The General Terms and Conditions of UtaUta online store are based on the Consumer Protection Act (ZVPot-UPB2), Personal Data Protection Act (ZVOP-1), Electronic Commerce Market Act (ZEPT) and international trading rules and regulations.

The UtaUta online store (also referred to as “the store”) is managed by a business UtaUta d.o.o., Savinjsko nabrežje 4, 3000 Celje, Slovenia; registration number: 8164428000, VAT ID: SI 48336572 (the business is subject to VAT), which is also an e-business service provider (also referred to as “UtaUta” or “the provider”).

The General Terms and Conditions deal with the activity of the UtaUta online store, the rights and responsibilities of a user or a customer and regulate relations between the customer and the provider.

The customer is bound by the General Terms and Conditions that are valid at the moment of purchase – submission of an online order. The customer is introduced with the General Terms and Conditions before finishing an order. By submitting an order the customer agrees with them.

When registering in the UtaUta online store system, a visitor obtains a username that is identical to their email address and a password. By registering, subscribing to a newsletter or submitting an order a visitor becomes a customer. An order from the UtaUta online store can also be submitted without prior registration.

UtaUta d.o.o., Pet furniture

Savinjsko nabrežje 4, 3000 Celje, Slovenia

041 852 520

ID for VAT: SI 48336572

Registration number: 8164428000

Entry in the commercial register at: District Court Celje

SRG 2018/10045, registered on 14/03/2018

Business Bank Account: SI56 6100 0001 9009 146


(legislation summary)

The provider is committed to always providing the customer the following information:

  • the identity of the company (name and location of the company, register number),
  • contact information, which enables the customer fast and efficient communication (email address, phone number),
  • main characteristics of an item or service (including after-sales activities and guarantees),
  • availability of an item (every item or service, which is on the website should be available in a reasonable time),
  • terms of delivery of an item or providing a service (way, place and timeframe of delivery),
  • all prices must be clearly and unambiguously specified and must show whether they already include taxes and transport costs,
  • methods of payment and delivery,
  • time period of an offer,
  • timeframe within which withdrawal from the contract and conditions for withdrawal; also the possibility and costs of the return of an item,
  • explanation of the complaint process, including every information on a contact person or customer care service.

Due to the nature of the online business, the offer on the UtaUta online store website can be updated and changed frequently and quickly.

Prices are presented as online prices. An online price is a price applicable to an online purchase in case of an invoice-based 100% payment transfer to a specified bank account. Prices in the online store are designed by UtaUta d.o.o. and are valid for a purchase through the

A customer can choose between the following payment methods:

  • an advance payment to the provider’s transaction account,
  • a PayPal payment, which also enables credit card payments – is not available yet.

The provider issues an invoice on a durable medium to the customer with defined costs and instructions on how to withdraw from the purchase and return an item if necessary and possible. A sale/purchase contract (“an order”) is sent electronically to the customer’s email address.

When delivering an ordered item, the provider sends an invoice in a PDF format to the customer’s email address, or an invoice will be included in a package together with the ordered items.

An invoice contains price details and all costs associated with the purchase and a notice of the right of a withdrawal from the contract.

The customer is obliged to check for the correctness of information before placing an order. Any subsequent objections to an issued invoice will not be accepted.

All product prices are in EUR and include value added tax (VAT). All prices in the online store are prices of products and do not include any shipping costs.

A price is valid for all the online store users. A visitor becomes a user by registering at an online store as a member or by signing in once as a guest in the online store.

Prices are guaranteed for the day of the order and could be subject to daily changes without prior notice.

Prices are valid in case of a payment with the above stated payment methods under the above stated conditions.

Despite an effort to provide the most up-to-date and correct information, it is possible for a price to be incorrect. In this case, or if the price of an item changes during the processing of an order, the provider will allow the customer to cancel the purchase.

The sale/purchase contract between the provider and the customer is concluded when the provider confirms an order (the customer receives an email with information on the order status). From that moment on, all prices and other terms are fixed and apply to both the provider and the customer.

Discounts, promotional codes, etc. are not cumulative. Gift certificates and promotional codes cannot be exchanged for cash.

The provider ensures that an item will be delivered within an agreed timeframe.

The provider sends products in stock to a customer’s address within 10 working days (usually in 3 days) counted from the date of payment of an order. If a product is out of stock, the customer is informed of it. The ordered product is shipped by the provider within 30 working days. A delivery will not be made on Saturday, Sunday or a public holiday. UtaUta d.o.o. reserves the right to a longer delivery time, as we are bound by availability of manufacturers or craftsmen for item production.

Shipping costs are calculated according to the weight of a product: shipping costs for a light product is 1.90 EUR, and for a heavier one 5.90 EUR.

Product weight is shown on the product page. Products that can be shipped in one package are, if possible, shipped as one shipment.

The contractual delivery partner is Post of Slovenia, and in some cases GLS Slovenia. The provider reserves the right to choose another delivery service so the order can be delivered more efficiently.

Items in stock are shipped within 3 working days from payment date, otherwise delivery time is up to 30 business days, depending on the product. In case the delivery time is extended, the buyer is informed. In case an extended delivery time is not suitable for the customer, the product is replaced with an another or a purchase is refunded.

All products are handmade in Slovenia, Europe by proven and quality craftsmen therefore manufacturing time also depends on the current availability of each manufacturer and may in extreme cases exceed 30 days.

For any additional information please email us at


After placing an order, the customer receives an order confirmation email. The customer has access to the status and content of the order. After the provider receives the order, the customer is informed when the product will be dispatched.

In case of a large order and in case you are in a hurry, please contact us at


When an order is processed it gets an “in process” status. The provider inspects the order, checks the availability of an item and confirms or rejects the order.

When supplying an item that is not in stock in the provider’s warehouse, the provider depends exclusively on the manufacturers and their ability to supply an item. The customer is informed via email of all the updated information related to the supply of the item. If a delivery time is very long and the customer does not want to wait, the customer can inform the provider to remove an item from the order and return to the customer any already paid funds. In this case the customer decides that either the rest of the items are still to be delivered or the whole order is canceled.

The provider accepts no liability for any damage caused by a longer delivery period or due to non-delivery of items, which the provider does not have in stock in their own warehouse.


The provider prepares and dispatches items within an agreed time period and he informs the customer of it via email. After a package has been shipped, the order is given a status of “completed”. The customer receives an invoice for the purchased items, which is included in a shipment or sent by email. The provider also informs the customer about the return policy of the purchased items, what to do in case of a delivery delay and what to do in case of a complaint.

The purchase process for a legal entity is the same as for a natural person. If you would like an invoice for a company, please let us know at We allow a company, a sole proprietor and any other legal entity to return the purchased items under the warranty terms. Unlike natural persons, legal entities do not have the right to withdraw from the contract within 14 days of receiving an item without stating the reason for the withdrawal.

It is not possible for a legal entity to claim a defective product and a refund. The General Terms and Conditions of also apply to a purchase by a legal entity.

Company UtaUta d.o.o. guarantees safety of a product in its original form. An UtaUta product is a subject to a 6-month limited warranty counted from the date of the purchase and claimed by the first owner. This warranty applies only to a product in its original condition. The customer must report any obvious product defect via email or regular mail within 2 weeks after the delivery of the items. Photographs of the damaged items must be attached.

An item is under warranty, if stated so on the warranty certificate or invoice. A warranty is only valid if the customer follows instructions on a warranty certificate. When claiming a warranty, the customer must also attach an invoice of the purchased item. A warranty timeframe is indicated on a warranty certificate or on an invoice.

Warranty information is also provided on a product introduction website page. If there is no warranty information, then the item does not have a warranty, or information about it is unknown at the time. In the latter case, the customer may contact the provider to be provided with the up-to-date information.

A warranty covers a defect in material and production. It does not cover damage resulting from a normal or abnormal use, wear, misuse, hits or accidents. It neither covers damage caused by biting or any other form of a damage caused by an animal. A warranty does not cover damage of a product that occurred due to a pet discharge. If an original defect of an item is declared, the item can be repaired or replaced.

In case of a malfunction due to improper use, negligent handling, mechanical damage and malfunction in an event of greater force, a warranty does not apply. Neither can a warranty be applied if a product shows tampering by an other unauthorized person, a mismanagement or negligent conduct.

The warranty does not apply if an item is not maintained in accordance with the use and maintenance instructions.

In case a customer is not satisfied with the ordered item, they have the right, in accordance with the Consumer Protection Act, to notify us with cancellation form via email within 14 days of receiving an item, stating that the customer withdraws from the contract. According to the law, there is no need to state the reason for withdrawal from the contract. See also Online Dispute Resolution.

The customer does not have the right to withdraw from the contract when an item was custom-made for the customer and adapted to their personal needs and is therefore not eligible to be returned.

The customer must return an item no later than 14 days after the withdrawal from the contract. An item must be unused and undamaged, except if damage on an item was not caused by the customer. The return of an item is considered on time if a shipment is dispatched to a delivery service within the declared period.

The customer may not use the product limitlessly until terminating the contract. They may inspect and test the item to the extent necessary to determine its actual condition. Testing of an item which deviates from the latter is considered item usage which results in the customer losing the right to withdraw from the contract.

When returning an item, the customer needs to pay for the costs of the return shipping. A refund will be paid as soon as possible and no later than 14 days after receiving the notice of the customer’s withdrawal from the contract. A refund will be withheld if the customer fails to deliver the claimed item or fails to provide a receipt of a returned shipment within the withdrawal period.

In order to ensure that a refund is certain, accurate and on time and to maintain our record of payments, a refund to the customer is made exclusively by a transfer to a customer’s bank or PayPal account. A cash refund is not possible.

A return of a purchased item to the provider within the withdrawal period shall be considered as a notice of a withdrawal from the contract.

The right to a refund, warranty, material defect and improperly performed services are regulated by the Consumer Protection Act.

When returning an item to the provider UtaUta d.o.o. it is necessary to enclose a contract cancellation form, which you send to Please also attach a copy of an invoice and photos of the claimed item.

Our address is UtaUta d.o.o., Savinjsko nabrežje 4, 3000 Celje, Slovenia.

We recommend you choosing a delivery service that allows you to track the shipment and properly preparing an item for transport, as any damage during the delivery is not our responsibility and will be considered your liability.

Shipping costs are always covered by the sender, unless otherwise agreed in advance. A shipment with “Cash on delivery” is not accepted.

When do we talk about product defect?

When an item does not have features enabling its normal use, or featuers needed for the specific use which should be known to the provider, or features that were explicitly or tacitly agreed on, or when an item does not match the sample. The exception is for a model that is shown for notifications.

How is the suitability of an item checked?

It is comared with another flawless item of the same type, and with the manufacturer’s statements or descriptions of the item itself.

How is a defective product liability claimed?

A customer must at their own expense and within the law-determined timeframe, notify the provider of any defective product. A detailed description of a defect and the product’s photographs must be attached. The provider must be enabled to inspect the claimed item.

The customer may claim the customer’s rights regarding the defective product if the customer informs the provider of the defect within 2 weeks from the day the defect was discovered.

The customer can personally notify the provider of the defect, of which the provider must issue a note, or send it to the store where the item was purchased, or to the provider’s agent.

The right to claim a defective product is regulated by the Consumer Protection Act.

UtaUta d.o.o. follows the applicable consumer protection acts and strives to fulfill its duty to establish an effective customer complaints system and determine a person whom a customer can contact by telephone or email in case of a problem. A complaint is submitted via email The procedure for handling a complaint is confidential.

The provider will contact the customer within five business days and confirm the reception of the complaint. The customer will be informed of a timeline and progress of the complaint procedure.

UtaUta d.o.o. will contact their user through the means of distant communication unless the user explicitly objects to it.

Advertising emails will contain the following components:

  • a clear and unambiguous label of advertising messages,
  • a clearly marked sender,
  • different campaigns, promotions and other marketing techniques will be marked as such, and the terms of participation will be clearly defined,
  • a clear way to unsubscribe from receiving promotional messages,
  • the decision of the user not to receive advertising messages will be respected by the provider.

When you visit website, web cookies are downloaded to your computer or any other device to provide a better user experience on the website (e.g. what products are in your shopping cart) and make it easier for you to browse the website and order items in the online store. Cookies help to ensure the security and smooth operation of the website.

In most cases, cookies do not contain personal details, but may be used to determine user settings preferences and other information related to a customer’s past visits.

A user may restrict, disable or permanently delete cookies at any time by selecting appropriate browser options. If cookies are turned off, certain parts of the website and services will become inaccessible or will not function properly, however, visit to the website will continue to function smoothly.

The provider does his best to ensure that the information published on their website is up-to-date and correct. However, the features of an item, a delivery time or a price may change faster than they are corrected on the website itself. In this case, the provider will inform the customer of the changes and will allow them to cancel an order or change an ordered item.

Although the provider makes every effort to provide accurate photographs of the items, all photographs must be perceived as symbolic. The photographs do not guarantee the characteristics of an item.

The provider can withdraw from the contract with the customer in case an essential error is determined (Article 46 of the Code of Obligation). An essential error is defined as an essential characteristic of any defect of an item that is usually considered as decisive when buying an item. If the provider was aware of it, they would not confirm the contract or agree to it. This also includes an essential error in the price of a product.

The provider reserves the right to change General Terms and Conditions at any time or in any way regardless of the reason and without prior notice.

Company UtaUta d. o. o. is aware of the importance of its customers’ data privacy and is committed to permanent protection of personal details that the user provides when using UtaUta online store. All the personal details are treated fairly and protected carefully in accordance with the applicable regulations of the Republic of Slovenia, the European GDPR regulation and the principles of UtaUta d.o.o.

We keep personal details in computer format. Only authorized persons at UtaUta and its authorized subcontractors have access to the data in order to fulfill their contractual obligation. The data is stored and collected until cancelled by the customer.

The online store permanently saves the following information: name and surname, email address, contact telephone number, permanent address and delivery addresses, country of residence, time and date of registration and archive of communication with the online store.

In no case will the customer’s data be handed over to unauthorized persons. We guarantee that any personal details obtained through the website will remain fully owned by UtaUta d.o.o. (manager of the online store). All the provided personal details will be handled in accordance with the applicable Personal Data Protection Act.

The user (customer) is responsible for the protection of personal information by ensuring the security of the user’s email address, password and username, as well as the proper antivirus protection of user’s computers.

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