Terms of Service

General terms and conditions

The online store www.skayanatropicals.si (hereinafter "the store") is operated by the company Jana Cindro sp, (hereinafter the "provider"), Postojnska ulica 20, 1000 Ljubljana, MŠ: 8856320000, DŠ: 60191139, which is also a provider of e -business (hereinafter also the seller or www.skayanatropicals.com). The General Terms and Conditions define the operation, user rights and business relationship between the provider and the customer.

The general terms and conditions of the online store www.skayanatropicals.com (hereinafter the provider) are compiled in accordance with the Consumer Protection Act (ZVPot), based on the recommendations of the Chamber of Commerce and Industry and international codes for e-commerce.

Availability of information (summary of legislation)

The provider undertakes to always provide the buyer with the following information:

1. Identity of the company (name and registered office of the company, register number),

2. Contact information that enables the user to communicate quickly and efficiently (e-mail, telephone),

3. Essential characteristics of the goods or services (including sales services and guarantees),

4. Availability of products (any product or service offered on the website should be available within a reasonable time)

5. Terms of delivery of the product or execution of the service (method, place and time of delivery),

6. All prices must be clearly and unambiguously set and it must be clearly indicated whether they already include tax and transport costs,

7. Method of payment and delivery,

8. Time validity of the offer,

9. The period within which it is still possible to withdraw from the contract and the conditions for withdrawal; in addition, if and how much it costs the customer to return the product,

10. Clarification of the complaint procedure, including all details of the contact person or customer service.

Purchase process

Shopping cart

The shopping cart stores selected products and shows you their name, price, quantity and any other additional costs. You can view the contents of the cart at any time and add or remove selected products from it. You can remove products from the cart at any time by pressing the “x” button next to the product.

Purchase process

If you are sure you want to buy the products you have in your cart, then click the “checkout” or “continue checkout” button. The system will redirect you to a form where you enter the required information. After entering your data and delivery address information, you choose the method of payment. Read the terms of business and if you agree with them, click on the blank box in front of the inscription "I have read and agree to the terms of business of the website".

Completion of purchase

If everything is OK, confirm the order by clicking on the "Buy Now" button. If you have entered your correct e-mail address and telephone number in the data, you will receive an electronic confirmation of receipt of the order after the purchase procedure.

Methods of payment

The provider allows the following methods of payment:

  • according to the estimate; the shipment is sent after receiving the payment of the pro forma invoice
  • payment by debit or credit card Visa / Mastercard / Maestro / American Express
  • payment upon collection by cash or card for personal collection at the company's headquarters


Prices are valid at the time of placing the order and do not have a predetermined validity.

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

Despite tremendous efforts to provide the most up-to-date and accurate information, price information may be inaccurate. In this case, or in the event that the price of the item changes during the processing of the order, the provider will allow the buyer to withdraw from the purchase, and at the same time the provider will offer the buyer a solution that will go to mutual satisfaction.

The purchase contract between the bidder and the buyer is concluded at the moment when the bidder confirms the order (the buyer receives an electronic message about the status of the order confirmed). From this moment on, all prices and other conditions are fixed and apply to both the provider and the buyer.


Pogoji pošiljanja

Issuance of invoice

The bidder attaches the invoice to the purchased items in the packaging with which the items are delivered. The invoice includes a breakdown of the price and all costs related to the purchase, as well as information about the buyer and seller. The buyer is obliged to check the correctness of the data before placing the order. Subsequent objections regarding the correctness of the issued invoices are not taken into account. The invoice is in electronic form at the provider of business online e-invoicing services. To issue a copy of the invoice, send a request to info@skayanatropicals.comFor any additional information, we are available at info@skayanatropicals.com


The provider will contact the user via means of distance communication only if the user does not explicitly object.

Advertising emails will contain the following components:

  •     will be clearly and unambiguously marked as advertising messages,
  •     the sender will be clearly visible,
  •     various campaigns, promotions and other marketing techniques will be marked as such. The conditions for participation in them will also be clearly defined,
  •     the method of unsubscribing from receiving advertising messages will be clearly presented,
  •     the user's wish not to receive advertising messages will be explicitly respected by the provider.

Protection of personal data

The provider undertakes to permanently protect all personal data of the user.

The provider will use personal data exclusively for the purpose of fulfilling the order (sending information material, offers, invoices) and other necessary communication.

Under no circumstances will the user's data be passed on to unauthorized persons.

The user is also responsible for the protection of personal data by ensuring the security of the computer and the system operating on it with which he performs orders. 

Complaints and disputes 

The provider complies with applicable consumer protection legislation. The provider makes every effort to fulfill its duty to establish an effective complaint handling system and to designate a person with whom, in the event of problems, the customer can contact by telephone or e-mail. The complaint procedure is available on websites that are easy to use and confidential.

The bidder will acknowledge receipt of the complaint within five working days, inform the buyer how long it will take to process it and keep him informed of the progress of the procedure. The provider is aware that the essential feature of a consumer dispute, at least as far as judicial settlement is concerned, is its disproportion between the economic value of the claim and the costs incurred in resolving the dispute itself. This is also a major obstacle to the consumer not taking legal action. Therefore, the provider strives to the best of its ability to resolve any disputes amicably. If this is not possible, the court in Ljubljana is competent for all disputes.

Right of withdrawal, return of goods

Article 43 ZVPot (Official Gazette of the Republic of Slovenia No. 126/07) says:
The consumer has 14 days to inform the seller that he is withdrawing from the contract, without giving a reason. The goods must be returned by the consumer within a further 30 days of the notice of withdrawal at their own expense. It applies to goods other than plant origin.

The buyer must inform the supplier in writing of the intended return, no later than 14 days after receipt of the goods. 

However, the goods shall be returned within a period not exceeding 60 days from the date of take-over. The buyer is obliged to bear the costs incurred in returning the item of purchase.


The user may not use the goods unau four times within the period within which he may withdraw from the contract. The user is allowed to view and test the items to the extent strictly necessary to establish the facts. The examination of goods which deviates from the above shall be regarded as the use of the goods, which means that the user thus loses his right of withdrawal. Goods purchased at a distance are not intended for use within the legal time for withdrawal. In the event of withdrawal, the user must return the goods intact, unused, in their original packaging and in the same quantity and with all accessories with which they have received the goods. The packaging must not be opened in such a way as to cause it to be damaged, removed or modified. The returned goods must be equipped with all the packaging elements and the protection of the contents as installed by the manufacturer in the condition installed by the manufacturer. An attempt to return goods which will apparently be used or damaged will be refused and will not be considered as a refund in accordance with the provisions on the return of the goods at a distance, as defined by the applicable law.

  • The address for returning goods to the seller is Postojnska ulica 20, 1000 Ljubljana.
  • We recommend that you use a delivery service that allows you to track the shipment and prepare the goods properly for transport (using original packaging or other suitable safe packaging) – we are not responsible for damage to items that occur during transport.
  • Shipping costs shall always be borne by the consignor, unless otherwise agreed in advance. We don't accept COD shipments!
  • In the case of sending a product that does not meet the terms of return/withdrawal, the cost of re-sending back to the customer is charged (EUR 4,00) and must be settled after the pre-invoice before shipment.

Repayment of damaged goods

If the package is physically damaged, lacks content or shows signs of opening, the customer must initiate the complaint process with the delivery service. Together with the delivery service, we will make sure that the complaint is resolved as soon as possible.

In the event of a complaint, the customer may, in accordance with legal restrictions, request the replacement of the item, its repair or refund. In the latter case, the seller reserves the right to charge the rent at the applicable price list for the time when the buyer used the goods, but not more than the amount for which the market value has decreased during use and for use.


We do not accept complaints about products of plant origin, unless an error has occurred on our part. The bidder undertakes to eliminate all deficiencies as soon as possible, and cancellation of the order is not possible due to possible abuses. Each complaint is considered individually.

The right to a refund of the purchase price in the event of material errors is regulated in more detail by the provisions of the Consumer Protection Act.

Purchase notification process 

Order in preparation 

After placing the order, the buyer receives a notification by e-mail that the order has been accepted. The bidder reviews the order, checks the availability of the ordered items and confirms the order or rejects it with a reason.

The bidder may call the buyer on his contact telephone number to verify the data or to ensure the accuracy of the delivery. Through e-mail, the provider informs the customer about up-to-date information regarding the delivery of items.

The bidder does not take any responsibility for damage that would occur due to longer delivery times or due to non-delivery of items that are not in stock in its own warehouse.

The order has been shipped

The bidder prepares and sends the item within the agreed deadline and notifies the buyer by e-mail. In case of error, the buyer can notify the provider via email info@skayanatropicals.com

Cancel order 

The order can be cancelled by the consumer at no additional cost until the receipt of an e-mail that the order has already been dispatched. Notice of cancellation of the order is possible exclusively by e-mail info@skayanatropicals.com. Please provide the following information in the e-mail:

  1. In the subject of the message Cancellation of order and order number
  2. In the content of the message:

  • name and surname of the consumer
  • consumer address
  • order number

Information on the appeal procedure

The provider respects the applicable consumer protection legislation and makes every effort to fulfill its duty to establish an effective Complaints Handling System.

The customer can file a complaint via email info@skayanatropicals.com

The bidder will decide on the appeal as soon as possible, or no later than within 8 days of receiving the full documentation required for the assessment.

The bidder will send a response to the complaint with appropriate explanations in writing to the contact address of the customer.

The party has the right to file an objection. The bidder will send the decision on the objection with appropriate explanations in writing to the customer's contact address within 15 working days. With this, the decision of Skayana Tropicals, Jana Cindro, s.p. final and the internal appeal procedure completed.

In the event that the party is not satisfied with the resolution of the appeal, he may file a lawsuit with the court with substantive jurisdiction.

Out-of-court settlement of consumer disputes 

In accordance with legal norms, the provider does not recognize any provider of out-of-court settlement of consumer disputes as competent for resolving consumer disputes that could be initiated by the consumer in accordance with the Out-of-Court Settlement of Consumer Disputes Act.

The provider of goods and services engaged in online commerce in the territory of the Republic of Slovenia publishes on its website an electronic link to the platform for online resolution of consumer disputes (SRPS). The platform is available to consumers at the electronic link http://ec.europa.eu/odr.

That regulation derives from the Out-of-Court Settlement of Consumer Disputes Act, Regulation (EU) no. Regulation (EC) No 524/2013 of the European Parliament and of the Council on the online settlement of consumer disputes and amending Regulation (EC) No 2016/2004 and Directive 2009/22 / EC.

Person responsible for resolving warranties, complaints of Skayana Tropicals, ornamental plant store, Jana Cindro, s.p., who can be contacted via email: info@skayanatropicals.com 

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