Stone Roots Olive Oil Club
Stone Roots Olive Oil Club

Refund policy

Refund, Returns and Withdrawal Policy

Stone Roots Olive Oil Club

Version 1.0 · Effective from 1 August 2026

BLOODY ROOTS d.o.o., Podbreznik 15, 8000 Novo mesto, Slovenia

hello@stoneroots.club · +386 51 874 447


The short version

  • If you are a consumer, you have 14 days from the day you receive your order to change your mind and send unopened bottles back, for any reason or for no reason at all.

  • Opened bottles cannot be returned. Olive oil is a foodstuff sealed for reasons of health protection and hygiene, and once the seal is broken we cannot resell it.

  • If a bottle arrives dented, split, leaking, wrong or faulty, that is not a return. Write to us with a photo and we will replace it or refund you, and we pay the shipping.

  • Refunds go back to the payment method you used, within 14 days.

The detail follows below.


1. Who this policy applies to

The right of withdrawal described in Section 2 applies to consumers, meaning natural persons buying for purposes outside their trade, business, craft or profession, who buy through our web shop at a distance.

Business customers do not have a statutory right of withdrawal. Sections 6 and 7, on damaged, wrong or faulty goods, apply to everyone.


2. Right of withdrawal: 14 days, no reason needed

You may withdraw from the purchase contract within 14 days without giving any reason and without incurring any cost other than the cost of returning the goods.

When the period starts. The 14 days run from the day on which you, or a third party nominated by you other than the carrier, take physical possession of the goods. If your order is delivered in several parts, the period runs from the day you receive the last part. If you ordered multiple items delivered separately, the period runs from the day you receive the last item.

How to withdraw. Send us an unambiguous statement of your decision to withdraw before the deadline expires, by email to hello@stoneroots.club or by post to BLOODY ROOTS d.o.o., Podbreznik 15, 8000 Novo mesto, Slovenia. You may use the model withdrawal form at the end of this policy, but you do not have to. Any clear statement is enough, for example "I am withdrawing from order number 1234."

It is enough that you send the statement before the 14 days expire. The burden of proving that you withdrew in time is on you, so please keep the email or a proof of posting.

Please contact us before sending anything back. Once we have your withdrawal notice we will confirm receipt and send you the return instructions. Parcels sent back without a prior withdrawal notice may be refused or returned to sender.


3. Condition of the goods, and what cannot be returned

To be returned under the right of withdrawal, the goods must be unopened, with the sealed capsule over the cap unbroken, undented, undamaged and in their original packaging, together with any labels, boxes and enclosed materials. Every bottle leaves us with a heat-shrunk capsule over the cap. If that capsule has been cut, torn or removed, the bottle counts as unsealed.

You may handle and inspect the goods only as you would in a shop, that is, to establish their nature, characteristics and functioning. You are liable for any diminished value of the goods resulting from handling beyond that, and we may deduct the corresponding amount from the refund.

Exceptions. In accordance with Article 135 of the Slovenian Consumer Protection Act (ZVPot-1), which implements Article 16 of Directive 2011/83/EU, the right of withdrawal does not apply to:

  • sealed goods which are not suitable for return for reasons of health protection or hygiene and which were unsealed after delivery. This covers every bottle or tin of olive oil whose seal, capsule or cap has been opened. As a foodstuff, opened oil cannot be resold or redistributed and cannot be taken back;

  • goods which are liable to deteriorate or expire rapidly;

  • goods made to your specifications or clearly personalised, for example engraved or custom-labelled bottles or a bespoke gift set assembled to your instructions;

  • goods which, after delivery, have been inseparably mixed with other items.

Sale items are not excluded. If you buy a discounted bottle or a bottle from a clearance drop, the 14-day right of withdrawal applies to it in exactly the same way as to a full-price bottle.


4. Sending the goods back

Send the goods back without undue delay and in any event within 14 days of the day you notified us of your withdrawal. It is enough that you dispatch them before that period expires.

Return address:

BLOODY ROOTS d.o.o. / Stone Roots

c/o Fully

Letališka cesta 30

1000 Ljubljana

Slovenia

Please write your order number clearly on the outside of the parcel.

Who pays. You bear the direct cost of returning the goods. We do not offer a free return label for withdrawals. The cost depends on your carrier's standard tariff for the country you send from.

Please pack carefully. Aluminium does not shatter, but it dents, and a dented bottle can split at the seam or fail at the cap. Use the box and protective material the order arrived in wherever possible, keep the cap tight, and add extra padding if you have it. Where a return arrives dented, split or leaking because it was inadequately packed, that is a diminished value for which you are liable, and we may reduce the refund accordingly. We recommend a tracked service, because until the parcel reaches us the risk of loss is on you.


5. Refunds

Once we receive your withdrawal notice we will refund all payments received from you, including the cost of the standard outbound delivery. Where you chose an express or otherwise more expensive delivery method than the cheapest standard method we offer, we refund the cost of the cheapest standard method only.

We make the refund without undue delay and at the latest within 14 days of the day on which we are informed of your decision to withdraw. We may, however, withhold the refund until we have received the goods back, or until you have supplied evidence of having sent them back, whichever is earlier.

The refund is made using the same means of payment you used for the original transaction, unless you have expressly agreed otherwise. Where you paid through PayPal, the refund is returned through PayPal. You will not incur any fee from us as a result of the refund. Please note that your bank, card issuer or PayPal may take a few further business days to post the amount to your account.

If more than 14 days have passed since we confirmed your refund and nothing has arrived, write to us at hello@stoneroots.club and we will chase it.


6. Damaged, leaking, missing or wrong items

Please check your parcel when it arrives. If a bottle is dented, split or leaking, if an item is missing, or if you received something other than what you ordered, contact us at hello@stoneroots.club as soon as you can, ideally within 48 hours of delivery, with:

  • your order number;

  • a photograph of the damaged bottle or the wrong item;

  • a photograph of the outer packaging, including any visible damage to the box.

We will replace the item from the same batch where one is still available, send an equivalent bottle from another batch by agreement, or refund you. We pay the return and replacement shipping in these cases. Where the parcel is visibly damaged on arrival, please note this with the carrier at handover if you are able to, as it helps our claim, though it is not a condition of our taking care of it.

Reporting after 48 hours does not cost you your rights. It only makes the carrier claim harder, so the sooner the better.


7. Faulty product: the legal guarantee of conformity

Separately from the right of withdrawal, we are liable if the goods do not conform to the contract at the time of delivery. This liability lasts two years from delivery, and for goods with a limited shelf life until the expiry of the best before date printed on the label.

If an oil is rancid, fermented, or otherwise defective in a way that is not attributable to storage after delivery, write to us at hello@stoneroots.club within two months of discovering the problem, describe the defect and keep the bottle so that it can be inspected. We will reply in writing within eight days.

Depending on the circumstances and under the conditions laid down by law, you may require replacement, a proportionate price reduction, or termination of the contract with a refund of the price paid.

Please note that bitterness and a peppery, throat-catching pungency are characteristic properties of fresh extra virgin olive oil and are not defects, and neither are cloudiness or a natural sediment at the bottom of the bottle. If an oil is simply not to your taste, that is what the 14-day withdrawal right is for, provided the bottle is unopened.


8. Exchanges

We do not process direct exchanges, because our drops are small and a bottle set aside is a bottle someone else cannot buy. The fastest way is to withdraw from the purchase of the item you have, under the conditions above, and place a new order for the one you want.

If a bottle arrived damaged or wrong, Section 6 applies instead and we send a replacement without you buying anything again.


9. Complaints

If you are not satisfied with how we handled a return, a refund or a claim, write to hello@stoneroots.club. We will reply in writing within eight days.

In accordance with Article 32 of the Slovenian Out-of-Court Settlement of Consumer Disputes Act (ZIsRPS), BLOODY ROOTS d.o.o. does not recognise any provider of out-of-court resolution of consumer disputes as competent to resolve a consumer dispute that a consumer may initiate under that Act.

Consumers may also contact the Market Inspectorate of the Republic of Slovenia (Tržni inšpektorat RS) or, in a cross-border matter, the European Consumer Centre of their country of residence.


Model withdrawal form

*Complete and return this form only if you wish to withdraw from the contract. You are not obliged to use it.*

To: BLOODY ROOTS d.o.o., Podbreznik 15, 8000 Novo mesto, Slovenia, hello@stoneroots.club

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):

Ordered on (*) / received on (*):

Order number:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

(*) Delete as appropriate.


BLOODY ROOTS d.o.o.

Podbreznik 15, 8000 Novo mesto, Slovenia

Registration number 7331231000 · VAT SI91306094

hello@stoneroots.club · +386 51 874 447

Version 1.0, 1 August 2026