Refund policy

Return Policy and Right of Withdrawal

Last updated: 23 April 2026

This Return Policy applies to purchases made through mixyofficial.com and is offered by:

MIXY, razvoj in storitve, d.o.o.
Kidričeva ulica 11
3310 Žalec
Slovenia

VAT Number: SI82662436
Registration Number: 7447655000
IBAN: SI56 6100 0003 1185 265 (DH d.d.)
E-mail: info@mixyofficial.com

1. Scope

This policy applies to consumers purchasing products from mixyofficial.com for personal use. It does not limit any mandatory rights consumers may have under applicable consumer protection laws, including rights relating to faulty, damaged, or non-conforming goods.

2. Voluntary 30-Day Return Policy

In addition to your statutory right of withdrawal described below, we offer a voluntary 30-day return policy for eligible products purchased on mixyofficial.com.

You may request a return within 30 days from the date you receive your order.

To be eligible for a return under this voluntary policy, the item must:

  • be returned within 30 days of delivery,
  • be unused or handled only to the extent necessary to establish its nature, characteristics, and functioning,
  • be in its original condition,
  • include all original tags, accessories, manuals, and packaging where reasonably possible,
  • not fall within one of the excluded categories listed below.

This 30-day return policy is a voluntary commercial benefit offered by us and does not affect your mandatory legal rights.

3. Statutory Right of Withdrawal

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

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

To exercise the right of withdrawal, you must inform us of your decision by a clear statement before the withdrawal period expires. You may do this by e-mail at info@mixyofficial.com or by post to the address listed above. You may use the model withdrawal form at the end of this policy, but this is not mandatory.

4. Return Shipping Costs

The customer is responsible for the direct cost of returning the goods, unless the item is faulty, damaged, incorrect, or we expressly agree otherwise.

If you exercise your statutory right of withdrawal, we will reimburse all payments received from you for the returned goods, including the original standard delivery costs where required by law. We will not reimburse:

  • the cost of returning the goods to us, where you must bear that cost, or
  • any extra amount resulting from your choice of a delivery method other than the least expensive standard delivery method offered by us.

5. Condition of Returned Goods

You are liable only for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods. Where permitted by law, we may reduce the refund accordingly.

Returned items should be packed securely. We are not responsible for items damaged in transit during return shipping where the customer arranged the return shipment.

6. Exclusions and Non-Returnable Items

To the extent permitted by applicable law, the statutory right of withdrawal and/or our voluntary 30-day return policy does not apply to:

  • goods made to the consumer’s specifications or clearly personalised,
  • sealed goods that are not suitable for return for health protection or hygiene reasons, if they become unsealed after delivery,
  • sealed audio, video, or computer software products unsealed after delivery,
  • goods which, after delivery, are inseparably mixed with other items,
  • digital content not supplied on a tangible medium, once performance has begun with the consumer’s prior express consent and acknowledgement that the right of withdrawal is lost,
  • services that have been fully performed, where performance began with the consumer’s prior express consent and acknowledgement of loss of the withdrawal right, where legally applicable.

For clarity, our voluntary 30-day return policy also does not apply to any item that is damaged due to misuse, excessive handling, improper care, accident, alteration, or normal wear and tear.

7. How to Start a Return

To request a return, please contact us at info@mixyofficial.com and include:

  • your full name,
  • your order number,
  • the item or items you wish to return,
  • the date of delivery,
  • whether you are exercising your statutory right of withdrawal or our voluntary 30-day return policy.

We may provide return instructions and the correct return address after receiving your request.

8. Return Address

Please do not send returns to the manufacturer unless we instruct you to do so.

Returns should be sent to:

MIXY, razvoj in storitve, d.o.o.
Kidričeva ulica 11
3310 Žalec
Slovenia

9. Refunds

Once we receive the returned goods, or you provide evidence that you have sent them back, we will process your refund without undue delay and, in any event, within 14 days, where required by law.

Refunds will be made using the same payment method used for the original transaction, unless expressly agreed otherwise.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them back, whichever is earlier.

If a return is made under our voluntary 30-day return policy rather than the statutory withdrawal right, we reserve the right, where legally permitted, to refuse the return or reduce the refund if the item does not meet the conditions stated in this policy.

10. Faulty, Damaged, or Incorrect Items

This policy does not affect your legal rights if the goods are faulty, damaged, defective, or not as described.

If you receive an incorrect, damaged, or defective item, please contact us as soon as possible at info@mixyofficial.com and include your order number and, where possible, photos of the issue.

11. Exchanges

We do not guarantee direct exchanges. If you would like a different size, colour, or product, we may ask you to return the original item and place a new order, unless we decide otherwise in a specific case.

12. Model Withdrawal Form

Complete and return this form only if you wish to withdraw from the contract within the legal withdrawal period.

To:
MIXY, razvoj in storitve, d.o.o.
Kidričeva ulica 11
3310 Žalec
Slovenia
E-mail: info@mixyofficial.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 notified on paper):
  • Date:

(*) Delete as appropriate.