Refund and Returns Policy

This Refund and Returns Policy applies to purchases made through the official H2O Team online store at
https://shop.h2oteam.com.
Please read it carefully before placing an order.

Shipping and delivery

For products in stock delivered within Slovenia, delivery time is usually from 1 to 3 business days
after we receive your payment.

International delivery is handled by courier partners such as Eurosender.
Indicative delivery times are:

within the European Union from 3 to 7 days
worldwide from 7 to 20 days

The products are delivered to the address given in your order and within the time frames stated above.
For products that are not in stock, the customer will be informed separately about the expected delivery time.
Saturday and Sunday are not counted as business days.

In case of delays caused by events outside our control such as force majeure,
we cannot accept responsibility for late delivery.

Statutory right of withdrawal for consumers

A consumer is a natural person who acquires or uses goods, services or digital content
for purposes outside their professional or gainful activity.

When buying through our online store, a consumer has the right to withdraw from a distance contract
without giving any reason.
You may notify us that you withdraw from the contract in whole or in part within fourteen days
from the day you or a third person indicated by you (who is not the carrier)
receives the goods.

To exercise the right of withdrawal, you must send a clear statement by email to
info@h2oteam.com
within the withdrawal period.

Return of goods after withdrawal

If you withdraw from the contract after the goods have already been delivered,
you must return the goods to us without undue delay and no later than fourteen days
from the date you informed us of your decision to withdraw.
You send the products to:

H2O Team
Koroška cesta 33
2000 Maribor
Slovenia

It is considered that you have returned the goods on time if you send them
before the expiry of the fourteen day period.

You bear the direct cost of returning the goods.
This cost is charged by the delivery service you choose and is entirely your responsibility.

Condition of returned goods

You may inspect and test the products to the extent necessary to establish their nature,
characteristics and functioning as you would normally do in a physical store.
You are responsible for any diminished value of the goods if the loss in value
results from handling that is not necessary to determine their nature, characteristics or functioning.

Returned products must be:

undamaged
in original packaging where possible
in unchanged quantity, unless the reduction has occurred through no fault of the customer

If the product is damaged, dirty, shows clear signs of use or is returned without essential parts
or accessories, we may reduce the refund amount accordingly.

Refund of payments

Once we receive the returned goods or proof that you have sent them back,
we will refund all payments we have received from you in relation to the specific order
as soon as reasonably possible and no later than fourteen days.

If the entire order is returned, we will also refund the initial delivery costs
up to the value of the least expensive standard delivery option offered at the time of purchase.

The refund will be made using the same payment method that you used
for the original transaction, unless we expressly agree otherwise.
You do not incur any fees as a result of such refund.

Parcels sent to us with cash on delivery that were not agreed in advance will be refused.

Returned goods must include a copy of the invoice
and your personal details together with the IBAN of your bank account
if this is needed for the refund.

Discount codes, promotions and free gifts

If you used a discount code or promotional code when placing the order,
we refund only the amount you actually paid.
The value of the code or promotion is not refunded.

If you received a free product as part of a promotion or bundle,
this product must also be returned when you withdraw from the contract.
If you do not return the free product, we may deduct its value from the refund.

If you paid with a gift voucher, the refunded amount is credited back as a gift voucher.

Non conformity of goods

Your rights in case of non conformity of goods are separate from the right of withdrawal.
Goods are considered non conform when they do not match the description, type, quantity, quality
or performance that was agreed at the time of purchase or that a consumer can reasonably expect.

In case of non conformity you have the rights defined by the applicable Consumer Protection Act,
which may include repair, replacement, price reduction or refund.

If non conformity appears within thirty days from the date of delivery,
you may withdraw from the contract and request a full refund.

A complaint is not justified if it is established that the product has been damaged
due to incorrect, careless or improper use,
if protective films or original packaging have been removed
without need for testing, or if there are clear signs of wear and tear
that go beyond normal testing to determine the nature and characteristics of the product.

To submit a complaint about non conformity,
contact us by email at info@h2oteam.com
with a detailed description, photographs if possible
and the order or invoice number.
You must allow us to inspect the product.

Returns and refunds for courses

The rules in this section apply to fees paid for freediving and spearfishing courses or workshops
offered by H2O Team.

Cancellation by the organiser

H2O Team may cancel a scheduled course or workshop if the minimum number of participants is not reached
or due to other justified reasons such as weather conditions, safety reasons or instructor illness.
Cancellation is communicated by email at least five days before the planned start whenever possible.

In case of such cancellation all payments you have made for that course or workshop
will be refunded, or you can choose an alternative course date.
Any further financial claims due to cancellation are excluded.

Cancellation by the participant

You may cancel your participation at any time by sending a written notice by email to
info@h2oteam.com.
Substitute participants are not allowed unless expressly agreed with H2O Team.

The organiser has the right to charge a flat cancellation fee as follows:

fifty percent of the course or workshop price if cancellation is received up to seven days before the start
one hundred percent of the course or workshop price if cancellation is received less than seven days before the start

In case of late arrival, absence from individual sessions or early departure from the course,
the participant is not entitled to a refund.

How to start a return or refund request

To start any return, withdrawal or refund process, please contact us at
info@h2oteam.com
and include:

your full name and contact details
order number or invoice number
description of the product or course
reason for return, withdrawal or complaint
photographs of the product if you are reporting damage or non conformity

Our team will guide you through the next steps and provide detailed instructions.