Terms and Conditions LocoNatura

General Terms and Conditions of the Loco Natura web shop are drawn up in accordance with the Consumer Protection Act (Zakon o varstvu potrošnikov (ZVPot), Personal Data Protection Act (Zakon o varstvu osebnih podatkov (ZVOP-1) and Electronic Communications Act (Zakon o elektronskih komunikacijah (ZEKom-1).

The Loco Natura web shop (hereunder referred to also as »Store«) is managed by the Company DTM Natura d.o.o., Železna cesta 16, 1000 Ljubljana, Slovenia, ID number from business register: 8269424000, Tax ID number: SI74228951, which is also the e-commerce provider (hereunder also Seller or Store).

General Terms and Conditions determine the functioning of the web shop, the rights and obligations of the User and Store, and regulate the business relationship between the Store and the Buyer.

The Buyer is bound by the general Terms and Conditions valid at the time of the purchase (placing of the online Order). At the time of placing of the Order, the User is warned about the general Terms and Conditions and he is obliged to confirm his acquaintance therewith.

Prices and Offer Validity

All prices on the website are final according to the day of the Order. Upon completion of the purchase, you will receive a confirmation of the receipt of the Order via e-mail with all the details of your Order. The value of the Order and the cost of shipping can be seen from the price list on the Order page and in the e-mail that you receive after the Order confirmation. We reserve the right to have potential errors in the description, price and delivery date. Prices can be changed without prior notice.

Methods of payment

You can pay for products purchased at the Store’s website by COD (only in certain countries), by a credit card, Paypal, or by a pro-forma invoice. In the event of a COD payment, transfer the money to the postal staff or to the delivery service at the time of acceptance of the package.

All ordered products will be shipped the same or the next business day, and at the latest within 7 days after receiving the Order.


In the web shop, the sales Contract between the Store and the Buyer is concluded at the moment when the Store sends the first electronic message about the status of the Order (with a title: Confirmation of the Order receipt). From that moment on, all prices and other conditions are fixed and apply to both, the Store and the Buyer. The Buyer is the person with data as given at placing of the Order. Later modification of the Buyer’s data is not possible.

The sales Contract (i.e. the first electronic message about the status of the Order) is stored on the Store server in electronic version.

Information about the complaints procedure and information on the method of refund

The Store respects the existing Consumer Protection legislation and is struggling to fulfill its duty to provide an effective system of dealing with complaints.  In the event of a problem, the Buyer can contact the Seller by phone and call to a telephone number +386 7 600 3005, or by an e-mail to info@loconatura.com. The complaint shall be placed to the e-mail address info@loconatura.com. The procedure of dealing with a complaint is confidential. The Store is aware that the essential characteristic of Consumers disputes is a disproportion between the economic value of the claim and the time needed and the costs arising out of the settlement of the dispute, which is also the main obstacle for the Consumer not to initiate the dispute at a court. That is why the Store is working to the best of its ability to resolve any dispute by mutual consent.

The Consumer (this applies exclusively for natural persons who acquire goods for purposes outside their profitable business) has the right to communicate to the Company, within 14 days of the receipt of the goods, (e-mail: info@loconatura.com) his withdrawal from the Contract without having to state the reason for his decision. The deadline begins one day after the date of the takeover. The only cost charged to the Consumer in respect of the cancellation is the cost of returning goods (which, in the case of shipment, is charged according to the price list of the delivery service and depends on whether the shipment / package / cargo is involved). The goods must be returned to the Seller no later than within 30 days after the cancellation of the Contract (purchase) to the address DTM Natura d.o.o., Tržaška cesta 132, 1000 Ljubljana, Slovenia.

The Consumer does not have the right to withdraw from contracts for which the goods were manufactured according to the exact instructions of the Consumer, for which the goods have been adapted to his personal needs, or which by their nature are not suitable for repayment, that are quickly perishable or goods that have already expired.

The Consumer must not freely use the goods until the cancellation of the Contract. The Consumer is allowed to carry out inspection and testing of the goods to the extent necessary for the determination of the actual situation (in case of cosmetics this means the use of 1 cream/gel/product at the most, in case of patches this is the use of 14 patches, in case of tea this is the use of 70 tea bags within 14 days…). The testing of goods that deviates from the above is considered to be the use of the goods, which means that the Consumer loses the right to withdraw from the Contract. So, if the Consumer uses 2 creams / products or more or exceeds the quantity prescribed by the instructions, he cannot ask the Seller to refund the purchase price.

In the event of withdrawal from the Contract where a bonus, a discount code or a promotional code was used, these funds are considered as a discount and are not returned to the Buyer. Only the actually paid amount is returned to the bank account of the Buyer. A gift voucher shall be considered as a means of payment and in case of cancellation, it is returned to the Buyer in its original form (as a gift voucher) while the amount paid is returned to the bank account of the Buyer.

The refund of the payments made will be carried out as soon as possible and at the latest within 14 days from the receipt of the notice of withdrawal. The Company shall return the received payments to the Consumer by the same payment means as used by the Consumer, unless the Consumer explicitly requested the use of another means of payment and if the Consumer does not incur any additional costs.

The return of the received goods to the Company within the period for withdrawal from the Contract shall be taken as a notice of withdrawal.

In exceptional cases, when the products are not returned in accordance with the Consumer Protection Act (ZVPot), we can offer the Buyer a purchase of the product with an appropriate compensation, which is determined with a record made at the time of return. Redemption with a reduced value is taken into account with the Consumer’s confirmation made by e-mail. The Consumer shall use this ransom exclusively when ordering another product of the same or higher value.

The product withdrawal form is available here.

The right to repayment of the purchase, warranty, material defects and improperly provided services is more precisely regulated by the provisions of the Consumer Protection Act (unofficial consolidated text).

Customer’s withdrawal from the Contract for products from the set 

If a Consumer decides to withdraw from the Contract for one of the items that formed a set, he may request a refund of its purchase price. The Consumer can return one or more products from the set. In case of withdrawal from the Contract for a product from the set, the Consumer shall get a refund of the amount paid-in for the returned item on his bank account.

In the event of withdrawal from the Contract, the Store shall be entitled to deduct the acquired savings. If the savings of the new selected product are greater than the savings of the returned product, the difference is not returned, and the replacement takes place according to the cancellation policy for the products from the set.

Instructions for withdrawal from the Contract

When purchasing an online product, it is not possible to physically view the products before purchasing, so we allow (within legal frameworks) the possibility of withdrawing from the Contract. As we want you to do this as quickly as possible and without complications, we have prepared a short list of what to take care of when buying on-line:

– when accepting the package, carefully check if the package is damaged or even open, and in this case, immediately make a record of the damaged shipment at the Post Office, check with the postal agent the status of the content and decide whether to accept or reject the package,

– carefully open the packaging and store it in the unchanged condition until you are fully assured that the product is appropriate and that you will retain it,

– when handling with the product, damage and scratches may occur, so special care is required,

– inadvertent removal of protective foils and materials can result in damage to the product,

– visible traces of use (dust, hair, scratches, stains, dirt) are not suitable for withdrawal from the Contract because they are unhygienic.

The Buyer is responsible for reducing the value of the goods if the reduction in value is due to behavior that is not strictly necessary for the determination of the nature, characteristics and operation of the goods.

The option of withdrawal from the Contract is designed to allow you to open, review, test the product within 14 days, and if it does not suit you, or your expectations were different, to withdraw from the purchase. These recommendations do not apply if the product is damaged when it is purchased. In this case, it is about exercising a material defect.

In the event of a material defect (for example, the product was damaged already at the receipt and before being used), within two months of the day you detected the defect, but not exceeding two years from the date of purchase, you are entitled to claim the Seller one of the following requests that you choose by yourself:

– elimination of the defect, or

– replacement of goods, or

– repayment of the amount paid in proportion to the defect, or

– refund of the amount paid.

You must, of course, inform the Seller of the defect, by sending him a notice (which you provide on e-mail to info@loconatura.com), describe the defect, send the defect photo, and allow the Seller to inspect the product. You can also inform the Seller in person, with the Seller issuing a certificate to you thereof.

If the defect is not disputable, we will satisfy your request as soon as possible, but no later than within eight days. If the defect is disputable, however, we will respond in writing to your request within the same time limit. We recommend that you submit as many proofs as possible (written and visual) to the notification, showing that the product has been damaged before receiving and using it. In case of sales contracts, a Company may retain the received payments until the goods are returned or until the Consumer has provided evidence that the goods have been sent back, unless the Company offers the opportunity to pick up the goods to be returned by themselves.

The purchase contract (Order) is stored electronically on the provider’s server, and the copy is sent automatically to the e-mail address of the Buyer. On request, the Buyer can receive a copy of the contract (Order) in electronic form to his e-mail address. The purchase contract is concluded in the Slovenian language.

Purchase procedure

To make a purchase on the LocoNatura.com website, enter your information in the Order form and click on the Order button.

  • Product selection: In the Order form, select the appropriate product and the quantity you want to order. Before clicking on the Order button, you always have access to the information of the product you are ordering on the website.
  • Order confirmation: Once you place your Order, you will be redirected to the website with a message that your Order has been accepted. In addition, you will receive an Order confirmation to the e-mail address you entered, with full information about the type of product, quantity, final price and delivery date.
  • Order cancellation: The Order is deemed to be confirmed if the Buyer does not cancel it. On receipt of the Order confirmation, the Store reviews the stock status and the delivery options. If the item cannot be delivered within the written deadline, the Customer will be informed about it to the phone number or the e-mail address entered. The Buyer can cancel the Order by replying to the e-mail he received when ordering or calling the telephone number published on the website.
  • Goods dispatch: The Store prepares and dispatches the goods within the agreed time and by the agreed delivery method.
  • Notification of the received shipment: If the delivery service cannot deliver the consignment to the consignee, the consignee can take over the shipment in the nearest post office of Slovenia within 14 days. In this case, the delivery service will leave the recipient a notification of the delivery of the shipment in his mailbox or will forward it to the recipient via SMS notification. 

Procedure of verifying the Order details 

Before buying, the Buyer has the option to check the contents of the Order. At any time before ordering, you can check the following information in the Order form:

  • Name, surname and address of the Buyer
  • Telephone number and e-mail address of the Buyer
  • Type of ordered goods (product)
  • Quantity of ordered goods
  • Order price
  • Shipping costs

When the Buyer places an Order to the entered e -mail address, he receives a summary of the details of the Order, which also contains all of the above information and the estimated delivery time. During working hours of the company, the Buyer can check the status and details of his Order on the phone number or e-mail that is published on the website.

Modification of the Order

The Buyer can cancel or modify his Order by submitting a new Order on the website with new information, and sending the request for cancellation of the Order to the e-mail address info@loconatura.com. If the Order has not been sent yet, the Buyer can cancel or modify it also by phone.

Replacement products

Offers of the products are valid until the sell-off of stocks, so it may happen that the provider cannot provide the customer with exactly the same product as it was advertised in the media. When we will not be able to provide the ordered product, we reserve the right to send you a replacement product that, according to its function, quality and price, corresponds to the product you are ordering. Alternative products are subject to the same general Terms and Conditions. You will be notified of the replacement product before its dispatch via your phone and you will be able to agree to this or reject the shipment.

Possibility of out-of-court settlement of consumer disputes

In accordance with legal norms, we do not recognize any contractor for out-of-court settlement of consumer disputes as competent to deal with a consumer dispute that the consumer could launch in accordance with the Act of Out-of-Court Settlement of Consumer Disputes. DTM Natura doo, a provider of goods and services that enables online trade on the territory of Slovenia, publishes on its website an electronic link to the online dispute resolution platform for consumer disputes (SRPS). The platform is available to the consumers at this link.

Company information

Name: DTM Natura d.o.o., Železna cesta 16, 1000 Ljubljana, Slovenia, Tax ID Number: SI74228951, ID number from business register: 8269424000, Bank Account: SI56 6100 0002 0187 211 (DH d.d.). The company is liable for VAT, Date of entry of the entity in the court register: 06.09.2018, Srg subscription of the entity: 2018/33606, Share capital: 7,500.00 EUR

Last updated: December 24th, 2020