IRBIS d.o.o. | Revised version for review | Effective 15 October 2026
Before publication, complete the checks listed in the Completion Instructions document. This text is part of the set of six IRBIS documents.
Seller and contact
The seller is IRBIS, d.o.o., Ilirska Bistrica, Koseze 32C, 6250 Ilirska Bistrica, Slovenia. Company registration number: 5411637000. VAT identification number: SI17641217. The company is a VAT taxpayer and is registered with the court in Koper.
Contact: prodaja@irbis.si, +386 5 710 02 80. Online store: www.irbis.si/trgovina.
Collection and returns: IRBIS, d.o.o., PE TRNOVO, Vilharjeva cesta 40, 6250 Ilirska Bistrica, Monday to Friday between 8:00 and 14:00. This is not the company’s registered office address.
Validity of the terms
These terms apply to purchases in the online store and to orders placed by email or in response to quotations, provided the customer was informed of them before the contract was concluded. The terms in force at the time the contract is concluded apply to each purchase. Subsequent changes do not affect contracts already concluded.
A consumer is a natural person who purchases for purposes outside their trade, business, craft or profession. Special provisions for business customers are set out at the end of these terms. Mandatory consumer rights cannot be excluded by agreement.
Products and prices
We sell standard products from our catalogue. The product description states its characteristics, quantity, price, availability and any required warnings. For cleaning products, follow the label, instructions and safety warnings; we provide safety data sheets where required by regulations.
Prices for consumers are in euros and include the applicable VAT. The total amount, delivery cost and any cash-on-delivery surcharge are displayed before the order is submitted. The price applicable is the one in effect when the order is submitted. Adding an item to the basket does not in itself reserve the price or stock. When announcing a price reduction, we state the previous price in accordance with regulations, generally the lowest price in the previous 30 days.
If we discover an error before accepting an order, we will notify the customer and agree on how to proceed. We will not unilaterally amend a contract already concluded because of a subsequent price change.
Order and conclusion of the contract
Purchases can be made without registering or by creating a user account. Before submitting the order, the customer checks the products, quantities, address, payment method and total amount and can correct any details. By clicking the “Order with obligation to pay” button, the customer submits a binding order.
After submitting the order, the customer receives an automatic acknowledgement of receipt. We review the order manually. The contract is concluded when we send the customer confirmation that we have accepted the order. The automatic acknowledgement of receipt and successful card payment do not in themselves constitute acceptance of the order. If we do not accept the order, we will notify the customer and refund any payment without undue delay.
For orders placed in response to a quotation, the contract is concluded when the quotation is accepted on time in the manner specified in the quotation. The customer receives confirmation of the contract, the terms and the information and withdrawal form by email in a format that can be saved, no later than upon delivery. A copy of the order can be requested at prodaja@irbis.si.
The store is available in Slovenian and English; the contract is concluded in the language of the selected sales process. We provide mandatory information in the language required by the rules of the consumer’s country in accordance with those rules.
Payment and invoice
For delivery to Slovenia, payment is available by card via Stripe, bank transfer to our bank account using a pro forma invoice, and cash on delivery. For delivery to Croatia, payment by card via Stripe only is available.
For card payments, payment is processed immediately at the time of purchase. For payment against a pro forma invoice, you will receive the payment details and deadline; we dispatch the goods after receiving payment. For cash on delivery, you pay when you receive the parcel.
The cash-on-delivery surcharge is €2.14 including VAT (€1.75 excluding VAT). It is charged in all cases, including when delivery is free. The amount is displayed before the order is submitted.
We issue an invoice for each purchase. We provide an electronic invoice where appropriate consent or an agreement has been obtained; otherwise, we provide a paper invoice. You can report invoice errors using our contact details.
Delivery and collection
We deliver to Slovenia and Croatia via Pošta Slovenije or its partners. The delivery cost is calculated according to the weight and destination country and is displayed before the order is submitted.
Delivery within Slovenia is free for product orders worth €80 or more including VAT after discounts. Delivery costs and the cash-on-delivery surcharge do not count towards this threshold. This benefit does not apply to Croatia.
The usual delivery time for products in stock is 1–3 working days for Slovenia and 2–5 working days for Croatia. For card payments and pro forma invoices, the delivery period starts when payment is received; for cash on delivery, it starts when the order is confirmed. Any different delivery time for an individual product is stated before the contract is concluded. Unless otherwise agreed, we fulfil consumer orders without undue delay and no later than 30 days after the contract is concluded.
We will notify the customer of any delay. A consumer may set a reasonable additional period for delivery and withdraw from the contract if the goods are still not delivered within that period; in cases provided for by law, the consumer may withdraw without setting an additional period. If we split an order on our own initiative, we will not charge additional delivery costs without agreement.
Free collection is available at PE TRNOVO after we notify you that the order is ready. If the contract is concluded at a distance, collecting the goods in person does not affect the right to withdraw.
For consumers, the risk of loss of or damage to the goods generally passes when the goods are physically received. An exception applies if the consumer independently selects a carrier that we did not offer. Please notify us of visible damage as soon as possible. Photographs and a report can help us handle the matter, but are not a general requirement for exercising statutory consumer rights.
Withdrawal from the contract and returns
For a distance purchase, a consumer may withdraw without giving a reason by notifying us within 14 days of receiving the goods. For a single order delivered in separate shipments, the period runs from receipt of the last item or part. It is sufficient to send the notice before the period expires.
Send your withdrawal notice to prodaja@irbis.si or to the company’s registered office. You may use the withdrawal form, but this is not mandatory. You can also submit your withdrawal using the online withdrawal form. You can use the PDF form to send your notice by email or post. We will confirm receipt of a withdrawal submitted electronically by email.
Send or hand over the goods to IRBIS, d.o.o., PE TRNOVO, Vilharjeva cesta 40, 6250 Ilirska Bistrica without undue delay and no later than 14 days after notifying us of the withdrawal. The deadline is met if you send the goods before it expires. The consumer bears the direct cost of returning the goods if they were properly informed of this cost, unless we agree otherwise.
For hazardous cleaning products, contact us before sending them for instructions on safe and permitted transport. This is not a condition for submitting a timely withdrawal notice. If an individual product cannot normally be returned by post, the return cost or a reasonable maximum estimate of that cost is stated with the product before purchase.
We will refund payments received, including the cost of the least expensive standard delivery offered, without undue delay and no later than 14 days after being notified of the withdrawal. We will not refund any additional cost for a more expensive delivery option selected by the customer. We may withhold the refund until we have received the goods or evidence that they have been sent back, whichever comes first, unless we have offered to collect them ourselves. We will make the refund using the same payment method or, by express agreement, another method, at no cost to the consumer.
The consumer is liable for any diminished value resulting from handling that goes beyond what is necessary to establish the nature, characteristics and functioning of the goods. Opening ordinary packaging does not in itself exclude the right to withdraw. If the consumer was not properly informed of the right to withdraw, the statutory consequences regarding extension of the withdrawal period and liability for diminished value apply.
The right to withdraw without giving a reason does not apply to sealed goods that are unsuitable for return for health or hygiene reasons if the seal was broken after delivery, or to goods that, after delivery, become inseparably mixed with other items by their nature. We apply this exception only where the statutory conditions are met and the exception was presented before purchase. Cleaning products are not automatically exempt. These exceptions do not limit rights relating to non-conformity.
Non-conformity of goods and guarantee
The seller is liable for any lack of conformity that exists at the time of delivery and becomes apparent within two years. If it becomes apparent within one year, it is presumed to have existed at the time of delivery, unless proven otherwise or unless this presumption is incompatible with the nature of the goods or the lack of conformity.
Notify us within two months of discovering the lack of conformity, describe the problem and allow us to inspect the goods. You can provide proof of purchase with an invoice or other appropriate evidence. Submit your claim by email, post or in person.
You may first choose between free repair and replacement, unless the chosen option is impossible or disproportionately costly compared with the other option. We will bring the goods into conformity without significant inconvenience and within a reasonable time, no later than 30 days after being notified. Where statutory conditions are met, the period may be extended by the shortest time necessary, up to a maximum of 15 days; we will notify you of the reasons and duration before the original period expires.
You may request a proportionate reduction in the purchase price or withdraw from the contract if we fail to bring the goods into conformity as required by law, the lack of conformity remains after an attempt to remedy it, the lack of conformity is serious enough to justify an immediate claim, or it is clear that we will not remedy it in a timely manner or without significant inconvenience. If the lack of conformity becomes apparent less than 30 days after delivery, you may withdraw from the contract immediately. You cannot withdraw for a minor lack of conformity; we bear the burden of proving that it is minor.
If the existence of a lack of conformity is disputed, we will provide a written response within eight days of receiving the claim. We bear the necessary costs of a justified claim. In the event of withdrawal, we will refund the purchase price no later than eight days after receiving the goods or proof of their return; in the event of a price reduction, we will refund the relevant amount within eight days of receiving the claim. Other statutory rights, including the right to compensation for damages, also remain available.
If a product is covered by a guarantee, the guarantor, duration and procedure are stated in the guarantee documentation. The guarantee does not limit your rights against the seller relating to non-conformity.
Complaints and disputes
Send your complaint to prodaja@irbis.si or to the company’s registered office, or submit it in person. We will acknowledge receipt without delay and provide a reasoned response within 15 days at the latest, unless a shorter mandatory time limit applies. This does not extend the time limits for individual claims.
IRBIS does not recognise any provider of out-of-court consumer dispute resolution, except where participation is required by law. We will endeavour to resolve disputes amicably; if we reject a complaint, we will provide the information required by law.
Slovenian law applies. This choice does not deprive consumers of the mandatory protection afforded to them under the law of their country of habitual residence where the rules governing consumer contracts so provide. The competent courts are determined by applicable law; we do not establish exclusive jurisdiction based on our registered office for consumers.
Business customers
Orders placed in the course of business are governed by the agreed quotation, these terms and applicable regulations. The consumer’s 14-day right to withdraw without giving a reason does not apply. Voluntary returns are subject to a separate agreement.
Payment and delivery periods are stated in the quotation. Defects in goods and claims are assessed under the rules applicable to the relevant business contract. In commercial contracts, the customer must notify us of apparent defects immediately after an inspection that would normally be possible, and of hidden defects immediately after discovering them, subject to statutory exceptions. These provisions do not apply to consumers.
Privacy and validity
The processing of data is described in the Privacy Policy and Cookie Policy. Accepting these terms does not constitute consent to receive newsletters or to advertising tracking.
Effective date: 15 October 2026