General Terms and Conditions – Consumers (B2C)

1. Provider

BELLU d.o.o.
Ljubljanska cesta 39, 1292 Ig, Slovenia
Company Registration Number: 9351477000
VAT Identification Number: SI29750636
Email: info@bellu.eu
Service: servis@bellu.eu
Website: bellu.eu

Hereinafter referred to as “BELLU”, “provider”, “seller”, or “company”.

2. Scope of Application and Definition of Consumer

These terms apply to any natural person who acquires or uses goods, services, or digital content for purposes outside their professional or commercial activities (“consumer”). They govern online purchases at bellu.eu and, where indicated, the sale of goods, equipment, services, BELLU Academy training courses, and digital content.

Additional specific terms may apply to individual services, promotions, loyalty programs, cashback, Bellu Beauty, BELLU Academy, servicing, or certain products. Such specific terms take precedence only in matters they expressly regulate and may not reduce the consumer's mandatory statutory rights.

3. Applicable Legislation

BELLU operates in accordance with the applicable laws of the Republic of Slovenia and the European Union, particularly legislation governing consumer protection, contractual obligations, electronic commerce, personal data protection, electronic communications, price indication, and product safety and conformity. If any provision of these terms conflicts with a mandatory legal provision, the mandatory legal provision shall prevail.

4. Product and Offer Information

BELLU endeavours to provide accurate and up-to-date descriptions, photographs, ingredients, technical specifications, dimensions, quantities, instructions, prices, and availability information. Minor variations in colour representation, packaging, graphic design, or product batches that do not affect the agreed or normally expected essential characteristics shall not, in themselves, constitute a lack of conformity.

If a manufacturer changes the packaging or a non-essential characteristic of a product, BELLU may supply the current version, provided it is equivalent in substance and function to the ordered product. BELLU shall not replace an ordered product with a substantially different product without the consumer's consent.

5. Professional and Regulated Products

Part of the product range is intended for professional use. Where legislation, the manufacturer, or safety requirements restrict the sale or use of a product to appropriately qualified persons or specific users, BELLU may request proof of professional status or qualifications before accepting an order and may reject the order if the sale would not be permitted or safe.

Labels such as “professional”, “professional use only”, and comparable designations indicate that the user must comply with the instructions, warnings, required qualifications, storage requirements, and safe-use procedures.

6. User Account

Purchases may be made as a guest or through a registered user account. The consumer is responsible for the accuracy of the information provided and for taking reasonable measures to protect their login credentials. In the event of proven misuse, attempted fraud, unauthorised access, or unlawful conduct, BELLU may restrict the account without affecting any statutory rights already acquired by the customer.

7. Orders and Contract Formation

The customer selects the products or services, reviews the shopping cart, enters the required information, and chooses an available delivery and payment method. Before submitting an order, the customer must be given the opportunity to review and correct the information entered.

The submission of an order involving an obligation to pay must be clearly indicated. An automated order receipt notification generally constitutes only an acknowledgement of receipt. The contract is concluded when BELLU accepts the order or begins fulfilling it, unless the specific purchasing process clearly provides otherwise.

BELLU may reject an order before acceptance, particularly due to product unavailability, an obvious technical or pricing error, suspected misuse or fraud, incomplete information, restrictions on the sale of a product, or the inability to deliver. If payment has already been received and the contract cannot be validly fulfilled, the payment received shall be refunded without undue delay.

8. Prices, Discounts, and Promotions

Consumer prices are displayed in the currency indicated in the online store and include VAT where applicable. Delivery charges and any other additional costs are displayed before the order is submitted.

The price applicable at the time of placing the order shall apply, except in cases of an obvious and reasonably identifiable error. BELLU may change prices for future orders at any time. When announcing price reductions, the previous price is displayed in accordance with applicable legislation.

Promotional codes, gifts, cashback, and other benefits are subject to the conditions of the relevant promotion. Unless expressly stated otherwise, benefits cannot be combined. BELLU may prevent obvious promotional abuse or the technically unauthorised use of a code.

9. Payment and Invoicing

Available payment methods are displayed during checkout and may include bank transfer, payment cards, PayPal, Leanpay, cash on delivery, or other supported methods. Where an external payment service provider is used, its terms also apply; however, these do not reduce the customer's statutory rights against BELLU as the seller.

BELLU issues invoices in accordance with tax regulations. Invoices may be issued and delivered electronically.

10. Availability and Delivery

Stock information may change due to simultaneous orders, inventory errors, or supplier delays. If an ordered product cannot be supplied, BELLU shall inform the customer as soon as possible and offer an appropriate solution or a refund.

The delivery method, cost, and estimated delivery time are displayed during checkout. Unless otherwise agreed, BELLU shall fulfil its obligations without undue delay and within the statutory period. Partial delivery is permitted if it does not result in additional costs for the customer or if the customer agrees to it.

11. Transfer of Risk and Failure to Accept Delivery

The risk of accidental loss or damage to the goods generally passes to the consumer when the consumer or a third party designated by the consumer, other than the carrier, takes physical possession of the goods, unless otherwise provided by law.

If the consumer fails to accept a shipment without a justified reason, BELLU may claim reimbursement of actual and reasonable costs where the statutory conditions are met. Failure to accept a shipment does not necessarily constitute a valid withdrawal from the contract; withdrawal should be communicated through an unequivocal statement.

12. Right of Withdrawal from a Distance Contract

In cases provided for by the Slovenian Consumer Protection Act (ZVPot-1), the consumer may withdraw from a distance contract within 14 days without giving any reason. For the sale of goods, the withdrawal period begins on the day when the consumer or a third party designated by the consumer, other than the carrier, takes physical possession of the goods. For contracts concerning services or digital content not supplied on a tangible medium, the period begins on the day the contract is concluded.

Withdrawal must be communicated through an unequivocal statement sent before the deadline to info@bellu.eu or to BELLU d.o.o., Ljubljanska cesta 39, 1292 Ig, Slovenia. To ensure accurate and efficient processing, the consumer should provide their personal details, order or invoice number, and identification of the goods concerned. The burden of proof regarding the timely exercise of the right of withdrawal rests with the consumer.

13. Return of Goods Following Withdrawal

The consumer must return the goods to BELLU without undue delay and no later than 14 days after communicating their decision to withdraw. Goods must be returned to the address specified by BELLU in the return instructions or, if no such address is provided, to the company's registered office. The deadline is met if the goods are dispatched before its expiry.

All direct costs of returning goods to the seller shall be borne exclusively by the consumer. BELLU does not reimburse return shipping costs unless expressly agreed otherwise in writing or required by law. BELLU does not accept cash-on-delivery return shipments.

The consumer must adequately protect and package the goods being returned. The consumer is responsible for damage or diminished value resulting from inadequate packaging or handling during the return process for which they are responsible. BELLU recommends using a tracked shipping service and retaining proof of dispatch.

14. Inspection of Goods and Diminished Value

The consumer may inspect the goods only to the extent necessary to establish their nature, characteristics, and functioning. Any use or handling beyond what is necessary for such inspection may give rise to the consumer's liability for diminished value.

Upon receipt, BELLU shall inspect the condition, completeness, and signs of use of the returned goods. When assessing diminished value, BELLU may consider, in particular, use, activation or installation of the product, damage, dirt, contamination, missing components, accessories, protective elements, documentation or gifts, and damaged or missing packaging where this actually reduces the value of the goods. The amount of diminished value shall be determined based on the specific condition of the goods and a demonstrable reduction in their market value. Where the goods have no remaining market value due to the consumer's handling, the reduction may amount to the full value of the goods.

15. Refund of Payments

BELLU shall refund payments that it is required to reimburse following a valid withdrawal without undue delay and no later than 14 days after receiving the notice of withdrawal. In the case of goods, BELLU may withhold the refund until it has received the returned goods or evidence that the goods have been sent back, whichever occurs first.

The refund includes the cost of the least expensive standard delivery method for delivery of the goods to the consumer. Additional costs resulting from a more expensive delivery option shall not be reimbursed. If diminished value as described in Section 14 is established for the returned goods, BELLU may assert an appropriate claim against the consumer and, where the statutory conditions are met, offset that claim against its obligation to issue a refund.

The refund shall be made using the same payment method used by the consumer, unless otherwise expressly and validly agreed.

16. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply in cases specified by law. For BELLU's product and service range, the following categories are particularly relevant:

Goods made according to the consumer's precise instructions or clearly customised to their personal needs.
Goods liable to deteriorate rapidly or having a short shelf life.
Sealed goods that are not suitable for return for health protection or hygiene reasons if the consumer has unsealed them after delivery. This may include cosmetic, hygiene, and other products where the statutory conditions are met, taking into account their nature and method of sealing.
Services that have been fully performed, where the statutory conditions concerning prior express consent or request and acknowledgement of the loss of the right of withdrawal have been met.
Digital content not supplied on a tangible medium, where its supply has begun with the consumer's prior express consent and acknowledgement that they are aware of losing the right of withdrawal, and the other statutory conditions have been met.
Other cases specified by law.

17. Voluntary Exchanges

If BELLU offers voluntary exchanges of goods free from defects in addition to statutory rights, the exchange conditions shall be specified in the relevant offer. A voluntary exchange is an additional benefit and does not restrict the statutory right of withdrawal or rights relating to a lack of conformity.

18. Conformity of Goods

BELLU is liable for a lack of conformity of goods in accordance with ZVPot-1. As a general rule, the seller is liable for a lack of conformity that existed at the time of delivery and becomes apparent within two years of delivery, unless otherwise provided by law.

The consumer must describe the alleged lack of conformity in detail and allow BELLU to inspect the goods. The notification should include the order or invoice number, product name, description of the circumstances and defect, and available evidence, including photographs or videos where possible given the nature of the issue. Submission of a claim does not in itself constitute acknowledgement that the claim is justified.

19. Legal Remedies for Lack of Conformity

The consumer may exercise legal remedies for a lack of conformity in the order, under the conditions, and within the time limits prescribed by ZVPot-1. BELLU may refuse the selected remedy where permitted by law, particularly if it is impossible or would entail disproportionate costs compared with another remedy. BELLU shall bear the costs of a justified claim to the extent required by law.

20. Warranty

A warranty and statutory liability for conformity are separate legal grounds. Where a product is covered by a mandatory or voluntary warranty, the warranty terms of the guarantor and applicable legislation shall apply. A warranty does not reduce the consumer's statutory rights against the seller.

21. Complaints and Servicing

Consumers may submit claims relating to a lack of conformity, warranty, or servicing to servis@bellu.eu or info@bellu.eu.

Goods submitted for inspection or servicing must be adequately packaged and accompanied by information enabling identification of the customer, order, and reported issue. BELLU may request additional information, evidence, or the goods themselves where necessary to assess the claim. Acceptance of goods for inspection or servicing does not constitute acknowledgement of a lack of conformity, a valid warranty claim, or any other liability on the part of BELLU.

For paid servicing unrelated to BELLU's statutory liability or a valid warranty, diagnostics, transport, labour, materials, and other costs may be charged in accordance with a previously published price list or an approved quotation. Where a claim relating to a lack of conformity is justified, costs shall be handled in accordance with the law.

22. Services, BELLU Academy, and Digital Content

Specific terms and conditions apply to BELLU Academy and digital content.

23. Cashback, Membership, and Loyalty Programs

Separate terms may apply to cashback, store credit, points, memberships, codes, and other programs. These terms do not affect mandatory consumer rights already acquired.

24. Safe Use

The customer must comply with the manufacturer's instructions, warnings, product declarations, storage conditions, expiry dates, intended use of the product, and professional qualification requirements. BELLU shall not be liable for damage resulting exclusively from the user's failure to comply with clear instructions or from unauthorised modifications, if and to the extent such a limitation is permitted by law. Any liability that cannot be excluded by law remains unaffected.

25. Intellectual Property

Texts, photographs, videos, graphics, logos, educational materials, presentations, and other content may be protected by copyright, trademark rights, or other intellectual property rights. Commercial reproduction, distribution, modification, or public publication of such content without permission is prohibited except to the extent permitted by law.

26. Website Operation

BELLU does not guarantee completely uninterrupted website operation and may temporarily restrict access for maintenance, security reasons, or circumstances beyond its reasonable control. This does not affect its responsibility for the proper fulfilment of contracts already concluded.

27. Personal Data and Cookies

Personal data is processed in accordance with BELLU's Privacy Policy. Non-essential cookies and comparable tracking technologies are used only where an appropriate legal basis exists and, where required by law, after obtaining the user's prior consent.

28. Force Majeure

BELLU shall not be liable for delays or failure to perform resulting from circumstances beyond its reasonable control that could not have been prevented or remedied despite the exercise of due care. BELLU shall take reasonable measures to minimise the consequences. Force majeure does not exclude rights that cannot be restricted under mandatory legal provisions.

29. Complaints and Alternative Dispute Resolution

Complaints may be submitted to info@bellu.eu. BELLU endeavours to resolve disputes amicably.

BELLU does not recognise any alternative consumer dispute resolution body as competent to resolve consumer disputes, except where participation is mandatory by law. If a complaint is rejected, BELLU shall provide the consumer with the information required by applicable legislation.

The European Online Dispute Resolution (ODR) platform has been discontinued and is therefore not listed as an available dispute resolution method.

30. Governing Law and Jurisdiction

The contractual relationship shall be governed by the law of the Republic of Slovenia. The choice of Slovenian law does not deprive the consumer of protection afforded by mandatory provisions of the law that would apply in the absence of such a choice. Disputes shall be subject to the jurisdiction of the competent court in accordance with applicable mandatory rules. These terms do not impose any unlawful exclusive territorial jurisdiction on the consumer.

31. Amendments and Severability

BELLU may amend these terms for future orders due to changes in legislation, product or service offerings, technology, or business processes. Contracts already concluded shall generally remain subject to the terms applicable at the time of conclusion, unless otherwise required by law or validly agreed.

The invalidity of any individual provision shall not affect the remaining provisions, provided they can remain in force.

32. Contact