Refund policy

Last updated: 3 June 2026

Returns, changing your mind, and refunds

We want you to genuinely love what you ordered. If something isn't right, here is exactly how returns, your right to withdraw, and refunds work, with no fine-print games.

Your 14 days to change your mind

If you are a consumer in the EU, you can withdraw from your order within 14 days, without giving any reason. The 14 days start the day you (or someone you nominate, other than the courier) receive the goods. If your order turns up in several parts, they start the day the last item arrives.

Just let us know before the 14 days are up. You can use the form on our Right of Withdrawal page, fill in the model form at the bottom of this policy, or simply email support@oatentik.com. Sending your message before the deadline is enough.

We also give you 30 days

On top of your legal rights, we happily accept returns for up to 30 days from delivery. We just ask that items come back unused and in their original condition and packaging.

What happens when you withdraw

  • We refund everything you paid, including the standard delivery cost. If you chose a pricier delivery option, we cover the standard rate but not the extra.
  • You get your refund within 14 days of telling us, back to the same payment method you used. We never add a fee.
  • We may wait to refund until we have the goods back, or until you show us they are on their way, whichever comes first.
  • Please post the goods back within 14 days of letting us know.
  • You cover the cost of sending items back, unless they arrived faulty or we sent the wrong thing.
  • You are only responsible for any drop in value if you handled the goods more than you needed to just to check them.

One note about food

Because we sell food, the law lets us make a hygiene exception. Once a pouch has been opened it cannot be returned. Sealed, unopened pouches are absolutely fine to send back as described above. The right to withdraw also does not cover anything that could spoil quickly.

If something is faulty (your 2-year guarantee)

Quite separate from changing your mind, you are covered by a legal guarantee of at least two years under EU and Slovenian law (ZVPot-1). If anything arrives faulty, damaged, or not as described, email support@oatentik.com with a photo and a quick note, and we will sort out a repair, replacement, or refund as the law requires. This is not limited to a few days, so don't worry if you notice an issue later.

Starting a return

Email support@oatentik.com or use the Right of Withdrawal form. We don't do direct swaps, so if you would like something different, just return your order for a refund and place a new one.

If we can't see eye to eye

If you are ever unhappy with how we handled a complaint, you can ask for out-of-court resolution. As the Slovenian Out-of-Court Resolution of Consumer Disputes Act (ZIsRPS) asks us to say plainly: ADGY Collective d.o.o. does not currently recognise a specific dispute-resolution body for consumer disputes, but you are still free to approach a registered one, and EU shoppers can find guidance on the European Commission's consumer pages. (The old EU Online Dispute Resolution platform closed on 20 July 2025.)

Model withdrawal form

You only need this if you want to withdraw. Feel free to copy it.

To ADGY Collective d.o.o., Magistrova ulica 1, 1000 Ljubljana, Slovenia (support@oatentik.com):
I hereby give notice that I withdraw from my contract of sale for the following goods:
Ordered on / received on:
Name:
Address:
Date:

Reach us

ADGY Collective d.o.o., Magistrova ulica 1, 1000 Ljubljana, Slovenia. Email support@oatentik.com.