Return & Refund Policy

Last updated: 17 August 2026

At MIROCOOL, we want you to be satisfied with your purchase. This Return & Refund Policy explains your rights when purchasing from mirocool.com and is intended to comply with applicable Slovenian and European Union consumer protection legislation.

This Policy applies to consumers purchasing products through our online store.

1. 14-Day Right of Withdrawal

If you are a consumer, you generally have the right to withdraw from your online purchase within 14 days without giving any reason.

The withdrawal period expires 14 days after the day on which you, or a third party designated by you other than the carrier, takes physical possession of the goods.

If multiple products from the same order are delivered separately, the withdrawal period begins when you receive the last product from that order.

To exercise your right of withdrawal, you must inform us of your decision before the 14-day withdrawal period expires.

You may contact us at:

Email: info@manukamed.si

Please include your name, order number and a clear statement that you wish to withdraw from the purchase.

You may use a statutory model withdrawal form where applicable, but its use is not mandatory.

2. Returning Products

After notifying us of your withdrawal, you must return the relevant products without undue delay and no later than 14 days from the date on which you informed us of your decision to withdraw.

Unless otherwise agreed, the customer bears the direct cost of returning the products.

We strongly recommend using a traceable shipping method and retaining proof of shipment until your return has been processed.

Please contact us at info@manukamed.si before returning your order so that we can provide the appropriate return instructions and return address.

3. Condition of Returned Products

During the withdrawal period, you may inspect a product only to the extent necessary to establish its nature, characteristics and functioning, in a manner comparable to how you could reasonably inspect it in a physical store.

You may be responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

Please return products with their original packaging, accessories and documentation whenever reasonably possible.

The absence of original packaging does not by itself remove statutory consumer rights, but damage, excessive handling or use may result in a reduction of the amount refunded where permitted by law.

4. Exceptions to the Right of Withdrawal

The statutory right of withdrawal does not apply in circumstances specified by applicable consumer protection legislation.

This may include, in particular:

• goods that are liable to deteriorate or expire rapidly;

• sealed goods that are not suitable for return due to health protection or hygiene reasons where the seal has been removed after delivery;

• goods made to the consumer's specifications or clearly personalised;

• other products or services for which applicable law expressly excludes the right of withdrawal.

Where a statutory exception applies, this will not affect your rights in relation to products that are defective, damaged, incorrectly supplied or otherwise non-conforming.

5. Food, Honey, Supplements and Wellness Products

MIROCOOL may sell food products, including Manuka honey, as well as nutritional supplements and other wellness products.

For reasons relating to product integrity, safety and hygiene, we ask customers not to open or tamper with product safety seals when they intend to return a product.

Whether a particular product is legally excluded from the statutory right of withdrawal depends on the nature of the product, its packaging and the circumstances specified by applicable law.

Nothing in this Policy is intended to restrict any mandatory consumer rights provided by Slovenian or European Union law.

6. Refunds

Where you validly exercise your statutory right of withdrawal, we will refund payments received from you in accordance with applicable law.

This includes the original standard delivery costs, where applicable.

If you selected a more expensive delivery method than the least expensive standard delivery option offered by us, we are not required to refund the additional cost of that more expensive delivery method.

Refunds will normally be made using the same payment method that you used for the original transaction, unless you expressly agree otherwise.

We will process the refund without undue delay and no later than 14 days after being informed of your decision to withdraw.

For sales of goods, we may withhold the refund until:

• we have received the returned goods; or

• you provide evidence that you have sent the goods back,

whichever occurs first.

7. Return Shipping Costs

Unless the product is defective, damaged, incorrectly supplied, or we expressly agree otherwise, the customer is responsible for the direct cost of returning products when exercising the statutory right of withdrawal.

If a product is defective, damaged, incorrectly supplied or otherwise non-conforming, return costs will be handled in accordance with applicable consumer protection law.

Please contact us before returning such a product so that we can provide appropriate instructions.

8. Damaged or Incorrect Orders

Please inspect your order after delivery.

If you receive:

• a damaged product;

• an incorrect product;

• an incomplete order; or

• a product that appears defective or otherwise non-conforming,

please contact us as soon as reasonably possible at info@manukamed.si.

Please provide:

• your order number;

• a description of the issue; and

• photographs of the product and packaging where this can reasonably help us assess the problem.

We will review the matter and provide an appropriate remedy in accordance with applicable consumer protection law.

Your statutory rights relating to non-conforming goods are separate from, and are not limited by, the 14-day right of withdrawal.

9. Exchanges

We do not guarantee direct product exchanges.

Where appropriate, the simplest procedure may be to return an eligible product in accordance with this Policy and place a new order for the desired product.

This does not affect your statutory rights.

10. Refund Processing Times

Once a refund has been issued by us, your bank, credit card provider, PayPal or other payment provider may require additional processing time before the funds appear in your account.

These processing times are controlled by the relevant payment provider and are outside our direct control.

11. Business Customers

The statutory 14-day consumer right of withdrawal generally applies to consumers and does not automatically apply to purchases made by businesses or other persons acting for purposes relating to their trade, business or professional activity.

Returns for business-to-business purchases may therefore be subject to separate contractual terms.

12. Contact

For returns, refunds or questions regarding this Policy, please contact:

MIROCOOL
Denis Ilis Sauperl s.p.
Limbuška graba 18
2341 Limbuš
Slovenia

VAT ID: SI47682965

Email: info@manukamed.si
Website: mirocool.com

This Return & Refund Policy does not limit or exclude any mandatory rights granted to consumers under applicable Slovenian or European Union consumer protection legislation.