goods if the diminished value results from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods. You may try on lingerie over your own underwear in the same way you would in a physical shop — this does not diminish value.

2. Exclusions from the 14-day right

Article 43.č of the Slovenian Consumer Protection Act (transposing Directive 2011/83/EU Art. 16) lists categories where the right of withdrawal does not apply. On our Site these are:

  • Sealed hygiene products once the seal is broken. Briefs and thongs are shipped in a sealed hygiene sachet. If you break the seal, the right of withdrawal on that item no longer applies. Bras and bralettes are not hygiene-sealed and are always returnable.
  • Made-to-measure or personalised goods (custom alterations at your request).
  • Gift cards (digital goods, consumed immediately).

We will tell you clearly on the product page whenever an item is affected by an exclusion.

3. Returning unwanted gifts

If a gift recipient wishes to return an item purchased on our Site, we will accept the return within the 14-day window counted from the recipient's receipt, and refund the original purchaser unless they instruct us otherwise in writing.

4. Defective or mis-described goods — legal guarantee

Separately from the 14-day withdrawal right, every item sold on our Site carries the statutory legal guarantee of conformity for a minimum of two years from delivery (Directive (EU) 2019/771; Slovenian ZVPot-1 Art. 72 et seq.). If an item:

  • is not as described,
  • is defective,
  • does not match its reasonable expected quality,
  • or fails within two years under normal use,

you are entitled — at your choice — to repair, replacement, a reduced price, or termination of the contract with a full refund.

To claim, email hello@lemonabird.com with photos and a description. We pay return shipping on confirmed defects. The legal guarantee is in addition to, and does not affect, the 14-day withdrawal right or any separate manufacturer warranty.

5. Not eligible

Items received more than 30 days after delivery (outside both the 14-day withdrawal window and our goodwill return window), heavily used items with no defect, or items returned without tags or hygiene seals intact (where applicable) may be refused or refunded partially. We will contact you before making a decision.

6. Alternative Dispute Resolution (ADR)

If we cannot resolve a complaint together, you can refer the dispute to the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr. The platform is free and available in every EU language.

We do not currently commit to using a specific ADR body beyond the ODR platform, but we participate in good-faith in any procedure a recognised body proposes.

7. Contact

  • Email: hello@lemonabird.com
  • Phone: +386 70 263 425
  • Post: JOLI d.o.o., Celjska cesta 6, 3250 Rogaška Slatina, Slovenia

Annex A — Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To: JOLI d.o.o. — Eluxena Returns
Celjska cesta 6, 3250 Rogaška Slatina, Slovenia
Email: hello@lemonabird.com

I/We [*] hereby give notice that I/We [*] withdraw from my/our [*] contract
of sale of the following goods [*] / for the provision of the following
service [*]:

Order number: ___________________
Item(s):      ___________________
Ordered on:   ___________________  Received on: ___________________

Consumer's name(s):    ___________________
Consumer's address:    ___________________
Consumer's signature:  ___________________   (paper form only)
Date:                  ___________________

[*] Delete as appropriate.