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Privacy Policy

(for online orders)

1. General Provisions

This Refund Policy governs the terms and conditions under which customers are entitled to a refund for products ordered online.

2. Refunds for Non-Delivered Products

For all products with a value of up to MKD 30,000 that are not delivered to the customer, a full refund of the paid funds will be issued.
The refund is processed after confirming that the shipment has not been delivered and that the customer has not received the product.

3. Order Cancellation Within 48 Hours

The customer has the right to cancel their order within 48 hours from the moment of order confirmation, without additional costs.
For the cancellation to be valid, the customer must:

  • Send an email notification clearly stating that they are cancelling the order.
  • Provide the order number and their identification details.

Upon receipt and confirmation of the request, a full refund will be issued.

4. Method and Timeline for Refunds

Refunds are processed using the same payment method used by the customer, unless otherwise agreed. The deadline for the refund is up to ___ working days from the date the request is approved.

5. Contact

For all questions related to refunds, customers can contact: 📧 slushalna@gmail.com 📞 +389 70 363694 (for products purchased, delivered, and/or picked up from SLUSHALNA) Refund requests based on manufacturing or technical defects are reviewed in consultation with the manufacturer and are processed exclusively in writing, with the mandatory inclusion of the order ID number.

Refund Policy – Products with Manufacturing or Technical Defects

1. Grounds for Refund

Refunds for purchased products that exhibit a manufacturing or technical defect are considered following prior consultation and an official opinion from the manufacturer. Each request is evaluated individually, based on the submitted documentation and the established condition.

2. Communication Method

The entire procedure is conducted exclusively in writing, via email, to ensure clear records, transparency, and legal certainty of the process.
Upon completing a purchase, every customer receives their own order ID number, which serves for identification and tracking of the procedure.

3. Submitting a Request

When submitting a claim, the customer is obliged to:

  • provide their order ID number,
  • provide a detailed description of the problem,
  • attach photographs or other relevant documentation.

Upon receipt of the request, the company will send a confirmation of receipt and information regarding the next steps.

4. Decision and Further Procedure

After receiving an official opinion from the manufacturer and reaching a decision, the customer will be promptly notified via email of the outcome—refund or product replacement—as well as the timelines and method of implementation. Communication is considered valid and official from the moment the electronic message is sent to the registered email address.